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The DVLA told us it estimates that about 60% of the paper-based applications it receives...
Conclusion
The DVLA told us it estimates that about 60% of the paper-based applications it receives could have been made online, and so those customers experienced longer waiting times than they needed to. During the pandemic, the DVLA investigated the reasons for this and found that some people do not trust putting their personal data into an online application. The DVLA adapted its publicity campaign to try to give people reassurance that its online services are safe and secure.29
Government Response
A response document is linked to this report, dated 30 May 2023. Response attribution to this conclusion has not been verified. Read the response document.
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
3.5 yrs
Report published
17 Mar 2023