Corporate report

DVLA annual report and accounts 2016 to 2017

This sets out the agency’s performance, achievements and accounts for the financial year 2016 to 2017.


DVLA's annual report and accounts 2016 to 2017

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We have exceeded our efficiency target of 14%, by achieving an 18% reduction which equates to around £45 million.

DVLA’s new webchat service

In 2016, our contact centre introduced a new webchat service. It provides online support to our customers on personalised registrations, view driving licence and electronic vehicle licensing services. Webchat provides real time support for customers who are trying to transact with us through these services.

Tell DVLA about a medical condition that could affect your driving

In August 2016, we launched a new online service which allows car drivers and motorcyclists to tell us about certain medical conditions that may affect their driving. Drivers with an existing short period licence for certain medical conditions, can now renew their entitlement online.

Vehicle Excise Duty (VED) reform

In the Summer Budget 2015 the Chancellor announced that cars and some motorhomes first registered from 1 April 2017 would be subject to new VED rates.

We added the new rates to our systems and processes to allow our customers to tax their vehicles at the correct rate from 1 April 2017. We also made changes to the first registration service to capture the list price of the vehicle, so that the appropriate rate is charged.

Customer Contact Association

Our contact centre achieved accreditation to the Customer Contact Association’s new Global Standard 6.

In November 2016, our contact centre also won 3 awards at the Customer Contact Association (CCA) Excellence Awards:

  • Contact Centre Team of the Year (public sector)
  • Best Technology Partnership
  • Leadership in Customer Service Award

Digital Leaders Top 100 awards

We won 2 major awards at the prestigious Digital Leaders Top 100 awards for our Share Driving Licence service. Firstly the Digital Public Service Innovation of the Year Award. This award honours the highest achievements of the year, for teams and individuals from both the private and public sector. We also won the Digital Leaders 100 Award.

CIPS Supply Management award

We won the best public procurement project at the prestigious Chartered Institute of Procurement and Supply (CIPS) Management Awards for our PACT Commercial Exit Project.

A CIPS Supply Management Award is a benchmark for excellence for the organisation or individual in the procurement and supply chain profession.

Published 19 July 2017