The Department and the DVLA have not taken a strategic approach to maintaining and improving the infrastructure, estate and processes that the DVLA’s performance depends on. The Department has taken a hands-off approach to the DVLA, failing to ensure that its services are periodically reviewed and improved through timely adoption of modern working practices and up-to- date technology. Consequently, the driving licence application process has become inefficient through outmoded working practic...

The Department and the DVLA have not taken a strategic approach to maintaining and improving the infrastructure, estate and processes that the DVLA’s performance depends on. The Department has taken a hands-off approach to the DVLA, failing to ensure that its services are periodically reviewed and improved through timely adoption of modern working practices and up-to- date technology. Consequently, the driving licence application process has become inefficient through outmoded working practices, and it is not resilient to external shocks. We recognise that the DVLA has improved and modernised some of its services, for example paying road tax Type: conclusion | Number: 6 | Response status: accepted Government response: The government agrees with the Committee’s recommendation. Recommendation implemented 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