The DVLA told us that at the start of the COVID-19 pandemic its first priority had been to maintain its online services because most licence applications are initiated online.26 In the periods during the pandemic when customers who applied on paper experienced substantial delays, almost all customers without notifiable medical conditions who applied online had their applications processed within three working days. However, there will always be some customers who need the option of applying for a driving licence using a paper form instead of an online service.27 The DVLA wrote to us after the evidence session and told us of the Lloyds Bank Essential Digital Skills report, which indicates that a substantial proportion of adults do not have the skills to use online services. It told us its goal is to “create digital services so good people choose to use them” but that it should avoid disenfranchising people unable or unwilling to use online services.28