The DVLA’s efforts to encourage customers who can use online services to do so are not sufficient. Some customers need the option of applying for a driving licence using a paper form, but the DVLA assesses that around 60% of customers who apply on paper could have applied online. In the periods during the pandemic when customers who applied on paper experienced substantial delays, almost all customers without notifiable medical conditions who applied online had their applications processed wi...

The DVLA’s efforts to encourage customers who can use online services to do so are not sufficient. Some customers need the option of applying for a driving licence using a paper form, but the DVLA assesses that around 60% of customers who apply on paper could have applied online. In the periods during the pandemic when customers who applied on paper experienced substantial delays, almost all customers without notifiable medical conditions who applied online had their applications processed within three working days. The DVLA rightly wants to avoid disenfranchising people unable to use online services, and its aim is to “create digital service Type: conclusion | Number: 3 | Response status: accepted Government response: The government agrees with the Committee’s recommendation. develop an ambitious set of Key Performance Indicators (KPIs) through which the department can hold them to account for the delivery of their plans and business-as-usual performance. Last year, DVLA’s business