Monthly Archives: July 2015

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John Hewson – Managing Common Services

DVLA Service managers have to be experienced leaders, accountable for the quality and usage of their services and actively network with other service managers inside and outside the agency. Our service managers also have to be credible, passionate about agile working and have the knowledge to make some really important decisions.

This is the last in a series of interviews with DVLA’s Service managers. John Hewson, DVLA’s Common Services managers tells us about his role…

John Hewson

Can you tell us about your responsibilities John?

It’s my responsibility to ensure the universal key building blocks for all our services are in place to meet our customer and staff needs. This makes it easier, quicker and cheaper for my fellow service managers to introduce new and improved services. These key elements aren’t always at the forefront of people’s minds but they are critical to the overall success.

Payment services (which allows DVLA to accept payments by different methods eg credit card, direct debit, cheque) is a great example of something used across most of our services and we couldn’t do without. What I don’t want is each service having a different payment process.

My team is currently working to implement the GOV.UK Verify service into our recently launched View Driver Licence service. This is a good example of a common service across the whole of government and we’ll continue to work with Government Digital Services to see how many other common services can be delivered effectively across departments for everyone’s benefit.

How has the service manager structure at DVLA changed the way you and DVLA work?

We’ve made some great steps forward in setting up the service management structure. It has clarified responsibilities – between what service managers want to change and what we want to achieve. Any change is then assigned to the project teams.

Service managers have clear objectives and a responsibility for improving services in several areas. This includes increasing digital take up, improving customer satisfaction, and reducing costs. It has allowed us to create the teams and to restructure – this allows us to focus and drive these changes forward.

How is your team structured?

I have a small core team of service designers responsible for a specific area and topic. When anything needs changing they’re responsible for drawing in the right team of people from across the agency to make it happen.

How will you ensure stakeholders and commercial customers are kept up to speed with everything? 

One of the strengths of the new service management structure is the appointment of a corporate service manager in Hugh Evans.  Dudley Ashford, Rohan Gye and I will work closely with Hugh and DVLA’s communications team to ensure we both understand our customers’ needs and keep them fully informed. For major changes we’ll assign a specific communications expert to ensure we’ve robust and effective updates and information available for anyone who would benefit from it.

What are the biggest challenges of your role?

Trying to prioritise what my colleagues and I would like to deliver. There’s a lot we’d like to achieve and our customers want to see so many of our services getting better. With only a limited amount of money and resource we’ve got to make priorities.

What are your priorities in short/medium term?

I’ve 2 main priorities for common services. To ensure I’ve provided the right building blocks to help my fellow service managers deliver their planned changes –  with the least amount of change resource. I also want to ensure staff in the agency have the right tools and equipment to provide the best service we can to our customers.

What have you got on the horizon?

We’ve got several significant changes to payment process over the next 9 months including moving our online payment to a new provider and providing new online services a simple to use payment process. Our internal point of sale till system is being replaced with a much simpler PC based system and is being developed in house.

As I mentioned earlier we’ll also be implementing GOV.UK verify into the View Driver Licence service.

What’s your long term goal?

I want to get the agency to a position where everyone who is able to transact digitally can do so really easily without having to contact DVLA. Wouldn’t it be great for things to just work right the first time! I want our customers to go though their whole motoring life without having to ring DVLA or post anything to us. For those that don’t want to transact with us digitally I want to provide one simple alternative channel that meets their needs.

Source: DVLA Blog News

Dvla Contact Number Call 0843 515 8104

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Share Driving Licence – Changes to the check code

In May, we blogged about our new Share Driving Licence service, which puts British driving licence holders firmly in control of who they share their most up to date driving licence information with.

The service allows users to generate a check code  which they can share  with a third party in order to prove their entitlement to drive – for example in response to a request from their employer, or when hiring a vehicle.

Since the abolition of the counterpart on 8 June 2015, the service has been in public beta. This means it is fully functioning and being used by the public whilst still being tested.  The service is proving really popular – it’s been used over 1.4 million times since 8 June and currently has a customer satisfaction rating of 87.2%.

The beauty of beta testing is that we continually monitor the service and customer feedback to see if we can improve the service for the end user.

Some of the feedback we’ve had so far highlights that, for some, the 72 hours validity period when you generate a check code is not long enough. It’s clear that some users want the check code to last longer – particularly those who need it when they are travelling.

So we’ve listened.

Starting from today (10 July 2015), we’ve extended the validity period to 21 days.  Car hire companies or employers will still need the last eight digits of the driver’s licence number to redeem the code. Of course, it can be cancelled at any time, putting the user in control of when their record can be accessed and by whom.

