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.
Documents
Details
The annual report and accounts sets out the agency鈥檚 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
DVLA鈥檚 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 鈥榖est practice鈥�.
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
DVLA鈥檚 contact centre was awarded 鈥楤est Overall Contact Centre of the Year鈥� by the Customer Contact Association (CCA). Our contact centre also won the award for the 鈥楳ost Effective Training Programme鈥� category. Two ticks - DVLA has been re-accredited with the Two Ticks 鈥楶ositive about Disabled People鈥� symbol in recognition of its actions to support disabled people in the agency.
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