Corporate report

DVLA's annual report and accounts 2012 to 2013

The Driver and Vehicle Licensing Agency (DVLA) performance over the financial year, including how it met its service standards and other targets.

• From: Driver and Vehicle Licensing Agency
• Published: 27 June 2013
• Last updated: 8 August 2013 바카라 사이트� See all updates

Documents

DVLA's annual report 2012 to 2013

HTML

Ref: ISBN 9780102981629, HC 206

PDF, 3.08 MB, 128 pages

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Details

The annual report and accounts sets out the agency바카라 사이트檚 performance, achievements and accounts for the financial year 2012 to 2013.

Highlights for the year

Operational results

It has been another successful year for the agency achieving 18 out of 20 key performance measures, exceeding 19 out of 20 customer service measures.

Electronic services

DVLA바카라 사이트檚 Electronic Vehicle Licensing (EVL) service achieved its highest ever digital take up of 55.7%.

Customer Service

DVLA has retained its accreditation to the Customer Service Excellence standard for a further year, achieving its best result ever, including awards in twenty areas of 바카라 사이트榖est practice바카라 사이트�.

Financial results

DVLA raised 拢401 million through fees and charges income, an increase of 拢13 million against the business plan 2012 to 2013 forecast of 拢388 million. A fees surplus of 拢10.9 million was achieved against a forecast breakeven outturn in our business plan 2012 to 2013.
The agency has delivered a sustainable efficiency gain of 拢40.6 million exceeding our target of 拢33.25 million.

Awards

DVLA바카라 사이트檚 contact centre was awarded 바카라 사이트楤est Overall Contact Centre of the Year바카라 사이트� by the Customer Contact Association (CCA). Our contact centre also won the award for the 바카라 사이트楳ost Effective Training Programme바카라 사이트� category. Two ticks - DVLA has been re-accredited with the Two Ticks 바카라 사이트楶ositive about Disabled People바카라 사이트� symbol in recognition of its actions to support disabled people in the agency.

Published 27 June 2013

Last updated 8 August 2013 + show all updates

1. 8 August 2013

   HTML version added.

2. 27 June 2013

   First published.