Serco DES Inc. operating as DriveTest, a subsidiary of Serco Inc.,  is a service provider to provide Driver Examination Services in the province of Ontario under licence from Ministry of Transportation of Ontario.

As per the contract to improve IT Infrastructure at all DriveTest locations, Serco DES Inc., rolled out a New Online Booking System to book road Test Appointments on September 12, 2016. Since its implementation, this system is painfully slow, full of technical glitches, unstable and unreliable.

It is so unreliable that appointments released by DriveTest staff are not visible in Online Booking System on most occasions. Because available appointments through Online Booking System and Call Center are not in Sync, therefore, applicants have to call the DriveTest call centre to check and book available appointments all the time. This has led to the collapse of call centre due to overloaded and clogged phone lines of Call Centre throughout the day. It may take on average 30-50 calls in quick succession just to connect to the call centre and then the applicant is put on hold for 20-30 minutes to connect to the operator. If the suitable appointment is not available, one has to go through this ordeal multiple times.

We urge the Minister of Transportation and Management of Serco DES Inc., to fix the Online Booking System at the earliest on a priority basis to end the ordeal of Ontarians looking to book their road test.

Our Demands

• Shutdown Online Booking System till it is fixed and reliable to operate.
• Increase the Staff and Hours of Call Centre till Online System is ready to operate.
• Make sure that Appointments available in Online Booking System and Call Centre in Sync once Online System is Operational.
• Remove the acknowledgement from the main page of Online Booking System which says "Some customers may experience technical difficulties in making their road test bookings on this website", to make it trustworthy to be used by applicants.