天美影院

Foreword

Welcome to DVSA鈥檚 second annual review - 鈥榃e are DVSA鈥�.

In March 2017 we published our 5-year strategy, which set out our aims and ambitions for helping you stay safe on Britain鈥檚 roads. Since then, we鈥檝e made good progress on the commitments we made under each of the 3 themes of our strategy. In this year鈥檚 review we鈥檒l update you on what we鈥檝e achieved so far, and tell you of our plans for the coming year.

We鈥檒l share some of our highlights from 2017 to 2018, and introduce you to some of the teams and individuals who鈥檝e worked so hard to achieve our successes. For example, you might already know about:

• our work to modernise the driving test, to help you through a lifetime of safe driving
• how to sign up to our new MOT reminder service, to help you keep your vehicle safe to drive
• the launch of our earned recognition scheme, which allows us to concentrate our efforts on dealing with unsafe drivers and vehicles

And we鈥檒l also celebrate our colleagues, who are our greatest asset. We value their knowledge and expertise and are immensely proud of their skill and dedication. We share their passion for improving road safety, and are committed to working together to achieve our clear vision for safer drivers, safer vehicles and safer journeys for all.

Gareth Llewellyn, Chief Executive Officer
Bridget Rosewell, Non-Executive Chair

Strategy update

Helping you through a lifetime of safe driving

We said we鈥檇 make sure new drivers are better prepared for a lifetime of safe driving and have access to the guidance, advice and training that helps keep them safe.

We created 鈥楽how me鈥� and 鈥楾ell me鈥� videos to explain to candidates what their driving examiner may ask them to show or tell during their driving test. For example, 鈥榳hen it鈥檚 safe, show me how you use the rear window demister.鈥� We published them to YouTube, where 鈥榃olf Eyes鈥� commented on 鈥楽how me鈥�, 鈥淭his video is a lifesaver!鈥�

Helping you keep your vehicle safe to drive

We said we鈥檇 make sure it鈥檚 easier for vehicle testers to access up-to-date standards, guidance and information.

We launched the 鈥楳anage your ATF鈥� application prototype. Authorised testing facilities (ATFs) are private testing centres which test the safety standards of commercial vehicles like lorries and buses. The app allows them to improve their service, with its functions for managing testing periods and the site鈥檚 performance, finding guidance and receiving updates from DVSA.

Protecting you from unsafe drivers and vehicles

We said we鈥檇 find and prosecute anyone who tries to cheat the systems that are in place to keep you safe - whether that鈥檚 anyone giving illegal driving instruction, cheating at the theory test or fraudulently passing vehicles at MOT.

We caught 126 people who were using technology (like Bluetooth earpieces) to cheat at the theory test. We also caught 118 people impersonating the real candidates in the theory and practical tests. The police dealt with all of these cheats, some of whom received prison sentences.

We stopped the 鈥楯enga lorry鈥�, and fined the driver 拢100 for load security and 拢80 for immobilisation.

A great place to work

We said that, in everything we do, we value:

• professional expertise
• being respectful
• working as one team
• continuous improvement
• operating in the community
• achieving results
• good service for users

We implemented action plans to support the 5-year strategy - plans which will make DVSA a great place to work.

They include ways to make our working environments better for staff and customers, and to improve our communications. The plans also set out how and where we鈥檒l recruit new colleagues, and our ambitions for becoming a digitally-enabled organisation.

Helping you through a lifetime of safe driving

We changed the driving test

In December we introduced some radical changes to the driving test.

Based on evidence which showed that most collisions happen on high-speed roads, and that learners find independent driving valuable, we brought in changes to prepare them for real-life driving. The new test includes a longer period of independent driving, following a sat nav while driving, and more driving on roads (rather than doing manoeuvres on housing estates).

The feedback we鈥檝e had from our driving examiners about the changes has been really positive.

It鈥檚 great to be part of an organisation that helps improve road safety, and the training I had on the new parts of the test was very thorough. The test changes really help prepare learner drivers for driving on their own and managing real life distractions.

And we鈥檝e had some great feedback from driving instructors and their pupils about the new test.

The sat nav is a good idea. It makes the candidate think ahead more and prepare more, rather than relying totally on the instructor.

