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Corporate Services
Your
Interactive document
July 2018
DVLA
Issue
02
A DVLA that works for you by working with you
Issue 02 Newsletter
navigation guide
What’s
This newsletter is a fully interactive
document that lets you navigate
by clicking on text and icon links
inside... throughout the newsletter. Please see
the guide below to help you navigate
the newsletter successfully:
01 Go to last page or next page
News and updates
Scam websites Go to contents page
Notify service
Customer complaints Go to feedback page
Enforcements
I am delighted to be able As our corporate customer make use of Hover-over to reveal information
Charities Forum a range of different services provided by
Output Services Group (OSG)
to issue the second edition DVLA not surprisingly the articles included Go to newsletter section
Fleets scheme of our newsletter which is in this edition are quite wide ranging and 01
Nigel Rogers introduction specifically focussed on varied. Hopefully there will be something
for everybody but we would like to
the services offered to our Copying content
02 corporate customers.
hear from you on any specific issues or
If you require any of the content in
Meet the team (updated) services you would like to see featured in
future editions. this newsletter for your own news
03 Following the launch of the first newsletter
in April we have received positive Many thanks,
items, you can click and drag over the
relevant areas then ‘copy’ (Crtl + C on
DVLA by numbers
comments from many of our corporate a PC), then paste (Crtl + V on a PC).
04 customers on the format and content of
the newsletter. We are very grateful for this
Our partners and stakeholders (updated)
feedback and have used it to influence the
05 content and format of this edition. Hugh Evans
Corporate Services Manager
Our user groups (updated)
06 2
Digital services (updated) Feedback
01 02 03 04 05 06
01. News and updates
Convictions for
copycat website
scammers
With the help of DVLA, The investigation into the operation of prevented the release of information Without staff involvement I wouldn’t have
copycat websites secured convictions until March this year. had the proof to back up the witness
seven people were against the seven defendants and statements I provided. This enabled me
During the course of the operation
sentenced at the prison sentences totalling 38 years and
I worked closely with Trading Standards
to give evidence when the defendants
seven months. eventually came to court.”
conclusion of trials held and other DVLA departments to provide
Julie Lewis, Service Designer, Driver evidence and witness statements to bring
following a National Services, explained, “Sometimes to get these individuals to court. Colleagues
Trading Standards a result we have to play the long game. from the Contact Centre, Input Services
Operation Dougal was a marathon, Group, Service Management, Live Service
operation into one starting in 2014 when the website and External Communications all played
of the biggest online appeared, to my court appearance as their part by collecting information and
a witness in April 2017. Unfortunately, details to be used as evidence, while the
conspiracy cases in there was an outstanding case which Complaints Team dealt with the fallout
UK legal history. that these sites caused.
Feedback 3
01 02 03 04 05 06
01. News and updates
Notify-ing our
customers
Following extensive This is made possible by Notify, a 14,471 calls we received in the first The service is being extended so that
Government Digital Services (GDS) 3 weeks of May this year, for example, drivers who notify DVLA of a medical
customer research, product. Notify offers a fast and easy from customers asking whether we have condition receive updates throughout
DVLA is trialling the use way to send messages by email. had their application. their application’s journey.
Other central and local government
of email to customers organisations use it, including the
Investigations into a licence holder’s Customer reactions are positive and we
fitness to drive can take time and aim to extend the service further once
to keep them informed Department for Work & Pensions and
customers progress chasing these cases we have looked at the outcomes from
Her Majesty’s Passport Office.
on the progress of their create a significant burden on our Contact the Drivers Medical trial.
We are trialling Notify with drivers who Centre. Keeping drivers informed about
applications. have told DVLA about a medical condition the progress of their application is helping
that could affect their driving; providing to reduce these calls.
that they have supplied the appropriate
Contact Centre advisers use the service to
contact details they may receive an email
send links to GOV.UK, making it easy for
telling them that their application has
callers to access relevant information and
been received. The aim is to reduce the
use our digital services.
