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govuk-!-margin-top-8 govuk-!-margin-bottom-8"> <h1 class="gem-c-title__text govuk-heading-xl"> Research at DVLA </h1> </div> </div> <div class="govuk-grid-column-one-third"> <nav role="navigation" class="gem-c-translation-nav govuk-!-display-none-print gem-c-translation-nav " aria-label="Translations"> <ul class="gem-c-translation-nav__list"> <li class="gem-c-translation-nav__list-item"> <span lang="en">English</span> </li> <li class="gem-c-translation-nav__list-item"> <a hreflang="cy" lang="cy" rel="alternate" class="govuk-link gem-c-translation-nav__link " href="/web/20230315001234/https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/research.cy">Cymraeg</a> </li> </ul> </nav> </div> <div class="govuk-grid-column-two-thirds"> <p class="gem-c-lead-paragraph">Research carried out by the Driver and Vehicle Licensing Agency (DVLA). </p> </div> </div> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <hr class="govuk-section-break govuk-section-break--visible"> <div class="govuk-!-width-one-half govuk-!-margin-top-3 responsive-bottom-margin"> <div class="gem-c-organisation-logo brand--department-for-transport"> <a class="gem-c-organisation-logo__container gem-c-organisation-logo__link gem-c-organisation-logo__crest gem-c-organisation-logo__crest--single-identity brand__border-color" href="/web/20230315001234/https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency"> <span class="gem-c-organisation-logo__name">Driver & Vehicle<br>Licensing<br>Agency</span> </a> </div> </div> <div id="contents" class="app-c-contents-list-with-body" data-module="sticky-element-container"> <div class="responsive-bottom-margin"> <nav class="gem-c-contents-list" aria-label="Contents" role="navigation" data-module="gem-track-click"> <h2 class="gem-c-contents-list__title"> Contents </h2> <ol class="gem-c-contents-list__list"> <li class="gem-c-contents-list__list-item gem-c-contents-list__list-item--dashed"> <a class="gem-c-contents-list__link govuk-link govuk-link--no-underline" data-track-category="contentsClicked" data-track-action="content_item 1" data-track-label="#overview" data-track-options="{"dimension29":"Overview"}" href="#overview">Overview</a> </li> <li class="gem-c-contents-list__list-item gem-c-contents-list__list-item--dashed"> <a class="gem-c-contents-list__link govuk-link govuk-link--no-underline" data-track-category="contentsClicked" data-track-action="content_item 2" data-track-label="#user-experience" data-track-options="{"dimension29":"User experience"}" href="#user-experience">User experience</a> </li> </ol> </nav> </div> <div class="responsive-bottom-margin"> <div class="gem-c-govspeak govuk-govspeak " data-module="govspeak"> <div class="govspeak"> <p><abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> is an executive agency of the Department for Transport (<abbr title="Department for Transport">DfT</abbr>) and is responsible for managing the collection of data. <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> manages more than 50 million driver records and more than 40 million vehicle records.</p> <p>The agency continues to hold the Customer Service Excellence standard for its service to customers.</p> <h2 id="overview">Overview</h2> <p><abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> has conducted user research since 2008 using a wide range of research methods, from traditional surveys to in-depth interviews, focus groups and targeted usability or prototype testing. Technology, customer behaviour and the way we offer our services has changed significantly in this time and we know from our customers that they want modern processes which allow increased flexibility in the way services are delivered.</p> <p>We鈥檙e committed to developing excellent services for our customers that are both meaningful to them, and easy to use. To properly understand what our customers expect from <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> services we carry out extensive research, some of which can be found below.</p> <h3 id="research-projects-and-reports">Research projects and reports</h3> <p>Information about research projects funded by the department is available at <a href="http://web.archive.org/web/20230315001234/https://www.gov.uk/government/collections/research-at-dvla-reports" class="govuk-link">research at <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr></a>.