Memorandum from the Driver and Vehicle
Licensing Agency
VEHICLE RELICENSING
(TAX)
Forecast volumes for 2006-07 = 42.6 m
Cost—Unit cost per transaction is £1.13
FIRST REGISTRATION
OF VEHICLES
Forecast volumes for 2006-07 = 2.9m
Cost—Unit cost per transaction £4.50
Q What formal systems do you have for gathering
customer feedback?
A
|
| Yes/No | Cost pa
|
|
| Facility on Website | Y |
No annual cost, part of business as usual |
| Response cards at Office | Yes (response cards available at DVLA Local Office response less than 5%
| Card completed in house therefore no annual costs, business as usual
|
| Focus Groups | Yes | £15—£25 k
|
| User Surveys | Yes | £50—£80 k
|
| Analysis of complaints | Yes
| Met within Salary budget |
| Web site usability testing | Yes
| £30—£40 k |
|
| |
|
Q What systems are more effective?
A All have a place in the overall strategy but based
on experience, qualitative customer satisfaction surveys are the
most effective means of gathering customer feedback giving a robust
measure which is representative of the customer base. Survey results
represent customer overall customer satisfaction and dissatisfaction.
For those who have expressed dissatisfaction with the service,
they are asked to state the reason why. Analysis of this feedback
looks for trends and gives accountable information that informs
us how to improve our services.
Q Can you identify any changes made as a result of gathering
user feedback?
A Following customer feedback on the Electronic Vehicle
Licensing (EVL) experience of customers, a number of improvements
have been made eg Commercial Operators found the system for bulk
purchase of tax disc cumbersome. Generally, all customer feedback
is incorporated into a consolidated action plan which drives service
improvement.
Q If you undertake user surveys how often are they repeated,
and how much is spent on each survey?
A Across the Driver and Vehicle Operator Group, annual
Customer Satisfaction Surveys are conducted for each of 13 main
customer segments. The four highest volumes identified would fall
into the annual survey of the Private Motorist. Cost of this survey
is approximately £60k annually. Should there be a need to
boost a particular issue, the survey may be extended which would
incur an additional cost of £10k.
Q What targets for customer service, if any, are in place?
A Proposed Secretary of State targets for 2007-08 is
to: "Maintain or improve customer satisfaction at a rate
of 88%." Results from current Customer Satisfaction Survey
shows an overall satisfaction level of 91.6%. Further break down
of overall results shows:
— 92% customer satisfaction with Relicensing.
— We do not have a break down customer satisfaction
figure for first registration of vehicles as this does not form
part of the Private Motorist Survey. If measured, satisfaction
measures of end user are likely to represent satisfaction with
(AFRL) dealer performance rather than that of the DVLA.
Q Do you have a complaint handling unit, or are complaints
handled where they are received?
A We do not have a central complaint handling unit and
complaints are handled by the section they are addressed to. However,
our Customer Services Manager section handles the vast majority
of complaints. We have recently developed an Agency Complaints
Tracking System which is expected to go live early March. This
will give better visibility on the status of each case.
Q How many full time equivalents are involved in complaint
handling, and at what grades?
A A total of 54 ½ full time equivalents are involved
in complaint handling. Break down as follows:
0.8 Senior Executive Office
5 ½ Higher Executive Officers
21.4 Executive Officers
22.2 Administration Officers
4 ½ Administration Assistants
Q Do you have an internal review process for dealing with
complaints? If so, how does it operate?
A We adopt a staged approach for dealing with customer
complaints; literature is readily available to customers, which
clearly explains routes of escalation and what these stages are
ending with case being referred to the Independent Complaints
Assessor.
Q Do you do any analysis of complaints to inform service
delivery and design?
A Currently complaints are reported on a monthly basis.
Month on month analysis is carried out to track trends which when
identified are acted on to improve process and to provide a better
customer experience.
February 2007
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