§ Mr. RedmondTo ask the Secretary of State for Transport when he expects the Driving Standards Agency to clear the back log of driving test applications on the agency's credit-card booking line; and if he will make a statement. [39075]
§ Mr. NorrisThis is an operational matter for the Driving Standards Agency. I have asked the chief executive to write to the hon. Member.
Letter from B. L. Herdan to Mr. Martin Redmond, dated 27 October 1995:
The Secretary of State has asked me to reply to the question you raised about the Agency's Credit Card telephone booking lines and backlogs of driving test applications.It is recognised that there are currently short-term problems with telephones, and also that there are longer waiting times for tests than might be desired. With respect to the credit card telephone booking service, DSA is obviously wanting to ensure that candidates are aware of the alternative methods for booking a test by Credit Card. Candidates who wish to book by credit card can do so in three ways. They can telephone the credit card line, post their applications quoting their credit card details or fax their application to the appropriate DSA Booking Office. The addresses and Credit Card telephone numbers are included on Driving test application forms obtainable from Driving Test Centres.Following the outcome of a Market Test the Agency is in the process of restructuring its Driving Test Booking service which has caused some temporary disruption but which in the longer term will yield a better service at lower cost. Increased use has been made of the popular Credit Card booking facility—up to 60% of business in some Booking Offices is now by telephone. Additional Credit Card facilities are being made available nationally by introducing more telephone lines, Credit Card processing machines and the recruitment of extra staff. Telephone calls to the Agency are dealt with on a queuing system and new technology systems have been procured for automated call distribution within booking offices.With the increased resources the Agency is devoting to the Credit Card facility, customers should receive a greatly improved service within the next 3–6 months.875WWith regard to test waiting times, the service standard is a 6 weeks average across the country, but this is not currently being achieved—the current average is just over 7 weeks. This is due to temporary staff shortages and a temporary rise in demand for driving tests by those seeking to pass the test before the introduction of the new theory test next July. This situation can be expected to pertain until July 1996 although the backlog will be reduced with recruitment of extra driving examiners which is currently in hand.
§ Mr. Gordon PrenticeTo ask the Secretary of State for Transport how many and what percentage of people taking driving test pass after the(a) first, (b) second, (c) third, (d) fourth, (e) fifth, (f) sixth and (g) seventh and subsequent attempts. [39832]
§ Mr. NorrisThis is an operational matter for the Driving Standards Agency. I have asked the chief executive to write to the hon. Member.
Letter from B. L. Herdan to Mr. Gordon Prentice, dated 27 October 1995:
The Secretary of State for Transport has asked me to reply to your Question about the numbers of attempts people take to pass their driving test. We do not routinely collect this information as it does not directly affect the operation of the Agency.For consistency of testing, and in fairness to the candidate, it is preferable if the examiner is not made aware of the number of previous attempts a candidate has made at a test. The overall pass rate on driving tests in the last two financial years was:
- 1993/94: 48%
- 1994/95: 47%
As part of our third Customer Survey, completed in March this year—the results of which were published in July, we asked a random sample of all our customers whether it was their first test or a repeat attempt. Of 1,187 people in the sample who had recently taken their driving test, 837 (71%) had just passed and of these passes, 252 (30%) were at the first attempt, 280 (33%) at the second, 158 (19%) at the third, 86 (10%) at the fourth, 24 (3%) at the fifth and 35 (4%) were at their sixth or subsequent attempt.