"....we have managed to improve continually our efficiency...."
Maybe for flight testing, however I think that the vast majority would probably not have seen this in the theory examining side.
I have seen a slight increase in the level of customer service with front line staff over the 5 years I've had any thing to do with them. But this has only been very recently. For a while it was terrible. It is harder to book, pay for, sit and recieve results now than it was when I started without doubt.
cub.