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 staff working on driving licences who have to be on site to work. The DVLA told us that at present, almost 60% of staff are working entirely on site as they have been doing throughout the COVID-19 pandemic, while the other 40% ...

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 staff working on driving licences who have to be on site to work. The DVLA told us that at present, almost 60% of staff are working entirely on site as they have been doing throughout the COVID-19 pandemic, while the other 40% of the DVLA’s staff are in roles that permit hybrid working and work on site at least 40% of the time. The DVLA highlighted “a really strong sense of fai Type: conclusion | Number: 25 | Response status: not_addressed Government response: 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 6.2 The DVLA has been an overwhelmingly digital organisation for many years, with more than 83% of transactions completed online. Motorists have been able to pay their vehic