UK Driver and Vehicle Licensing Agency drives IT, cultural and organisational changes

With a countrywide modernization agenda, rising customer expectations and potential commercial competition, DVLA realised it needed help in transforming from a process-focused to a citizen-focused business.

The agency is under pressure from numerous business drivers: the UK Government's modernisation agenda; rising customer expectations; European integration; potential commercial competition. DVLA also recognises that consolidating and delivering IT services across the agency requires the development of a business culture that encourages innovation and team working, which requires putting in place the systems and structures to facilitate both.

IBM Business Consulting Services is addressing DVLA's needs with the formation of a 10-year business transformation partnership, bringing IBM and DVLA employees together within a single team.

DVLA chose to work with the IBM team because it understood and could embrace DVLA's Executive Board's challenging objectives and the industry environment in which they will be achieved. These objectives describe a vision of the future in which integrated business and IT transformation create a new agency that combines world class IT service with an innovative customer-focused culture.

The program will deliver the strategy, systems and culture the agency needs to respond to changes in its environment. The new vision will enable DVLA to achieve and move beyond e-government targets and address the more complex pressures of the on demand era.

DVLA will become more responsive to changing policy, stakeholder and customer needs. It will deliver better value to customers by focusing on its own strategic initiatives, while working with private sector businesses to share the risk of developing new offerings and to leverage best practice.