Progress Report - Results from the Customer Satisfaction Survey 2005.

Following publication of the results of our customer satisfaction survey last year, we drew up an action plan to address those areas where you felt we could have done better. Our aim is to provide an efficient service and to offer customers additional alternative methods of delivery wherever possible. Details of some of the progress so far are set out below:

 

1. Getting through to the Call Centre and making it easier to contact us

• The Integrated Voice Response (IVR) system has been successfully re-written so customers get through to where they want to and get the information first time around.
• The option to speak to an advisor remains for most call types.
• Data being analysed to determine what messages work and why, assessing trends to inform future improvement plans.
• Mystery Shopper Exercise being conducted.
• It also gives the website address www.direct.gov.uk/motoring for information on all motoring issues as well as answers to frequently asked questions.

2. Increase satisfaction with Local Office premises and facilities

• Average queuing time reduced to 12 minutes.
• Plasma screens inform customers about other transaction channels.
• Disability works under action as capital projects or work orders. All future offices are now covered from Disability Discrimination Act [DDA] and Charter Mark [CM] requirements.
• Assessment of parking conducted throughout the Local Office Network.
• All Local Offices undertaking assessment to Charter Mark standards.
• Local Office information available on-line at www.direct.gov.uk/motoring this will include directions, list of services and facilities i.e. parking etc.

3. Vehicle Registration Documents and Electronic services

• Increase awareness of Electronic Vehicle Relicensing (EVL) – 49% of customers unaware of this service.
• Monitor vehicle registration document turnaround times via DVLA’s Customer Service Dashboard to ensure compliance to Charter Mark standards.
• All motoring related information can now be found at www.direct.gov.uk/motoring
  

4. Provision of forms/leaflets

• Information on V11 form being simplified for Statutory Off Road Notification (SORN) and relicensing purposes.
• The D1 (driving licence form) has now been changed to reflect the online process available later this year.
• Customers can find more information on-line at www.direct.gov.uk/motoring

5. Alternative Payment methods

• Direct debit pilot carried out amongst DVLA staff.
• Business case to proceed rollout submitted to HM Treasury and outcome expected in September 06.
• Single direct debit payment for Vehicle Excise Duty (VED) is expected to be available from June 2007.

• If the business case is successful, a "pay as you go" scheme will be available from September 2009.

 

 

We will be undertaking another survey in October 2006 and the results will be used not only to measure your satisfaction with our current performance but to find out how you would like to do business with us in the future. If you have any comments or suggestions you would like to make you may like to e-mail Richard Truscott at richard.truscott@dvla.gsi.gov.uk . Alternatively, you may write to Central Marketing and Market Research, C1/West, DVLA, Longview Road, Swansea SA6 7JL.