We are concerned that the DVLA does not have a more active strategy for encouraging customers to switch from paper to online services, relying on customers to decide themselves to make this transition rather than proactively encouraging and supporting them do so.30 Although the DVLA told us it has seen a huge shift to digital over the last four or five years, the NAO found that the volume of mail arriving at the DVLA has decreased only by 6% between 2019–20 and 2022–23.31 The DVLA told us that future work to switch more of its business online will be challenging, as its digitisation work is past the stage of “early gains” and has moved into “hard graft”. The Department has not set the DVLA targets on digitisation so it remains unclear how the Department will actively monitor the DVLA’s progress in further digitising services.32 26 Qq 12–13; C&AG’s Report, para 11 27 Q 44 28 Qq 65, 97; Letter from DVLA to PAC dated 8 December 29 Qq 16, 93 30 Qq 94–95, 99 31 Q 17; C&AG’s Report, para 1.8 32 Q 96 Driving licence backlogs at the DVLA 13 2 Strategy and planning for driving licence services The DVLA’s contingency planning and prioritisation decisions