DVLA V20 PDF

Taxing a vehicle, transferring a personalised registration, and renewing a driving licence can now all be done online. With around 48 million licence records and 39 million vehicle licence records, the DVLA is committing to digital transformation on a massive scale. This information helps to improve road safety, reduce vehicle related crime, and support environmental initiatives. To support its digital roadmap and customer demand, the DVLA embarked on a major modernisation of its Swansea-based contact centre.

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Taxing a vehicle, transferring a personalised registration, and renewing a driving licence can now all be done online. With around 48 million licence records and 39 million vehicle licence records, the DVLA is committing to digital transformation on a massive scale. This information helps to improve road safety, reduce vehicle related crime, and support environmental initiatives. To support its digital roadmap and customer demand, the DVLA embarked on a major modernisation of its Swansea-based contact centre.

Establishing a single platform was a key priority for Holohan and his team. Advisors can now use a single platform to answer queries via the telephone, email, web chat, and social media. Although the telephone remains the preferred channel, the new web chat capabilities have proved a great success. Advisors can also see how customers rated their chats.

As well as connecting with individual drivers and vehicle owners, the DVLA also runs marketing campaigns on key sites, such as Twitter and Facebook.

In the past when an advisor wanted to check how best to answer a query, they had to search the DVLA intranet. Since introducing the new knowledge base, the average handling time for telephone calls has decreased by more than 10 seconds for certain key services, which has a massive impact on the overall resourcing of the contact centre.

The knowledge articles, which also simplify the on-boarding and training of new team members, are regularly updated based on feedback from the advisors and the content of customer calls. The DVLA is already planning the next wave of service improvements, which includes introducing a web to case solution and integrating its telephony systems with Service Cloud.

To capture improvement suggestions from the contact centre team, the DVLA has built a dedicated ideas app on Salesforce.

The ideas are rated and discussed on Chatter before being put into production. Related Stories. Local council cuts costs by digitising service delivery District council goes digital with Salesforce Local government uses CRM to help build digital city. DVLA boosts staff engagement and customer satisfaction with contact centre transformation.

A single platform for customer interactions To support its digital roadmap and customer demand, the DVLA embarked on a major modernisation of its Swansea-based contact centre.

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Application for a duplicate tax disc

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Buy your Personalised Registration

You are encouraged to use and re-use the Information that is available under this licence freely and flexibly, with only a few conditions. Use of copyright and database right material expressly made available under this licence the 'Information' indicates your acceptance of the terms and conditions below. The Licensor grants you a worldwide, royalty-free, perpetual, non-exclusive licence to use the Information subject to the conditions below. This licence does not affect your freedom under fair dealing or fair use or any other copyright or database right exceptions and limitations. If the Information Provider does not provide a specific attribution statement, you must use the following:. Contains public sector information licensed under the Open Government Licence v3.

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Please note: This registration can only be assigned to a vehicle which was registered as new on or after 1 September You cannot use a personalised registration to make a vehicle look newer than it is. Yes, I understand the age of vehicle restriction. Due to the reduced number of staff on site, there could be a delay in processing your certificate of entitlement for your personalised registration number V Please bear with us as we are prioritising work directly related to the COVID pandemic such as HGV drivers and critical workers to make sure they get any documentation they need as quickly as possible. You will need your certificate of entitlement to apply to assign your personalised registration number to a vehicle.

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