I keep saying this but, it’s people, not technology allowing us to provide efficient and effective services. We also meet the needs of a diverse and ever growing digitally aware customer base and look after a wide range of needs by providing assisted digital services.
IT running costs cut by nearly 40%
That’s around £55 million in cost savings – this is huge.
Many a sleepless night was spent fearing: the scale of change, removing the safety blanket of a third party service provider; and the potential effect on the quality of service we offered. We’re actually providing better services than ever before. By trusting our people and skills we’re seeing our transformation happen before our very eyes. Over the last financial year we’ve seen:
- 99.89% average service availability
- a 64% reduction in severe IT incidents
- 8% reduction of IT incidents
We completed 1 billion transactions last year – over 90% online
This is a record breaking volume of enquiries and transactions across all our services.
When you operate at the scale we do, collecting around £6 billion in vehicle tax for the Treasury, dealing with around 50 million vehicle licence transactions (78% online), over 11 million driving licence applications (68% online) and 26 million card payments annually it’s important we get it right!
Our aim is to provide a ‘best-in-class IT service’ using our own in-house IT
Remember we’re one of the first in government to do IT in-house. We’re ‘users’ too: from laptop requests to broken printers; to creating a new digital service - our team covers a lot of ground. And, they continually find better ways to do it.
As well as providing you with best-in-class services we also make sure DVLA staff get the best tools for the job which means:
- 86% of us are now reporting IT incidents via a self-service portal
- the majority of staff, bar a few with specialist requirements, will have IT kit that is less than 3 years old
- secure laptops, for those who need them, that work properly and saves us a lot of wasted hours and frustration
We’re making positive steps every day.
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