Rob Brown 鈥� driving instructor

The new test is more straightforward鈥� and having the sat nav helps you to look where you鈥檙e going.

Test candidate

We also won an award for our communications work around the new driving test, which you can read about later.

We topped the charts with our theory test app

DVSA was the Christmas number 1, as our official theory test app became Apple鈥檚 top paid-for app of 2017!

Simon Lusty, our publications manager, said:

In 2017, 24% of all people who took their theory test used the DVSA app to learn. We also sold our millionth download, so reaching No.1 on top of that was a fantastic achievement.

The app has an amazing 4.6 stars on the App Store, and here鈥檚 what one of our happy customers had to say.

This app provides everything you need, and believe me when I say that it gives 100% accuracy when compared to the real thing.

Hannah on the App Store

We鈥檙e helping learner drivers to find the best instructor for them

We updated our service which helps learners to find an approved driving instructor (ADI). As well as saying where they鈥檙e based so learners can find their nearest, ADIs can now include information about their performance and a link to their website.

They can share the grade they achieved in their standards check, whether they鈥檝e signed up to the industry code of practice or are involved in continuous professional development. Then learners can filter the search results to include only those ADIs who share this information.

Jacqui Turland, ADI Registrar, says:

We improved the service to help learner drivers find the best ADI for their needs. Now they can learn more about the instructors in their area, and the new information will help them to make the best choice.

We鈥檝e been working on improving motorcycle training and security

The motorcycle team continued the work we began last year with our 鈥業mproving moped and motorcycle training鈥� consultation.

We had 2,299 responses, most of which were really positive. Many comments were about the poor standard of theory knowledge amongst first time road users.

So we鈥檙e working with motorcycle trainers to improve knowledge and understanding at the pre-compulsory basic training (CBT) stage.

Last year saw a huge rise in moped and motorcycle thefts, especially in London. So we also worked closely with our motorcycle stakeholders to help promote the Metropolitan Police鈥檚 鈥楤e Safe鈥� theft awareness campaign.

We鈥檝e been getting lorry drivers on the road

We prioritised the large goods vehicle (LGV) driving test, helping businesses which use large vehicles. We kept waiting times to under 2 weeks, delivering tests from our 77 DVSA tests centres and 77 sites provided by the LGV training industry.

Because LGV drivers control some of the largest vehicles on our roads, it鈥檚 particularly important that they鈥檙e trained and tested to the standards we set.

Julie Ford, driving examiner, said:

I鈥檓 immensely proud of the work we do that, not only keeps people safe, but also helps keep businesses moving.

Helping you keep your vehicle safe to drive

We launched new MOT services

Last year we officially launched a test version of 鈥楪et MOT reminders鈥�. The award-nominated service lets you sign up for free to get text reminders or emails reminding you when your car鈥檚 MOT is due. We developed the service because research showed that around 75% of people who were late for their MOT had actually forgotten the date.

By the end of March 2018, more than 660,000 car owners had signed up to receive MOT reminders. Everyone who鈥檚 signed up will receive an email or text 4 weeks before the MOT鈥檚 due and then a second email 2 weeks before (if their MOT still hasn鈥檛 been taken).

MOT Product Manager, Chris Price said:

With more than 35.6 million vehicle owners in this country, we鈥檙e keen to get many more signed up. If you haven鈥檛 yet done it, sign up now 鈥� it鈥檚 so easy and means you鈥檒l never miss your MOT.

We鈥檝e also introduced a new service on 天美影院 where you can check a vehicle鈥檚 MOT history. Using just the vehicle鈥檚 registration number you can find out when its MOT runs out, what it鈥檚 failed on and its mileage.

We created this service to help people who are buying a used car to make the best choice. And it鈥檚 proved to be very popular - it鈥檚 one of the top 10 government services. We even had 18,000 hits on Christmas Day!

We鈥檝e improved the vehicle recall service

When a manufacturer has to recall a vehicle because there鈥檚 a serious problem with the vehicle or one of its parts, then you need to get that car fixed by the manufacturer. Making sure people understand what to do in these cases is vital to road safety, so we鈥檝e improved the way we share information with the public and manufacturers about vehicle recalls.

We publish a monthly vehicle recalls bulletin. Anyone can sign up for it, but it鈥檚 especially helpful to the motor trade. They use the information we provide to tell their customers about potential safety problems with their vehicles, increasing the reach of our messages.

