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DVLA's phone system: unfit for purpose & needlessly expensive
Michael McCarthy made this Freedom of Information request to Driver and Vehicle Licensing Agency
The request was partially successful.
From: Michael McCarthy
16 February 2009
Dear Sir or Madam,
Exercising my rights under the Freedom of Information Act, I would
like to know:
1. How many complaints from the public about DVLA's automated phone
system (which typically prevents callers from speaking to an
operator, feeding them instead with pre-recorded messages which may
well be irrelevant to their needs) has DVLA received since this
system was introduced?
2. Which of these complaints have been acted on, and in what
respects?
3. In an average year, how much money does DVLA make from the
expensive 0870 phone numbers its website encourages callers to use
to contact it?
4. Why does the DVLA website fail to publicise its non-0870 phone
numbers, apart from some for the aurally impaired?
Yours etc.,
Michael McCarthy
From: csm
10 March 2009
Please see the attached reply.
Jessica: Wheeler left an annotation ( 9 September 2009)
Wow, I want an 0870 number!
Anyway enough with the sarcasm....
In consideration of this figure, a further request of running costs could be made?
How about asking to view the full financial audit accounts for both public & private income and expenditure?
nick leadbeter left an annotation (27 January 2010)
DVLA Phone No 01792 782341 only one option announcement (3 options) hold for operator to be redirected
F. Rustrated left an annotation (28 June 2010)
Used this phone no successfully 10 minutes ago having been told continually by recorded message for the last 10 days "too busy - ring back". Was advised advised my letter sent a month ago requesting my licence back was only registered last week and will now have to wait in a queue. No idea when they'll get to it!
Disgraceful when someones livelihood is on the line.
Another Government whitewash.
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
Ben David left an annotation (20 March 2009)
That's a truely astronomical figure for a service which should be essentially free. I would be interested to know how much all of these 0870 numbers for government services make from the public!!
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