DVLA vows to improve fleet services in three-year plan

The Driver and Vehicle Licensing Agency (DVLA) says it wants to focus on delivering “best-in-class customer services” to fleets as part of a three-year plan.

It says it recognises that the business needs of corporate customers are often different and more complex than those of ordinary motorists. It also notes that they use its services more frequently and often handle large volumes of transactions.

The strategic plan says the DVLA will look at introducing digital processes for commercial users to access its services, especially in relation to the processing of bulk transactions for fleet companies.

Oliver Morley, DVLA chief executive, said: “The last year has been one of great achievements and significant change for DVLA and has put us in a strong position to deliver better, simpler services to motorists. Our focus remains on providing best-in-class customer service.”

The plan focuses on five main themes: providing best-in-class services; building dynamic technology and services; being a hub for digital motoring; creating a modern workplace; and providing unrivalled safety, security and compliance.

In terms of medical services, its role is to ensure that all medical notifications are investigated to ensure that only those who can meet the minimum medical standards for driving are able to obtain or retain a licence.

The DVLA has already made a number of improvements, including a new online service where drivers can tell the agency about their medical conditions.

However, it has vowed to work with key stakeholders from the commercial motoring industry, charities and health providers to identify improvements and speed up its medical licensing processes. That includes increasing the number of medical conditions which can be reported online from two to 150.