§ Mr. Don FosterTo ask the Secretary of State for Transport, Local Government and the Regions how many complaints were received by(a) the DVLA, (b) his Department and (c) other bodies with reference to the process by which licence applications are processed by the DVLA, broken down by the nature of each complaint, in each year since 1997. [45426]
§ Mr. JamiesonAvailable information about the number of formal complaints received about the DVLA driving licence application process is shown as follows.
Table 1 shows the number of formal customer complaints received by DVLA broken down by the nature of the complaint.
Table 2 shows the number of official correspondence cases received by DVLA, which may include complaints, but detailed analysis figures are not available. Of these, private secretary office cases are received via the Department. Further analysis of Table 2 data is not available without a special exercise at disproportionate cost. DVLA receive 5.4 million driving licence applications every year.
The Department and DVLA have no information on complaints received by other bodies.
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Table 1: DVLA formal customer complaints Complaint category 1997–98 1998–99 1999–2000 2000–01 Driving licence applications Non receipt of a driving licence 48 59 130 92 Other driving licence complaints 153 227 551 139 Drivers medical complaint 25 75 149 174 Documents lost at DVLA 6 7 46 154 Processing time/procedures1 5 6 18 322 DVLA forms 5 4 36 28 Total 242 378 930 909 1 1997–98 to 1999–2000 data are for both driver and vehicle complaints.
Table 2: Official correspondence (which may be complaints) Case type 1997–98 1998–99 1999–2000 2000–01 Private secretary office 232 253 510 905 MP direct 356 441 996 1,101 Note:
The figures are shown in financial years.
§ Mr. Don FosterTo ask the Secretary of State for Transport, Local Government and the Regions what recent changes there have been in the(a) management, (b) computerisation and (c) other aspects of the DVLA related to the process by which licence applications are processed; and if he will make a statement. [45413]
§ Mr. JamiesonThe second EC directive on driver licensing resulted in significant changes to the management, computerisation and other aspects of DVLA's processes relating to the issue of driving licences. Prior to July 1998 drivers received paper licences. From this point photocard licences were introduced on a phased basis. All licences issued by DVLA are now in this form.
The changes have meant that photographs and signatures are captured electronically for reproduction on the new style licence. As it now contains a photograph identity checking procedures have been tightened up considerably, compared with those in place for the issue of paper licences. Ministers decided that from April 1999 identity documentation should be accepted to support identity.
§ Mr. Don FosterTo ask the Secretary of State for Transport, Local Government and the Regions what assessment his Department has made of the effectiveness of the process by which licence applications are processed by the DVLA; what steps his Department(a) has taken and (b) plans to take to make this process more effective; and if he will make a statement. [45412]
§ Mr. JamiesonThe process associated with the issue of driving licences has been the subject of continuous review and improvement since photocards were introduced in July 1998. Holders of UK passports and those in receipt of state retirement pensions can now have their applications checked at some 750 post offices with the documents returned immediately, thereby reducing the need to send their documents direct to Swansea.
The introduction of electronic interchange of information about identity between DVLA and UK Passport Services is being actively explored. New versions of forms and leaflets are introduced regularly taking customers views into account, which has reduced the rate of return of applications significantly.