DVLA head office had only one telephone when I took over – CEO Julius Neequaye Kotey

The Chief Executive Officer of the Driver and Vehicle Licensing Authority (DVLA), Julius Neequaye Kotey, has disclosed a shocking infrastructure gap at the authority’s head office when he assumed office.

Speaking on TV3’s Hot Issues on Sunday, March 30, Kotey revealed that the DVLA’s headquarters operated with just one telephone line, making communication with customers and stakeholders difficult.

“We had only one telephone for calls at the DVLA head office when I got into office,” he stated.

In an effort to modernize the DVLA’s operations, Kotey announced plans to set up a call centre to handle customer inquiries and complaints efficiently.

“We are also going to have a call centre that will attend to customer concerns and complaints,” he said.

He further emphasized his commitment to enhancing service delivery through technology, stating his vision for a more efficient DVLA.

“I want to build the DVLA where in 15 minutes the customer is served. I want to use technology to solve a lot of the problems,” Kotey added.

The CEO also addressed corruption within the DVLA, revealing that some of the Authority’s staff were working alongside ‘goro boys’ to extort money from customers.

“We have discovered that some of our own people are part of the ‘goro boys’ who extort money from customers. This is a challenge we are tackling head-on,” he stated.

Kotey also discussed the significant backlog of unprinted driver’s licences that had accumulated due to financial constraints before he took office.

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“The one-and-a-half-year backlog of licences has now been printed,” he assured, emphasizing efforts to improve efficiency.

To enhance accessibility, the DVLA will begin issuing customized number plates and other key services at regional offices from April 2025.

“We are losing funds due to people’s struggles to access our services, thus the decision to open new offices across the country,” Kotey explained.

On his long-term vision for the DVLA, Kotey expressed his desire to leave behind an institution that is more efficient, customer-friendly, and free from corruption.

“I want to leave a DVLA everyone will be proud of, a DVLA that will regularize the activities of the ‘goro boys’,” he said.

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