Forty-first Report - Driving licence backlogs at the DVLA

Select Committee
Public Accounts Committee HC 735 17 March 2023
Report Status Response document linked Recorded deadline: 17 May 2023

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Conclusions & Recommendations 26 items (10 recs)
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Government response
Treasury minutes: Government response to the Committee of Public Accounts on the Forty first report from Session 2022-23 · published 30 May 2023
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Recommendations & Conclusions

26 results
2 Recommendation
The DVLA’s communication during the pandemic was ineffective, leaving many customers feeling as if their...
Recommendation
The DVLA’s communication during the pandemic was ineffective, leaving many customers feeling as if their applications were making no progress. Customers had huge difficulty contacting the DVLA’s call centre during the pandemic to enquire about the progress of applications. Between … Read more
HM Treasury
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3 Recommendation
The DVLA’s efforts to encourage customers who can use online services to do so are...
Recommendation
The DVLA’s efforts to encourage customers who can use online services to do so are not sufficient. Some customers need the option of applying for a driving licence using a paper form, but the DVLA assesses that around 60% of … Read more
HM Treasury
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4 Recommendation
The DVLA gave insufficient attention to those driving licence service areas, such as medical notifications...
Recommendation
The DVLA gave insufficient attention to those driving licence service areas, such as medical notifications and its call centre, where staffing challenges led to the most detrimental consequences for customers. During the COVID-19 pandemic, the DVLA prioritised services with the … Read more
HM Treasury
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5 Recommendation
The DVLA’s system to process applications from customers who have notified it of relevant medical...
Recommendation
The DVLA’s system to process applications from customers who have notified it of relevant medical conditions is slow, inefficient and in need of major improvement. Processing times for applications that involve the DVLA making a medical decision are far longer … Read more
HM Treasury
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6 Recommendation
The Department and the DVLA have not taken a strategic approach to maintaining and improving...
Recommendation
The Department and the DVLA have not taken a strategic approach to maintaining and improving the infrastructure, estate and processes that the DVLA’s performance depends on. The Department has taken a hands-off approach to the DVLA, failing to ensure that … Read more
HM Treasury
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1 Conclusion
On the basis of a report by the Comptroller and Auditor General, we took evidence...
Conclusion
On the basis of a report by the Comptroller and Auditor General, we took evidence from the Department for Transport (the Department) and the Driver & Vehicle Licensing Agency (the DVLA) on the scale and nature of the backlogs in … Read more
HM Treasury
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7 Conclusion
We are also aware of other cases from our constituency work, for example of people...
Conclusion
We are also aware of other cases from our constituency work, for example of people being unable to work after a five-month wait for a driving licence and a bus driver threatened with losing his job because of delays at … Read more
HM Treasury
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8 Conclusion
The Department acknowledged in the session that the human stories behind these cases can be...
Conclusion
The Department acknowledged in the session that the human stories behind these cases can be genuinely very difficult, commenting that “this is not just a numbers game. It is not just about processing and backlogs. It is about real people … Read more
HM Treasury
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9 Conclusion
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 … Read more
HM Treasury
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10 Recommendation
The stress and frustration customers felt as a result came across as a clear theme...
Recommendation
The stress and frustration customers felt as a result came across as a clear theme in the written evidence our inquiry received from members of the public. For example, one person told us “Having no contact was useless because for … Read more
HM Treasury
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11 Recommendation
Many customers went to their MPs for help: complaints received via MPs increased from 2,600...
Recommendation
Many customers went to their MPs for help: complaints received via MPs increased from 2,600 per year in the two years before the pandemic, to 26,800 in 2021–22. The DVLA explained to us that people were coming to MPs because … Read more
HM Treasury
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12 Conclusion
The DVLA told us it has recently modernised its telephony systems, so in future it...
Conclusion
The DVLA told us it has recently modernised its telephony systems, so in future it should be able to cope better with surges in demand. For example, with the new system it can more easily increase the number of telephone … Read more
HM Treasury
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13 Conclusion
