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MP DISSATISFIED WITH DVLA RESPONSE TO REQUEST FOR VEHICLE LICENSING AT CONNAUGHT ROAD POST OFFICE
Harborough MP Edward Garnier has spoken of his dissatisfaction at the response to his request on behalf of Mr Vipul Pabari, the sub-postmaster of the Connaught Road Post Office in Market Harborough, that he be able to provide road tax discs to customers.
Speaking today the MP said:
"The reply from the DVLA says it has no plans to allow this to happen at the moment but that if an opportunity arises in the future to change that position they will consider it.
"The letter from DVLA says that Post Office Ltd has confirmed there are no current plans to extend the MVL service to Connaught Road Post Office branch. However, Post Office Ltd has explained to the DVLA that when a vacancy arises Connaught Road Post Office branch will be considered along with all other branches within the UK as a potential location. DVLA says that Post Office Ltd is responsible for determining the precise profile of the network.
"This is pretty hopeless waffle and buck-passing - I will though await any response from Post Office Limited to see if they are prepared to recognise the reality of the facts on the ground. Having got the Post Office to change its mind over closing Connaught Road Post Office altogether last year by getting two senior managers to come and see what local people need and want from the post office network I was at least pleased that the Post Office did not have a completely closed mind on that subject. I will now do my best to ensure that they see the good sense in allowing Connaught Road Post Office and Mr Pabari to offer the much-needed service of vehicle tax discs. I am also in touch with the Passport Agency to get them to allow passport applications to be processed at this post office. There is a public demand so why not respond to it?"
Letter from DVLA attached and set out below.
Dear Mr Garnier,
Thank you for your recent e-mail to DVLA Chief Executive Noel Shanahan, regarding the provision of Motor Vehicle Licensing [MVL] facilities at Connaught Road Post Office® branch. I am replying as the Agency Director with responsibility for the vehicle relicensing agreement between the DVLA and Post Office Ltd.
It may be useful if I provide some background information on our agreement with Post Office Ltd, who act as agents of the DVLA in operating a substantial national distribution system of approximately 4,600 Post Office® branches for the sale of motor vehicle licences. Such extensive coverage is unusual for a transaction that is carried out at most twice a year.
Whilst the Agency has an obligation to balance outlet availability against value for money requirements for the tax payer, the selection of suitable branches from approximately 12,000 candidates rests with Post Office Ltd.
Post Office Ltd clearly understands the catchment area and characteristics of every Post Office® branch. In making decisions, various criteria, including office space, the geographical spread of offices and local customer demand are taken into account. This ensures that the majority of customers have access to these services within a reasonable distance.
When a branch offering this service closes, Post Office Ltd reviews provision in that area and, should it be appropriate, will seek to move the transaction to an alternative site. This could be within the current area or another area of the UK where a more pressing need is identified. In making the decision Post Office Ltd uses their planning software to identify the most suitable location and all branches within that area will be considered as potential sites.
Post Office Ltd also provides an alternative postal vehicle relicensing service for the Agency for the convenience of customers unable to visit their nearest MVL branch. Details of this service can be found on the licence renewal reminders that DVLA sends to all currently licensed vehicle keepers. The Agency has also introduced the option of electronic licensing via the Internet and by Telephone in order to offer customers greater flexibility and choice in how they transact with DVLA.
Post Office Ltd is very aware of the impact queuing can have on customer satisfaction. Some of the transactions conducted at a Post Office counter can take a little longer to complete and it is important that counter staff spend time with individual customers so they don’t feel rushed. However it is also recognised that this can affect waiting times and a lot of work is undertaken to get the right balance. Should an individual branch have issues with queuing times, Post Office Ltd will consider what changes might be made to improve the situation and work with subpostmasters to do so. More generally within Crown branches, Post Office Ltd has recently completed a programme of investment and refurbishment to improve the customer experience, including elements to address queuing issues. These may include the greater use of automation such as Post and Go machines and ATM’s or revised branch layouts that mean longer transaction and business customers are separated away from the main queue.
I would like to reassure you that DVLA attaches great importance to the level of customer service provided. Part of our role is to ensure that any changes Post Office Ltd undertakes to the network will not have a detrimental affect on the total number of branches which provide vehicle licence issuing services.
Post Office Ltd has confirmed there are no current plans to extend the MVL service to Connaught Road Post Office® branch. However, Post Office Ltd has explained that when a vacancy arises Connaught Road Post Office® branch will be considered along with all other branches within the UK as a potential location. I can only reiterate that Post Office Ltd is responsible for determining the precise profile of the network.
I hope this explains the current arrangements adequately. I am sending a copy of your letter and this response to Post Office Ltd for information.
Yours sincerely,
Ieuan Griffiths
Director of Finance and Strategy
C3 West
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