https://dvladigital.blog.gov.uk/2015/03/19/building-services-to-meet-the-needs-of-all-users/

Building services to meet the needs of all users

During the development of View Vehicle Record (VVR) and V5C on Demand for fleet companies, a lot of user requirement gathering and engagement events took place between DVLA and fleet operators.

This information has been used to build our services and any barriers identified by fleet operators are being addressed. As such, we arranged an event at the Department for Transport.

On 16 February we arranged for third party stakeholders, who rely on the documentation we produce, to attend hourly slots during an event in London.  Attendees included:

  • local authorities
  • Transport for London
  • the police

What we discussed

Our discussions focused around what documents they currently need and what alternatives may be available. We talked to attendees about the impact for them not having a physical registration certificate (V5C) and how it will affect their processes, because fleet operators who ‘opt in to’ V5C on Demand service will not have a V5C to show them.

VVR was demonstrated, followed by further discussion around whether the third party stakeholders would accept alternative documentation if they were made available (e.g. a VVR screen print validated by DVLA).

The event certainly gave us all a lot to think about. Everyone agreed we need a more streamlined process without compromising data security, or putting barriers in the way of enforcement action.

What this event taught us is that whilst there are primary users of our services, there are also others who rely on the information we provide and their processes can be impacted by changes we make. It’s crucial we continue to work with all our users and stakeholders to ensure DVLA services being developed meet the needs of everyone.