Content Guru Customer DVLA Ranked ‘Most Improved Public Sector Organisation’ By The Institute of Customer Service
Content Guru, Britain’s largest vendor of cloud contact centre and customer experience (CX) technology, has today announced that one of its flagship government customers, the UK’s Driver and Vehicle Licensing Agency (DVLA), has been rated Britain’s most improved Public Sector organisation, and the country’s fourth most improved CX provider overall, in the UK Customer Satisfaction Index (UKCSI) for 2023.
The UKCSI’s new research uncovered the worst set of satisfaction scores overall for British organisations in almost a decade. Set against this grim backdrop for customer satisfaction, the DVLA was one of only 15 organisations to register an improvement of two points or more across the past 12 months, placing the government agency amongst the top 5% of all organisations with a UKCSI score.
Content Guru worked closely with the DVLA and its programme delivery partner Wavenet to leverage best practices and re-imagine both the customer and employee experience. Since the implementation of storm®, Content Guru’s Contact Centre as-a-Service (CCaaS) solution, the DVLA has been able to transform the way in which it communicates with motorists and queries involving vehicle taxation, personalised registration sales and driving licences. storm has allowed the DVLA to expand its contact channels to a full omni-channel model encompassing voice, email, webchat, and social media. Nationally, the DVLA has enhanced its reputation as a standard bearer for central government in terms of digital citizen interaction.
Employing over 6,000 people, the DVLA is responsible for maintaining the registration and licencing of over 40 million vehicles and 50 million drivers across the UK. As a ‘digital first’ organisation, the agency’s 2021-2024 priorities identified data-driven services, digital services and being a customer-centric business as the focus for their strategic plan. storm, Content Guru and Wavenet supported the DVLA’s digital shift and allowed the organisation to buck Britain’s trend of declining customer satisfaction and become the country’s most improved Public Sector service provider
Martin Taylor, Co-Founder and Deputy CEO of Content Guru commented.
“We are incredibly proud of the growth of DVLA’s public engagement strategy since implementing storm,” Martin Taylor, Co-Founder and Deputy CEO of Content Guru commented.”
“Recognition as the UK’s most improved public sector provider and fourth most improved organisation overall demonstrates how even high-volume contact centres are capable of implementing intelligent automation and strategic omni-channel transformation to improve customer satisfaction. We look forward to expanding our work with the DVLA, through Wavenet, and supporting the agency as it continues to improve its services to the public.”
Content Guru helps organisations achieve outstanding customer experience. Its cloud-based solution, storm®, ensures that customers’ requests and issues are quickly and accurately resolved – simply put, engagement made easy. storm cloud services are used by over 1000 large-enterprise and public-sector organisations in over 50 countries, and trusted for mission-critical applications by major organisations, such as AXA, the NHS, Rakuten Communications and US Government.
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