We are concerned that the DVLA does not have a more active strategy for encouraging customers to switch from paper to online services, relying on customers to decide themselves to make this transition rather than proactively encouraging and supporting them do so.30 Although the DVLA told us it has seen a huge shift to digital over the last four or five years, the NAO found that the volume of mail arriving at the DVLA has decreased only by 6% between 2019–20 and 2022–23.31 The DVLA told us tha...

We are concerned that the DVLA does not have a more active strategy for encouraging customers to switch from paper to online services, relying on customers to decide themselves to make this transition rather than proactively encouraging and supporting them do so.30 Although the DVLA told us it has seen a huge shift to digital over the last four or five years, the NAO found that the volume of mail arriving at the DVLA has decreased only by 6% between 2019–20 and 2022–23.31 The DVLA told us that future work to switch more of its business online will be challenging, as its digitisation work is past the stage of “early gains” and has moved into “ Type: conclusion | Number: 15 | Response status: not_addressed Government response: 3. PAC Conclusion: The DVLA’s efforts to encourage customers who can use online services to do so are not sufficient 3a. PAC recommendation: The Department and the DVLA should consider what more they can do to increase take-up of the DVLA’s online services: • The