Executive summary

Executive Summary

Executive summary

DVLA, an Executive Agency of the Department for Transport (DfT), is based in Swansea with a network of 39 offices around Great Britain. We play a key role, working with the Police and others, to keep road users safe by:

maintaining over 44 million current driver records and 36 million current vehicle records, handling around 200 million customer interactions each year as a result
collecting nearly £6 billion a year in Vehicle Excise Duty (road tax)
limiting tax that has not been collected because of non-compliance to no more than 1 per cent
supporting the police and intelligence authorities in dealing with crime

We also:

lead the way in Government in providing electronic service channels to our customers drawing on public sector best practice to make such transactions easier and more secure
seek out opportunities to work in partnership with industry representatives
contribute to the Government Sustainable Development (SD) agenda by reducing carbon emissions, energy use and waste

This plan sets out:

the direction for Agency change
what we will do and aim to achieve in 2011-12
how much we will spend and save
forecasts for finance, workforce and transaction volumes

We are adopting, with Ministerial agreement, a more radical efficiency savings approach in line with the fiscal drivers across Government. We are taking steps to make savings by 2015 of £100 million a year against the 2010-11 baseline.

Our journey from a paper factory to a secure online and telephone service for high volume transactions has passed the tipping point and the Agency is poised to reap further benefits through further operational consolidation and economies of scale. We have a number of electronic transactions already in place that we will now actively seek to expand as we develop plans over the next year to address major paper transactions for vehicle services.

In 2011-12, we will spend £556.4 million, of which £465 million will be raised through fees. For 2011-12 and onwards, most fees will remain fixed at the same level as 2010-11. However, we have proposed and will consult on re-introducing a fee of £20 for vocational drivers to meet the costs of introducing system changes and additional volumes for their services. We have also proposed reduced fees as an incentive for those customers who have paper licences or wish to renew their driving licences, but have recently renewed their passports.

In step with the Government Transparency Agenda, our new-style electronic Business Plan (from May 2011) will provide:

monthly updates of volumes of customer demand, how well the Agency has performed against customer service standards and any enforced changes to milestones in this plan
quarterly updates of spending against budget, prompt payment of bills, number of staff employed and average working days lost due to sick absence

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