The Driver and Vehicle Licensing Agency (DVLA) has once again demonstrated its unwavering commitment to service excellence, achieving CCA Global Accreditation for Customer Experience© since 2007.


In 2023, DVLA also became one of the first organisations to achieve the newly launched CCA Learning and Development Accreditation©, solidifying its position as a leader in best practice and continuous improvement.


As a vital arm of the UK government, DVLA manages more than 49 million driver records and 40 million vehicle records, collecting approximately £7 billion annually in vehicle excise duty. Yet, DVLA’s impact goes far beyond these impressive numbers. With a mission to deliver user-friendly, reliable, and value-for-money services, the agency has set a high standard for public service and customer care.


A culture of learning and collaboration

The latest CCA assessment and review highlights DVLA’s robust approach to learning and development, which plays a pivotal role in the agency’s success. The in-scope Learning and Development team comprises 25 coaching and training professionals who support over 1,200 contact centre colleagues across four specialist areas. This team is instrumental in fostering a culture of continuous improvement, ensuring staff are equipped to deliver high-quality service.


Strength through leadership and community

A cornerstone of DVLA’s success is its leadership team, which provides a stable and collaborative environment. By engaging staff effectively and fostering transparent communication, DVLA ensures alignment with strategic goals, even during times of change.


As one of South Wales’ largest employers, DVLA also plays a significant role in the local community, contributing to skills development and supporting future talent. Their commitment to staff wellbeing and engagement was reflected in the latest CCA colleague survey with an impressive increase in scores despite a challenging year.


A vision for the future

DVLA’s achievements in customer experience and learning and development are a testament to its dedication to raising the bar in public service. Looking ahead, DVLA is actively engaged in the CCA Industry Council, particularly the Future Scenarios to 2030 initiative. By contributing insights and expertise to this activity, DVLA will help shape the evolving landscape of customer service and experience over the next decade.


With plans to further enhance self-service capabilities and a clear focus on continuous improvement, DVLA is well-positioned to meet the evolving needs of its customers and inspire excellence across the public sector.


From all of us at CCA Global, congratulations to the entire DVLA team for your remarkable achievements and steadfast commitment to excellence. Your passion, resilience, and innovation set a shining example for organisations across the public and private sectors.