John Perry (Sligo-North Leitrim, Fine Gael) | Oireachtas source

On behalf of the Minister for Transport, Tourism and Sport, Deputy Varadkar, I thank Deputy Dooley for raising this issue.

Following a Government decision in May 2011, the RSA was given responsibility for the operation of a centralised driver licensing service. In preparation for the introduction of the new plastic card licences, the RSA became the sole licensing authority for the country with effect from January 2013. The RSA operates the service through the NDLS, which comprises a central unit in the RSA and three outsourced contractors: a card producer for the plastic card licence, a front office to engage with the public, and a back office to process applications. This service came into operation from 29 October 2013.

There have been problems with the speed of processing applications in the NDLS since the system came on stream. The Minister has had regular discussions with the acting CEO of the RSA regarding the difficulties people have experienced and how the RSA proposed to address them. The RSA acknowledged that there were teething problems when the service opened. Some were technical and systems issues, while others related to new staff becoming familiar with the rules and processes around driving licences and permits. However, the system is improving.

The RSA responded by increasing resources in NDLS centres experiencing delays, as well as in the licence processing centre, and providing further training to staff. There are no major technical difficulties now affecting the service. A booking system to allow for customers to make appointments has been operating in a pilot phase, which was successful. This system is currently in use in Dublin, Cork and Tullamore, and is being extended on a phased basis to all NDLS offices.

In number terms, of the 150,804 applications received since 29 October, 124,688 licences have been issued. Dealing with what the NDLS regards as problem applications is taking longer. These are cases in which the application is incomplete or further information or documentation is needed to process the application. This involves contacting the customer, and finalisation of these applications is taking several weeks.

The NDLS is on track to have a ten-day turnaround by the end of February and a five- to eight-day turnaround by the end of March, which would be a major resolution of the problem. There is, as the RSA acknowledges, a backlog within the system, including problem applications, which must now be prioritised to ensure that customers get speedy contact from the NDLS to advise that there is an issue requiring resolution.

It is evident that there are significant numbers of customers who attend at NDLS centres without getting their application processed because they have incomplete or incorrect documentation. Some of this arises because there is a tighter ID regime in place than before the NDLS, in line with the SAFE 2 standard. The RSA is carrying out an on-the-spot survey over the next two weeks at several large NDLS centres to determine the exact nature of the problem. This may reveal that the information provided to customers on the application form or supporting documentation is not clear or complete or is unnecessarily complex or contradictory. The RSA will act quickly on the outcome of that survey if it suggests that changes need to be introduced. The Minister has asked me to convey to the House that he is continuing to monitor progress, but that overall he is satisfied that the RSA has taken appropriate actions to address the problems that have arisen.

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