Michael McNamara (Clare, Independent)
Link to this: Individually | In context | Oireachtas source

Before I discuss my Topical Issue matter I must thank the Minister of State, Deputy Rabbitte, for the fact that her colleague in the Department of Health did visit Cappagh Hospital. I just hope that some progress will be made there with regard to providing additional funding for the treatment of scoliosis and similar conditions.

I thank the Minister of State, Deputy Naughton, for coming to the House to take this issue. I wish to raise the necessity to fully reopen the National Driver Licence Service, NDLS, centre in Ennis to members of the public to provide a normal level of service. Some weeks ago in the Chamber we held a discussion on banking. It was slightly off topic but it was raised by the Minister of State's colleague from Carlow-Kilkenny, Deputy Phelan, and the discussion concerned the lack of services provided to elderly people by banks now. I completely and wholeheartedly agree with Deputy Phelan.

There are situations where such people are on the telephone and there is an option to dial 1 to wait for 15 minutes, dial 2 to wait a further 15 minutes, and dial 4 for your call to be terminated. It is leading to huge frustration for people and citizens across the State. It is bad when banks are doing it but these are private entities, although we bailed them out and so on. It is inexcusable and unforgivable when Government agencies and agencies of the State are providing that level of service. This is what is happening with the National Driver Licence Service centre in Ennis. It is located in what is commonly called the Tesco shopping centre across the road from Cusack Park in Ennis. People must book online and if a person cannot do so, they must use a particular telephone number. There are many people in the State who for one reason or another cannot book an appointment online. Then they must ring a telephone number.

I will give the Minister of State examples of a couple of experiences that have been brought to my office. One man of retirement age had to get his grandchild to make an online appointment for him as he could not walk into the centre. He received his appointment and attended the NDLS centre with his paperwork on Tuesday. The form was completed and signed, and his photograph was taken. Then, on Thursday of the same week he received a form in the post to be signed. He returned to the NDLS centre with the form but they would not help him. He was told that they were not in a position to help him so he had to email that for. Like other Deputies, I have a constituency office in Ennis. The man came to my office and we scanned and emailed the form. In my view, however, he should not have to do that. It was as simple as leaving a form in the door but they would not accept it.

In another case, a man from the west of the county took time off work to attend his appointment in the NDLS centre and he had his paperwork in place. He was told that they would not accept cash due to Covid. Now, everybody else is getting with it but the NDLS centre would not accept cash and this man did not have a card. He telephoned his wife and his wife gave him the card number but the centre would not accept that payment either because his wife was not present with him.

In another case, a woman in her 80s called to the office to say that she had been one and a half hours on the phone, that is, 90 minutes, trying to get an appointment. Eventually the call was terminated. Obviously I was not there with her and I do not know that she was a full 90 minutes on the phone but she has no reason to make it up. I also wish to give the details of something else, which I can verify. A woman of retirement age who does not have a laptop or a computer required her licence to be renewed. She was unable to contact the NDLS on the number given, which was the correct number. She called to our office, a member of my staff rang the number and was a full 45 minutes from 9:45 a.m. until 11:30 a.m. on the phone waiting to get through and eventually could not get through to make an appointment. I put it to the Minister of State that this is not good enough.

Hildegarde Naughton (Galway West, Fine Gael)
Link to this: Individually | In context | 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.

Michael McNamara (Clare, Independent)
Link to this: Individually | In context | Oireachtas source

I thank the Minister of State. What she has just told this House is that a temporary reduction in services as a result of Covid is being used to introduce a permanent reduction, which is what we have accused the banks of doing. The RSA, an agency under the remit of the Department, seems to be happy with this. It is outrageous that people can no longer obtain access to a normal service. Covid is being used to downgrade services. That is all very well and good for those who can do their business on line, which is many us. What about those who cannot? Something else that is outrageous is the state of distress that people come out of that office in. I challenge the Minister of State to stand outside those offices. Elderly people feel there is absolutely no sympathy for their plight and they come out of the office in a state of distress.

I note the very high level of no-shows. I find that highly suspicious because I have heard numerous anecdotal accounts of people who have showed up two or three minutes late, still within their ten-minute slot, and who have been told they are late and have to go. That is not good enough. Of course people should show up on time, but life intervenes. Sometimes Ministers do not show up here on time because life intervenes. We try to get on with things and facilitate business, but it seems to be no willingness to do that in the NDLS in Ennis.

I am worried that the stance the Department is taking is to state the service was temporarily downgraded and that is wonderful, because, like the bank of Ireland and AIB, it is going to use it as an excuse to permanently downgrade the service it offers without any cognisance of the impact that is having on elderly people's lives. I brought my father to get his last driving licence and distinctly remember it. I am happy he received a good level of service, but then and now are two very different things. This needs to be examined. It is not good enough in terms of the downgrading of the service and, in particular, the service being offered in Ennis.

Hildegarde Naughton (Galway West, Fine Gael)
Link to this: Individually | In context | Oireachtas source

As I said, Ennis is increasing capacity to deal with the pressures on the service by having an appointment service in place which ensures better management of demand and capacity. The new staff member in Ennis will start on 28 February, which will increase capacity by 25%. There are two booths available, but the service is currently operating with 1.5. I have been assured by RSA that the staffing changes will improve the backlog. Those who have booked an appointment should please cancel if they are not going to attend because others are waiting.

On the telephone line, I can go back to the RSA regarding waiting times and raise the issue of people trying to contact the office. I can appreciate that people cannot get online and are not getting through on the phone line that is being provided. I will revert to the Deputy in terms of the operational management of that system.