It's good to listen
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Every DVLA customer is important and we are always looking for ways to get a better understanding of what they want
from the Agency to help them navigate the minefield of government regulation. The best way to do this is to meet and speak
to them face to face and on their own patch. DVLA, along with colleagues from the Driver, Vehicle and Operator Group (DVO)
i.e. The Driving Standards Agency and Vehicle and Operator Services Agency have been doing this in conjunction with
commercial operators since May 2002. What started as an experiment grew rapidly into a rolling programme of regional
events designed specifically for customers working in the haulage and passenger transport industry.
The team has visited every corner of Great Britain from Aberdeen to Cardiff and across to Cambridge. Feedback from
operators has been so positive that a third programme will be starting on 22 April in Dumfries. (Further details can be
found at the website www.dvla.gov.uk).
Our aims have been:
to show how the DVO Group is working together in the interests of customers
to pass on information about procedural and legislative changes
to understand operators' business needs and concerns better to identify how to improve and simplify their interaction
with the agencies.
After trying out a number of different formats we have settled on half-day morning meetings, in convenient
conference venues. Each session includes presentations from the agencies on items of interest, followed by an
open question and answer forum to discuss common concerns. Agency 'clinics' allow delegates to visit specific
stands to pick up information leaflets and talk to staff informally.
At some events delegates have also been asked to take part in small focus group discussions, facilitated by DVO's research consultants. For example understanding our customers' use of the Internet, whether for business or pleasure, for fact finding or purchasing products, is a valuable pointer to assist us in complying with government targets on giving customers an easy means to access public services electronically. These events are very much about a twoway flow of information. DVLA has been updating operators on the latest developments including digital tachograph cards, registration of number plate dealers in England and Wales, the introduction of mandatory log books at relicensing and the rollout of new harmonised registration certificates.
In return the Agency has listened about operators' need to make quick checks of vocational drivers' entitlement and the negative effects on the industry of the shortage of trained drivers. DVLA hopes that a new driving licence fee structure introduced on 1 March 2004 under which vocational licences are now free will help the latter by reducing costs. Most importantly operators said about their struggle to balance time keeping abreast of new developments to ensure compliance while simultaneously running their businesses and keeping their vehicles safely on the road. The DVO agencies have accepted the challenge to address these concerns. This work is being taken forward together, and will be reported on at future events. Article by Sue Smith, taken from DVL Today - Issue 26 - Reproduced under Crown Copyright
At some events delegates have also been asked to take part in small focus group discussions, facilitated by DVO's research consultants. For example understanding our customers' use of the Internet, whether for business or pleasure, for fact finding or purchasing products, is a valuable pointer to assist us in complying with government targets on giving customers an easy means to access public services electronically. These events are very much about a twoway flow of information. DVLA has been updating operators on the latest developments including digital tachograph cards, registration of number plate dealers in England and Wales, the introduction of mandatory log books at relicensing and the rollout of new harmonised registration certificates.
In return the Agency has listened about operators' need to make quick checks of vocational drivers' entitlement and the negative effects on the industry of the shortage of trained drivers. DVLA hopes that a new driving licence fee structure introduced on 1 March 2004 under which vocational licences are now free will help the latter by reducing costs. Most importantly operators said about their struggle to balance time keeping abreast of new developments to ensure compliance while simultaneously running their businesses and keeping their vehicles safely on the road. The DVO agencies have accepted the challenge to address these concerns. This work is being taken forward together, and will be reported on at future events. Article by Sue Smith, taken from DVL Today - Issue 26 - Reproduced under Crown Copyright
Tue, 15 Feb 2005
