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 and up- to-date technology. For example, when we asked what the Department was doing to help the DVLA speed up the processing of applications from customers with relevant medical conditions, the Permanent Secretary acknowledged that the area was a challe...

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 and up- to-date technology. For example, when we asked what the Department was doing to help the DVLA speed up the processing of applications from customers with relevant medical conditions, the Permanent Secretary acknowledged that the area was a challenge but did not describe specific actions the Department was taking.48 We recognise that the DVLA has improved and modernised some of its services, for e Type: conclusion | Number: 24 | Response status: not_addressed Government response: 6. PAC conclusion: 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. 6. PAC recommendation: The Department and the DVLA should work togethe