How the Agency is changing

How the Agency is Changing

How the Agency is changing

Our Strategic Direction

The Agency clearly needs to develop its services to ensure fitness for the future. At the same time, we need to meet the high operational performance and delivery standards expected in relation to our customers and core functions.

The key factor for DVLA is the formal adoption, with Ministerial agreement of a more radical efficiency saving, in line with the fiscal drivers across Government. This Business Plan represents the first year of a four-year plan to make savings of £100 million a year against the 2010-11 baseline plan figures.

DVLA will seek out opportunities to work in partnership with industry representatives giving them greater responsibility for managing the relationship between their industry and DVLA. An example of this is the introduction of the use of Accredited Trade Associations (ATA) for the parking industry. Car parking companies must now become a member of an ATA and comply with a strict code of conduct before they are allowed to request vehicle keeper information from DVLA. Any companies found to be acting in breach of the code of conduct can be expelled from the ATA and denied access to information from the DVLA vehicle register.

Our key strategic business objective is to reduce running costs and drive process efficiency by using the most cost effective channels and intermed Online Service iaries, whilst at the same time driving improvements in accuracy. The emphasis for the Agency is to:

move from paper to electronic transactions, where this is cost effective and to nudge the public in this direction by making the processes more customer friendly
move face to face contacts with customers into intermediaries, such as the Post Office®, who can then send their data to DVLA electronically
streamline our processes, removing duplication of effort for customers and stakeholders
restructure internally to support new ways of working more effectively, while ensuring that operations and environmental impacts of all these changes are delivered in a sustainable way
reduce costs and increase efficiency significantly as a result

In 2011-12 we will increase the range of transactions available online. By 31 March 2012 around a quarter of a million extra customers can choose to and will have, successfully renewed their photocard driving licence online. In future years this will rise to half a million customers. For more information visit Directgov/Motoring This will be aligned with the new Post Office® channel established in 2010 to allow customers to process their renewals with greater convenience and security for lower overall cost and effort.