The DVLA told us it estimates that about 60% of the paper-based applications it receives could have been made online, and so those customers experienced longer waiting times than they needed to. During the pandemic, the DVLA investigated the reasons for this and found that some people do not trust putting their personal data into an online application. The DVLA adapted its publicity campaign to try to give people reassurance that its online services are safe and secure.29

The DVLA told us it estimates that about 60% of the paper-based applications it receives could have been made online, and so those customers experienced longer waiting times than they needed to. During the pandemic, the DVLA investigated the reasons for this and found that some people do not trust putting their personal data into an online application. The DVLA adapted its publicity campaign to try to give people reassurance that its online services are safe and secure.29 Type: conclusion | Number: 14 | Response status: not_addressed Government response: 3.1 The government agrees with the Committee’s recommendations. Target implementation date: December 2023 3.2 The DVLA is a highly digital organisation. In 2022-23, the DVLA processed 3.2 billion automated and digital interactions, up from 1.06 billion in 2019-20. 3.3 The DVLA launched ten new onlin