A truly staggering response. I had my own battle with this agency last year but, after many attempts, I got what I wanted, ie the equivalent GN for calling from overseas. Presumably you will be requesting a review. This response so typifies the stupidity of UK government departments and agencies that just can't understand simple concepts.

I note that the friendly DVLA now has its own page relating to 0870 FOI responses:

http://www.dvla.gov.uk/0870_numbers.htm

Thank you for your e-mail of 22 September 2005 requesting an internal review to your request for information under the terms of the Freedom of Information Act 2000. 

I am sorry that you are dissatisfied with the Agency’s decision to withhold the information you requested.  This aspect of your complaint has been reviewed and we have responded separately to this issue.  However, I feel that I should expand on your additional points.

The Agency did take into consideration the fact that there is general public interest in knowing how public funds are managed.  However, in this commercial age, disclosure would likely affect our Service Provider and this was the main factor for withholding information on the revenue received per minute from our use of 0870 numbers.  We have received confirmation from BT that they do not wish us to divulge this information.

While other call routing solutions may have some of the advantages from using 0870 numbers, DVLA are satisfied that the current arrangements are the most effective way of answering public telephone enquiries.  I explained the advantages of using 0870 numbers over geographic numbers in my reply of 31 August.  However, I can add that, prior to introducing 0870 numbers for our dedicated Local Office (LO) Contact Centre, we were operating geographic numbers for individual Local Offices in parallel with the non-geographic numbers used for making general enquiries.  The 0870 reports contained far more information than those where a geographic number was being used and allowed us to deliver a far more pro-active service.

You refer to two WebPages of ASA. The arrangements in place, prior to the introduction of 0870 numbers for our enquiry service in November 1999, were considered unfair to those telephoning from far afield compared to those telephoning from Swansea.   While I recognise that the position has now changed amongst some service providers, the factors for withholding the equivalent geographical numbers still outweigh those for disclosure.

While the charges incurred when telephoning 0870 numbers are set by the customers’ Service Provider, the Agency is taking action to provide the information on the website clarifying this position. 

You may be aware that OFCOM have announced a new approach to 0870 numbers.  DVLA is awaiting the outcome of a consultation and will comply with any changes made to the regulation.

I trust that I have clarified the position.

Yours sincerely

Sent unsigned via e-mail

Noel Brock
Customer Services Manager

"Thank you for your request for information on the amount of income DVLA receives per annum from the use of 0870 numbers.

The Agency has completed its search for the information you requested on 27 June 2005 and I can confirm that, for the accounting period 2004-2005, we received £1.3 million from phone calls to our 0870 numbers.

If you are unhappy with the way DVLA has handled your request or with the decisions made in relation to your request you may complain by writing to me.  Please see the attached details of the Department for Transport’s complaint procedure.

If you have any queries about this e-mail, please contact me quoting the above reference number in any future communications.

Yours sincerely

Sent unsigned via e-mail

************( deleted by poster)
Customer Services Manager

In a courteous and timely response to a request from me for information regarding revenue generated for the DVLA through the use of 0870 nu7mbers the following response was received:

"The table below sets out the revenue received from our service provider in resoect of 0870 numbers:

2000-1 £     47,680.47  Not confirmed
2001-2 £   111.015.96  Not confirmed
2002-3 £   585.077.38
2003-4 £   384,754.29
2004-5 £1,309,208.45
2006-6 £2.423,516.79"

There is a reference in their response to a change in accounting procedures that mean that the 2000/01 and 2001/02 figures may not accurately reflect just the revenue from 0870 numbers but could include other revenue as well.

With almost £4 million extracted from telephone callers in just two years and with the figure apparently rising exponentially, the DVLA response clearly indicates how this government department is failing to give value for money to its customers.

Off topic, but you must also be aware of recent problems with this new tax disc method - some databases haven't always updated, leading to innocent motorists being stopped by ANPR cameras in police traffic cars    Not to mention it being delayed/lost in the post...

Dave wrote on Nov 3^rd, 2006 at 2:55pm:


I did the same for my car and the wife's as well (bad planning, both needed renewing the same month) and I'd urge everyone to do so too - use a rural Post Office if possible so we don't lose them.