Case Study: Driver & Vehicle Agency achieves 45% faster driving licence processing and 98% customer satisfaction with Civica's Online Driver Licensing System

Transforming driver licensing services for the Driver & Vehicle Agency

The Driver & Vehicle Agency (DVA), the Northern Ireland executive agency responsible for administering over one million driving licences and handling more than 260,000 ordinary licence transactions in 2016/17, faced a heavy manual workload because its existing Driver Licensing System (DLS) — originally developed by Civica as part of the NI Direct programme — did not provide customers with online access. Customers relied on paper forms and telephone enquiries, forcing DVA staff to manually process applications and handle routine queries, particularly for high-volume expiry and optional renewals.

Civica conducted an Agile Discovery and then delivered a Driver Licensing Online System using a Hybrid Agile approach, building a customer web portal with online electronic applications, automated application receipts, online payments and fast-track processing integrated with the DLS. Civica completed the solution in 14 weeks within budget, enabling a reduction in DVA processing time by over 45%, an 85% reduction in fast-track renewal time, a 98% customer satisfaction rating, improved data accuracy and significantly reduced manual handling.

Driver & Vehicle Agency

Pat Delaney

Director of Operations