DVSA statement regarding MOT system issues

Department acknowledges things: "Haven't gone as well as planned"

Published:  02 September, 2015

The Independent Garage Association has published a statement from the DVSA apologising for the issues surrounding the new MOT system.

Following complaints that the online system, where testers have to log in to a cloud-based portal to enter test results and generate a certificate, was crashing on a daily basis, the DVSA addressed various issues and provided advice for garage concerning what to do in an 'outage'. It has now admitted the faults in the systems and that it needs to do more to ensure drivers are aware of the changes, taking the brunt of complaints away from the garages.

Neil Barlow, DVSA Head of MOT Modernisation said: "The early days of the new MOT testing service haven't gone as well as planned and we apologise for that. We've been as disappointed as you about the way the service has started and want to explain that we're doing everything we can to make things better and take things forward.

"We've had some problems moving data between MOT Comp and the new service which has affected things like issuing duplicates and carrying out retests. We're now starting to see this data move over to the new service which should resolve these issues.

"In the early days, we also had some performance issues around printing and last week had substantial problems with our hosting provider. It seems other parts of government experienced similar issues so this was not unique to DVSA and the new service.

"To prevent this from happening again, we made the decision to move to another hosting supplier last weekend. However, it seems our initial hosting issues masked some other underlying problems which we've now solved by working throughout the night every day this week.

"The service has now become stable and fully functional and, as a result, Friday was our busiest day so far with normal levels of transactions recorded on the service.

"Despite the recent problems, we've already registered over 1.6 million tests on the service and we'd like to stress to garages that they shouldn't turn away customers if they can't access the service because they can use contingency testing to issue certificates and carry out tests instead.

"To support this process (and to help everyone catch up on entering contingency tests) we're temporarily allowing another tester to enter a contingency test on behalf of a fellow tester who works at the same VTS.

"We've also been working with Post Offices to make sure they accept any contingency certificates presented to them by customers wanting to tax their car. So, as you can see, we're doing all we can to make things work.

"We'd like to thank those garages who've been affected by the recent issues for their patience over the past couple of weeks."

Despite the comments that the service was fully functional, garages were still experiencing intermittent problems, with Aftermarket Editor Phil Curry being handed a contingency certificate on Tuesday September 1st. It appears there may be a long road ahead for the DVSA system, however hopefully the worst has now passed.

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