We are DVSA: annual review, 2016 to 2017
Published 17 July 2017
漏 Crown copyright 2017
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Foreword
In this annual review you바카라 사이트檒l read about DVSA바카라 사이트檚 highlights of the last operational year. And, most importantly, we바카라 사이트檇 like to introduce you to some of the people who made them happen.
In April 2017 we published our 5 year strategy, which sets out our ambitious plans to modernise the driving test, raise vehicle standards and do more to take dangerous drivers and vehicles off our roads.
This review includes stories which link to the themes of our strategy and which will also give you an idea of why DVSA is a great place to work.
In the last year we started work to modernise our services and put the right people in the right places to deliver them. But this is just the beginning, and we바카라 사이트檇 like to introduce you to the work we바카라 사이트檙e planning over the coming years.
Through this work, DVSA will have a huge influence on improving road safety and supporting the economy by keeping the traffic moving.
Of course, an organisation is only as good as the people who work there, and we know that the pride and care the DVSA team takes in its work brought about last year바카라 사이트檚 successes. We바카라 사이트檒l continue to focus on creating an even better place to work, making everyone feel valued, motivated and as proud as we are to be part of DVSA.
Gareth Llewellyn, Chief Executive Officer
Bridget Rosewell, Non-executive Chair
Helping you through a lifetime of safe driving
Our stories
We바카라 사이트檝e halved the car test waiting time
Amjad Ali, Driving Examiner:
Reducing waiting times for the car practical test was a priority for us this year. In June 2016 the average waiting time was 11.9 weeks, but by February 2017 we바카라 사이트檇 brought it down to 6 weeks. We recruited 350 new driving examiners and put them in the test centres where they were most needed.
Working in a busy test centre with demand for test growing, I was happy to work evenings, weekends and bank holidays to help bring waiting times down. In fact 60 examiners, including me, volunteered to carry out driving tests on Boxing Day to deliver a service to our customers. This is typical of the spirit of driving examiners and I바카라 사이트檇 happily do it again.
We바카라 사이트檝e sold over 1 million theory test apps
Sarah Scott, Deputy Head of Publishing:
We developed our app to help people to learn and understand driving theory, and this year we sold our millionth download! The app바카라 사이트檚 available in iOS and Android and is consistently at the top of the charts, with some cracking reviews. We designed it for learners to study each topic, practise answering questions and then finally take a mock test; a process which helps embed the knowledge they need for a lifetime of safe driving.
We바카라 사이트檝e made a difference to the transport industry
Ian Gainford, LGV team:
We trained new examiners and put all qualified examiners in the right places at the right times to bring down the LGV test waiting time. It dropped from a national average of 6.4 weeks to less than 3 weeks. This meant that haulage companies were able to get drivers out and earning more quickly.
We바카라 사이트檝e been working with the motorcycle industry to improve training
Rider Policy team
The rider policy team, Mark Winn, Chris Parr and Chris Howes:
We바카라 사이트檝e introduced new ways to improve the quality of motorcycle training. For example, we introduced unannounced visits to motorcycle trainers, to clamp down on poor training. We바카라 사이트檝e also updated the trainer standards check to bring them in line with the check for approved driving instructors. And we바카라 사이트檙e encouraging trainers to introduce training which is focused on the learner바카라 사이트檚 needs.
Our customers say바카라 사이트�
Keith Metcalfe, approved driving instructor, Rochdale:
Two years ago at my local centre the waiting time for a test was 16 weeks. This had a terrible effect on my students who바카라 사이트檇 failed. They had to pay for many more lessons until the next slot came around, or ended up going out with their mum or dad, instead of getting proper driving lessons.
I was really impressed with the flexibility DVSA showed last year to meet demand. They took on new examiners and introduced extra test slots, which meant that my students could get a new test date so much more quickly.
Mark Cowan, Wear Mini Mix Ltd and Oracle Training Solutions Ltd:
DVSA바카라 사이트檚 efforts to bring down LGV waiting times helped our business and meant we were able to get our drivers on the road more quickly to start earning. We got 17 drivers through the Driving Academy and they earned around 拢1,500 each in that additional time. That바카라 사이트檚 a total of 拢25,500.
