AQW 22997/17-22

Mr Andrew Muir
Alliance Party
North Down

Tabled Date: 22/09/2021
Answered On Date: 27/09/2021
Priority Written: Yes

Question:
To ask the Minister for Infrastructure (i) to detail the recent updates on the MOT booking system; and (ii) why, as part of these updates, was a new process not put in place to prevent long waiting times in online queues.

Answer:

The recent updates to the Driver and Vehicle Agency’s (DVA) online booking system involved the replacement of the previous system which was 20 years old and used ageing technology. The new system provides a modernised booking solution for all current and future vehicle and driving test categories, and will encourage DVA customers towards online channels through a simplified system and improved booking experience. The new system will also include built-in audit features and allow better reporting of DVA information.

A queuing system was put in place to prevent system crashes and has been used previously during periods of unusual surges in demand. The system was closed from 5.00pm on 16 September to facilitate the transition to the new system and this created an upsurge on demand throughout that day. The queueing service managed the demand and ensured that the new booking system did not crash, although initially queueing times were longer than normal. Queueing times have since reduced to normal levels and customers are now able to access the booking system in a timely way.