The Driver and Vehicle Licensing Agency (DVLA) is an Executive Agency of the Department for Transport (DfT). DVLA is responsible for managing the collection of data holding over 48 million driver records and over 40 million vehicle records.
The agency continues to hold the Customer Service Excellence standard for its service to customers.
DVLA has conducted user research since 2008 using a wide range of research methods, from traditional surveys to in-depth interviews, focus groups and targeted usability or prototype testing. Technology, customer behaviour and the way we offer our services has changed significantly in this time and we know from our customers that they want modern processes which allow increased flexibility in the way services are delivered.
Here at DVLA we’re committed to developing excellent services for our customers that are both meaningful to them, and easy to use. In order to properly understand what our customers expect from DVLA services we carry out extensive research, some of which can be found below.
Research projects and reports
Information about research projects funded by the department is available at research at DVLA.
We’re currently working on these surveys:
- view vehicle record fleets
- view driving licence and share driving licence
- plug-in vehicle grant
- monthly customer satisfaction
- mail seeding exercise
- driver licence online
- Blue Badge scheme
- workplace charging scheme voucher (beta)
- assessing fitness to drive
- ‘Your DVLA’
- Post Office® customer satisfaction
- tachograph company card service feedback
- medical examination report (D4)
- complaints handling
DVLA works closely with stakeholders, customers and other interested parties to ensure that we’re providing products and services that suit their needs. This page will show developments on various projects, feedback and actions taken as a result. Where no action is taken an explanation will be provided.
To take part in further research
DVLA is looking for volunteers to join its online research panel. The panel has been set up to gain customer insight on driver and vehicle related products and services.
If you’re over 16 and are interested in being part of this panel, or want more information, please e-mail: firstname.lastname@example.org
At DVLA we’re committed to delivering services for our customers that are both meaningful to them and easy to use. To better understand what our customers expect from us, we’re carrying out extensive research. This includes visiting and talking with stakeholders and citizens from all over the UK who use our services.
This ongoing insight with our customers will enable us to understand people’s reasons for interacting with us and their preferences around how they choose to do so.
We will use the feedback gathered to help design and improve our services.