App Store review:
My driving instructor recommended the DVSA theory test app to 바카라 사이트榳alk me through my theory test바카라 사이트�바카라 사이트� and it literally did! I바카라 사이트檝e been recommending it to all my friends who바카라 사이트檝e been learning to drive, and it바카라 사이트檚 done the same for them. Brilliant. It바카라 사이트檚 a better price than buying hard copies of the books, and more handy, as it also includes hazard awareness videos! Absolutely brilliant, I very highly recommend this!
Looking ahead
Changes to the car driving test
We바카라 사이트檙e bringing in changes to the driving test on 4 December 2017. They include increasing the independent driving part of the test from 10 to 20 minutes, and asking most candidates to follow directions from a sat nav.
In last year바카라 사이트檚 consultation people widely agreed that the new elements would be more representative of what a new driver will be doing in their everyday driving. Using a sat nav during the independent driving section will encourage a wider range of training. And it바카라 사이트檒l also prepare new drivers to drive safely on rural roads and to manage distractions.
Better information to choose a driving instructor
We바카라 사이트檙e improving the information on 바카라 사이트 to help you make better choices when trying to find an approved driving instructor (ADI). There바카라 사이트檒l be links to ADIs바카라 사이트� websites or Facebook pages, so you can read all about them and their service.
You바카라 사이트檒l also be able to filter search results for ADIs in your area to see what DVSA standard they바카라 사이트檝e reached, and whether they바카라 사이트檙e involved in continuing professional development.
ADI qualification and quality assurance
We바카라 사이트檙e modernising the ADI qualification process. There are currently 3 parts to the process, and part 3 tests an instructor바카라 사이트檚 ability to give instruction. We바카라 사이트檒l be replacing this with a standards check - this is the check that all qualified ADIs undergo every 4 years. We바카라 사이트檒l also make sure that ADIs are tested on the new car practical test, so they바카라 사이트檙e able to provide the best level of instruction to the people they바카라 사이트檒l be teaching.
For qualified ADIs we바카라 사이트檒l increase the overall number of standards checks we carry out, targeting poor performance and those ADIs who haven바카라 사이트檛 yet undergone a new standards check.
Better communications with drivers
We want to give drivers at all stages of their driving career better support, so we바카라 사이트檙e improving the way we communicate with them. Whether they바카라 사이트檙e learning to drive, have just passed their test, or are more experienced, we바카라 사이트檒l be sending targeted messages via email and social media to give them the advice they need. And, rather than just tell them what they should and shouldn바카라 사이트檛 do, we바카라 사이트檒l first try to understand the driver바카라 사이트檚 motivations and needs in a given situation.
Helping you keep your vehicle safe to drive
Our stories
We바카라 사이트檝e improved the MOT testing service
Danny Charles, MOT team
Danny Charles, MOT team:
Since the introduction of the new MOT testing service we바카라 사이트檝e made 25 improvements. One of the main ones was to add technical information for vehicles so that testers can test them safely and correctly. We바카라 사이트檝e also made it easier for testers to find and add defects they바카라 사이트檝e identified on a vehicle. They바카라 사이트檒l also be able to remove defects when they바카라 사이트檙e carrying out a retest.
The technology we used supports a dynamic and changing service, and has been described by Cabinet Office바카라 사이트檚 바카라 사이트 Digital Service as 바카라 사이트榦ne of the best IT projects in government바카라 사이트�.
We바카라 사이트檝e set the syllabus to train MOT testers
Michala Reith, MOT team:
We바카라 사이트檝e introduced new ways of training and assessing MOT testers. They now have to complete 3 hours of training per year and pass an assessment to be able to continue testing. The new qualification, as well as the annual training and assessment, will continue to build on the professional reputation of the MOT industry. It바카라 사이트檒l also help us to regularly assess the standard of the industry and quickly address any problems that arise.
