9
Acknowledged
From April 2020 to March 2022, the DVLA did not answer 60 million calls to...
Conclusion
From April 2020 to March 2022, the DVLA did not answer 60 million calls to its drivers’ licence customer service number, 94% of the total it received. The number of calls to the DVLA about driving licences surged in Summer 2020 and stayed above pre- pandemic levels for two years, rising from an average of less than 0.5 million calls per month in 2019–20 to an average of 3.5 million calls per month in 2021–22. The DVLA did not increase its capacity to answer calls in response to the surge in demand – the NAO found the number of calls the DVLA answered fell by more than half, from over four million in 2019–20 alone, to 3.4 million over the two years from April 2020 to March 2022.19
Government Response Summary
The government agrees with the Committee's (implied) recommendation, setting a target implementation date of September 2023, and states the DVLA and department will provide a joint letter to the Committee within six months.
Government Response
Acknowledged
Government Response
Acknowledged
HM Government
Acknowledged
4.1 The government agrees with the Committee’s recommendation. Target implementation date: September 2023 4.2 The DVLA will write to the Committee within six months of the publication of the Committee’s report. 4.3 The government agrees with the Committee’s recommendation. Target implementation date: September 2023 4.4 The DVLA and the department will write a joint letter to the Committee within six months of the publication of the Committee’s report.
Source
Committee
Public Accounts Committee
Report
Forty-first Report - Driving licence backlogs at the DVLA
17 Mar 2023
HC 735
Addressee Bodies
HM Treasury
Timeline
Recommendation age
3.4 yrs
Report published
17 Mar 2023