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Digital Services Offered by the Driver and Vehicle Licensing Agency

Digital Services Offered by the Driver and Vehicle Licensing Agency. Hugh Evans. Scale of the DVLA operation. 34M ‘live’ vehicles 44M drivers £5.6Bn tax 9.3M driving licences 21M registration certificates 44m tax reminders 21M phone calls 20M items of mail 120 million transactions.

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Digital Services Offered by the Driver and Vehicle Licensing Agency

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  1. Digital Services Offered by the Driver and Vehicle Licensing Agency Hugh Evans

  2. Scale of the DVLA operation • 34M ‘live’ vehicles • 44M drivers • £5.6Bn tax • 9.3M driving licences • 21M registration certificates • 44m tax reminders • 21M phone calls • 20M items of mail • 120 million transactions

  3. Electronic Service Channels offered by DVLA • Driving Licence applications • Electronic Vehicle Licensing • First Registration of Vehicles • Sale of Personalised Registration plates • Enquiries of DVLA records • Notification of Road Traffic Convictions by Courts

  4. Modernisation • Transform DVLA from a 9 – 5 ‘paper factory’ to a modern electronic business providing services ‘on demand’ • What we do is complicated – how do you make it easy enough to go online?

  5. Initial Objectives • Introduce an online and telephone channel to tax or declare vehicles off the road (SORN) • Minimise paperwork • Service available 24 x 7 • Use reminder form or registration certificate • Post disc to customers within 5 working days

  6. Benefits to our customers • 24 x 7 • 45% use the service out of office hours • 3464 on Christmas Day • UK vehicle owners overseas • 25% of customers use the phone service • Ease of compliance • 70% of motorists admitted they previously delayed taxing their vehicle because they could not find the paperwork • Four minutes to complete a transaction

  7. Benefits to DVLA • Major financial savings in the cost of collecting Vehicle Excise Duty (VED) • Electronic channel is 30% cheaper than paper, and is continuing to get cheaper • Saving £30M over 3 years • Now providing 24 x 7 ability to comply with the law – making compliance easier

  8. And now for something completely different Incentive – Prize draw to win a car each month. For those who renew their tax disc on line or by phone.

  9. Results so far - Headlines • DVLA is now one of the biggest online retailers in the UK. • Up to 1.6 million transactions a month are now processed electronically • Up to £174 million a month is collected electronically • 30 million people have used the service to date • Over £2 billion in tax is collect each year, electronically • 41% of customer base transact electronically • DVLA now saving one-third per transaction • Repurchase of 98% • 100% of customers surveyed said they were likely to recommend the service to a friend. • Running at 54m visitors a year

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