Feedback 4
01 02 03 04 05 06
01. News and updates
DVLA learning
from complaints
DVLA aims to provide When our customers complain, our priority • An independent Quality Assurance 3. 14% reduction in the number of
has always been to put things right, but team assesses not only complaint customers escalating their complaints
excellent customer over the past two years DVLA has been handling, but also customer to the Independent Complaint
service, evidenced by gathering information from complaints experience from first contact with Assessors (ICA) or Parliamentary and
to improve our customers’ experience. the agency. Health Service Ombudsman (PHSO),
consistent customer This approach is set out in our 2017-20 • We have set up a lessons learnt this year.
satisfaction scores over Strategic Plan: “If something goes wrong, forum to discuss complaint cases, 4. 37% reduction in the number of
we will learn from our mistakes and provide identify trends and ways to improve. cases that are upheld by the ICA
90%, but our goal is to a clear path for resolution. We are open, We have put nearly 1000 agency and PHSO, compared to last year.
move from excellent to honest and transparent with ourselves staff through ‘Customer First
There is more we need to do to achieve
and the public, and always try to be better
‘Best in Class’. than before”.
Mind-set’ events.
Best-in-class customer service, but
The results have been impressive: our customers can be assured that
To help deliver this: when complaining to DVLA they will be
1. 21% reduction in formal complaints
• All complaint handlers undertake over the past 2 years. dealt with professionally and lessons
a professional accredited training will be learnt.
2. Reduction from 21% to 6% of
programme.
complaint escalations during
2017/18.
Feedback 5
01 02 03 04 05 06
01. News and updates
Police use devolved
enforcement powers
DVLA is working Under these powers, local authorities and Sussex Police Assistant Chief Constable Under the devolved powers scheme,
the police are able to act as agents of the Steve Barry said: “Working together with local authorities and police forces can also
with local partners to Secretary of State to clamp or remove the police and Crime Commissioner, the remove foreign registered vehicles that
encourage the take up untaxed vehicles. DVLA and the Motor Insurers’ Bureau, flout the ‘6 month in 12’ circulation order.
we were able to dedicate a number of Aside from the wider ranging benefits,
of devolved powers. Devolved powers promotes partnership
resources to concentrate on road-related local authorities retain all fees associated
working and can be used to help tackle
crime in Sussex. This varied from traffic with the vehicle tax offence (ranging from
anti-social behaviour, vehicle related
offences such as driving with no insurance between £100 to over £500 per vehicle).
crime and potential links with wider
or no tax, to more serious offences
related criminal activities. A recent
such as intelligence for drug-dealing or
week-long operation in Sussex and
organised crime. We are delighted with
Surrey demonstrated this.
how the operation went and we look
Utilising automatic number plate forward to working with our partners
recognition (ANPR) technology, over again in the future.”
140 vehicles were stopped as part of the
partnership operation, which was led by
Sussex Police.
Feedback 6
01 02 03 04 05 06
01. News and updates
Charity forum
news
Did you know we have We work with these charities to improve The letters included a sentence the reasons for them. There were some
our services and provide up-to-date encouraging people to go online and visit surprising results, with rural areas proving
17 national charities information to people with medical charity websites to find information about to be ‘hotter’ than some major cities.
involved in our conditions. their medical condition and how it can
The information also provided an insight
affect their ability to drive. Also included
charities forum? On Wednesday 13 June we held our third
are details on how they can keep mobile
into the processes DVLA goes through to
charities forum meeting and nine major ensure someone is fit to drive. This is often
should their medical condition prevent
charities joined us. a balancing act between wanting to allow
them from driving.
someone to drive while maintaining road
At the forum we shared the results of a
We also shared our analysis on various safety for all users of our roads.
customer survey of our medical decision
medical conditions. This included showing
letters. This survey helped us change the The meeting showed how we work with
‘heat maps’ of the main conditions that
layout and wording of the letters to make charities, share information and gain
we are notified about. Attendees were
them clearer to read. customer insight. This makes our services
able to see ‘hot spots’ and discuss
better for customers with medical conditions
and helps to make our roads safer.
