Service deliveryDigital Customer ServiceDVSA announces digital strategy

DVSA announces digital strategy

Sweeping changes set to be made across all areas of the business in the coming years

Road safety will be improved by a revolution in digital services at the Driver and Vehicle Standards Agency (DVSA), it has announced.

The DVSA’s Digital Strategy 2018-2022, published today, reveals the sweeping changes set to be made across all areas of the business in the coming years.

These changes will see DVSA providing a range of new digital services to meet the needs of its users, from learner drivers, to car owners, to driving instructors and garage owners. DVSA is also developing new tools for its enforcement teams and to help staff work more effectively.

Over the next three years, DVSA will roll out improved technology and modernised digital services to improve its customer experience. This includes:

  • allowing driving examiners to check vehicle status, MOT and tax online
  • improving candidate identification technology at both practical and theory test centres, to help prevent fraud
  • developing improvements to the driving test for candidates, including being able to record the test debrief and email a copy to the candidate and trainer
  • moving away from paper-based forms that have been in existence for more than 25 years, meaning successful driving test candidates get their licences more quickly
  • using voluntary electronic driving log books as part of the learning process
  • introducing an online option for Approved Driving Examiners (ADIs) to book their standards checks
  • enhancing customer experience at MOT garages by improving test quality and making MOT systems more intuitive

Across DVSA, staff will also receive new technology to help keep Britain’s roads safe. DVSA’s in-house digital and technology teams will be upgrading infrastructure and providing improved internal digital services, so staff will spend less time doing paperwork and can focus on their important jobs.

Enforcement staff will get mobile devices with bespoke apps so they have all the information they need right at their fingertips. They will also get new case management and mobile compliance tools, and their vehicles will be equipped with mobile Wi-Fi hotspots.

To help tackle MOT fraud, DVSA’s fraud and integrity team will get modernised systems which will enable them to use improved data analysis techniques.

To make sure these new services can accommodate user growth, DVSA will be moving from legacy outsource contracts to modern digital platforms hosted in the cloud. DVSA has adopted Amazon Web Services (AWS) – the first UK government agency to do so. By using AWS to run the MOT Service, the DVSA has not only halved running costs, saving £10m every year but also improved information for motorists through the MOT reminder and recall services.

DVSA is continuing to roll out cloud-based infrastructure across all areas of the business. As well as saving on costs and giving staff the flexibility they need to work effectively, this will make its systems more future-proof.

Leading DVSA’s digital revolution is Director of Digital Services James Munson, who said of the strategy: “DVSA is determined to help citizens stay safe on Britain’s roads. Our digital, data and technology infrastructure plays a vital role in this, as there’s much more we can do to provide better services and better value for money.

“Introducing new and improved digital infrastructure will help our staff work more efficiently, make our customers’ experiences more intuitive, and provide brilliant world-class digital services.”

The Digital Strategy supports DVSA’s five-year strategy, launched in 2017, that will help people stay safe on Britain’s roads.

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