The DVLA told us it has recently modernised its telephony systems, so in future it should be able to cope better with surges in demand. For example, with the new system it can more easily increase the number of telephone lines available. However, the DVLA cautioned that installing a new system on such a large scale is complex and challenging and it is therefore taking time to install.25 17 Qq 55, 73–75 18 Qq 59, 106 19 Q 103; C&AG’s Report, paras 2.14–2.15, Figure 8 20 DLB0053 21 Q 106 22 Qq ...

The DVLA told us it has recently modernised its telephony systems, so in future it should be able to cope better with surges in demand. For example, with the new system it can more easily increase the number of telephone lines available. However, the DVLA cautioned that installing a new system on such a large scale is complex and challenging and it is therefore taking time to install.25 17 Qq 55, 73–75 18 Qq 59, 106 19 Q 103; C&AG’s Report, paras 2.14–2.15, Figure 8 20 DLB0053 21 Q 106 22 Qq 4–5; C&AG’s Report, Figure 9 23 Qq 1–7 24 Qq 59–60 25 Qq 105–106 12 Driving licence backlogs at the DVLA Under-use of online services Type: conclusion | Number: 12 | Response status: not_addressed Government response: 6.2 The DVLA has been an overwhelmingly digital organisation for many years, with more than 83% of transactions completed online. Motorists have been able to pay their vehicle excise duty online since 2004 and apply for a driving licence digitally since 2006. 6.3 The DVLA’s online s