The Chief Executive Officer of Ghana’s Driver and Vehicle Licensing Authority (DVLA), Julius Neequaye Kotey, has revealed the significant infrastructure challenges he faced upon assuming leadership. In an interview on TV3’s Hot Issues on Sunday, March 30, Kotey disclosed that the DVLA’s head office was operating with a single telephone line, a glaring limitation that hindered communication with customers and stakeholders alike.
“When I took over, there was only one telephone for calls at the DVLA head office,” Mr.Kotey said, emphasizing the scale of the operational shortcomings he inherited.
To address these issues and modernize the DVLA, Mr. Kotey announced plans to establish a dedicated call center to handle customer inquiries and complaints more efficiently. He highlighted his broader vision to streamline operations and reduce wait times for customers. “I want to build a DVLA where a customer is served in 15 minutes. We aim to use technology to solve many of our problems,” Kotey added.
The CEO also addressed the issue of corruption within the DVLA, acknowledging the involvement of some staff members in the notorious “goro boys” extortion network. These individuals, often operating illegally, have been extorting fees from customers seeking services. Kotey noted that the authority was actively tackling this problem.
On the issue of delayed services, Kotey revealed that a backlog of over a year-and-a-half of unprinted driver’s licenses had been cleared. He assured the public that efforts were underway to improve the agency’s overall efficiency.
Looking ahead, Mr.Kotey announced plans to expand the DVLA’s regional presence, with new offices scheduled to begin offering services such as customized number plates by April 2025. He explained that these regional offices would help address access challenges and curb revenue losses resulting from customers’ struggles to access services at the head office.
Mr. Kotey’s long-term vision for the DVLA is to transform it into an institution known for its efficiency, customer-friendliness, and transparency. “I want to leave behind a DVLA that is free of corruption and one that will regularize the activities of the ‘goro boys’,” he stated, outlining his commitment to leaving a legacy of positive change for the authority.
Source:TheDotNews