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DVLA's 14-week driving license fiasco – the tech, people and chatbot trying to clear it

go.theregister.com·SA Mathieson·about 1 month ago
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The Driver and Vehicle Licensing Agency (DVLA) has introduced new techto support driving license applications that require medical checks, after processing times exceeded 14 weeks in February. Transport minister Simon Lightwood told the House of Commons it took an average of 71.4 working days to decide on such licenses in February, partly due to increases in the numbers and complexity of applications. "That pressure was compounded by the need to replace a legacy IT system," he said on 23 April. "Introducing a modern casework system was essential, but it required investment, experienced staff input and training." Since September, the DVLA has processed new and renewed medical cases through its Drivers Medical Casework System, which was supplied by Kerv Communications using Microsoft Dynamics 365 and employs decision trees to recommend decisions, according to a disclosure document published last May.…

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