</p> <h3 id="current-work">Current work</h3> <p>We鈥檙e currently working on these surveys (some may be linked to our online services):</p> <ul> <li>stakeholder satisfaction</li> <li>request a V5C vehicle registration certificate (log book)</li> <li>renew your driving licence feedback</li> <li>manage your driving licence renewal application</li> <li>tax a vehicle</li> <li>notify changes on a V5C</li> <li>renew driving licence</li> <li>V778 retention document</li> <li>notify <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> of a medical condition</li> <li>tachograph driver card</li> <li> <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> driver and vehicle</li> <li> <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> motoring</li> <li>View Vehicle Record (VVR) for fleets vehicles</li> <li>view or share your driving licence information</li> <li>apply for a plug-in vehicle grant</li> <li> <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> posted items</li> <li>driver licence online applications</li> <li>apply for an electric vehicle charge point for your workplace</li> <li>trailer registration</li> <li>register a vehicle (RaV) feedback</li> <li>check a single vehicle service</li> <li>check and pay for multiple vehicles service</li> <li>pay a charge for a single vehicle service</li> <li> <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> form ordering service</li> <li>auction customer feedback</li> <li>apply to take off a private (personalised) vehicle registration number</li> <li>I want to exchange my non-GB driving licence</li> <li>digital driving licence</li> </ul> <p><abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> works closely with stakeholders, customers and other interested parties to make sure we鈥檙e providing products and services that suit their needs. This page will show <a href="http://web.archive.org/web/20230315001234/https://www.gov.uk/government/publications/working-together-fleet-industry" class="govuk-link">developments</a> on various projects, feedback and actions taken as a result. Where no action is taken an explanation is given.</p> <h3 id="to-take-part-in-further-research">To take part in further research</h3> <p>We鈥檙e looking for volunteers to join our online research panel. The panel has been set up to gain customer insight on Department for Transport鈥檚 (<abbr title="Department for Transport">DfT</abbr>) motoring services and road safety, to assist in the development of those services and related information.</p> <p>If you鈥檙e over 16 and are interested in being part of this panel, or want more information, please e-mail: <a href="http://web.archive.org/web/20230315001234/mailto:marketresearch.panel@dvla.gov.uk" class="govuk-link">marketresearch.panel@dvla.gov.uk</a></p> <p>The research team at <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr> cannot help with general enquiries from members of the public by this email. <a href="http://web.archive.org/web/20230315001234/https://www.gov.uk/contact-the-dvla" class="govuk-link">Contact <abbr title="Driver and Vehicle Licensing Agency">DVLA</abbr></a> if you鈥檝e got a query about your <a href="http://web.archive.org/web/20230315001234/https://www.gov.uk/browse/driving" class="govuk-link">driving licence or vehicle</a>.</p> <h2 id="user-experience">User experience</h2> <p>We鈥檙e committed to providing services for our customers that are both meaningful to them and easy to use. To better understand what our customers expect from us, we鈥檙e carrying out extensive research. This includes visiting and talking with stakeholders and citizens from all over the UK who use our services.</p> <p>This ongoing insight with our customers will allow us to understand people鈥檚 reasons for interacting with us and their preferences around how they choose to do so.</p> <p>We鈥檒l use the feedback gathered to help design and improve our services.