A THIRD of callers inquiring about roadworks received inadequate information from the Highways Agency, a Government report revealed.
As many as 50 per cent of those telephoning took up to three attempts to get through to the Driver Vehicle Licensing Agency, the Public Services Productivity Panel report also found.
Some callers had to try 20 times before finally getting through to the DVLA.
"Public services must meet the needs of the public, not the agencies providing them," said panel member Andrew Foster, who compiled the report.
Entitled Customers In The Driving Seat?, the report evaluated customer service in the Highways Agency, the DVLA and the Driving Standards Agency.
The report said: "Some difficulties were experienced in getting through to the DVLA, particularly over the lunchtime period and after 4pm. This is, of course, precisely when demand from the working population will be highest."
Story date: Wednesday 02 February
Converted for the new archive on 30 June 2000. Some images and formatting may have been lost in the conversion.
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