We monitor social media to pick up on trends involving vehicle faults and problems. Then we take this information directly to the manufacturer to make sure they look into it thoroughly.

We鈥檝e also launched a new online service on 天美影院. 鈥楥heck a recall鈥� is a feature of the MOT history service.

After a number of high profile recalls, rather than relying solely on motor manufacturers, we鈥檙e now encouraging the public to tell us about safety problems with their vehicles.And, during 2018 to 2019, we鈥檒l be launching a campaign to promote and encourage this behaviour.

Ian Bartlett, Head of Vehicle Safety, said:

Our priority is to help protect you from unsafe vehicles. Vehicle recalls play a key part in this and, if anybody suspects that their vehicle has an outstanding recall, we鈥檝e made it easier for them to find out. Now we鈥檙e going to make it easier for motorists to report a suspected or potential safety issue.

We鈥檝e met over 98% of our HGV booking commitments

We carry out about 750,000 lorry, bus and coach tests a year at the UK鈥檚 570 authorised testing facilities (ATFs). The ATFs are privately owned by organisations like bus and lorry operators, but DVSA sets the standards and delivers the tests.

Hugh Rimmer, Operations Manager, said:

Using the ATFs, we鈥檝e met 98.6% of our booking commitments this year.

It鈥檚 been really hard work and I know that we鈥檙e having some difficulty with making sure we have enough testers in some parts of the country. So we鈥檙e recruiting around 100 more. I鈥檓 really looking forward to helping with their inductions.

We鈥檝e done more work on the #TowSafe4Freddie campaign

Freddie Hussey鈥檚 tragic death in 2014, aged 3, inspired the campaign to get people to use their small trailers safely. At a special summit with the Transport Minister, Bill Pope explained how we design content to help people stay safe, using proven behaviour change techniques. Freddie鈥檚 parents and their MP thanked DVSA. They said our online content and social media efforts make a huge contribution to public awareness.

An offer of free safety checks by the National Towing and Trailer Association also boosted the campaign.

TowSafe4Freddie has reached about 300,000 people on social media, with around 45,000 views of the guidance. Our YouTube video has received nearly 50,000 views.

Protecting you from unsafe drivers and vehicles

We鈥檙e recognising operators that do the right thing

Under a new scheme, operators with large vehicles who share performance data and can prove they meet DVSA standards are less likely to be stopped for roadside inspections. We call this 鈥榚arned recognition鈥� and taking part saves operators time and money. It also allows our traffic enforcement staff, like Melanie York, to concentrate on catching operators who aren鈥檛 doing the right thing.

We launched the scheme in April 2018, following a one-year pilot. All 56 organisations which took part in the pilot were awarded founder member status.

Monica Coe of New Image Stone said:

Being recognised as an approved operator and founder member is something we鈥檙e proud of. We believe that it鈥檚 only a matter of time before our clients decide this scheme is a requirement to win work.

We鈥檝e been helping to improve air quality

We started a scheme to check large vehicles for emissions cheat devices. They fool the lorry or bus鈥檚 onboard computer into thinking the emission controls are working, allowing harmful gases like nitrogen oxide to be pumped into the air unchecked.

So far, we鈥檝e found 388 cheat devices and investigated 202 operators.

Stephen Middleton, vehicle examiner, says:

Air quality is so important in terms of health, particularly in built up areas. We鈥檝e worked to develop the best ways of finding these devices. It鈥檚 really satisfying to be involved from the start and to see the process right through to public inquiry, where operators have had licences suspended or removed.

We鈥檝e joined forces to check dangerous vehicles

Two years ago, we began working with Transport for London, City of London police and the Metropolitan Police, forming the London Freight Enforcement Partnership (LFEP). It鈥檚 the first multi-agency unit doing targeted checks on dangerously non-compliant vehicles and drivers in London.

The team has checked more than 33,000 vehicles. And we鈥檝e given out over 9,000 fixed penalty notices and 5,600 mechanical prohibitions (meaning that vehicles with the most serious faults can鈥檛 be driven until they鈥檙e fixed). Our checks have led to 106 arrests, 221 vehicle seizures and 12 operator licence revocations.