</p> </div> </div> </div> <div data-sticky-element class="app-c-contents-list-with-body__link-wrapper"> <div class="app-c-contents-list-with-body__link-container"> <a class="govuk-link app-c-back-to-top dont-print" href="#contents"> <svg class="app-c-back-to-top__icon" xmlns="http://www.w3.org/2000/svg" width="13" height="17" viewbox="0 0 13 17" aria-hidden="true" focusable="false"> <path fill="currentColor" d="M6.5 0L0 6.5 1.4 8l4-4v12.7h2V4l4.3 4L13 6.4z"></path> </svg> Contents </a> </div> </div> </div> </div> </div> </div> </main> </div> <div class="govuk-width-container"> <div class="gem-c-feedback govuk-!-display-none-print" data-module="feedback ga4-event-tracker"> <div class="gem-c-feedback__prompt gem-c-feedback__js-show js-prompt" tabindex="-1"> <div class="gem-c-feedback__prompt-content"> <div class="gem-c-feedback__prompt-questions js-prompt-questions" hidden> <div class="gem-c-feedback__prompt-question-answer"> <h2 class="gem-c-feedback__prompt-question">Is this page useful?</h2> <ul class="gem-c-feedback__option-list"> <li class="gem-c-feedback__option-list-item govuk-visually-hidden" hidden> <a class="gem-c-feedback__prompt-link" data-track-category="yesNoFeedbackForm" data-track-action="ffMaybeClick" role="button" hidden="hidden" aria-hidden="true" href="/web/20230315001234/https://www.gov.uk/contact/govuk"> Maybe </a> </li> <li class="gem-c-feedback__option-list-item"> <button class="govuk-button gem-c-feedback__prompt-link js-page-is-useful" data-track-category="yesNoFeedbackForm" data-track-action="ffYesClick" data-ga4-event="{"event_name":"form_submit","type":"feedback","text":"Yes", "section": "Is this page useful?"}"> Yes <span class="govuk-visually-hidden">this page is useful</span> </button> </li> <li class="gem-c-feedback__option-list-item"> <button class="govuk-button gem-c-feedback__prompt-link js-toggle-form js-page-is-not-useful" data-track-category="yesNoFeedbackForm" data-track-action="ffNoClick" aria-controls="page-is-not-useful" aria-expanded="false" data-ga4-event="{"event_name":"form_submit","type":"feedback","text":"No", "section": "Is this page useful?"}"> No <span class="govuk-visually-hidden">this page is not useful</span> </button> </li> </ul> </div> </div> <div class="gem-c-feedback__prompt-questions gem-c-feedback__prompt-success js-prompt-success" role="alert" hidden> Thank you for your feedback </div> <div class="gem-c-feedback__prompt-questions gem-c-feedback__prompt-questions--something-is-wrong js-prompt-questions" hidden> <button class="govuk-button gem-c-feedback__prompt-link js-toggle-form js-something-is-wrong" data-track-category="Onsite Feedback" data-track-action="GOV-UK Open Form" aria-controls="something-is-wrong" aria-expanded="false" data-ga4-event="{"event_name":"form_submit","type":"feedback","text":"Report a problem with this page", "section": "Is this page useful?"}"> Report a problem with this page </button> </div> </div> </div> <form action="/web/20230315001234/https://www.gov.uk/contact/govuk/problem_reports" id="something-is-wrong" class="gem-c-feedback__form js-feedback-form" data-track-category="Onsite Feedback" data-track-action="GOV.UK Send Form" method="post" hidden> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <div class="gem-c-feedback__error-summary gem-c-feedback__js-show js-errors" tabindex="-1" hidden></div> <input type="hidden" name="url" value="https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/research"> <h3 class="gem-c-feedback__form-heading">Help us improve GOV.UK</h3> <p id="feedback_explanation" class="gem-c-feedback__form-paragraph">Don鈥檛 include personal or financial information like your National Insurance number or credit card details.</p> <div class="govuk-visually-hidden" aria-hidden="true"> <label for="giraffe">This field is for robots only. 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"http://web.archive.org/web/20230315001234/https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/research" }, "name": "Research at DVLA", "datePublished": "2014-11-03T11:50:30.000+00:00", "dateModified": "2023-03-07T17:01:06.000+00:00", "text": "Research carried out by the Driver and Vehicle Licensing Agency (DVLA). \r\n", "publisher": { "@type": "Organization", "name": "GOV.UK", "url": "http://web.archive.org/web/20230315001234/https://www.gov.uk", "logo": { "@type": "ImageObject", "url": "http://web.archive.org/web/20230315001234/https://www.gov.uk/assets/government-frontend/govuk_publishing_components/govuk-logo-73b5a4056ffe9988d02c728b56fe9fe7f90bb822322a5f6183ccbb92a99b019a.png" } }, "image": [ "http://web.archive.org/web/20230315001234/https://www.gov.uk/assets/government-frontend/govuk_publishing_components/govuk-schema-placeholder-1x1-bf9e64d759af6dfd93bede8168f3087a329f405b382aff36747db0db4b7b23e9.png", 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"http://web.archive.org/web/20230315001234/https://www.gov.uk/transport/driving-licence-categories" }, { "@context": "http://web.archive.org/web/20230315001234/http://schema.org", "@type": "Thing", "sameAs": "http://web.archive.org/web/20230315001234/https://www.gov.uk/transport/driving-licences-and-medical-conditions" }, { "@context": "http://web.archive.org/web/20230315001234/http://schema.org", "@type": "Thing", "sameAs": "http://web.archive.org/web/20230315001234/https://www.gov.uk/transport/personal-driving-licence-information" }, { "@context": "http://web.archive.org/web/20230315001234/http://schema.org", "@type": "Thing", "sameAs": "http://web.archive.org/web/20230315001234/https://www.gov.uk/transport/tachographs" }, { "@context": "http://web.archive.org/web/20230315001234/http://schema.org", "@type": "Thing", "sameAs": "http://web.archive.org/web/20230315001234/https://www.gov.uk/transport/driving-and-medical-conditions" } ], "headLine": "Research at DVLA", "description": "Research carried out by the Driver and Vehicle Licensing Agency (DVLA). \r\n", "articleBody": "\u003cdiv class=\"govspeak\"\u003e\u003cp\u003e\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e is an executive agency of the Department for Transport (\u003cabbr title=\"Department for Transport\"\u003eDfT\u003c/abbr\u003e) and is responsible for managing the collection of data. \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e manages more than 50 million driver records and more than 40 million vehicle records.\u003c/p\u003e\n\n\u003cp\u003eThe agency continues to hold the Customer Service Excellence standard for its service to customers.\u003c/p\u003e\n\n\u003ch2 id=\"overview\"\u003eOverview\u003c/h2\u003e\n\n\u003cp\u003e\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e has conducted user research since 2008 using a wide range of research methods, from traditional surveys to in-depth interviews, focus groups and targeted usability or prototype testing. Technology, customer behaviour and the way we offer our services has changed significantly in this time and we know from our customers that they want modern processes which allow increased flexibility in the way services are delivered.\u003c/p\u003e\n\n\u003cp\u003eWe鈥檙e committed to developing excellent services for our customers that are both meaningful to them, and easy to use. To properly understand what our customers expect from \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e services we carry out extensive research, some of which can be found below.\u003c/p\u003e\n\n\u003ch3 id=\"research-projects-and-reports\"\u003eResearch projects and reports\u003c/h3\u003e\n\n\u003cp\u003eInformation about research projects funded by the department is available at \u003ca href=\"https://www.gov.uk/government/collections/research-at-dvla-reports\" class=\"govuk-link\"\u003eresearch at \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e\u003c/a\u003e.\u003c/p\u003e\n\n\u003ch3 id=\"current-work\"\u003eCurrent work\u003c/h3\u003e\n\n\u003cp\u003eWe鈥檙e currently working on these surveys (some may be linked to our online services):\u003c/p\u003e\n\n\u003cul\u003e\n \u003cli\u003estakeholder satisfaction\u003c/li\u003e\n \u003cli\u003erequest a V5C vehicle registration certificate (log book)\u003c/li\u003e\n \u003cli\u003erenew your driving licence feedback\u003c/li\u003e\n \u003cli\u003emanage your driving licence renewal application\u003c/li\u003e\n \u003cli\u003etax a vehicle\u003c/li\u003e\n \u003cli\u003enotify changes on a V5C\u003c/li\u003e\n \u003cli\u003erenew driving licence\u003c/li\u003e\n \u003cli\u003eV778 retention document\u003c/li\u003e\n \u003cli\u003enotify \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e of a medical condition\u003c/li\u003e\n \u003cli\u003etachograph driver card\u003c/li\u003e\n \u003cli\u003e\n\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e driver and vehicle\u003c/li\u003e\n \u003cli\u003e\n\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e