DVLA announces plans to reform its customer services

Millions of motorists including truck driversare set to benefit from greater choice and flexibility in how they deal with the DVLA under proposals published for consultation today by Roads Minister, Mike Penning.

The proposals will make it easier for motorists to interact with the DVLA. This will be achieved by centralising its services and providing much more choice and flexibility, including online services, than is currently available around how and when motorists deal with the DVLA.

The proposals could deliver significant efficiencies with an estimated £28million year on year saving.

Roads Minister, Mike Penning said: “This is a major step change which will make dealing with the DVLA easier and quicker for motorists and businesses up and down the country. Centralising the DVLA’s services is the first crucial step towards making more of its transactions available online, allowing people to deal with the DVLA at their chosen time and place. This will mean quicker turnarounds and meet our customers’ growing needs.”

Under the proposals, customers should have far more ways to access the DVLA’s services than the 39 regional offices the DVLA currently operates in Great Britain. Today’s announcement means that the 39 regional offices, 10 of which include its regional enforcement centres, are expected to close by the end of 2013, with work currently processed at those offices centralised at the DVLA’s HQ in Swansea. As this proposed centralisation is expected to have an impact on resources, a separate consultation with the staff potentially affected will also begin today.

The DVLA’s Chief Executive, Simon Tse said: “The DVLA has been serving motorists for over 40 years in one form or another. But times change and customers’ needs change. That is why it’s essential that we move with the times and make the best use of our services and experience to make sure we give the motor industry and the general public a service that is fit for the 21st century, allows them to carry out their business in a way that suits them and offers the best value for money for the taxpayer.”

The consultation starts today and closes on 6 March 2012. The consultation document can be found here: http://www.dft.gov.uk/dvla/consultations.aspx