By March 2017 around 64,000 MOT testers had completed their annual assessment.
We created a trailer safety campaign
Richard Northern, Content Design Manager:
In 2014 3-year-old Freddie Hussey was tragically killed by a trailer that had become detached from a passing vehicle. Last year we began working with Freddie바카라 사이트檚 parents, Donna and Scott, on a campaign to highlight the importance of carrying out basic safety checks before towing a trailer.
We updated our content on 바카라 사이트, linking to a new YouTube video showing the trailer checks. The campaign reached over 94,000 people on social media and the video was viewed over 41,000 times. The video was also featured on broadcast news and in the press.
We exceeded our vocational vehicle testing target
Jasvinder Sagoo, Network Business Manager:
We continued with the rollout of our Next Generation Testing programme of work during 2016 to 2017.
Even with an increase of 10% in Authorised Testing Facility bookings from 2015 to 2016, we managed to exceed our target of honouring confirmed reservations. We achieved an impressive 99.62%, and this was down to the huge effort from all of our staff - not only in the vehicle testing team, but also from other members of staff who were involved in recruiting and training additional vehicle testers.
Our customers say바카라 사이트�
Donna Hussey:
I바카라 사이트檝e had lots of positive feedback on the 바카라 사이트楾ow Safe for Freddie바카라 사이트� campaign. I spoke to ITV West tonight and the National Press Association phoned today for a quote, so it바카라 사이트檚 all been manic. Thank you for listening to us and making this happen.
From the Authorised testing facility relationship survey, 2017:
The DVSA has changed over the last few years and their approach is more customer-focused. I believe it바카라 사이트檚 more like partnership working now.
From the MOT customer relationship study 201, about of the new MOT testing service:
Massive improvements over the first system and much easier to use.
This system is easier to use compared to the old system, much better and faster.
Looking ahead
MOT test reminders and history service
We바카라 사이트檙e developing an MOT reminder service to nudge vehicle owners to take their vehicle in for testing on time. Motorists will be able to sign up to receive email alerts, which we바카라 사이트檒l send 4 weeks before their MOT test is due, then 2 weeks before. We바카라 사이트檒l run a consumer campaign when the service is ready to launch. This바카라 사이트檒l contribute to making sure all vehicles are safe and legal to drive.
We바카라 사이트檒l also run a campaign to promote our 바카라 사이트楥heck the MOT history of a vehicle바카라 사이트� service. It allows people who are thinking of buying a used car to see its MOT history, giving them an idea of what it바카라 사이트檚 failed on and how well the car바카라 사이트檚 been maintained.
Modernising the commercial vehicle service
We바카라 사이트檙e going to look at using new technology to provide streamlined processes for our commercial vehicle testing service. We want to improve our testers바카라 사이트� access to vehicle information at the time of testing, and capture and produce test results digitally. We also aim to improve the service to our customers by simplifying the current payment process, making it easier for them to make payments and view their account in real time.
Better guidance on keeping vehicles safe
We바카라 사이트檒l publish improved guidance for vehicle operators and transport managers about the systems and processes they need to have in place to keep their commercial vehicles safe to drive.
We바카라 사이트檒l also make better guidance available for drivers of heavy goods vehicles and public service vehicles on what they should look out for on daily walkaround checks. This바카라 사이트檒l include new videos showing drivers how to do the checks.
Helping people to tow safely
This summer we바카라 사이트檒l be launching phase 2 of the 바카라 사이트楾ow Safe for Freddie바카라 사이트� campaign. We know that this is a time when many people will be hiring a trailer for the first time 바카라 사이트� for example, to go camping or to transport bikes 바카라 사이트� so we바카라 사이트檒l give them the information they need to tow safely. Through social media we바카라 사이트檒l be directing people to our video, which explains the 4 basic checks they need to make. The campaign will be supported by the National Trailer and Towing Association and other motoring organisations. Follow the campaign at #TowSafeForFreddie.
