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Self-service facilities now enable private motorists to go online to apply for a first provisional driving licence, book a driving test, renew their car tax or declare their vehicle off the road. To renew car tax once meant a trip to the Post Office with a pile of documents. Turning it into a five-minute transaction on the internet meant computerising 19,000 MOT garages, a major reworking of government business processes that serve 32 million people, and persuading the insurance industry to provide a central database of insurance details. Computerising MOT garages proved more challenging and took longer to deliver than expected, but the Department for Transport and the supplier worked together to overcome the challenges, and the system was delivered successfully.

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