The Driver and Vehicle Licensing Agency has become the first government organisation in the world to receive “5-star World Class” certification from the Service Desk Institute.
The SDI's "world class" certification status is an internationally accepted global best practice standard for service desks. It recognises organisations that have successfully embedded service excellence into their culture.
The other organisations who have achieved five-star certification are: Mott MacDonald, Runshaw College, Power Design, Capgemini, BDO, Clifford Chance, Microland, Endava, 02 and CGI. The DVLA's sister organisation the Driver and Vehicle Standards Agency has a four-star rated service desk.
Tim Moss, chief executive of DVLA, said: “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.”
The agency’s service desk team is the single front door for IT support – the first place staff go when they have an IT issue or need help with a digital service.
It coordinates with specialist teams across DVLA digital services, such as infrastructure, applications, cyber security, access management and suppliers, to make sure issues and requests are dealt with by the right people.
The Department for Transport-sponsored agency said its service desk team supports staff with services like:
- Logging and helping to resolve IT problems (such as if a laptop, application or system isn't working as expected).
- Resetting passwords and helping colleagues regain access to systems
- Processing requests for equipment, software or access to services
- Providing advice and guidance on using DVLA's IT services
- Updates on the progress of their issue or request.
Paul Rodrigues, SDI's chair and chief executive, said: "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 This accreditation challenges outdated perceptions of government services and establishes a new benchmark for operational excellence across the public sector, both within the United Kingdom and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.
“DVLA Service Desk has not simply joined the community of world class organisations, it has set a new standard for what world class looks like in government.”
DVLA said it will work in partnership with the SDI to “maintain the standard, ensuring that its Service Desk remains at the forefront of excellence, and continues to play its part in helping deliver reliable, high-quality services for the millions of customers and organisations that rely on DVLA every year”.