DVLA becomes first government body in the world to earn 5-star
By William Fletcher MBE, Chief Executive Officer, New Reg Limited
The DVLA has become the first government organisation anywhere in the world to receive 5-star World Class certification from the Service Desk Institute.
The DVLA is now the highest-rated government organisation in the world for customer service operations, after receiving 5-star World Class certification from the Service Desk Institute -- a milestone no other public-sector body has reached before it.
The certification is awarded by the Service Desk Institute, an independent body that sets internationally recognised standards for service desk performance. Reaching 5-star level means an organisation's support team has met the highest possible benchmark across areas such as responsiveness, process quality and overall customer experience. The DVLA is the first government agency anywhere in the world to clear that bar.
For ordinary drivers, this matters because the DVLA handles some of the most routine but important interactions in motoring life -- from renewing a driving licence to registering a vehicle or updating personal details. A higher-performing service desk means queries are more likely to be resolved accurately and without unnecessary delays.