A new report has found that the DVLA is a “critically important” agency for the Government, with 19 recommendations being set out to make it more efficient for motorists.
An independent review of the Driver and Vehicle Licensing Agency (DVLA) was published to ensure the agency can deliver “high-quality services and value for money for taxpayers”.
The DVLA holds more than 50 million driver records and more than 40 million vehicle records, as well as collecting over £7billion a year in Vehicle Excise Duty (VED).
As part of the review, 19 recommendations were set out to ensure the DVLA remained committed to motorists, including boosting its digital services, which it has been doing in recent years.
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Recommendations have called on the DVLA to improve online services
X/DVLA
The report identified that customers were overall “very satisfied” with standard online services like applying for or renewing a driving licence.
Two of the 19 recommendations apply to medical decisions made for licences, with a timeline target of having an audit be commissioned within six months.
This will see the DVLA Board sponsor a targeted audit of the “efficiency and efficacy of the existing Driver’s Medical (DM) process to identify any potential for immediate customer-focused improvements”.
The other suggestion called for the Department for Transport and DVLA to prioritise digital provision of the Drivers’ Medical service, which it said was ongoing.
Lilian Greenwood MP, Future of Roads Minister, said: “From holding more than 50 million driver records and issuing driving licences to helping the police deal with crime, DVLA plays a crucial role in ensuring our roads are among the safest in the world.
“This review is critical to understanding how the agency can continue to go from strength to strength to meet the ever-changing needs and challenges of the future.
“We will work closely with DVLA to ensure it continues to evolve as a customer-focused, data-driven, digital-first organisation.”
The MP for Nottingham South accepted the findings of the independent review and committed the Department for Transport and the DVLA to act on the recommendations.
The DVLA will also be required to assess the current Digital and Technology strategy and delivery programme to test if current planning support strategic ambitions within six months.
The recommendations, from Lead Reviewer Janette Beinart, who is a Non-Executive Director at National Highways, outlined how the recommendations are in place to help the DVLA modernise.
David Jones, Non-Executive Chair of the DVLA, said: “Our customers are central to everything we do at DVLA, a commitment that’s shared by our 6,000 plus hard-working and dedicated staff.
“We will continue to work closely with DfT and all of our stakeholders on delivering world-class services for our customers, responding to an increasingly digital world.”
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The recommendations aim to make DVLA more efficient for motorists
PA
It comes as the DVLA is implementing plans in its 2024-25 Business Plan to dispatch applications made online for a driving licence, vehicle registration certificate and tachograph in three working days within 95 per cent of cases.
A further 90 per cent target has been put forward to dispatch applications made by post for a driving licence and vehicle registration certificate in 10 working days.
