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Over the last few years the DVLA’s Red Tape Challenge response has delivered a number of initiatives aimed at removing unnecessary burden to motorists, dealers and corporate customers.
Last year the Transport Select Committee recognised that they provide a quality service to individual motorists. However, they also recommended they develop a better understanding of the needs of business users, particularly the motor trade and fleet owners and operators who transact with them on a regular basis and in large volumes.
In response to this, the DVLA introduced a new corporate service manager role for the agency. This was set up to get a better understanding of dealer and corporate customers’ needs, to identify opportunities for service improvements and to evidence the benefits that changes could bring.
This Corporate Manager role is to champion and manage the needs of dealer and corporate customers and to ensure that their business needs are understood. Also to ensure that there is a good evidence base to demonstrate the benefits that changes will bring and that these changes are prioritised fairly against other initiatives being taken forward by the agency
DVLA has a very busy period ahead as it moves off its current IT system, so there is an important element of managing customer and dealer expectations going forward.
The service manager structure in the DVLA has provided a better focus on our customer needs in relation to our current and future service offerings.
There never before been such energy and commitment across the agency to improving the services that are delivered to all customers. As the DVLA says, it wants to make services simpler, better and safer
There are many important corporate customers of the DVLA, they are represented by a wide range of industry trade associations such as the National Franchise Dealers Association, Society of Motor Manufacturers & Traders, British Vehicle Rental and Leasing Association, Freight Transport Association and Road Haulage Association, and the Motor Insurers’ Bureau – they all represent large groups of customers and are very influential. Plus government departments and agencies eg Department for Transport, Home Office, police etc are involved.
The DVLA has already done a lot to understand users’ needs, their team has also been out to meet with a number of trade associations and their members to better understand their organisations and business needs. It’s clear to see the passion these trade associations have for continually improving the services offered to their members and they’re keen to work in partnership with the DVLA to achieve this.
The DVLA are also working with communications teams to improve the way they communicate with this important customer groups like dealers, the DVLA need to ensure that the two way communication lines are clear!
Working more closely with DVLA, dealers and corporate customers can help industry remove unnecessary burdens, improve efficiency and reduce costs thereby helping to play a part in making UK business’s more competitive.