motoring\u003c/li\u003e\n \u003cli\u003eView Vehicle Record (VVR) for fleets vehicles\u003c/li\u003e\n \u003cli\u003eview or share your driving licence information\u003c/li\u003e\n \u003cli\u003eapply for a plug-in vehicle grant\u003c/li\u003e\n \u003cli\u003e\n\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e posted items\u003c/li\u003e\n \u003cli\u003edriver licence online applications\u003c/li\u003e\n \u003cli\u003eapply for an electric vehicle charge point for your workplace\u003c/li\u003e\n \u003cli\u003etrailer registration\u003c/li\u003e\n \u003cli\u003eregister a vehicle (RaV) feedback\u003c/li\u003e\n \u003cli\u003echeck a single vehicle service\u003c/li\u003e\n \u003cli\u003echeck and pay for multiple vehicles service\u003c/li\u003e\n \u003cli\u003epay a charge for a single vehicle service\u003c/li\u003e\n \u003cli\u003e\n\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e form ordering service\u003c/li\u003e\n \u003cli\u003eauction customer feedback\u003c/li\u003e\n \u003cli\u003eapply to take off a private (personalised) vehicle registration number\u003c/li\u003e\n \u003cli\u003eI want to exchange my non-GB driving licence\u003c/li\u003e\n \u003cli\u003edigital driving licence\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cp\u003e\u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e works closely with stakeholders, customers and other interested parties to make sure we鈥檙e providing products and services that suit their needs. This page will show \u003ca href=\"https://www.gov.uk/government/publications/working-together-fleet-industry\" class=\"govuk-link\"\u003edevelopments\u003c/a\u003e on various projects, feedback and actions taken as a result. Where no action is taken an explanation is given.\u003c/p\u003e\n\n\u003ch3 id=\"to-take-part-in-further-research\"\u003eTo take part in further research\u003c/h3\u003e\n\n\u003cp\u003eWe鈥檙e looking for volunteers to join our online research panel. The panel has been set up to gain customer insight on Department for Transport鈥檚 (\u003cabbr title=\"Department for Transport\"\u003eDfT\u003c/abbr\u003e) motoring services and road safety, to assist in the development of those services and related information.\u003c/p\u003e\n\n\u003cp\u003eIf you鈥檙e over 16 and are interested in being part of this panel, or want more information, please e-mail: \n \u003ca href=\"mailto:marketresearch.panel@dvla.gov.uk\" class=\"govuk-link\"\u003emarketresearch.panel@dvla.gov.uk\u003c/a\u003e\u003c/p\u003e\n\n\u003cp\u003eThe research team at \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e cannot help with general enquiries from members of the public by this email.\n\u003ca href=\"https://www.gov.uk/contact-the-dvla\" class=\"govuk-link\"\u003eContact \u003cabbr title=\"Driver and Vehicle Licensing Agency\"\u003eDVLA\u003c/abbr\u003e\u003c/a\u003e if you鈥檝e got a query about your \u003ca href=\"https://www.gov.uk/browse/driving\" class=\"govuk-link\"\u003edriving licence or vehicle\u003c/a\u003e.\u003c/p\u003e\n\n\u003ch2 id=\"user-experience\"\u003eUser experience\u003c/h2\u003e\n\n\u003cp\u003eWe鈥檙e committed to providing services for our customers that are both meaningful to them and easy to use. To better understand what our customers expect from us, we鈥檙e carrying out extensive research. This includes visiting and talking with stakeholders and citizens from all over the UK who use our services.\u003c/p\u003e\n\n\u003cp\u003eThis ongoing insight with our customers will allow us to understand people鈥檚 reasons for interacting with us and their preferences around how they choose to do so.\u003c/p\u003e\n\n\u003cp\u003eWe鈥檒l use the feedback gathered to help design and improve our services.\u003c/p\u003e\n\u003c/div\u003e" } </script><script type="application/ld+json"> { "@context": "http://web.archive.org/web/20230315001234/http://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "item": { "name": "Home", "@id": "http://web.archive.org/web/20230315001234/https://www.gov.uk/" } }, { "@type": "ListItem", "position": 2, "item": { "name": "Corporate information", "@id": "http://web.archive.org/web/20230315001234/https://www.gov.uk/corporate-information" } } ] } </script> </body> </html>

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