Committee publication · Correspondence · 1 December 2025
Letter from the Chief Executive of the Driver and Vehicle Licensing Agency relating to the Committee’s evidence session on Government Services: Identifying Costs and Generating Income on 16 October, 24 November 2025
From: Public Accounts Committee
Inquiry: Government services: Identifying costs and generating income
Summary
Tim Moss, Chief Executive of the DVLA, updates the Public Accounts Committee on the agency's Drivers Medical service transformation. The DVLA processes over 830,000 medical licensing decisions annually, with demand forecast to exceed 925,000 applications in 2025–26. The organisation is implementing a new Microsoft Dynamics casework system to handle growing volume and complexity, operating in three phases (Stabilise, Improve, Accelerate) through June 2026 and beyond, with staff working overtime during transition.
Key findings
- DVLA made 830,000+ medical licensing decisions in 2024–25; demand forecast to exceed 925,000 in current year with continued growth expected
- New Microsoft Dynamics casework system went live 1 September 2025 for new cases; legacy CASP system still running for existing cases (dual-running period extended three months)
- Current 'Stabilise' phase (Nov 2025–Feb 2026) involves weekly review of workflow, staff overtime, and planned December system update; full migration from legacy system by February 2026
- Subsequent 'Improve' (Mar–May 2026) and 'Accelerate' (Jun 2026+) phases will consolidate training, increase staffing capacity, and deploy full digital functionality including Medical Services Platform
- Pre-November transition has reduced productivity and increased turnaround times; full implementation expected to improve turnaround times, enable case prioritisation, increase automation, and expand digital take-up
Tone
ProceduralTopics
Key actors
Tim Moss CBE, Driver and Vehicle Licensing Agency (DVLA), Sir Geoffrey Clifton-Brown MP, Public Accounts Committee, Department for Science, Innovation and Technology, NHS clinicians
Notable line
“Forecasts show that the overall customer work in progress will reach its peak during the stabilise phase, begin to reduce during the Improve phase and significantly decrease in the Accelerate phase.”
Key Quotes
“In 2024 – 25, the DVLA made more than 830,000 medical licensing decisions. Our forecasts show that we are likely to receive more than 925,000 medical applications and notifications in the current financial year and this growth is forecast to continue.”
“Since 1 September, all new medical notifications and renewals have been created and processed in the new Microsoft Dynamics (MsD) system. However, existing cases need to be managed on our old CASP casework system and so we have been in period of dual running for the last three months.”
“To process as many applications as possible staff are working overtime in the evenings and on weekends.”
“The pre-November transition phase with dual-system running and the need to train our teams on the new system has reduced productivity which has led to increased workloads, turn-around times and a lower level of service to customers.”
“I fully understand the frustration that can be caused by waiting for these applications to be processed and recognise the impact not having a driving licence can have on an individual.”
Source · parliament.uk record ↗