https://dvladigital.blog.gov.uk/2014/11/03/customer-engagement-before-disposal-to-trade-private-beta-launch/

Customer engagement before ‘disposal to trade’ private beta launch

With the launch of the private beta phase of our new online ‘selling a vehicle to the trade’ service due in early this month, the Vehicle Management project have been engaging with dealers, traders and auction houses with a view to them being involved in the testing of the live system.

Off to Belfast

Following the transition of Northern Ireland (NI) vehicle services to DVLA in July 2014, we were keen to get some dealers and auction teams involved from NI. Having spoken to dealers and auction teams by phone to gauge interest and appetite to use the system, Julie Riseley (Vehicle Product Owner), Craig Phillips (Vehicles Business Change Manager) and myself headed off to Belfast to spend some time with them, demonstrate the new system and discuss any concerns they had.

Our schedule included meeting two motor dealers - Charles Hurst and Isaac Agnew and two motor Auction houses - Wilsons Car Auctions and Belfast City Auctions. The dealers and auction houses gave us a flavour of the scale of their businesses, as well as how they could integrate the online services into their day to day services.

Dealer time

At the dealerships, we discussed how they felt the change to DVLA Swansea had gone, any issues they were still having and of course the upcoming changes regarding selling a vehicle to the trade as well as personalised registrations online. The general feeling was that the online services would bring about positive changes to their business, making it quicker and easier for customers to transact with DVLA and get instant acknowledgment that their transaction is being processed.

At the auction house

Both auction houses were keen to set up a “kiosk” for customers to use the online service themselves, providing a PC or tablet with internet access. This would save staff resource and allow the customer to transact directly with DVLA electronically. Both felt they would be able to provide the appropriate amount of support to their customers but still ensuring they maintain their levels of customer service.

Feedback

Feedback from these sessions was that they found it helpful to be able to ask questions and discuss the answers there and then instead of going back and forth via email. We also found it helpful as we were able to discuss the changes happening and get feedback and customer insight with a group of people who have only been our customers for 3 months, working out how best to communicate and work together.

Our ‘selling a vehicle to the trade’ service will be available to the test companies first and then rolled out to as public beta by the end of the year. Our ‘Buying a Vehicle from the trade’ service will follow shortly with private testing in December.

We hope to continue to build on these relationships with the launch of the online services and welcome any feedback or questions on these services.

VMandPRproject@dvla.gsi.gov.uk