Julia Mepsted, traffic examiner, said

Working alongside our colleagues in the police and Transport for London, we鈥檙e successfully cracking down on rogue drivers and operators, making London鈥檚 roads safer for all.

We created a search app to target unsafe vehicles

We developed the app in-house to enable frontline staff to quickly learn about operators and their vehicles during roadside encounters and at annual vehicle tests. Our driving examiners can also use it to check whether a vehicle鈥檚 fit to be used for a driving test.

By typing in a registration number, or by taking a picture of a registration plate with their smartphone camera, colleagues can spot potential problems. The app gives them detailed information - like a vehicle鈥檚 technical records, operator details, enforcement history and when its MOT expires.

Helen Meechan, traffic examiner, says:

I work a lot with the police, and previously had to run a registration number through several of their websites and databases before deciding whether to target a vehicle. Now I just enter it into the app and the information鈥檚 at my fingertips. It鈥檚 the best bit of kit we鈥檝e had in years!

We鈥檝e been protecting learner drivers

Most approved driving instructors (ADIs) behave professionally towards their pupils, but last year we received 146 reports about ADI misconduct.

Some learners reported seriously inappropriate behaviour. For example, ADIs touching pupils or sending them offensive messages. In some cases we investigated allegations of sexual assault, which we referred to the police.

We have to make sure that learner drivers are in a safe learning environment, so we take ADI misconduct very seriously. Our investigations help the registrar to decide whether an ADI is 鈥榝it and proper鈥� and can continue teaching.

Andy Rice, Head of Counter-Fraud and Investigations, says:

We have a dedicated team of investigators working solely on ADI misconduct. Protecting learner drivers from instructors鈥� inappropriate behaviour is important work.

We鈥檝e run a successful brake-testing campaign

We were getting reports about operators鈥� vehicles with dodgy brakes, so we launched a campaign to persuade operators to carry out effective brake-testing. Working with traffic commissioners, we published stats for faulty brakes and gave operators advice through our 鈥楳oving On鈥� blog. We also encouraged operators to analyse their safety inspection records and plan regular brake tests.

90.4% of the operators who reviewed their brake testing said they were satisfied they were doing the right thing. 86.5% thought brake testing was very important in protecting people from unsafe vehicles and drivers.

Chris Dibsdall, Media Officer, says:

Our work in the press office is about making Britain鈥檚 roads safe. It鈥檚 great to work with other organisations like the Office of the Traffic Commissioner and see our campaigns making a real difference.

DVSA: a great place to work

We鈥檝e given our people the technology to do their jobs

We want our staff to have the right tools and technology to do their jobs, whenever and wherever they鈥檙e working.

We鈥檝e given people smartphones, with standard and bespoke apps that help them work more efficiently. Office365 allows colleagues to stay connected and work better together. And access to emails, the intranet and documents make mobile-working as easy as being connected to a desktop.

In our main offices, we鈥檝e increased the number of interactive, multi-user touch screens, meaning less time travelling to meetings, and more time to be productive. And we brought our IT helpdesk in-house, allowing us to respond to technical issues directly and quickly, giving our people a better service.

Ruth James, technical team leader, says:

My team are quite dispersed, so I can鈥檛 always get to see them in person. With our smartphones we keep in contact using email, Skype or video messaging, which is great because I can deal with any issues or questions quickly and easily. And with access to my documents, if I need any evidence for appeals I have it all to hand too.

This new technology is just the start; it鈥檚 already improving frontline colleagues鈥� ability to do their jobs effectively.

We won a communications Oscar!

The hard work we did in comms leading up to the driving test changes paid off in more ways than one.

By 4 December everyone knew what they needed to know about the test. We sent out press releases, set up interviews and arranged mock driving tests for journalists. We also created graphics for social media and YouTube videos showing learner drivers and driving instructors everything they needed to know.

Then our fantastic work was recognised when we won the Chartered Institute of Public Relations (CIPR) award for excellence in a public sector campaign - a communications Oscar!

Olivia Roe, Media Officer, says:

I鈥檓 really proud of the hard work my team did on announcing the changes and, to top it off, we won the CIPR award! It鈥檚 amazing to have our effort recognised like this.

