Equality and diversity

The DVLA is committed to implementing the government's policies on diversity and equality.

The promotion of equality and diversity principles are incorporated into delivering inclusive services accessible for staff, customers and the general public. These diversity arrangements clearly show our responsibilities.

DVLA want to help customers comply with the road safety regulations making sure our records are correct. To do this we must ensure our services and information are as accessible as possible, with flexibility to provide ongoing improved customer service as a digital service provider.

Chief Executive Julie Lennard has overall responsibility and accountability for these arrangements. She has appointed HR Director Louise White as Diversity Champion at DVLA. She is supported by Diversity Champions made up of board members and senior managers from the business. DVLA has a dedicated Staff and Customer Diversity & Inclusion team to support diversity actions and provide these arrangements.

Accreditations and engagement

The following accreditations have been held for some time and demonstrate DVLA’s commitment to improving staff well-being and engagement and supporting excellent customer service.

Investors in People (IiP)

Investors in People (IiP) is a flexible easy to use management standard which helps organisations achieve the business objectives by developing the skills of their staff. DVLA has held this award for over ten years.

Customer Service Excellence

The Customer Service Excellence standard was built on the legacy of Charter Mark. It was developed by the government to offer public services a practical tool for driving customer-focused change within their organisation. Between the two DVLA has consecutively held the standard for over twenty years.

Positive about disabled people - Disability Confident

DVLA is proud to be a Disability Confident employer. Through Disability Confident we are committed to recruiting and retaining disabled people and those with health conditions because of their skills and talents.


Most of our information can be provided in other formats on request.

Corporate diversity and inclusion objectives

There is a legal requirement for organisations to evidence that they are meeting their public sector equality duties under the Equality Act 2010. This duty is made up of general duties supported by specific duties. The development and delivery against these objectives are a way of demonstrating that the requirement is being met. DVLA will deliver against their own objectives and DfT objectives.

Purpose and development

The purpose of setting specific, measurable equality objectives is to help to better perform the general equality duty, focusing on the desired outcomes. Equality objectives help focus attention on the priority equality issues within an organisation in order to deliver improvements in policy making, service delivery and employment, including resource allocation. The DVLA corporate diversity objectives explain:

  • what DVLA will do
  • the aim of the objective
  • the expected outcomes
  • why we are doing this– evidence of key issues
  • how this objective will be met
  • how progress and achievement of outcomes will be measured

The diversity objectives will be reviewed every four years or more frequently if needed. Additional objectives will be set as and when required to ensure that continued compliance with the Equality Act 2010 is achieved.

Consultation and engagement

One of the key elements of developing diversity objectives is consultation with stakeholder groups and staff and customer feedback. Consultation is ongoing to help DVLA gain continued understanding of differing needs of our customers and staff, ensuring the provision of improved customer service. The consultation process includes:

  • reviewing staff and disability surveys
  • working with staff networking groups and local trade union
  • working with EHRC Wales and other organisations in public and voluntary sector
  • engaging with the community

Equality analysis

DVLA staff are provided with guidance and an equality analysis toolkit to help understand what is needed and why. The guidance explains that equality analysis assessments should be completed when a policy, process or practice is introduced or changed. This includes business plans, efficiency proposals and staff restructures.

DVLA publish completed equality impact assessment reports internally or externally as appropriate. The current reports on the Driver and Vehicle Licensing Agency compliance with the Equality Duty.

See also, Department for Transport’s compliance with the Equality Duty

We collect and publish data on:

  • recruitment and retention, promotion, training opportunities, grievance and disciplinary actions for each of the protected groups
  • male and female employees, including data on job roles, pay and grading, contract type and working pattern
  • ‘unknown’ or ‘prefer not to say’ categories
  • customer survey information and usability analysis including complaints
  • equality analysis assessment information
  • staff surveys

Delivery of diversity arrangements

The processes, information and documents below form the delivery of DVLA’s diversity arrangements. They are the tools with which we will deliver and evidence our compliance with the equality duties.

  • a diversity strategy outlining key considerations
  • process map of diversity deliverables
  • equality analysis guidance and templates
  • a dedicated internal diversity@DVLA website to provide information for staff
  • a bi-annual diversity audit to assess robustness of diversity processes
  • an annual progress report on how we have delivered on diversity
  • the annual staff monitoring report
  • a diversity action group led by our CEO and Diversity Champion oversees the diversity arrangements
  • a diversity activities and communication plan