DVLA Achieves World-First 5-Star Service Desk Certification as Leading Government Organisation

The DVLA’s Service Desk team plays a crucial role in offering front-line support to colleagues throughout the agency. By equipping staff with the necessary tools and services, the team ensures that employees can perform their roles effectively while also serving as a vital link to broader IT service management.

Recognition for Service Excellence

Achieving SDI’s World Class status signifies an internationally recognised standard of best practice in Service Desk operations. This accolade acknowledges organisations that have successfully integrated service excellence into their organisational culture. It highlights leadership that promotes continuous improvement, empowers personnel to innovate, transforms customers into advocates, and acknowledges service management as a key factor in organisational success.

With this achievement, DVLA stands out as the first and only government body among the seven organisations worldwide that have secured a prestigious 5-star certification, positioning it alongside leading entities in the private sector.

Statements from Leadership

Tim Moss CBE, Chief Executive of DVLA, remarked on this significant accomplishment, stating, “This is a truly outstanding achievement and a testament to the dedication and professionalism of everyone in our Service Desk team. Being recognised as a World Class service desk, and the first government organisation in the world to reach this standard, reflects our ongoing commitment to supporting our colleagues across DVLA, ensuring they have what they need to continue delivering excellent services for our customers.”

Paul Rodrigues, SDI’s Chair and Chief Executive, also commented on the milestone, saying, “The DVLA Service Desk has demonstrated that public sector organisations can set standards that others aspire to achieve. This accreditation challenges outdated perceptions of government services and establishes a new benchmark for operational excellence across the public sector, both within the United Kingdom and internationally.”

Commitment to Continuous Improvement

The DVLA Service Desk has not only joined the ranks of World Class organisations but has also redefined the expectations for what World Class service should entail within the government sector. The 5-star World Class certification enhances DVLA’s broader commitment to ongoing improvement and digital transformation.

To maintain this esteemed standard, the agency will collaborate closely with the SDI, ensuring that its Service Desk remains a leader in excellence. This partnership is crucial for delivering reliable and high-quality services to the millions of customers and organisations that depend on the DVLA annually.

Contact Information

For press inquiries, the DVLA Press Office is located at:

DVLA Press Office
Longview Road
Morriston
Swansea SA6 7JL

Email: press.office@dvla.gov.uk

For media use only: 0300 123 2407