Protecting you from unsafe drivers and vehicles
Our stories
We바카라 사이트檝e dealt with unsafe drivers
Emma-Jane Morris, Traffic Examiner:
I바카라 사이트檒l give you a couple of examples of what we found on the road last year. We stopped one lorry driver who바카라 사이트檇 driven from Spain with an oven on his dashboard! We gave him a fixed penalty for having a restricted view of the road, but then we found that his vehicle and trailer were overloaded so his vehicle was immobilised.
We also stopped a pair of drivers who바카라 사이트檇 driven one lorry for 29 hours and 40 minutes without taking any rest. They were absolutely exhausted. This is as dangerous as drink driving, so we made these guys take a 9 hour break. Then we fined them 拢980 each.
We바카라 사이트檝e tackled MOT fraud
Helen Jacquest, MOT team
Helen Jacquest, MOT team:
Last year we investigated 511 garages and 483 testers. As a result, we stopped 45 garages and 111 testers from testing. In some of these cases there were administrative errors, but the more serious cases involved testers who바카라 사이트檇 issued MOT certificates without actually testing the vehicle. In the most severe cases we took the testers to court, and some received prison sentences.
We gave evidence to convict 2 hauliers of gross negligence manslaughter
Gary Ford, Vehicle Examiner:
In 2015 a truck with faulty brakes careered down a hill, tragically killing 4 people in Bath. One of the victims was a 4-year-old girl. I gave evidence on behalf of DVSA at the trial at Bristol Crown Court in 2016.
The owner of Grittenham Haulage and his mechanic were each convicted of 4 counts of gross negligence manslaughter. They were jailed for 7 and a half years, and 5 years and 3 months.
Another haulier, who was linked to Grittenham, also lost his operator바카라 사이트檚 licence after DVSA gave evidence showing that his business didn바카라 사이트檛 meet driver and vehicle safety regulations.
We바카라 사이트檝e tackled Bluetooth fraud
Mark Dunnery, Fraud and Investigations team:
Last year, following my team바카라 사이트檚 investigation, West Mercia Police arrested a man for 11 counts of Bluetooth fraud in the theory test. He was sentenced to 32 months in prison.
It바카라 사이트檚 not common, but Bluetooth fraud involves the theory test candidate wearing a hidden device, linked to a mobile phone. They can then listen to someone (like the man who바카라 사이트檚 been convicted) outside, giving them the answers to the questions. If you can바카라 사이트檛 answer the theory test questions yourself, then you바카라 사이트檙e not safe to be on the road, and we take this very seriously. This guy바카라 사이트檚 sentence sends a clear message that we바카라 사이트檒l do everything we can to bring fraudsters to justice.
Our customers say바카라 사이트�
Guardians of the road
Following a visit to one of our enforcement sites, one MP wrote:
I바카라 사이트檓 really grateful that the guardians of our roads - the staff of the DVSA - are there, potentially keeping all of us that bit safer.
Bravery award
Paul Harding and Neil Whitehouse
Two of our enforcement officers were commended by police for their bravery and quick-thinking in 2 incidents on the M6. Neil Whitehouse helped to prevent a suicide attempt by a teenager in Staffordshire, and Paul Harding helped police to catch a suspect who바카라 사이트檇 been running from the police on the motorway.
Head of the Central Motorway Policing Group, Superintendent Dean Hatton, said:
Neil and Paul went above and beyond their duties to help save lives. They바카라 사이트檙e a credit to DVSA and I바카라 사이트檇 like to commend them for their brave actions.
Looking ahead
바카라 사이트楨arned recognition바카라 사이트� pilot scheme
We바카라 사이트檒l be working with commercial vehicle operators on a live pilot scheme for 바카라 사이트榚arned recognition바카라 사이트�. It바카라 사이트檚 been designed so that haulage and bus companies can share information with us, demonstrating their high levels of safety compliance. We바카라 사이트檒l then carry out fewer compliance checks on their vehicles. This바카라 사이트檒l allow us to concentrate more of our resources on tackling rogue operators who intentionally break the law.
