Digital "Transformation" | Gill Bevan | October 2014
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Driver and Vehicle Licensing Agency Discovery Day Digital “Transformation” Gill Bevan Customer Focus Group
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Overview of the changes occurring and the digital transformation within the DVLA. Presented by Gill Bevan at the DVLA Discovery Day held on 1 October 2014 in Bristol. The agenda for change in the DVLA focused on 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”
Transcript of Digital "Transformation" | Gill Bevan | October 2014
Driver and Vehicle Licensing Agency
Discovery Day
Digital “Transformation”
Gill BevanCustomer Focus Group
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.
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”
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 an 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 part of the journey towards working closer with Local Authorities and your stakeholders to transform the services we
provide to you
