The Driver and Vehicle Licensing Agency has become the first government organisation in the world to receive five-star World Class certification from the Service Desk Institute, according to an announcement today. The certification recognises DVLA’s internal Service Desk team.
The team provides front-line support to colleagues across the agency, helping them access services needed for their roles. It also acts as an interface into wider IT service management within DVLA.
The Service Desk Institute’s World Class status is described as an internationally accepted global best practice standard for service desks. It recognises organisations that have embedded service excellence into their culture, including leadership, continual improvement, staff empowerment, customer advocacy and strategic service management.
DVLA said there are seven organisations globally holding five-star certification. The agency said its achievement makes it the first and only government body in that group, placing it alongside private sector organisations that have reached the same standard.
Tim Moss, chief executive of DVLA, said the certification reflected the dedication and professionalism of the Service Desk team and the agency’s commitment to supporting colleagues so they can deliver services for customers. Paul Rodrigues, chair and chief executive of SDI, said DVLA Service Desk had set a benchmark for operational excellence in the public sector.
The five-star certification is being presented as part of DVLA’s wider commitment to continual improvement and digital transformation. The agency said it will work with the Service Desk Institute to maintain the standard and keep the Service Desk contributing to reliable services for customers and organisations that rely on DVLA each year.