The DVLA told us that at the start of the COVID-19 pandemic its first priority...
Conclusion
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 … Read more
HM Treasury
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14 Conclusion
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 … Read more
HM Treasury
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15 Recommendation
We are concerned that the DVLA does not have a more active strategy for encouraging...
Recommendation
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 … Read more
HM Treasury
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16 Conclusion
During the COVID-19 pandemic, the DVLA prioritised those services with the highest volumes of applications...
Conclusion
During the COVID-19 pandemic, the DVLA prioritised those services with the highest volumes of applications or where it believed processing delays would cause greater problems. The DVLA told us that in 2020, it prioritised reducing the backlog in paper applications … Read more
HM Treasury
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17 Conclusion
The DVLA’s system for managing paper-based driving licence applications relies on people being on site...
Conclusion
The DVLA’s system for managing paper-based driving licence applications relies on people being on site to manually process applications. The DVLA and the Department told us that when they determined priorities in 2020, they knew this system was susceptible to … Read more
HM Treasury
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18 Conclusion
At the onset of the pandemic, the DVLA sought to make paper driving licence services...
Conclusion
At the onset of the pandemic, the DVLA sought to make paper driving licence services more resilient. The NAO reported that the DVLA decided to find additional office space in April 2020, when the COVID-19 pandemic in Wales had just … Read more
HM Treasury
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19 Recommendation
The DVLA told us how it undertakes work for other parts of government to make...
Recommendation
The DVLA told us how it undertakes work for other parts of government to make best use of the DVLA’s infrastructure, expertise and the spare capacity becoming available as customers switch from paper to online applications. For example, it produces … Read more
HM Treasury
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20 Conclusion
Despite the DVLA clearing the backlog in most driving licence applications by mid- 2022, there...
Conclusion
Despite the DVLA clearing the backlog in most driving licence applications by mid- 2022, there remains a backlog in applications that involve the DVLA making a medical decision. Processing times for applications that involve such decisions are still far longer … Read more
HM Treasury
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21 Recommendation
Customers experiencing problems after notifying the DVLA of medical conditions have consistently been the main...
Recommendation
Customers experiencing problems after notifying the DVLA of medical conditions have consistently been the main source of complaints to the DVLA since 2018–19. In 2021–22, around 53% of all complaints to the DVLA were in this category, rising to 68% … Read more
HM Treasury
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22 Conclusion
The Department commented that the current legislative framework of medical licensing has not been looked...
Conclusion
The Department commented that the current legislative framework of medical licensing has not been looked at for a very long time and raised the question of whether it was still fit for purpose. Many factors have changed since the legislation … Read more
HM Treasury
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23 Conclusion
We also heard that the DVLA’s decisions often require information from GPs and other medical...
Conclusion
We also heard that the DVLA’s decisions often require information from GPs and other medical professionals, which is requested and returned using paper documentation. 40 Q 47; Letter from DVLA to PAC dated 8 December; Driver & Vehicle Licensing Agency, … Read more
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24 Conclusion
The evidence we heard from the Department suggested to us that it has taken a...
Conclusion
The evidence we heard from the Department suggested to us that it has taken a hands- off approach to the DVLA, and not ensured that the DVLA’s services are periodically reviewed and improved through timely adoption of modern working practices … Read more
HM Treasury
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25 Conclusion
The pandemic exposed weaknesses in the DVLA’s current operations which rely heavily on staff working...
Conclusion
The pandemic exposed weaknesses in the DVLA’s current operations which rely heavily on staff working on site and IT systems that hold customers’ personal information which staff can only access on site. Currently, remote working is limited, particularly for operational … Read more
HM Treasury
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26 Conclusion
We challenged the DVLA and the Department about their strategy for future of the DVLA.
Conclusion
We challenged the DVLA and the Department about their strategy for future of the DVLA. The Department told us that conversations are happening about what the future of driving licence services should look like. We heard that the DVLA will … Read more
HM Treasury
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