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Operators 'are satisfied with VOSA'
Page 26
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I READ WITH interest the article written by Chris Tindall headed "Going Private" (CM 19 August). VOSA's Annual Report and Effectiveness Report 2003/4 addresses some of the issues raised and I am writing to explain these issues further.
Although I have been VOSA's finance director for a number of years I am also currently acting as operations director pending the vacancy being filled and so am particularly interested in the concerns highlighted.
Firstly on the subject of test fees; these went up by an average of 10% both this year and last. The history of test fees shows that in the period 19932002 test fees increased by 16% compared with cost inflation of something like 35°/.3.Extra income from the fees is being used to balance the deficit in the accounts, to invest in facilities (our estate and equipment) and to improve services.
We are very conscious of the level of fees charged to operators and make every effort to provide an efficient and effective service.The trade was consulted about the increases and generally was very supportive of our planned modernisation programme. I would like to assure your readers that we make every effort to control costs and are not complacent because of our unique position.
You will see, from the Annual Report,that we began our investment with the successful refurbishment of Kidderminster test station.The refurbishment forms the template for our modernisation plans. Similar rebuilds will start at Aberdeen and Gillingham this autumn with an ongoing refurbishment of six stations in the following year. We also have plans to invest in new headlamp-aim kit and heavy-duty wheel shakers, as well as improving the inspection pits and test station floors. Contrary to the article, there is not a hold on our investment programme.
The only element of our investment programme which is under review is the provision of new roller brake testing facilities. The solutions provided by the bidders in our initial project did not meet the specifications and so the requirements are being considered.
The article also mentions "operating over seven days and at night". We currently operate a number of test stations on Saturdays and extended hours during the week. This service is based on demand. Obviously we cannot open a test station out of normal hours just for the occasional test, but where there is sufficient workload to justify opening then we do so.
Regarding consistency of tests, VOSA has a national quality assurance team to maintain the consistency of testing procedures throughout the country. The team conduct formal assessments of test sites to ensure the accuracy of manuals and records, and adherence to policies and procedures.
VOSA encourages operators to comply throughout the year rather than through the oneoff testing process. Our roadside checks target the non-compliant, stopping those who are known to have poor maintenance procedures and those who have a history of flouting the requirements.
lam concerned that operators are felt to have "lost faith in VOSA". This contradicts the results of independent MORI surveys on our customers. Our annual report goes into these results in more detail.This year's results, which have yet to be published, show a further improvement. In fact the overall picture is of a high degree of satisfaction with our organisation.
We welcome comments from operators, drivers and presenters on the service we provide and make every effort to address any issues they have.Your readers are welcome to contact us through the e-mail address movingon@vosa.gov.uk or by calling the national number 0870 60 60 440. Jeff Belt Finance and operation director Vehicle and Operator Services Agency