This sets out the agency’s performance, achievements and accounts for the financial year 2015 to 2016.
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A first in government
In September 2015, DVLA ended thirty years of IT outsourcing and became the first in government to move away from a large scale IT contract. The change will transform the way in which DVLA delivers its business.
Over the last decade, DVLA has become a multi-award winning government organisation, providing excellent services to its customers. 2015-16 was our busiest year on record and digital take-up increased to 92.6%.
In 2015-16, over 4 million customers applied for a driving licence online, 2% up on the previous year and 70% applying for their first licence online.
Over 33 million customers taxed their vehicle online. More than 10 million people have taken the opportunity to manage the cost of their vehicle tax by taking up our new direct debit service.
DVLA committed to achieve a 10% (£40.5 million) reduction in net operating expenditure by 2015-16 against the 2013-14 baseline of £405 million. The agency has exceeded the 10% target with a total reduction of 19% equating to around £78 million.
DVLA’s vision is to become a first class provider of services across government. In February 2016 the agency was successful in securing work to produce and mail 4 million tax return reminders for Her Majesty’s Revenue and Customs.
DVLA personalised registrations
In 2015-16 DVLA’s personalised registrations scheme achieved over £100 million for the first time in a financial year. We are proud to have made such an important contribution to what is a competitive personalised registration market.
DVLA user experience testing lab
As part of our commitment to delivering excellent digital services to our customers, in 2015 we opened a user experience testing lab to understand how customers use our services. This state of the art facility allows us to better test our services with our customers, providing detailed feedback to help us improve these services further.
Fleet service company of the year
For the second year running DVLA has been voted fleet service company of the year in the 2015 Association of Car Fleet Operators Awards. This is the first time an organisation has won the award 2 years in a row and is in recognition of DVLA’s achievements in delivering digital services to the fleet industry over the last 12 months.