To ask the Secretary of State for Transport, if his Department will make an estimate of the average time it took to answer calls to the Driver and Vehicle Licensing Agency contact centre in the last 12 months; whether he plans to take steps to reduce call waiting times for customers; and if he will make a statement.
The DVLA contact centre is actively recruiting and training additional staff to help reduce the waiting times for customers.
The DVLA has increased the number of services it offers through webchat, which can be accessed at any time. Advisors are available during the contact centre opening hours. The webchat services have been enhanced to use chatbots, which are also always available to help with general information. These are popular with customers as they reduce the time taken to deal with a query, many of which are answered without the need to speak to an advisor. In the last 12 months over 2 million customer enquiries have been answered either by a webchat advisor or by chatbot.