Consultation outcome

Transforming DVLA services

• From: Driver and Vehicle Licensing Agency
• Published: 13 December 2011
• Last updated: 23 October 2013 — See all updates

This consultation has concluded

Download the full outcome

Transforming DVLA services review of the findings of the DVLA corporate affairs team

PDF, 273 KB, 36 pages

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List of respondents: Business and other organisations

PDF, 220 KB, 8 pages

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The closure of DVLA local offices – everything you need to know

PDF, 486 KB, 23 pages

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Detail of outcome

Transforming DVLA services review of the findings of the DVLA corporate affairs team.

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Original consultation

Summary

This consultation is about DVLA’s plan to move away from a largely paper-based organisation to a modern, highly efficient, electronic business.

This consultation ran from
13 December 2011 to 11:45pm on 20 March 2012

Consultation description

This consultation is about DVLA’s plan to move away from a largely paper-based organisation to a modern, highly efficient, electronic business, providing more online services to motorists and businesses. In addition to providing improvements to the customer experience, this transformation will deliver sustainable long-term savings in line with the government’s commitment to digital services.

The primary objectives of these proposals are to:

• enhance customer services by better aligning customers with existing or new service delivery channels - saving money for DVLA and customers
• increase the use of existing and planned electronic services, supporting the ‘Digital by Default’ agenda and moving away from more costly paper channels
• substantially reduce the cost of the services currently delivered through the network offices and to make a significant contribution, estimated at approximately £20-£30 million each year, to the agency’s plan to deliver efficiencies of £100 million per annum by the end of 2014/15 while ensuring that current quality and accuracy standards are maintained

YouTube: Transforming DVLA services video

Phil Bushby, DVLA HR & Estates Director talks about transforming DVLA services.

Transforming DVLA services.

Documents

Transforming DVLA services

PDF, 248 KB, 11 pages

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Impact assessment

PDF, 300 KB, 21 pages

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Impact assessment - annex A

PDF, 285 KB, 25 pages

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Impact assessment - annex B

PDF, 431 KB, 43 pages

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Impact assessment - annex C

PDF, 194 KB, 3 pages

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Impact assessment - annex D

PDF, 1.42 MB, 28 pages

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Impact assessment - annex E

PDF, 1.59 MB, 44 pages

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Published 13 December 2011
Last updated 23 October 2013 + show all updates

1. 23 October 2013

   Updated PDF - Transformation update.

2. 8 October 2013

   New PDF added - The closure of DVLA local offices – everything you need to know.

3. 22 July 2013

   Transition of DVLA local office services pdf added.

4. 18 July 2013

   New tax discs - important information leaflet added.

5. 15 July 2013

   Replaced the 'Transformation update' PDF with a newer version.

6. 13 December 2011

   First published.