Driver and Vehicle Licensing Agency: Telephone Services

Department for Transport written question – answered on 14th June 2022.

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Photo of Gareth Thomas Gareth Thomas Shadow Minister (International Trade)

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.

Photo of Gareth Thomas Gareth Thomas Shadow Minister (International Trade)

To ask the Secretary of State for Transport, if he will take steps to help ensure that the Driver and Vehicle Licensing Agency webchat facility is always available to the public; and if he will make a statement.

Photo of Trudy Harrison Trudy Harrison Parliamentary Under-Secretary (Department for Transport)

The table below shows the average waiting time for customers to speak to a Driver and Vehicle Licensing Agency (DVLA) agent by telephone in each of the last 12 months.

Month

Minutes

May 22

10.5

April 22

12.4

March 22

14.5

February 22

18.0

January 22

13.2

December 21

9.9

November 21

9.1

October 21

7.3

September 21

8.7

August 21

9.8

July 21

9.9

June 21

13.2

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.

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