Transforming DVLA services

This consultation is about DVLA’s plan to move away from a largely paper-based organisation to a modern, highly efficient, electronic business, providing more online services to motorists and businesses. In addition to providing improvements to the customer experience, this transformation will deliver sustainable long-term savings in line with the government’s commitment to digital services.

The primary objectives of these proposals are to:

• enhance customer services by better aligning customers with existing or new service delivery channels - saving money for DVLA and customers
• increase the use of existing and planned electronic services, supporting the ‘Digital by Default’ agenda and moving away from more costly paper channels
• substantially reduce the cost of the services currently delivered through the network offices and to make a significant contribution, estimated at approximately £20-£30 million each year, to the agency’s plan to deliver efficiencies of £100 million per annum by the end of 2014/15 while ensuring that current quality and accuracy standards are maintained

Phil Bushby, DVLA HR & Estates Director talks about transforming DVLA services.

Transforming DVLA services.