HGV emissions enforcement
In August 2017 we바카라 사이트檒l start to carry out roadside checks which target lorry drivers and operators who cheat on vehicle emissions. The crackdown is based on evidence that some drivers and operators are using cheat devices to cut the cost of operating. This enforcement will help make vehicles safer by cutting the amount of harmful pollutants they produce.
Using intelligence to take law-breakers off the road
We바카라 사이트檒l continue to use intelligence and disruptive operations to target fraudsters and other law-breakers. Our 3 units - intelligence, criminal analysis and strategic traffic management - will identify high-risk vehicle operators and MOT garages, and illegal driving instructors.
The information our units gather will tell us what illegal activity is occurring, and where we need to target our enforcement to take non-compliant individuals and operators off the road.
Market surveillance
Our market surveillance unit (MSU) was set up to check that vehicles comply with the standards they were approved to at the time of manufacture. We test cars, vans, trucks and buses for emissions 바카라 사이트� making sure they comply with laboratory limits.
From September 2017 new standards will be introduced and vehicles will also have to pass 바카라 사이트榬eal driving바카라 사이트� emissions tests on the road, as well as in the laboratory. Our MSU will carry out this testing on vehicles entering the market, to check compliance with the new standards.
DVSA: a great place to work
Here at DVSA we have some very talented and dedicated people, who all contribute to the agency바카라 사이트檚 success. In this section you바카라 사이트檒l read about some of the things we바카라 사이트檝e been doing for our people, making DVSA a great place to work.
We바카라 사이트檙e focused on making sure that colleagues have exactly what they need to do their job and to feel valued whilst they do it. The basics include giving them the right equipment 바카라 사이트� from their IT to their vehicles 바카라 사이트� and making sure the buildings and bases they use have the best facilities. It바카라 사이트檚 essential that our people feel engaged and supported, so we바카라 사이트檙e also working hard on the best ways to communicate with, recruit, train and develop our staff.
We바카라 사이트檙e making DVSA an even better place to work.
Our stories
We have an award-winning apprentice
Emily Thompson:
Since September 2016 DVSA has recruited more than 40 apprentices. I바카라 사이트檓 one of them, and I joined the contract management team in Bristol last year after finishing sixth form. I couldn바카라 사이트檛 have asked for a nicer group of people to start my career with.
DVSA fully supports its apprentices; we바카라 사이트檙e encouraged to meet each other regularly and we get lots of opportunities to learn more about the business.
To top it all, I won a Department for Transport Special Recognition Award for my hard work and performance!
We have a graduate recruitment scheme
Dave Aaron, digital graduate programme:
I graduated in computer science 10 years ago, then took a job in HR. I always wanted to get back into IT, so when the opportunity to join the Digital Graduate Scheme came along, I grabbed it. I was fortunate enough to be selected and, since then, I바카라 사이트檝e been undergoing intensive training. Now an exciting career is opening up for me in something I really love!
The scheme also has huge benefits for the business. We바카라 사이트檝e increased our internal digital capability and reduced our reliance on external contractors. We바카라 사이트檝e started work on improving the systems used for MOT testing, helping keep vehicles safe to drive.
We promote diversity and inclusion
Nadeem Aziz, Business Change Manager:
I was nominated for the Championing Minority Ethnic People Award at the Civil Service diversity and inclusion awards. This was for my work as chair of DVSA바카라 사이트檚 black and minority ethnic (BME) staff network group, embRACE. The nomination was a huge personal honour, but it also reflected the work of the group. Together, we support DVSA바카라 사이트檚 commitment to removing barriers, and improving the working experience of our BME colleagues.
We have 5 staff network groups (SNGs)
Brian Faulkner, Chair of Pride:
Our SNGs include employees who understand the challenges that staff with certain characteristics can face. They help DVSA become a more inclusive employer. The SNGs are for lesbian, gay, bisexual and transgender (LGBT) people, black and minority ethnic colleagues, women, disabled members of staff, and those with caring responsibilities.
