DVLA awards contract to transform contact centre operations

The Driver and Vehicle Licensing Agency (DVLA) has announced that it is partnering with British company Wavenet in a five year contract to transform its contact centre.

Following contract award, Wavenet has been working closely with DVLA to further understand their vision and ultimately support their digital transformation journey over the next five years beginning with the Cloud Contact Centre deployment. The new Contact Centre technology is being built to reflect DVLA’s vision for exceptional customer experience, providing a cloud-based platform with workforce optimisation, unified communications and full PCI-DSS compliance for secure payment processing.

“From a customer perspective, this technology will deliver a greater choice around how and when customers contact us. A suite of analytical tools will allow us to effectively measure and continuously improve the service we provide and ensure we are meeting customer needs,” said Rob Holohan, Contact Centre Product Owner at DVLA. “This gives us a great opportunity to deliver modern customer service tooling for our staff – and by providing a greater understanding of the customer journey it allows us to offer a more personalised and efficient customer experience. The new solution will allow us to revamp our IVRs, automate some of the simpler enquires that we receive and provide 24/7 support to our customers.”

DVLA currently responds to over 18 million phone calls and 600,000 emails and web chats each year.

Natural Language IVRs and the Customer Knowledge System will support the teams through times of peak demand, empowering agents to handle interactions faster with vastly increased rates of First Contact Resolution by actively presenting relevant information to agents. DVLA will also be provided with IVR Bots offering self-service options to automate many transactional inquiries and qualify complex queries to lower agent handling time.

“This solution will integrate with our existing web channels and new telephony services. It will provide increased opportunities for our customers to use self-service and automation, as well as providing our staff with enhanced and improved communications tooling,” said Justin Griffiths, Project Manager at DVLA, referring to the cloud-based contact centre solution being provided by Content Guru, a partner of Wavenet.

This work will be delivered through the Telephony and Communications Technology Project, which sits under the Employee Experience Programme. The requirement was tendered through the Crown Commercial Service RM3808 framework.