We鈥檙e connecting through Yammer

Yammer鈥檚 our new, internal social network. It gives us a place to share ideas, anecdotes and photos. And it helps remote workers to connect with their teams.

Over 70% of staff are now active users and they can log on from whatever device they鈥檙e using. People are connecting with colleagues from different parts of the country. They鈥檙e asking the directors questions, posting pictures of their successes, praising colleagues and finding out what others are up to.

Richard Lyons, driving examiner, says:

Using the Yammer app on my iPad allows me to connect in a way that wasn鈥檛 possible before. I can share experiences, incidents and suggestions, and work with other teams across the agency.

Yammer鈥檚 opened everyone鈥檚 eyes up to what DVSA does to make everyone safer on Britain鈥檚 roads, and it helps me feel part of that.

We鈥檙e dealing with unwanted behaviour

Our people survey told us that some colleagues had experienced discrimination, bullying or harassment.

We want people to be treated - and to treat others - with dignity and respect. So, working with the trade unions and staff groups, we focused on stopping unwanted behaviour and dealing with it appropriately when it happens.

We trained investigators, who can look into cases impartially, consistently and quickly. We also created a team of mediators who help colleagues resolve their disagreements and improve working relationships informally and confidentially.

Diane Williamson, mediator, said:

People tell me it鈥檚 a relief to share their side of things in a controlled and confidential environment. Nearly everyone wants to resolve their differences and have a better working relationship.

It鈥檚 really rewarding being part of something that makes a real difference to colleagues.

We鈥檝e been tackling assaults on our staff

Most of our customers really appreciate the services we provide. But, in 2016, over 300 of our driving examiners, vehicle testers and roadside enforcement staff experienced physical or verbal abuse at work.

That鈥檚 unacceptable, so we launched a campaign to tackle abusive behaviour. It promoted the message to customers that we won鈥檛 tolerate verbal or physical assaults on our colleagues. We also supported staff by explaining what they should do if something happened to them or a colleague, and what we鈥檇 do about reported incidents - however trivial they may think they seem.

Leanne Aslin, who worked on the campaign, said:

By targeting customers and staff in this campaign, we hope to see a reduction in incidents, and for colleagues to feel safer in their work.

We鈥檙e looking after our colleagues鈥� wellbeing

We want our people to be healthy and happy, so we鈥檝e introduced ways to help them stay well.

Mental health is a priority, so we鈥檝e trained 25 mental health first aiders (MHFA), who know how to spot the signs of mental ill health. Just like a physical first aider, who鈥檒l be there if you鈥檙e injured or become ill, our MHFAs are there to help with the first symptoms of emotional distress. They鈥檒l look after colleagues whose mental health is suffering, then help them to get further support if it鈥檚 appropriate.

We also have a confidential counselling and information helpline, and a website full of articles, videos and podcasts. They give advice on subjects like depression, debt and stress.

We鈥檙e looking after people鈥檚 physical wellbeing as well. We鈥檝e introduced a physiotherapy scheme, where colleagues can get a free face-to-face assessment with a trained physiotherapist, then up to 4 treatment sessions. Karl Steel, a driving examiner in Leeds, says:

I used the physiotherapy scheme after suffering an injury from an accident whilst conducting a driving test. The therapy made a huge difference.

And we offered all staff a free flu jab. Stuart Parsons, a driving examiner in Rugby, took advantage of this. Stuart says:

I didn鈥檛 catch flu last year, which was great for me and for DVSA - as I didn鈥檛 lose any working days to this illness. I鈥檒l be taking part in the scheme again this year.

Our staff network groups have gone from strength to strength

Our staff network groups (SNGs) have been going for 3 years now. They exist to make the voices, talents and concerns of their members heard and seen. And they help DVSA become a more diverse and inclusive organisation.

The SNGs have played a significant role in changing and introducing policies over the last year, so here are some highlights of their work.

embRACE (for our black, Asian and minority ethnic members of staff) supported the installation of multi-faith rooms in DVSA buildings. They鈥檝e also made sure that there are inclusive menus at our residential DVSA training centres.

Enabled (representing disabled members of staff) has created a guide to support line managers of individuals with disabilities.

PRIDE (for our LGBTI members of staff) wrote the DVSA submission for the Stonewall Workplace Index 2017.

