James Browne (Wexford, Fianna Fail) | Oireachtas source

I acknowledge the difficulties people are experiencing in trying to get through by telephone to the NDLS booking system. It is not acceptable that service provision is not up to standard. I have been assured by the RSA that the additional training by the service provider, to be completed this week, will improve the service provided to the public.

During the tender process, it was not intended that the new contract would have a mandatory non-appointment option. Experience has shown that managing a non-appointment service was difficult. Each office was staffed to take a certain amount of activity but, where a non-appointment service was permitted, there were peaks and troughs during the day, with early mornings and lunchtimes putting the offices under pressure. This generated complaints from members of the public due to the waiting times and delays.

The RSA was aware that over the lifetime of the contract, there would be a service with increasingly fewer customers because of the increased uptake of the online option. To make an attractive offering to the market, it was important to pitch the service in a way that would attract several bidders and ensure value for money. The ability of companies to manage and adapt staffing requirements was an important element of this. Accessing the online service to apply for a driving licence or learner permit requires a verified mygov.ieaccount to validate identity. This is consistent with Government policy. A public services card is not mandatory. It is not needed to book an appointment at an NDLS office. Other documents, such as a passport, are accepted to verify identity in person.

Under the terms of the agreement between the Department of Social Protection and the Data Protection Commission, it was acknowledged and accepted that the Department and other specified bodies, such as the RSA, could continue to use mygov.ieas a sole means of authenticating identity for the purpose of accessing online services provided that an alternative service channel was available.

See this speech in context