Hildegarde Naughton (Galway West, Fine Gael) | Oireachtas source

I thank the Deputy for raising this matter today. The National Driver Licence Service, NDLS, which processes applications for and issues driving licences and learner permits, is the statutory responsibility of the Road Safety Authority, RSA, and the service is provided under contract.

NDLS offices across the country closed to the public at the end of March 2020 to ensure the safety of the service's staff and of the public using the service during the Covid-19 pandemic. Services resumed on a phased basis on 8 June 2020. All NDLS centres are operating as normal to the public nationwide. Appointments must be booked to attend an NDLS centre and are made available through the booking system, as the Deputy has outlined, which is accessed online at or by telephone at 0818 919 090. Appointments are available currently up to 26 March 2022.

The walk-in service previously available was originally discontinued to ensure social distancing and compliance with occupational and public health requirements. Since then, maintaining an appointment-based service has facilitated the management of demand and capacity. Appointments are booked in ten-minute slots and customers can be assured of the service within their allotted time. Accordingly, the current NDLS contract, which was put in place with the front-office service provider in 2021, no longer offers a walk-in service.

The NDLS office in Ennis has always operated a two-booth capacity. Currently, 96% of available appointments are booked for Ennis. However, with the recruitment of an additional staff member, capacity will increase shortly. No-show rates in Ennis in January were 12.3% of all booked appointments.

To date in February, it is tracking at 13.3%. These are the highest no-show figures in the country. There is 35.48% availability of slots nationwide, which is equivalent to 26,496 appointments. The NDLS front office has been challenged due to some absences caused by Covid but has maintained a full service, with minimum disruption and with completed applications being processed within three to five working days.

Due to the high demand for appointments, customers are asked to ensure that they attend at their appointed time. Where appointments are not held on time, this affects the service for the following appointments. Where a customer no longer wishes to keep a booked appointment, he or she is asked to cancel that appointment so that it can be made available to others looking for bookings. An online service is available for all application types and customers can apply or renew their driving licence or learner permit at ndls.ie. A verified mygov.ieaccount, which requires a public services card, is needed. The online service currently accounts for 45% of total applications. Further details can be found on the NDLS website. My Department is not responsible for the issuing of public services cards.

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