In February our LGBT group, Pride, led in celebrating LGBT history month with blog posts, videos and drop-ins, highlighting what it means to be an LGBT member of staff. This is important as we don바카라 사이트檛 want to live double lives or pretend to be something we바카라 사이트檙e not. We can actually come to work and be ourselves.
We바카라 사이트檝e improved IT for staff
Richard Sims, Platform Engineer:
We provided the technology our frontline staff need to deliver services to our customers, and contribute to improved road safety. This included enhanced wifi connectivity and software to improve vehicle checks. We also upgraded our computers and improved mobile connectivity in our admin sites and migrated to a single email, calendar and instant messaging cloud service. Staff can use this remotely, enabling flexible, collaborative working.
We바카라 사이트檝e improved our buildings
Nicola Stokoe, Estate Manager
Nicola Stokoe, Estate Manager:
We바카라 사이트檝e improved our enforcement estate by developing High Risk Traffic Initiative sites (HRTIs). These sites target lorries entering and leaving the country, and international freight transport companies.
The HRTIs have large inspection areas and the latest technology and facilities. These allow examiners to check high volumes and conduct mechanical examinations they wouldn바카라 사이트檛 be able to do at the roadside.
There are HRTI sites at Glenluce, Ashford, Chilcomb and Elmswell, with more planned.
We바카라 사이트檙e giving our staff what they need
John Allen, Driving Examiner:
The procurement and contract management team work closely with staff to get a clear understanding of the goods and services they need to do their job.
To find out exactly what we bike examiners need, the procurement team asked us to complete an online survey. We shared our views on the bikes we currently use, and others as possible options for the future.
Mine was one of many responses and I was impressed with the choice of different styles and sizes of motorbike from a range of manufacturers. This was a good, forward-thinking piece of work from the DVSA; my colleagues and I are looking forward to riding our new machines.
We바카라 사이트檙e in the media
Lesley Young, Chief Driving Examiner:
We take great pride in our work, and it바카라 사이트檚 really encouraging and important to us when the media take a positive interest. There was lots of media interest when we announced the changes to the driving test.
Driving examiner, Graham O바카라 사이트� Brien, appeared on Radio 5 Live to put one of the presenters through a 바카라 사이트榥ew바카라 사이트� test at Cheetham Hill test centre. We also featured on Gogglebox, Sky News, numerous local radio stations and the One Show. And I told viewers about the changes from the BBC Breakfast sofa!
Looking ahead
Improving our workplaces
We바카라 사이트檙e starting a national programme to improve the working environment for our frontline staff. The programme will include maintenance, repairs and new building work to give everyone a decent place to work. This summer we바카라 사이트檝e completed work on a new office and canopy at Leatherhead, and further improvement schemes for enforcement are in the pipeline.
Tackling discrimination, bullying and harassment
Discrimination, bullying and harassment aren바카라 사이트檛 welcome at DVSA and we바카라 사이트檙e working to stop these behaviours. We바카라 사이트檝e asked staff how we can tackle this and have been working with the trade unions and staff network groups to bring in a number of initiatives.
By the autumn we바카라 사이트檒l have a team of mediators to help staff work through difficulties and disputes they experience at work. And, by the end of the year, we바카라 사이트檒l have a team of investigators who바카라 사이트檒l deal with all discrimination, bullying and harassment grievances.
On top of this, we바카라 사이트檙e also rolling out 바카라 사이트榣eading inclusive teams바카라 사이트� training for all managers, and training for everyone on 바카라 사이트榖uilding respect in the workplace바카라 사이트�.
Training our staff
This year we바카라 사이트檒l be running a pilot management training programme for staff across a range of grades. Their development will cover various skills, such as objective setting and building effective teams. When the programme바카라 사이트檚 been evaluated we hope to make it available for all members of staff who are, or want to become, managers.
We바카라 사이트檒l also train our driving examiners to meet the terms of the EU 3rd directive legislative requirement to have mandatory driver training. It바카라 사이트檚 a 5 day course where driving examiners will learn about the new driving test, and be able to test the latest gadgets such as driving cars fitted with park assist and assisted braking.
