CASE STUDY: DRIVER AND VEHICLE LICENSING AGENCY
Overview
The Driver and Vehicle Licensing Agency (DVLA) is an executive agency of the Department of Transport dedicated to facilitating the taxation and regulation of drivers and vehicles, as safely and efficiently as possible. As a critical public organisation, the DVLA is responsible for more than 50 million driver records and 40 million vehicle records, generating £7.3 billion a year in Vehicle Excise Duty.
Ranked as Britain’s most improved public sector organisation, and the only public sector organisation to increase in customer satisfaction, by the Institute of Customer Service in the UK Customer Satisfaction Index (UK CSI, July 2023). The DVLA has built up a reputation for customer service excellence with ambitions to be the digitally leading government department.
The Challenge
The DVLA embarked on a large-scale digital Customer Experience (CX) transformation. Faced with multiple disparate and siloed systems for voice, recording, quality, and analytics, the DVLA wanted a customisable, integrated solution, accessible through a unified interface.
The Approach & Solution
The DVLA chose Content Guru’s cloud-based CX solution, storm®, thanks to its robust capabilities and customisability.
With storm’s knowledge management module, DVLA agents now have quick access to pertinent information, enabling them to offer personalised recommendations to citizen queries based on organisational knowledge articles.
Additionally, storm’s real-time reporting and recording modules have empowered the DVLA’s Quality Management (QA) team with tools for monitoring customer interactions. Through AI-powered transcription analytics and sentiment analysis, the QA team can now coach the DVLA’s contact centre agents effectively.
Moreover, storm facilitated the implementation of a hybrid working model, fostering a better work-life balance for staff and fortifying the contact centre’s resilience.
Most significantly, the DVLA has integrated storm’s Machine Agent™, our AI-powered chatbot, directly on the .gov.uk website. Handling an impressive 300,000 interactions monthly, this innovation streamlined customer service. With 30% of queries resolved directly by the chatbot, first contact resolution rates have soared, alleviating staff workload. For the remaining 70% of inquiries, agents are now equipped with contextual information thanks to storm’s world-leading customer data platform, saving valuable time per interaction.
Overall, by working in a collaborative and iterative approach with Content Guru, the DVLA’s digital transformation has greatly benefited both customers and agents. The success of this partnership has also been recognised globally, as this project won the ‘Best Technology Partnership’ at the 2024 CCA Global Excellence Awards.