An email, which dropped into many ADIs inboxes last week, has raised eyebrows on social media, with the wisdom of both its title – and some of the content – being questioned by trainers, and even DIA’s CEO.
DVSA Chief Executive Loveday Ryder wrote to trainers last week to provide an update on the agency’s recovery post pandemic, report on progress in tackling key issues (such as test waiting times) and communicate future plans. All good stuff.
However, on social media ADIs questioned the overall spin with the focus on the agency ‘successes’ and ‘achievements’ set against a context of continuing test waiting times challenges, Part 2 and 3 testing issues, and other frustrations with the agency’s current levels of delivery.
Others took issue with suggestions that whilst the standard of candidates being presented for test seems to have improved, and the pass rate has risen slightly (some commenters positioning that this isn’t necessarily an achievement facilitated by design – more so a result of pupils having to wait for tests longer and gaining from more practice, training and experience whilst the wait), there is still an inference that trainers need to work harder to bring better prepared pupils to test:
One social media user commented:
‘Most of the time you don’t bring pupils who are ready for their test’.
This narrative that there is a raft of us who just don’t teach people to drive properly is becoming really tiresome. It is not like they are experts in the logistics of delivering tests at a service level that is expected of them (levels they set themselves). “10 weeks by February 2023”, anyone?
DIA CEO Carly Brookfield commented:
‘When asked to give feedback before this communication went out I questioned the title of the overall communication, and the focus, as I didn’t really feel it was reading the room. Giving an update, great, but I personally think I would still be wary of using terminology such as ‘celebrating success’ etc, when an audience may be feeling some of the core services, and the standard of service they expect, still isn’t being delivered. Otherwise a communication tips into what an organisation wants to PR, rather than responding to customer concerns, or sentiments, towards the organisation in question.
If you haven’t seen the email sent out by DVSA and would like to read it online you can do so here.