Recruitment
In the autumn we바카라 사이트檒l bring in changes to help make recruitment easier and reduce the time it takes. For example, we바카라 사이트檒l be moving towards a process that gives us the opportunity to consider candidates바카라 사이트� strengths in situations that are relevant to the post. We바카라 사이트檒l also give our people more support in recruiting their staff.
Recruiting frontline staff will continue to be a top priority, and we바카라 사이트檒l evaluate and develop our recruitment to make sure we have the right people in place to deliver our 5 year strategy. And we바카라 사이트檒l attend recruitment events and improve the information we give in our job adverts, to attract people from a wide range of backgrounds and with a wide range of experiences.
Giving our frontline staff the digital kit they need
Over the coming months we바카라 사이트檒l be providing our enforcement staff with smartphones. This바카라 사이트檒l make working remotely easier as they바카라 사이트檒l have access to more information, like technical guidance and email. They바카라 사이트檒l also be able to use the phones to record evidence.
And we바카라 사이트檙e developing an app to support enforcement staff in their work. Its functions will include a search facility to access our vehicle databases, and one to check if commercial vehicles have the correct tread patterns on their tyres.
Apprenticeships
We바카라 사이트檒l be working with the Department for Transport and other agencies to improve and grow all of our apprenticeship schemes. And DVSA will be taking on apprentices from the Vehicle Certification Agency.
We already have over 40 apprentices, who represent about 1% of our workforce. In the longer term, we aim for apprentices to represent 2.2% of our workforce by 2020, contributing to the Department for Transport바카라 사이트檚 aim of employing 20,000 apprentices across the travel sector.
Our income and costs
In the financial year 2016 to 2017 we made a surplus of 拢30.7 million which we바카라 사이트檒l invest to improve our services by:
- improving mobile technology for our frontline staff
- developing our MOT service
- modernising some of our buildings
- investing in our enforcement activities to concentrate on those operators whose vehicles and practises compromise road safety
Income
Income: 拢393.5 million
| Area | Income |
|---|---|
| Driver services | 拢207.4 million |
| Vehicle services | 拢107.2 million |
| MOT services | 拢61.3 million |
| Licensing services | 拢13.3 million |
| Other services | 拢4.3 million |
Costs
Costs: 拢362.8 million
| Area | Costs |
|---|---|
| Staff costs | 拢177.5 million |
| Other operating costs | 拢147.7 million |
| Asset disposal | 拢24 million |
| Net finance costs | 拢7.3 million |
| Dividend payable to DfT | 拢6.3 million |
Our people
We have around 4,600 members of staff. The majority work on the frontline, in operational roles like driving examiner, vehicle examiner and enforcement officer. The rest work in dozens of supporting roles, and everyone contributes to making Britain바카라 사이트檚 roads safer.
We바카라 사이트檙e listening
By listening to our customers and putting things right quickly, we managed to reduce the overall number of complaints by 26% compared with 2015 to 2016. Our call centre staff in Newcastle and Swansea received some great feedback, which shows how their dedication contributed to this massive improvement.
Here바카라 사이트檚 just one comment, from Chris in London:
A customer of mine had many problems, but the team have been fantastic and very professional. A special thank you to Ian & Isabelle on the call centre team for getting him his test today.
We listen to what our customers and stakeholders have to say about DVSA services at regular face to face industry meetings and events. And last year we conducted customer insight studies with motorcycle candidates and trainers, MOT service users and users of our ATFs. We바카라 사이트檒l use the information they gave us to improve our services and help you stay safe on Britain바카라 사이트檚 roads.
We respond to your feedback about our 바카라 사이트 pages too. We look at your comments, where you click and what you search for to improve our content. We make things easier to find and give you the information you바카라 사이트檝e asked for. For example, last year we updated all the information about the theory and practical driving tests.
We바카라 사이트檙e also listening to you through our social media channels. You can tell us what you바카라 사이트檙e thinking on Twitter and Facebook and one of our team will get back to you. Join us on: or . Or, if you have a question and can바카라 사이트檛 find the answer on 바카라 사이트, tweet .