GovWire

DVLA is an executive agency of the Department for Transport (DfT) and is responsible for managing the collection of data. DVLA manages more than 49 million driver records and more than 40 million vehicle records.

The agency continues to hold the Customer Service Excellence standard for its service to customers.

Overview

DVLA has conducted user research since 2008 using a wide range of research methods, from traditional surveys to in-depth interviews, focus groups and targeted usability or prototype testing. Technology, customer behaviour and the way we offer our services has changed significantly in this time and we know from our customers that they want modern processes which allow increased flexibility in the way services are delivered.

Were committed to developing excellent services for our customers that are both meaningful to them, and easy to use. To properly understand what our customers expect from DVLA services we carry out extensive research, some of which can be found below.

Research projects and reports

Information about research projects funded by the department is available at research at DVLA.

Current work

Were currently working on these surveys (some may be linked to our online services):

• applying for a replacement driving licence
• tax a vehicle
• notify changes on a V5C
• renew driving licence
• V778 retention document
• notify DVLA of a medical condition
• tachograph driver card
• DVLA driver and vehicle
• DVLA motoring
• View Vehicle Record (VVR) for fleets vehicles
• view or share your driving licence information
• apply for a plug-in vehicle grant
• DVLA posted items
• driver licence online applications
• apply for an electric vehicle charge point for your workplace
• trailer registration
• register a vehicle (RaV) feedback
• check a single vehicle service
• check and pay for multiple vehicles service
• pay a charge for a single vehicle service
• DVLA form ordering service
• Direct Debit
• first registration vehicle registration number (VRN) management

DVLA works closely with stakeholders, customers and other interested parties to make sure were providing products and services that suit their needs. This page will show developments on various projects, feedback and actions taken as a result. Where no action is taken an explanation is given.

To take part in further research

Were looking for volunteers to join our online research panel. The panel has been set up to gain customer insight on Department for Transports (DfT) motoring services and road safety, to assist in the development of those services and related information.

If youre over 16 and are interested in being part of this panel, or want more information, please e-mail: marketresearch.panel@dvla.gov.uk

The research team at DVLA cannot help with general enquiries from members of the public by this email.Contact DVLA if youve got a query about your driving licence or vehicle.

User experience

Were committed to providing services for our customers that are both meaningful to them and easy to use. To better understand what our customers expect from us, were carrying out extensive research. This includes visiting and talking with stakeholders and citizens from all over the UK who use our services.

This ongoing insight with our customers will allow us to understand peoples reasons for interacting with us and their preferences around how they choose to do so.

Well use the feedback gathered to help design and improve our services.