Transforming customer service
In 2011-12, the Agency continued to work to improve and transform its customer services.
What the customer wants
The Agency carried out a number of customer surveys during the year. Evidence gained from these surveys was analysed and used to improve processes, services and customer satisfaction.
In 2011, we carried out an electronic survey to identify why some customers abandoned their transaction when using the drivers online facility. Using results from the survey, we are working to help identify ‘hot spots’to improve the customer journey and to encourage more customers to transact online.
In 2012-13 we will continue to use current and explore new methodology to improve customer service. This will include the introduction of the ‘Voice of the Customer’ a new interactive based survey that occurs after a call to our contact centre.
New channel for tachograph cards
In June 2011, the Agency responded to customer requests to introduce a telephone channel to renew tachograph cards. Over 50 per cent of customers now use this service, with around 50,000 applications made to date.
First call resolution 
DVLA’s contact centre dealt with 966,554 transactional calls, a substantial increase on the 700,000 figure in 2010-11. This resulted in an increase in first call resolution and increased customer service reducing the number of paper transactions received.
Improving accuracy of our records
DVLA’s key purpose is to keep complete and accurate registers of drivers and vehicles so that they are as flexible and accessible to those who have the rights to use them.
In 2011-12, we exceeded our objective to improve the accuracy of the vehicle record. 98.9 per cent of keepers can now be traced from the details held on our vehicle record against a target of 95 per cent. In 2012-13, we will develop an action plan to deliver improvements in the accuracy of the driver record.
Roll out of new ‘red’ registration certificates 
In October 2011, DVLA started issuing a new red Vehicle Registration Certificate (V5C) as part of the accelerated roll out to customers. This new version has been introduced to reduce the risk of motorists buying a stolen or cloned vehicle following the theft of a number of blank blue certificates from the printers who supply DVLA with the documents. An information leaflet explaining this was provided with the new documents. We have now issued over 29 million new certificates. Roll out is expected to continue throughout 2012.
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