Driver and Vehicle Licensing Agency: Telephone Services

Department for Transport written question – answered on 13th September 2021.

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Photo of Bob Neill Bob Neill Chair, Justice Committee, Chair, Justice Committee

To ask the Secretary of State for Transport, whether his Department has made an assessment of the adequacy of the availability of call handlers at the Driver and Vehicle Licensing Agency.

Photo of Rachel Maclean Rachel Maclean Parliamentary Under-Secretary (Department for Transport)

Throughout the pandemic the DVLA’s contact centre has actively managed its operation and flexed the services for customers in line with the available resources. This has included procuring the use of an additional building to increase the number of staff able to take calls within the social distancing guidelines. Remote working has been increased with staff handling email, webchat, social media and more recently telephone customer contacts.

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