Around 60 million phone calls about driving licences to the DVLA went unanswered over two years during the pandemic - 94% of the total received.
Labour MP Dame Meg Hillier, chair of the committee, said:"The pandemic inevitably made operations more difficult, but the DVLA and DfT were not prepared for the challenge of keeping essential driving licence services running - and especially not for those who needed it most.
Between April 2020 and March 2022, about 60 million calls to the DVLA about driving licences went unanswered - 94% of the total it received. The PAC recommended the DVLA set up better systems for delays, improve its customer communication and implement a contingency plan to be shared with the committee.Liberal Democrat transport spokeswoman Wera Hobhouse said the"shocking delays" show customers"are being let down on an industrial scale".
A DVLA spokesman said:"We are back to normal processing times across our services. All standard paper applications were back to normal turnaround times by May 2022.
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