Vehicle and Operator Services Agency


Book Description

This report examines the extent to which the Vehicle and Operator Services Agency (the Agency) is effective in targeting high risk vehicles and whether its approach to enforcement is appropriate for today's world. The Agency has successfully increased by over 25 per cent the number of dangerous vehicles and drivers that it removed from the roads in recent years. There is scope to do better by bringing the Agency's working practices up to date to reflect current road traffic patterns and the opportunities afforded by technology and working with others. More needs to be done to address the significant risk to road safety posed by foreign commercial vehicles. They appear to contribute little in the way of revenue and pose a particular challenge in terms of enforcing regulations. The Department for Transport and the Agency have not done enough to secure access to HM Revenue and Customs' Freight Targeting Database which would allow the Agency to target non-compliant vehicles and drivers as they enter the country and so prevent them from travelling on Britain's roads. The Agency needs to develop its targeting systems further so that they reflect better the known risks to road safety. Likewise the location of staff and checksites needs to reflect more closely current traffic patterns. The Department's new Heavy Goods Vehicle (HGV) compliance strategy is under development and provides an opportunity to make better use of data to analyse risk and to target resources more effectively.







Vehicle and Operator Services Agency Annual Report and Accounts 2008/09


Book Description

The Vehicle and Operator Services Agency (VOSA) annual report and accounts for 2008-09 incorporates: Performance & activities for 2008/09; Governance - including the Director's report, management commentary & remuneration report; and Finance - presenting the annual accounts




Sessional Returns


Book Description

On cover and title page: House, committees of the whole House, general committees and select committees




The Department for Business, Innovation and Skills


Book Description

This report examines the experience to date of delivering the debt advice project, and how the overall strategy for support to the over-indebted has been managed. Consumer debt stands at around £1,500 billion, and some 11% of the UK population struggle to manage their debts. The Department for Business, Innovation and Skills shares responsibility for co-ordinating the strategy with the Department for Work and Pensions and the Ministry of Justice, and is responsible for the strategy's evaluation. There has been a complete failure to manage delivery of the strategy. Since 2006 the Department has also managed a project to provide face-to-face advice for those struggling with debt. The £130 million project is funded primarily from the Treasury's Financial Inclusion Fund, and delivered locally by Citizens Advice and other third sector organisations. Whilst greater success has been achieved in managing this particular project, which is delivering more debt advice than planned at a lower cost per person than budgeted, the project is currently unable to meet all the demand from those users it is intended to help. More people could be reached if the Department better understood consumer needs, the effectiveness of different methods of delivering debt advice, and the most efficient ways of providing advice. In addition, much debt advice is already provided by the private sector and the Department needs to consider both the quality of the advice provided and the contribution that private sector advice could make in the future.




HM Revenue and Customs


Book Description

HM Revenue and Customs' performance in responding to calls has been poor. In 2008-09, HMRC answered only 57 per cent of the 103 million calls to its main helplines, compared to an industry standard of 95 per cent; callers waited on average two minutes, and nearly four minutes in peak periods to speak to an advisor; and yet contact centre staff spent only 38 per cent of their time handling calls against an industry benchmark of 60 per cent. HMRC has set a target to answer more than 90 per cent of calls by March 2012, but achieving this would still fall short of best practice. It could do more to reduce the confusion caused by having 139 telephone numbers. A total of 6.8 million calls failed accuracy checks in 2008-09 because advisors did not follow guidance and procedures, but HMRC does not know how often the advice it provides by telephone is actually incorrect. HMRC could also match staffing levels more closely to levels of demand, as the number of calls fluctuates significantly around key statutory deadlines during the year. There are also significant opportunities to reduce costs and improve its responsiveness by reducing the number of unnecessary calls. HMRC estimates that 35 per cent of calls are avoidable, often from people seeking to clarify information they had received which they did not understand, or chasing progress on items being processed in other parts of the department.




Department for Work and Pensions


Book Description

This report examines the action the Department for Work and Pensions is taking to tackle overpayment and stem the rising trend in benefit debt; improve its knowledge of its client base; and set realistic targets to improve debt collection and improve write-off. The Department has increased cash recoveries from £180 million in 2005-06 to £281 million in 2008-09. However, yet again, evidence proves that the Department needs to significantly improve how it makes benefit payments, it adds. The total amount of money owed to the Department as the result of benefit overpayments is now £1.85 billion and is rising as recoveries are not keeping pace with the increase in referrals. Helping customers avoid getting into debt is important for both the Department and its customers in managing their finances, and the increasing total level of debt reflects the difficulty of recovering money once overpayments have occurred. Overpayments arising from Income Support accounted for over 70 per cent of all debts at 31 March 2008. It is critical that the Department improves its debt prevention procedures and intervenes more directly to check that the circumstances of customers have not changed. In 2007-08, some £9.3 million of small overpayments below £65 were written off because the Department considered them too small to justify the cost of recovery action. But the Department does not distinguish between different types of debtor or different recovery routes in assessing whether the costs of recovery are likely to outweigh the benefits.




The Stationery Office Annual Catalogue 2008


Book Description

No public library discount on this title.




The work of committees in 2008-09


Book Description

work of committees In 2008-09 : Second report of session 2009-10, report, together with formal minutes and Appendices




Electronic service delivery in the driver, vehicle and operator agencies in Great Britain


Book Description

The Driver and Vehicle Licensing Agency, the Driving Standards Agency and the Vehicle and Operator Services Agency provide services for 42 million drivers, the keepers of 36 million vehicles, 100,000 commercial vehicle operators and 19,000 authorised MoT businesses in Great Britain. The services include issuing driving licences and vehicle registration documents and conducting driving and Heavy Goods Vehicle and Public Service Vehicle roadworthiness tests. The Driver and Vehicle Licensing Agency is also responsible for collecting Vehicle Excise Duty, which raised £5 billion in 2006-07, working with a range of stakeholders, such as the police, to enforce collection of this Duty. The Agencies handled some 124 million customer transactions in 2006-07 for the range of services which could be made available electronically. This report examines six of the 15 services available electronically, in which the Agencies have invested at least £60 million to improve access and service delivery. The services accounted for 12.6 million electronic transactions in 2006-07: applications for provisional driving licence; booking of driving tests (both practical and theory); taking driving theory tests; upgrading from a provisional to full driving licence; buying car tax or making a Statutory Off-Road Notification; and changing commercial vehicle operators' records. The Agencies' investment of some £60 million in new technology to improve access and delivery of five of these services, and their further investment in the services for booking and taking the driving theory test, have made the services easier and quicker for customers to access and less burdensome to use. After taking account of the development cost, the services should also lead to savings of at least £33 million but to achieve these take-up must increase and some aspects of the services must improve.