Feedback 7
01 02 03 04 05 06
01. News and updates
Delivering
to Fleets
Inset and main photo:
Sorting Area staff
While the bulk of the The processing of work for dealers, the person processing them will locate to ensure contact and delivery details are
hire companies and other large fleet the unique Fleet Number for each of the correct at all times. The risk of misdirecting
mail dispatched from organisations such as Motability includes documents enabling them to process a work when dealing with these volumes is
DVLA via our Output V11(road tax) reminders, V5 Vehicle Special Delivery label. The work is then very high but the robust processes in place
Registration Documents and Payable packaged into either Special Delivery within the area mean customers receive the
Services Group (OSG) Orders. Quantities can vary from a few envelopes or boxes depending on volume. correct work every time.
is machine processed documents per batch to several hundred.
Multiple Quality Assurance checks are While the volume of work for the V5
the team in the Sorting The monthly Fleet V11 run sees around made throughout the process to ensure documents and the Payable Orders is far
one hundred thousand items being the print produced meets the standards smaller the same rigorous processes apply.
Area take control of all dispatched. These are all printed in required and to ensure the correct
The commitment the team has to providing
of the fleet work. batches of three thousand at the DVLA documents are send to the correct
a quality service to its customers really is
Morriston site before being guillotined addresses. As part of the Fleet process
first class and they are proud of the service
and taken to the Sorting Team. There the address register is updated frequently
delivery record.
Feedback 8
01 02 03 04 05 06
01. News and updates
Reduce your administrative
burden with the DVLA
Fleets Scheme
If you have a fleet of DVLA introduced the DVLA fleets • bulk taxing – the facility to tax a If you have 50 or more vehicles in your fleet
scheme to help companies deal with the number of vehicles in one transaction and you would like to join the fleet scheme,
50 or more vehicles administrative burden that accompanies • View Vehicle Record (VVR) – quick please contact the Commercial Vehicles
you could benefit from maintaining a large number of vehicles. The and easy online access to view Team (CVT) by emailing:
scheme benefits are: information relating to any vehicle fleetshd@dvla.gsi.gov.uk or phoning
joining DVLA’s Fleets • a dedicated helpdesk – direct access registered to your fleet 0300 083 0016 (phone lines are open
Scheme – it’s free to join. to a dedicated fleet helpdesk by • V5C on Demand – a service that
Monday to Friday 8am – 4.30pm).
telephone and email allows you to delay the production of For further information please refer to the
• bulk despatch – all registration your V5Cs until you really need them, DVLA e booklet which can be located at
certificates (V5Cs) and tax reminders saving you unnecessary storage and www.gov.uk/government/publications/
processed on any single day will be distribution costs inf269-dvla-fleet-scheme-information-
packaged together and sent to you • online services – you can now tell and-benefits
in bulk DVLA online when you sell a vehicle
• bulk processing – notification of and/or want to take a registration
changes to multiple vehicles can be number off or put a registration
submitted without the need to fill in number on a vehicle.
each separate V5C
Feedback 9
01 02 03 04 05 06
01. News and updates
Introducing
Nigel Rogers
Nigel has recently joined the Corporate Services
team. We caught up with him to find out
how he is settling into his new role.
What experience will you be bringing I’ve recently joined the Corporate Services These roles enabled me to build I will also be looking after the UVIG (Used
to the Corporate Services team as our team and am starting to settle into the relationships with key Strategic Partners Vehicle Industry Group) which is made up
newest relationship manager? new role. and develop skills in people management, of members from the used vehicle industry
delivering a customer focussed service including dealers, trade associations and
For the last four years I have worked in What is your career history prior whilst collaborating and partnering. auction houses.
the Contact Centre within the DVLA as to DVLA?
a senior Operational Manager. I have I am looking forward to working closely
I’m an experienced civil servant with Who are your stakeholders?
led large teams, delivering Best In Class with all our stakeholders to improve our
a 19 year career history. My current stakeholders are: services to you.
