"VI does care"
Page 27
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Iwould like to reply to your Comment and the news story "VI plans to stop local truck test booking"(CM24-30 Nov). I am responsible for the systems operated by the Vehicle Testing Division of the Inspectorate, and in particular for the computer systems we are developing under our new Information Systems Strategy which include those for new test reservations.
I am concerned that your readers might think that the Inspectorate has decided on changes to test booking systems which would reduce current levels of customer service. We have made great improvements in that area over the past five years or so and are determined to continue to do so.
It is true we are looking at providing a central telephone reservation system with the aim of providing the same benefits customers experience from telephone bookings to their local stations but with further advantages of being able to offer a choice of test times and stations, and more ways of paying test fees.
We are only at the early planning stages of looking at this and, as CM says in Comment, we have yet to consult on the scheme and have yet to develop proposals.
It is not true that we intend to attempt to restrict hauliers to paying by credit card or by having an account with us. We have run customer accounts for some time and they have been welcomed by customers who run a number of vehicles. We would like to reduce the amount of cash and cheques received, particularly at stations, but we will continue to welcome them.
We are under pressure to provide better service with fewer resources and the system could indeed require less administrative effort to take bookings and deal with fees if it works effectively and is sufficiently widely used.
We are still looking at those issues and will need to decide, in consultation with our customers, whether the use of a central telephone reservation system will justify the investment.
We are consulting the relevant trade associations on it and take seriously the views expressed by CM.
Early next year we will be able to be clearer on what can be offered and will consult on more detailed proposals before making any decision on whether to proceed.
I hope this reasssures your readers.
Tony Thompson Quality, systems & facilities, Vehicle Testing Division, Vehicle Inspectorate, Bristol