DVLA is an
executive agency of the Department for Transport (DfT) and is responsible for
managing the collection of data. DVLA manages
nearly 53 million driver records and more than 47 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.
We're 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
We're currently working on these surveys (some may be linked to
our online services):
- driving licence application feedback
- tax a vehicle
- notify changes on a V5C
- renew driving licence
- notify DVLA of a
medical condition
- tachograph driver card
-
DVLA motoring
- View Vehicle Record (VVR) for fleets vehicles
- view or share your driving licence information
-
DVLA posted
items
- driver licence online applications
- 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
- renew your driving licence
- clean air zone: Contact us
- Driver and vehicles account feedback
- driver and vehicles
- first registrations off road register
- how to fill in your ‘Application for a driving licence' (D1)
– INF1D survey
DVLA works
closely with stakeholders, customers and other interested parties
to make sure we're 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
We're looking for volunteers to join our online research panel.
The panel has been set up to gain customer insight on Department
for Transport's (DfT) motoring services and road
safety, to assist in the development of those services and
related information.
If you're 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
you've got a query about your driving licence or vehicle.
User experience
We're 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, we're 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 people's reasons for interacting with us and their
preferences around how they choose to do so.
We'll use the feedback gathered to help design and improve our
services.