Customer Service through a number of
channels including email and webchat I worked for the Department for Works • BIMTA – British Independent
services. This opportunity has given a and Pensions and Jobcentreplus. Motor Trade Association
great understanding of the agency and Throughout my time there I held many • DVA – Drivers & Vehicles Agency
services we offer our customers. roles which included Project Northern Ireland
Management, Employer & Partnership • MIB – Motor Insurance Bureau
work, Welfare Reform Delivery, Operations • RMIF – Retail Motor Industry
and Implementation Management Federation
delivering Cross Government projects i.e. • Motability
Tell Us Once. 10
Feedback01 02 03 04 05 06
Hugh Evans
02. Meet the team Corporate Services Manager
DVLA Corporate
Services Team
The DVLA Executive Team has set
up a dedicated Corporate Services
Team. Its role is to understand Nigel Rogers
Relationship
Russell Trowbridge-
Matthews
Alison Avo
Relationship
Alison
Kilbane-Griffiths
Lorraine Harding
Relationship
our corporate customers’ needs, Manager Relationship
Manager
Manager Relationship
Manager
Manager Support
identify opportunities for service
improvements and evidence the
benefits that changes could bring.
Feedback 1101 02 03 04 05 06
03. DVLA by numbers We collect over Maintaining over
We are a multi-award
£6.1 billion 48 million
in VED driver records
winning executive for the government and
agency of the 40 million
Department for vehicle records
£110 million
Transport (DfT) Personalised
Registrations
Our contact centre
receives around
Reductions in various driving
licence fees which has resulted in
Employs 7.8 million
savings driver
of around 5,351 licence
enquiries
£20 million
per year for motorists
full-time
equivalent staff
17.3 million
and
vehicle
enquiries
a year
Feedback 1201 02 03 04 05 06
04. Our partners and stakeholders
Who are the partners
and stakeholders
DVLA works with?
Individual organisations Charities Trade organisations
> The Automobile Association > Age UK > ACFO: Association of Car Fleet > FLA: Finance and Leasing Association
> IAM Roadsmart > Alzheimers UK Operators
> FTA: Freight Transport Association
> Motability Operations > Brain Tumour Charity > ADLV: Association for Driving Licence
> RAC > British Heart Foundation Verification > MCIA: Motorcycle Industry Association
> Royal Automobile Club Foundation > Diabetes UK > MIB: Motor Insurance Bureau
> AEA: Agricultural Engineers Association
> Disabled Motoring UK
> Epilepsy Society > BIMTA: British Independent Motor > NCC: National Caravan Council
> Epilepsy Action Traders Association
> RHA: Road Haulage Association
> International Glaucoma Association > BVRLA: British Vehicle Rental and
> RMIF: Retail Motor Industry Federation
> Macular Society Leasing Association
> Multiple Sclerosis Society > CPT: Confederation of Passenger > SMMT: Society of Motor Manufacturers
> Narcolepsy UK Transport and Traders
> Parkinson’s UK > SMTA: Scottish Motor Traders
> Royal National Institute for the Blind Association
> Scope
> Sleep Apnoea Trust
Feedback > Stroke Association 1301 02 03 04 05 06
05. Our user groups
What user
groups are DVLA
involved in?
