Brian Etheridge DL Conference 2013
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The document discusses the digital challenges facing the Department for Transport's (DfT) motoring agencies which maintain driver and vehicle records, administer driving tests and commercial vehicle licensing. It notes that the Driver and Vehicle Licensing Agency (DVLA) handles over 44 million driver records and 36 million vehicle records annually, with around half of vehicle transactions and a third of driver transactions now completed electronically. However, the DfT faces challenges around bandwidth, legacy IT systems, skills shortages, and balancing digital improvements with business continuity and customer needs as it works to increase online services and transactions.
Brian Etheridge DL Conference 2013
- 1. DfT – The digital challenge Brian Etheridge CBE Managing Director, Motoring Services Digital Leader
- 2. DfT Motoring Agencies DVLA DSA Maintains driver and vehicle records. 1.6m theory tests + 1.75m practical driving tests. Collects car tax and enforcement Regulates 47,000 professional driving instructors and 3,000 instructors for motorcyclists. Assesses fitness to drive Supports the police, the courts and other agencies 386 practical driving test centres and 148 theory test centres nationwide. Expenditure £600m and income £470m. Expenditure £184m and income £190m. . DVSA (VOSA) DVSA (VCA) Licensing, testing and enforcement for commercial vehicles and operators. Administers the MOT scheme. 150+ testing stations and enforcement sites. Expenditure £170m and income £185m. DSA DVLA VCA VOSA UK vehicle type approval authority. Certification of vehicle systems and components. Offices in Asia, Europe, USA, and South America. Site at Nuneaton. Expenditure £15m and income £15.2m.
- 3. Driver and Vehicle Licensing Agency 44 million driver records 36 million vehicle records 1.2 billion scanned and microfilm images c100 million vehicle transactions (54% electronically) c16 million driver transactions (31% electronically) c22 million Customer enquiries answered c0.5 million e-mails answered c £6 billion gross tax collected (99.3% compliance) c£70 million gross revenue from sale of marks
- 4. DVLA ‘s digital footprint Vehicle Services • 93% Automated First Registration and Licensing • 58% Electronic Vehicle Licensing peaks at c0.25m transactions a day • 33% PO Assisted Digital • 97% Personalised Registration Marks Driver Services • 32% First Driving Licence • 47% Duplicate Licence • 29% Replacement Licence • 83% Exchange Paper Licence for Photo Card • 21% Renewal over 70 • 17% Ten Year Renewal of Driving Licence - PO Assisted Digital = 28%
- 5. The challenge of bandwidth • Motoring Services strategy •Review of DVLA •Rationalising the number of agencies • In flight in DVLA •Three digital exemplars •Closing 39 regional offices •Major IT transformation •Removal of the paper counterpart •Removal of the insurance check •HGV user levy • In discussion •Removal of the tax disc •Direct debit
- 6. The challenge of approach • DfT digital strategy • Improve digital transactions • Increase number of digital transactions • Explore the art of the possible? • Thinking in a different way • Digital change requires other changes – that change is broad and deep • Culturally, we find this difficult • Business continuity is a critical factor • There is a skills and experience deficit • Legacy ICT is the elephant in the room • The customer reaction has been mixed • The genie is out of the bottle
- 7. The challenge of approach • DfT digital strategy • Improve digital transactions • Increase number of digital transactions • Explore the art of the possible? • Thinking in a different way • Digital change requires other changes – that change is broad and deep • Culturally, we find this difficult • Business continuity is a critical factor • There is a skills and experience deficit • Legacy ICT is the elephant in the room • The customer reaction has been mixed • The genie is out of the bottle