An independent review has concluded that the Driver and Vehicle Licencing Agency (DVLA) is a critically important agency and should continue to evolve to meet future challenges. The review was carried out as part of a wider Cabinet Office assessment of public bodies on efficiency, effectiveness, accountability and governance.
The review sets out 19 recommendations to strengthen DVLA’s ability to deliver high quality services and value for the taxpayer.
Concluding remarks in the review state that it: “finds DVLA at a critical moment; having rightly focussed on recovering service delivery from the impacts of the pandemic, DVLA should now raise its sights to focus on further transformation of its services. The review believes that it must be able to anticipate and meet the needs and expectations of all its customers, now and in the future, and offer the best possible value for the services it provides. As demand for DVLA data and services grows, DVLA must be able to deploy an agile and innovative approach to tackling government priorities as they arise.”
It also found far lower levels of satisfaction with DVLA from groups with complex needs including fleet hire companies and special interest groups representing sectors such as historic vehicles.
One recommendation from the report was “consideration should be given to creating a ‘customer forum,’ chaired by a non-executive director (NED), that reports directly to the Board. Delivery of this should be within 12 to 18 months.”
While the BVRLA welcomed the review and is pleased to it published, the association feels it doesn’t go far enough in recognising the lack of progress being made in modernising DVLA services for fleet customers. The BVRLA will be discussing this review and the fleet sector’s requirements for DVLA services with the DVLA’s new leadership team once the new CEO and Chair are in place.
The review can be accessed on the GOV.UK website: DVLA review published to strengthen agency for the future.
