IT IS one of those organisations that most of us have had to deal with at some point in our lives, and now – with a bit of help from a Bracknell-based business – it’s been declared one of the most improved in the land.
The DVLA (Driver and Vehicle Licensing Agency) is the nation’s one port of call for driving licences necessary to get us on the road.
The UK Customer Satisfaction Index (UKCSI) has previously announced the agency has one of the worst set of satisfaction scores for British organisations. But the 2023 survey found a change: it was the country’s fourth most improved CX provider, and only one of 15 organisations to register an improvement of two points or more in the scoring system used.
Content Guru, Britain’s largest vendor of cloud contact centre and customer experience (CX) technology, helps the DLVA with its systems.
It says that by working closely together and with programme delivery partner Wavenet it was able to re-imagine both the customer and employee experience, utlising its Storm service, known as a Contact Centre as-a-Service (CCaaS) solution.
This, it says has transformed the way in which the DVLA communicates with motorists and queries involving vehicle taxation, personalised registration sales and driving licences.
storm has allowed the DVLA to expand its contact channels to a full omni-channel model encompassing voice, email, webchat, and social media.
The DVLA employs more than 6,000 people, and is responsible for maintaining the registration and licencing of over 40 million vehicles and 50 million drivers across the UK.
“We are incredibly proud of the growth of DVLA’s public engagement strategy since implementing storm,” Martin Taylor, co-founder and deputy CEO of Content Guru, said.
“Recognition as the UK’s most improved public sector provider and fourth most improved organisation overall demonstrates how even high-volume contact centres are capable of implementing intelligent automation and strategic omni-channel transformation to improve customer satisfaction.
“We look forward to expanding our work with the DVLA, through Wavenet, and supporting the agency as it continues to improve its services to the public.”
