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348562

registered interest
date	04/06/2015
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
hansard heading	Roads: Accidents
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Transport, if he will provide guidance to police authorities who close a road following a road traffic accident about the need to post diversion signs to facilitate traffic flow; and if he will make a statement.
tabling member constituency	East Yorkshire
tabling member printed	Sir Greg Knight
uin	1145
answer	answer is ministerial correction date of answer 10/06/2015 answer text <p>Guidance on traffic management, including the provision of diversion signs, following a road traffic accident or in other emergency situations is already provided in The Traffic Signs Manual Chapter 8. This document, published by the Department for Transport, is available online at: <a href="https://www.gov.uk/government/publications/traffic-signs-manual" target="_blank">www.gov.uk/government/publications/traffic-signs-manual</a></p><p> </p><p> </p> answering member constituency Harrogate and Knaresborough answering member printed Andrew Jones question first answered 10/06/2015 13:59:11 answering member 3996 label Biography information for Andrew Jones
tabling member	1200 label Biography information for Sir Greg Knight

347022

registered interest
date	27/05/2015
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
hansard heading	Driver and Vehicle Licensing Agency
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Transport, what steps he is taking to ensure that staff working at DVLA Swansea provide a good customer service since the closure of regional DVLA offices.
tabling member constituency	East Yorkshire
tabling member printed	Sir Greg Knight
uin	236
answer	answer is ministerial correction date of answer 04/06/2015 answer text <p>The Drive and Vehicle Licensing Agency (DVLA) is meeting all of its customer service measures for transactions that were previously carried out in its network of local offices.</p><p> </p><p>Earlier this year, the DVLA launched two new digital services, which allow customers to retain and assign personalised registration numbers in real time, removing the requirement to return paperwork to the DVLA. These were two of the most commonly used services by customers of the local offices. These services are proving extremely popular with over a third of transactions already being carried out digitally.</p><p> </p><p>Overall customer satisfaction for all DVLA services is currently 93.12%.</p><p> </p><p> </p> answering member constituency Harrogate and Knaresborough answering member printed Andrew Jones question first answered 04/06/2015 12:30:58 answering member 3996 label Biography information for Andrew Jones
tabling member	1200 label Biography information for Sir Greg Knight

347023

registered interest
date	27/05/2015
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
hansard heading	Driver and Vehicle Licensing Agency
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Transport, for what reasons staff working at DVLA Swansea use a telephone answering system which gives a message and then cuts members of the public off without allowing them to leave a message or wait for their call to be answered; and if he will make a statement.
tabling member constituency	East Yorkshire
tabling member printed	Sir Greg Knight
uin	237
answer	answer is ministerial correction date of answer 04/06/2015 answer text <p>The Driver and Vehicle Licensing Agency (DVLA) answers 1.8 million calls every month through both its Interactive Voice Recognition system and advisors, 95% of these within five minutes.</p><p> </p><p>At busy times, customers are placed in a queue to speak to an advisor. If demand is very high customers may receive a message indicating that all lines are busy. Calls are then terminated so customers are not charged unnecessarily. In the 2014/15 financial year in 2014/14, 4% of calls resulted in the busy message.</p><p> </p><p>Utilising existing lines or increasing the number of lines to allow customers to leave messages would require resource to be diverted from answering live calls in order to respond to those who left a message. DVLA information is available online and customers can also contact the DVLA via GOV.UK and email.</p><p> </p> answering member constituency Harrogate and Knaresborough answering member printed Andrew Jones question first answered 04/06/2015 12:36:02 answering member 3996 label Biography information for Andrew Jones
tabling member	1200 label Biography information for Sir Greg Knight