DVLA digital services under review to improve “antiquated” operations

DVLA digital services are set to receive a review from the UK government to address the outdated use of legacy tech and the need for improved digital platforms

The government has launched a review of the DVLA (Driver and Vehicle Licensing Agency) that aims to address the organisation’s ageing tech and improve service levels through greater use of digital platforms.

The review will consider the DVLA’s governance, accountability, efficacy and efficiency, known as the “four pillars” of the programme, as overseen by the Cabinet Office.

Looking at how DVLA digital services follow the transformation agenda, this review will help ministers understand how to conduct future delivery arrangements and efficiencies in digitisation.

Addressing the backlog of driving-licence applications

DVLA is an executive agency of Department for Transport that has more than 51 million driver records and almost 40 million vehicle records. In just 2022 to 2023, the agency issued 11.9 million driving licences and 16.8 million vehicle registration certificates.

MPs on the Public Accounts Committee have been criticising the DVLA and the Department for Transport (DfT) for the large backlog of driving-licence applications, noting the DVLA’s use of “antiquated” operations which could be fuelling the backlog.

They also criticised DfT for being too “hands-off” in its management of the agency.

DVLA contact centre staff deal with over 13.3 million queries

DVLA collects more than £7 billion in vehicle excise duty each year and raises more than £260m annually through the sale and transfer of personalised registrations.

With its contact centre staff dealing with over 13.3 million queries, DVLA digital services are in a desperate need of attention and replacement to continue to deliver services efficiently.

“Digitisation will be under the microscope”

The review terms of reference state that digitisation will be under the microscope as DVLA looks to maximise efficiency and build capability for the future.

Considering whether the DVLA can deal with future responsibilities and strategy, the review considerations fall under the efficacy pillar.

Under governance, Beinart will review existing arrangements, including the effectiveness of the board in holding DVLA’s executive to account and the diversity of its membership.

Digital efficiency will aim to identify savings of 5% in resource departmental expenditure limits as well as evaluating the effectiveness of DVLA’s funding model.

Roads minister Richard Holden said: “DVLA plays a crucial role in making sure drivers and vehicles can get around legally, safely and with confidence, giving drivers peace of mind by storing their records safely and tackling vehicle tax evasion.

“With over 80% of transactions now being carried out online, this review will help us understand how the DVLA can continue to grow from strength to strength and how we can support it to become more digital to efficiently serve the increasingly digitally savvy driver.”

Public Bodies Review Programme to expand digital services

Other than DVLA digital services, under the Public Bodies Review Programme launched in 2022, other public services like the Disclosure and Barring Service, UK Space Agency, and Crown Prosecution Service are also due for review.

Both the Driver and Vehicle Standards Agency and National Highways will be reviewed in 2023/24.