What we will do in 2012-13
Our vision and how we will achieve our goals in 2012-13
Improve service delivery
The Agency will make services easier and more secure for the customer, while improving efficiency and protecting road safety.
During 2012-13 we will:
- work with and support Government Digital Service (GDS) in their Digital by Default and online Identity Assurance agendas to provide easier and more secure access to services
- continue to pursue a range of initiatives designed to further improve the electronic take-up of DVLA services
- continue to offer alternative and assisted digital service channels to those customers who choose not to or cannot access our digital services
- procure a new front office counter services contract to provide a range of face-to-face services to maintain and expand our services to the public when the current Post Office® contract expires in March 2013
- work with Government Digital Service to move online content to the new single government website which is due to replace Direct.gov and Business link sites. The full site will be available in autumn 2012
- monitor and improve the quality of our telephony and email customer service provision
- improve DVLA’s interactive voice response system, based on feedback from customers. This will release DV
LA advisors to deal with more complex calls and transaction requests from customers
- improve auto-responses to email so more customers receive an immediate answer
- continue to look for ways to reduce avoidable customer contact. This includes monitoring all types of calls received to understand the reason for the call. This information will be used to improve information channels for example websites, forms and leaflets
- identify additional transactions better dealt with over the phone, resulting in an increase in first-call resolution and customer service, reducing the number of paper transactions
- centralise all types of customer calls to DVLA into the contact centre. This will provide a more efficient and effective customer service
- introduce a new survey called the ‘Voice of the Customer’. This will be an interactive based survey that occurs after a call. This survey will provide a direct measure of customer satisfaction in the contact centre.
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