Our plan is to review this in three months once we’ve had sufficient further feedback from users and industry.

Source: DVLA Blog News

Dvla Contact Number Call 0843 515 8104

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News story: Driving licence check code extended from 72 hours to 21 days

On 8 June 2015 the paper counterpart to the British driving licence was abolished making way for an online system changing the way motorists share their details with employers and car hire companies.

To share their details motorists must generate a code, which can then be redeemed just once by the third party. From today (10 July 2015) the check code generated for motorists to share their driving licence details will be valid for 21 days. Previously the code was valid for 72 hours.

You can view and share your driving record at View your driving licence information. You’ll be able to see your information electronically and generate a check code which you can then share with people who need to see your details (such as an employer or car hire company). If you want to, you can also download and print a summary.

If you are hiring a car, make sure you check with your car hire company to see whether you need to generate a code – see our news story on hiring a vehicle for more information.

Source: DVLA Related News

Dvla Contact Number Call 0843 515 8104

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News story: Hiring a vehicle

What’s changed

On 8 June 2015, the paper counterpart to the photocard driving licence was abolished. The counterpart contained information such as any penalty points you have. Similarly, old-style paper licences, issued until 1998, are still valid but they won’t be updated with penalty points. Instead, you can now view all your up-to-date driving licence information using DVLA’s View Driving Licence service.

These changes do not affect licences issued by DVA in Northern Ireland.

When hiring a vehicle

When collecting a vehicle from a hire company many only ask to see your photocard licence or your pre-1998 paper licence – but some also want to check whether you have any penalty points. They may ask for a code so that they can check your licence online or for a printout of your licence details.

What’s needed varies from company to company and between locations, so it is essential that you check with your hire company before you travel.

Getting a code or printout for the hire company

You can go online to obtain a code to give to your hire company. Each code is valid for 21 days from the date you obtain it and it can only be used once (to protect your privacy).

To obtain a code or a printout:

  1. Go to View Driving Licence.
  2. Enter your driver number and postcode, as they appear on your driving licence, and your National Insurance number.
  3. Click on the ‘Share your licence information’ tab – then the ‘Create a code’ button.
  4. You will now be shown a code that you can pass on to your hire company. You’ll also have the option to print out your licence information.

This is shown in detail in this guide.

If you cannot get a code online then you can call DVLA on 0300 083 0013. You’ll need to answer some security questions to validate your identity before we give you a code.

This video explains the changes and how to obtain a code or printout.


Information for vehicle hire companies

If your company decides that you need to check a driver’s full details the best way to do this is to ask your customers to bring a DVLA check code with them. This code is valid for 21 days from the date it was created. It can only be used once, to protect the driver’s privacy.

An alternative is to ask your customers to bring a printout of their driving licence details with them – but not all customers will be able to do this because it requires access to a computer and a printer. You should also remember that a printout is only up-to-date at the time it is printed.

If a customer arrives without a code or a printout they can call DVLA on 0300 790 6801 and leave permission for their driving record to be checked verbally by a nominated hire company. You can then call DVLA on 0906 139 3837 (calls cost 51p per minute) to check the driver’s details after they’ve given their permission.

Checking a driver’s record online with a code

You can check a driver’s record online at check someone’s driving licence information.

For further information on how to use this service see our step by step guide.

Source: DVLA Related News

Dvla Contact Number Call 0843 515 8104

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Press release: Union Flags now feature on British driving licences

From today (6 July 2015), all photocard licences issued in England, Scotland and Wales will carry the Union Flag alongside the existing European Union flag.

Transport Minister Lord Ahmad of Wimbledon said:

Our flag is recognised and respected around the world and is something which British people take pride in. I am delighted to see it featured on driving licences.

We are bringing the country together. Adding our national flag to British driving licences is a true celebration of one nation Britain.

The European Union flag has been displayed on full driving licences since photocards first came into use in July 1998. More than 132 million photocard licences have been issued since they were introduced. Last year alone, DVLA issued more than 10.4 million licences.

Notes to editors

  1. The Union Flag will be displayed on all driving licences issued to motorists in England Scotland and Wales. The changes do not apply to motorists in Northern Ireland as driver licensing is a devolved matter in Northern Ireland.
  2. The changes apply to all new and replacement licences issued to GB drivers from 6 July. Existing licences in circulation before that date remain valid and will not be recalled.

Source: DVLA Related News

Dvla Contact Number Call 0843 515 8104

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Corporate report: DVLA as a sustainable business 2015 to 2016

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Source: DVLA Related News

Dvla Contact Number Call 0843 515 8104

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