Corporate report

DVLA's annual report and accounts 2012 to 2013

The Driver and Vehicle Licensing Agency (DVLA) performance over the financial year, including how it met its service standards and other targets.


DVLA's annual report and accounts 2012 to 2013

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The annual report and accounts sets out the agency’s performance, achievements and accounts for the financial year 2012 to 2013.

Highlights for the year

Operational results

It has been another successful year for the agency achieving 18 out of 20 key performance measures, exceeding 19 out of 20 customer service measures.

Electronic services

DVLA’s Electronic Vehicle Licensing (EVL) service achieved its highest ever digital take up of 55.7%.

Customer Service

DVLA has retained its accreditation to the Customer Service Excellence standard for a further year, achieving its best result ever, including awards in twenty areas of ‘best practice’.

Financial results

DVLA raised £401 million through fees and charges income, an increase of £13 million against the business plan 2012 to 2013 forecast of £388 million. A fees surplus of £10.9 million was achieved against a forecast breakeven outturn in our business plan 2012 to 2013.
The agency has delivered a sustainable efficiency gain of £40.6 million exceeding our target of £33.25 million.


DVLA’s contact centre was awarded ‘Best Overall Contact Centre of the Year’ by the Customer Contact Association (CCA). Our contact centre also won the award for the ‘Most Effective Training Programme’ category. Two ticks - DVLA has been re-accredited with the Two Ticks ‘Positive about Disabled People’ symbol in recognition of its actions to support disabled people in the agency.