To ask the Minister for Infrastructure, in relation to the backlog caused by the COVID-19 pandemic, what measures are in place to guarantee an efficient MOT telephone answering and booking service.

As part of its plan to restore services, the DVA has recently reintroduced further vehicle testing services which has significantly increased the number of customers requiring to book a test. Currently the MOT telephone booking system is the only channel available to the public for booking tests. Call volumes are almost double what they were this time last year with some customers also using the booking line to make general enquiries about DVA services, rather than using other means. Social media and other messaging is being used to help clarify the contact points that customers should use, depending on their query.

The DVA has urgently explored measures to improve this service and from 23 September introduced a new call messaging service to redirect general calls to nidirect. In addition, the call centre opening hours have been extended by an additional 2 hours from 5pm to 7pm on Monday to Wednesday. To further alleviate pressure on the MOT telephone booking system, the DVA continues to engage directly with the haulage industry, particularly those operators with large fleets, to facilitate bookings at a local test centre level where possible rather than using the booking phone line.

The DVA is also planning to reinstate its online booking service with a phased implementation from 1 October as set out in the table below.

This should significantly reduce the demand on the MOT telephone booking system.