Consultation outcome

Transforming DVLA services

This consultation has concluded

Read the full outcome

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

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List of respondents: Business and other organisations

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

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Detail of outcome

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


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
to

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

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Impact assessment

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Impact assessment - annex A

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Impact assessment - annex B

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Impact assessment - annex C

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Impact assessment - annex D

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Impact assessment - annex E

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Updates to this page

Published 13 December 2011
Last updated 23 October 2013 + show all updates
  1. Updated PDF - Transformation update.

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

  3. Transition of DVLA local office services pdf added.

  4. New tax discs - important information leaflet added.

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

  6. First published.

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