Overview of the changes occurring and the digital transformation within the DVLA. Presented by Kevin Rees, Head of Customer Focus Group, at the DVLA Discovery Day held on 2 July 2014 at the Department for Communities and Local Government. The agenda for change in the DVLA focuses 0n the following critical areas: Simpler Licensing - “Simplify the policy and technology landscape to improve customer service, give a better result for the taxpayer and fee-payers, and make it easier for safer drivers to get on the road.” Excellent Services - “Build seamless, lean, digital and physical services that exceed expectations and attract people to more cost-effective channels.” New Opportunities - “Use our assets to grow new revenue, efficiency and transactional opportunities across government.” The Best of DVLA - “Develop our capabilities as an important centre of excellence in licensing technology and identity assurance. Build a unique culture in Swansea – commercial, confident, and focused on the customer”

1. Driver and Vehicle Licensing Agency
Discovery Day
Digital “Transformation”
Kevin Rees
Head of Customer Focus Group

2. Driver and Vehicle Licensing Agency
DVLA’s Goal
On 1 April 2014 DVLA published its
strategic plan to be “Simpler, Better,
Safer”. DVLA’s ambition is to transform
itself: making licensing simpler for the
customer, increasing its capabilities and
becoming a digital centre of excellence
for government.
To get the right drivers and vehicles
taxed and on the road, as simply,
safely and efficiently for the public
as possible.

3. Driver and Vehicle Licensing Agency
Clear Agenda For Change – Critical Areas
• Simpler Licensing
“Simplify the policy and technology landscape to improve customer
service, give a better result for the taxpayer and fee-payers, and
make it easier for safer drivers to get on the road.”
• Excellent Services
“Build seamless, lean, digital and physical services that exceed
expectations and attract people to more cost-effective channels.”
• New Opportunities
“Use our assets to grow new revenue, efficiency and transactional
opportunities across government.”
• The Best of DVLA
“Develop our capabilities as an important centre of excellence in
licensing technology and identity assurance. Build a unique culture
in Swansea – commercial, confident, and focused on the customer”

4. Driver and Vehicle Licensing Agency
Why are we transforming!
• Customer Insight tells us we need to
• Government policy is to provide digital services by default
• Our existing IT contract is coming to and end and legacy IT
systems will need to be replaced
• Closer working in the public sector presents opportunities
and efficiencies
• We have been very focused on individuals but we need to
improve services for commercial, government and bulk users
Today is the first steps towards working closer with Local Authorities
and your stakeholders to transform the services we provide you.