Research at DVLA

An overview of research undertaken by the Driver and Vehicle Licensing Agency.

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 45 million driver records and over 37 million vehicle records.

The agency continues to hold the Customer Service Excellence standard for its service to customers.

Overview

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.

Current work

We’re currently working on these surveys:

  • DVLA motoring
  • VVR fleets feedback
  • DM online notification service feedback
  • View Driving Licence information
  • vehicle traceability
  • monthly customer satisfaction
  • mail seeding exercise
  • Check Driving Licence
  • VES feedback
  • V212 letter
  • customer expectations email survey
  • customer expectations postal survey
  • digital signature

Usability testing

  • 18 to 20 January 2017 - Drivers medical testing, Oxford
  • 8 to 10 February 2017 - Fitness to drive testing, Leicester
  • 1 to 3 March 2017 - Fitness to drive testing, Brighton

Working together

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: marketresearch.panel@dvla.gsi.gov.uk

User experience 2017

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.

Locations

  • January – RLDC, Swansea and Anglesey
  • February – Kidderminster
  • March – Liverpool, Southport, Covent Garden, Kensington, Greenwich and Wembley
  • April – Newcastle, Sunderland, Peterborough, Leicester and Birmingham
  • May – Torquay, Weymouth and Weston-Super-Mare
  • June – Inverness, Aberdeen and Edinburgh
  • July – Hastings, Southampton and Isle of Wight
  • August – Leeds, York and Halifax
  • September – Belfast, Londonderry, Coleraine, Norwich, Ipswich and Southend-on-Sea