IMPROVING MILEAGE RECORDING ERRORS IN THE MOT TESTING SERVICE

Every year, we receive over 14,000 requests to correct MOT mileage readings through our contact centre and directly via GOV.UK.

Incorrect readings can go unnoticed by vehicle owners at the time of test. But at the point of trying to sell the vehicle, errors are highlighted by online car sales websites, dealerships or potential buyers.

Recording the odometer reading is a part of the MOT test. The tester enters the mileage into the MOT Testing Service (MTS). After the test is complete, the reading is shown on the MOT certificate and on the vehicle’s online MOT History.

Researching Mileage Errors

After conducting some user research visits at MOT testing stations, we were able to understand how and why errors in mileage recordings occur. Speaking with MOT testers, we were able to broadly categorise reasons why mistakes are made due to Entering incorrect readings, Reading and entering incorrect numbers and Dyslexia and dyscalculia

Helping Testers Recognise Errors

Last July we added a new feature to MTS to highlight differences entered in the odometer reading in comparison to the previous MOT test. If the reading is the same as the previous one, or considerably different, a warning message now tells the tester if the reading is lower than, or significantly higher than the last test.

The feedback from the research was that the message is helpful in identifying potential mistakes when entering mileage readings. When the message is shown, testers must confirm that the reading they’ve entered is correct or edit and correct the reading.

system, reducing the amount of information that has to be manually typed into MTS.

What To Do If You Think The Mileage Is Recorded Incorrectly

Since the new feature launched, the warning message has been triggered 1.5 million times, which equates to around 4% of all MOT Tests; this has resulted in 42% of these being reentered, avoiding future corrections.

Future Improvements

We have identified some content improvements to the odometer warning message, such as displaying last years’ mileage reading. This will make it easier to compare the readings and help testers quickly realise if they have made an error. This is part of our on-going design and research looking at other improvements to make the screen even more helpful in identifying mistakes.

Recognising that we have thousands of MOT testers who have difficulties in entering data into MTS, we are working on improvements to automate MOT data entry. Connected equipment was the first step in automating test results into the

With the best of intentions, unfortunately mistakes can occur. Where errors are noticed within 28 days of the MOT being conducted, these can be corrected and a replacement certificate produced by the MOT centre.

Where errors are noticed over 28 days, these must be reported to DVSA. You will also need to email proof of the mileage, such as a scan or a photo of: y An invoice for the MOT y An emissions printout y A service receipt y A vehicle job card from the MOT centre

They need to show what the mileage should be, and show the same date as the MOT test.

This is important as if you do not send the right evidence, DVSA will not fix the mistakes.

Courtesy DVSA Matters of Testing

by Simon King Managing Director, Autotech Group