Driver and Vehicle Licensing Agency: Telephone Services

Department for Transport written question – answered on 20th September 2021.

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Photo of Laurence Robertson Laurence Robertson Conservative, Tewkesbury

To ask the Secretary of State for Transport, what steps he is taking to reduce the time taken by DVLA staff to answer telephone calls from the public; and if he will make a statement.

Photo of Andrew Stephenson Andrew Stephenson Assistant Whip, Minister of State (Department for Transport)

Throughout the pandemic the Driver and Vehicle Licensing Agency’s contact centre has actively managed its operation and flexed the services for customers in line with the available resources. To help respond to more enquiries, remote working has been increased with staff handling email, webchat, social media and telephone customer contacts. The DVLA has also procured the use of an additional building to increase the number of staff able to take calls.

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