5/16/2023 0 Comments How the led worksIt found widespread failures in the way the body operated and was set up, including in its call centres, where 94 per cent of the 60 million calls it received between 20 were left unanswered.ĭame Meg Hillier MP, head of the committee, said: “The pandemic inevitably made operations more difficult, but the DVLA and Department for Transport were not prepared for the challenge of keeping essential driving licence services running and especially not for those who needed it most. It revealed that more than 3 million people who had applied for a driving licence since April 2020 had experienced delays to their applications. In some cases the delays hit people’s income and led to job losses, while others saw their mental health severely affected by the delay, the report said. More than 33,000 of these applicants had to wait more than 200 days for their licences to be processed. This was particularly a problem for those applicants with medical conditions who mainly apply on paper, which the DVLA does not allow to be done from home. When Covid restrictions in 2020 meant staff stopped going to the office, delays were caused. The Public Accounts Committee (PAC) found that the DVLA relied heavily on people being on site to process applications. A reduction in staff in the office during the pandemic contributed to such bad delays at the Driver and Vehicle Licensing Agency (DVLA) that people lost their jobs while waiting for a driving licence, a report by MPs has found.
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