Committee flags up need for IT infrastructure to be more resilient and better support remote working
MPs probing the backlog of driving-licence applications and other paperwork that amassed at the Driver and Vehicle Licensing Agency during the pandemic have criticised “antiquated” operations at the organisation and a lack of oversight from the Department for Transport.
The Public Accounts Committee said that since April 2020 around three million customers notifying DVLA of medical conditions or making paper applications for licences had experienced delays – with some saying the situation cost them their jobs because they were unable to drive.
MPs called for the agency to set out a long-term technology plan to enable digitisation and make its IT estate more resilient and better able to support remote working.
In its report, the committee said that, while DVLA has digitised almost all of its services, most staff working on driving licences cannot work remotely because of data-security risks and “underlying technological challenges”.
Applications for vocational licences and those involving complex medical decisions are not digitised, however. PAC said DVLA’s plans to modernise those services were expected to take 10 years.
The backlogs in applications caused a surge of calls to DVLA between April 2020 and March 2022, 94% of which went unanswered. However MPs noted that almost all of the 17m licence applications or renewals made online after April 2020 were processed within three working days if they did not involve notifiable medical conditions.
The PAC report said the coronavirus pandemic was “inevitably” going to have made operations more difficult for DVLA, but added that the agency and DfT had “not been prepared” for the challenges of keeping services running as normal.
It said that part of the problem was a “hands-off approach” taken towards the agency by DfT leadership and that the department had failed to ensure DVLA’s services were “periodically reviewed and improved through timely adoption of working practices”.
MPs said that although DVLA and DfT had insisted conversations were under way about what the future of driving-licence services would look like, there was a lack of detail in their evidence.
“We did not feel that the DVLA and the department were able to articulate a clear strategy for how they might re-engineer and modernise the driving licence process, encompassing for example a clear picture of what its future staff, estate and IT infrastructure needs to look like,” the report said.
PAC chair Dame Meg Hillier said DVLA and DfT had not been prepared for the challenge of keeping essential driving-licence services running when Covid-19 hit – and particularly not for those most in need.
“Some of the DVLA’s operations are antiquated, it lacks a comprehensive strategy for modernisation and on PAC we’re unconvinced they’re more ready for the next crisis,” she said. “When that does arise it will again be the most vulnerable customers – people for whom driving is a lifeline – who are worst hit. That’s just not acceptable. The DVLA has to get its act together.”
‘Secure remote working’
Among their recommendations, MPs said DVLA and DfT should work together to set out how the driving-licence process can be modernised and re-engineered over the next three-to-five years. They said the strategy should be completed by the end of this year and should address how DVLA’s long-term digital transformation plan will make its IT infrastructure “adequately resilient” and whether there is more that can be done to ensure “secure remote working” in the event of another crisis.
MPs also asked DfT to complete a strategic review of the system for processing driving-licence applications from customers with notifiable medical conditions. They said the department should work with the Department for Health and Social Care, the NHS, and medical bodies to “radically improve” the way information is exchanged. They said the review should be completed by the end of next year “at the latest”.
A DVLA spokesperson said the organisation had been subject to tough lockdown restrictions that meant it had a vastly reduced workforce on-site during the pandemic.
They added that industrial action by the PCS union that targeted the agency’s drivers medical section had impacted its ability to process applications.
“We are back to normal processing times across our services. All standard paper applications were back to normal turnaround times by May 2022,” the spokesperson said. “Our online services worked well throughout the pandemic and for the vast majority of our customers, their dealings with DVLA would have been trouble free. Ninety-eight percent of people who applied online received their driving licence within just a few days. During the pandemic, we issued more than 24 million driving licences, the vast majority of which were issued within three working days.”
A DfT spokesperson challenged the PAC’s portrayal of the department’s oversight of DVLA.
“The report does not represent a balanced picture of the work that has taken place in the department,” they said. “As well as ministers closely monitoring DVLA’s progress, we provided practical support during the pandemic, including establishing workplace Covid testing in Swansea and facilitating additional office space in Birmingham. We continue to support DVLA’s investment in developing and promoting online services, as we did prior to and throughout the pandemic.”
mexico drug stores pharmacies: Mexican Easy Pharm – Mexican Easy Pharm
purple pharmacy mexico price list https://mexicaneasypharm.com/# pharmacies in mexico that ship to usa
mexico drug stores pharmacies
mexican pharmaceuticals online https://mexicaneasypharm.com/# Mexican Easy Pharm
mexican mail order pharmacies
best online pharmacies in mexico https://mexicaneasypharm.com/# reputable mexican pharmacies online
pharmacies in mexico that ship to usa
https://farmatadalitaly.shop/# farmacie online affidabili
п»їFarmacia online migliore
viagra cosa serve: FarmaSildItaly – gel per erezione in farmacia
Many casinos host charity events and fundraisers.: taya777 – taya777
Los juegos en vivo ofrecen emociГіn adicional.: win chile – winchile casino
http://phtaya.tech/# Slot machines attract players with big jackpots.
The gaming floors are always bustling with excitement.
Slot machines feature various exciting themes.: taya365 com login – taya365
Slot tournaments create friendly competitions among players.: phtaya casino – phtaya.tech
https://phmacao.life/# Gambling can be a social activity here.
Responsible gaming initiatives are promoted actively.
The ambiance is designed to excite players.: phtaya.tech – phtaya casino
Casinos offer delicious dining options on-site.: phtaya login – phtaya login
http://phtaya.tech/# Casino visits are a popular tourist attraction.
Casinos offer delicious dining options on-site.
Las experiencias son Гєnicas en cada visita.: win chile – win chile
Promotions are advertised through social media channels.: taya777 – taya777 register login
Security measures ensure a safe environment. http://taya365.art/# The casino atmosphere is thrilling and energetic.
Promotions are advertised through social media channels.: phmacao.life – phmacao casino
Es comГєn ver jugadores sociales en mesas.: jugabet.xyz – jugabet casino
A variety of gaming options cater to everyone.: taya365.art – taya365
Many casinos offer luxurious amenities and services. http://winchile.pro/# Algunos casinos tienen programas de recompensas.
Most casinos offer convenient transportation options.: taya777 login – taya777
Los casinos son lugares de reuniГіn social.: jugabet – jugabet.xyz
п»їCasinos in the Philippines are highly popular.: phmacao casino – phmacao club
п»їLos casinos en Chile son muy populares.: winchile – winchile.pro
Security measures ensure a safe environment.: phtaya casino – phtaya login
Los casinos organizan noches de trivia divertidas.: win chile – winchile.pro
The casino industry supports local economies significantly. http://taya365.art/# Many casinos offer luxurious amenities and services.
Las promociones atraen nuevos jugadores diariamente.: winchile.pro – winchile.pro
Los jugadores deben conocer las reglas.: winchile casino – winchile casino
Slot machines feature various exciting themes. http://winchile.pro/# La seguridad es prioridad en los casinos.
http://jugabet.xyz/# Los jugadores pueden disfrutar desde casa.
п»їCasinos in the Philippines are highly popular.
Live dealer games enhance the casino experience.: taya777 – taya777.icu
High rollers receive exclusive treatment and bonuses.: phmacao – phmacao com login
Many casinos offer luxurious amenities and services.: phtaya – phtaya
http://jugabet.xyz/# Las redes sociales promocionan eventos de casinos.
Online gaming is also growing in popularity.
п»їCasinos in the Philippines are highly popular.: phtaya.tech – phtaya
Manila is home to many large casinos.: taya365 – taya365 com login