Used Vehicle Industry Group Charities Forum First Registration User Group Having such discussions in an open
(UVIG) This forum meets every six months (FRUG) forum provides us with a useful means
Made up of representatives from the to discuss subjects relating to people with Provides a flexible communication channel of understanding the industry view on a
used vehicle industry including dealers, medical conditions that affect their ability between us and vehicle manufacturers particular topic.
trade associations and auction houses. to drive. DVLA gives updates on its Driver involved in the first registration of motor
The group discusses issues relating to Medical Services and involves members vehicles. The group covers the procedures
our services, policies and initiatives for in service development. It also provides and systems through which registrations
the used vehicle industry. The first a forum for discussing driver and vehicle are made.
meeting was January 2018. related topics. For example, how people
The group gives us the opportunity to
can maintain mobility should they need
make announcements and give progress
to give up their driving licence and
Fleet User Group (FLUG) updates about our plans for systems
driving assessments for people wanting
and procedures. In addition, the group
Industry representatives responsible to understand how their illness affects
allows us to report on recent operational
for fleet vehicles and trade bodies. their driving.
performance. Users are able to respond
The group meets quarterly to discuss
The membership comprises of national to our plans and put forward their own
our services for the fleet industry.
charities who represent customers views, either on planned developments or
affected by medical conditions that could on operational support and performance.
impact on their ability to drive.
Feedback 1401 02 03 04 05 06
06. Digital services
Our digital services
now available
> Access to Driver Data (ADD) > Electronic Vehicle Licensing (EVL) > Vehicle Enquiry Screen (VES)
DVLA has a large
Real-time retrieval of driver entitlement, License your vehicle or tell us it is off the Provides vehicle details including tax
number of successful Tachograph and Certificate of road (Statutory Off Road Notification – and MoT expiry, date of first registration
customer digital Professional Competence (CPC) data SORN) – offers Direct Debit. colour, engine size and more.
where applicable.
services currently > Online Enforcement Penalty (OEP) > Vehicle Management (VM)
> Automated First Registration and Pay a DVLA fine online. Tell DVLA that you have sold your vehicle.
online, these include: Licensing (AFRL) > View Vehicle Record (VVR)
> Personalised Registration (PR)
For motor manufacturers and retailers For fleet companies to view their whole
Retain a personalised registration number
to register and licence new vehicles. fleet and drill down to individual vehicles
or assign it to a new vehicle online.
> Bulk Electronic Re-licensing to check tax and MoT status etc.
> DVLA Personalised Registrations
Transactions (BERT) Search for and purchase personalised
For Fleet Operators to re-license large registration numbers online.
numbers of vehicles.
> View Driver Licence (VDL)
> Certificate of Destruction (COD)
View your own driving licence details:
For Authorised Treatment Facilities entitlements, vehicles you can drive,
to inform DVLA of the destruction of penalties, disqualifications, tachograph
a vehicle. and CPC data where applicable.
Feedback 1501 02 03 04 05 06
06. Digital services
Service 2017/18 results Compared to
2016/17
DVLA’s Digital Licence Online Over 5 million licences issued 4.8% increase Assign a registration
mark online
digital 800,000
Access to Driver Data Over 3.5 enquiries made 12.9% increase
View Driver Licence 18.4 million enquiries made 16% increase Nearly
transactions
services EVL 33.3 million transactions 1.1% increase
= 27% increase
at a glance
Dispose of a vehicle online Over 3 million notifications 41% increase
Transfer a vehicle to another keeper online Over 1.3 million transactions 77% increase
Acquire a vehicle from a trader online Over 1.5 million 81% increase
Assign a registration mark online Nearly 800,000 transactions 27% increase
Dispose of a
Aquire a vehicle Vehicle Enquiry Service 477 million enquiries 25% decrease*
vehicle online
from a trader Online enforcement penalty payment £9.8 million collected ** –
3 million
1.5 million
Over
Over
Direct Debit auto renewals (road tax) 7.2 million renewals 11.8% increase
notifications
= 81% increase Bulk electronic relicensing transactions
(for Fleets)
1.7m transactions 9% increase
= 41% increase
* New VES API accounted for 321 million enquires that would otherwise be done via VES
** New service for 2017/18
Feedback 1601 02 03 04 05 06
Feedback
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Swansea
SA6 7JL
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