DVLA slammed for 'lack of progress' to help motorists after major update - 'Doesn't go far enough'

The review set out 19 recommendations to help strengthen the DVLA's ability to deliver high-quality services to Britain's motorists.

These included setting a bold and ambitious strategy for service delivery, accelerating its transformation towards digital services and strengthening customer experience.

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The DVLA, which collects over £7billion a year in Vehicle Excise Duty (VED), said it was working to improve the four pillars of efficiency, efficacy, accountability and governance.

It noted that the customers were overall very satisfied with the standard online transactional services that the DVLA provides to motorists.

This includes services like applying for a new driving licence, renewing a licence or checking their "Driver and vehicles account".

However, the review found "far lower levels of satisfaction" from customers with more complex requirements.

This was noted by those with complex or changing medical conditions, from fleet hire companies and special interest groups representing sectors such as historic vehicles.

Reacting to the review, the British Vehicle Rental and Leasing Agency (BVRLA) said the DVLA needed to go further to ensure customers were able to use the services effectively.

One recommendation states that "consideration should be given to creating a 'customer forum,' chaired by a non-executive director (NED), that reports directly to the Board", which would be delivered within 12 to 18 months.

The BVRLA stated: "While the BVRLA welcomed the review and is pleased to [see] it published, the association feels it doesn’t go far enough in recognising the lack of progress being made in modernising DVLA services for fleet customers.

"The BVRLA will be discussing this review and the fleet sector’s requirements for DVLA services with the DVLA’s new leadership team once the new CEO and Chair are in place."

The review was supported by Lillian Greenwood, Future of Roads Minister, who said she was confident that the DVLA would implement the recommendations properly.

She added that the Department for Transport would work closely with the DVLA to guarantee the continued rollout of its digital services and customer-focused operations.

The Labour MP for Nottingham South added: "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.

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"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."