DVLA Partners with CCA to Deliver Excellent Service to Road Users

GLASGOW, Scotland--(BUSINESS WIRE)-- DVLA, which is responsible for keeping Britain’s road users safe and collecting £6 billion revenue annually, is celebrating a successful partnership with Customer Contact Association (CCA) and the start of National Customer Service Week by hosting a major debate on the future of customer service.

DVLA, which has successfully achieved CCA Global Standard© accreditation for the fifth consecutive year, will share its experiences of delivering excellent customer service with more than 80 senior customer service executives at its Swansea headquarters on Tuesday, 2nd October 2012.

The organisation, which has a long-standing relationship with CCA (the leading independent authority on customer contact) handles 200 million customer interactions per year and is in the midst of a major transformation programme to deliver operational efficiencies and cost savings.

DVLA is recognised within the public sector as a leader in providing secure electronic and telephone service channels to customers - an activity covered in-depth within the new CCA Global Standard© V5 modules.

DVLA, which maintains over 44 million current driver records and 36 million current vehicle records, is committed to delivering best in class service for citizens and is committed to maintaining CCA Global Standard© accreditation as part of its continual improvement programme.

DVLA also accredited its training programme through CCA demonstrating a commitment to developing staff to their full potential and equipping them with the skills needed to deliver consistently high service. CCA accreditation ensures DVLA’s training programmes are fit for purpose and recognises employees who successfully complete training courses.

CCA has provided training accreditation for over 10 years, a service which has helped a wide number of public and private sector organisations to ensure their staff meet the highest training standards.

Anne Marie Forsyth, Chief Executive, CCA said, “We are absolutely thrilled to be hosting this event along with DVLA showcasing true customer service excellence. DVLA is leading the field in developing new service models and in consistently meeting high service standards. CCA is working with global experts on creating a new blueprint for the future of customer service and this event will provide valuable input to our ground-breaking work.”

DVLA has been committed to putting the citizen at the heart of their service offering and using CCA Global Standard and Training Accreditation has clearly supported them on their journey.”

Simon Tse, Chief Executive, DVLA said, “We are delighted to welcome CCA and so many other esteemed customer service executives to DVLA. We are extremely proud of our contact centre and we’re looking forward to sharing our experiences with our guests.”


About CCA

CCA is the leading independent authority on customer contact. Almost 900 organisations currently subscribe to CCA membership services. This equates to a network of over 5,000 senior practitioners, employing between 35%-45% of the contact centre population in the UK.

CCA Global Standard© has a proven track record of being an effective solution to real challenges concerning customer experience and offers valuable assistance in a timely and cost efficient way.

For further information visit www.cca-global.com

Pauline Cochrane
Tel: + 00 44 (0)141 564 9010
Email: pauline.cochrane@cca-global.com

Source: Customer Contact Association (CCA)