Time2Care (for our colleagues who are carers) has drafted a carers鈥� policy, new carers鈥� passport and guidance.

Women鈥檚 Integrated Network (representing women at DVSA) has raised awareness and understanding of the support available for new parents.

Dipesh Chauhan, project support officer and member of embRACE, says:

I feel I now have a voice as a BAME individual, and I hope to help DVSA and embRACE become the best versions of ourselves.

We鈥檝e given our motorcycle examiners shiny new bikes

The procurement team did the groundwork by asking our examiners which bikes they thought would be suitable for the job. Then they drew up a list of 9 and asked our examiners to choose which one they鈥檇 like. Each examiner was trained how to ride their own machine and others in the fleet, in case of breakdowns.

Simon Hadley, motorcycle examiner at Kettering test centre, said:

The fleet was starting to look old and tired, but with the new fleet I feel I look like a professional riding examiner. The bikes are all marked up as DVSA - not too much, but enough to make people aware - so I鈥檓 really chuffed.

We helped to clean up our community

Making our workplaces as pleasant as possible is really important to us. And we鈥檙e also keen to get involved in projects which make a difference to the communities we work in.

So, this year, Lynne Templar and Jane Glancy joined the DVSA team that took part in a litter pick. They helped clear away and recycle rubbish near to our Berkeley House office in Bristol.

The community project was sponsored by Bristol Waste and included Easton Community Centre and local charity Up Our Street.

Patrycja Pinkowska, community engagement officer for Up Our Street said:

DVSA did an amazing job, and it鈥檚 great to hear that they鈥檙e planning to continue their community action.

We鈥檝e increased the number of apprentices鈥� and we have more winners!

During 2017 to 2018 we started 44 successful apprenticeship programmes across the country. And we鈥檝e had more award winners.

Emily Herbert won DVSA鈥檚 鈥楢pprentice Manager鈥� and 鈥楢mbassador to Apprentices鈥� awards.

Tom Parkin won DVSA鈥檚 鈥楢pprentice of the Year鈥� award. Then, we鈥檙e very proud to say, he went on to win the Department for Transport鈥檚 鈥楢pprentice of the Year鈥� award!

Cara McMahon, DVSA鈥檚 Head of Talent and Capability says:

This is a fantastic recognition for the initiative, commitment and performance that the apprentices have shown in their work.

We鈥檝e introduced induction sessions to welcome new members of staff

As well as the usual business - like telling new starters about policies and procedures, we now also invite them to induction sessions. They give new people the opportunity to network with colleagues from other teams, and to meet our Chief Executive, Gareth, or one of the directors. They find out about working for DVSA, how we fit into the wider DfT family and get a feel for our culture.

Laura Fenn, our new DVSA Vendor Manager, said:

It was a great day. The best part was that I got to meet people from across the business, find out about their roles, and understand how we all fit together to make DVSA a great place to work.

We鈥檝e recruited over 250 frontline staff

Vehicle standards assessors (VSA)

VSAs test large vehicles at garages across the country, to protect you from unsafe drivers and vehicles. We welcomed over 70 new VSAs last year.

Shane Allen, a new VSA, says:

I started working at DVSA because I wanted a career, rather than being stuck at a mechanic鈥檚. DVSA gives me the stability and opportunity to develop myself.

It鈥檚 very important work 鈥� some of the vehicles you see are in such a dangerous state, you just think about what could happen if they stayed out on the road. Heaven knows what could happen if we weren鈥檛 checking them.

Driving examiners (DE)

We conducted 1.8 million car driving tests last year - the most in nearly 10 years. So, to keep our waiting times low, we hired over 180 new DEs.

Jane Rodda, a new DE, says:

A DE can read road situations in an instant; it becomes second nature. This skill makes you confident in the decisions you make. Road safety is paramount and I know that, at the end of every test, I鈥檝e made the right decision.

My job is made by my colleagues. The diversity of people within our test centre, from different backgrounds, test centres and roles gives a great perspective from others. Everyone is supportive and happy to help one another.

Our income and costs

In the financial year 2017 to 2018 we made a surplus of 拢13.8 million which we鈥檒l invest to improve our services by:

• replacing and improving customer-facing digital services
• improving mobile technology and other tools to support our staff
• modernising our estate

Income: 拢387.6 million

Area	Income
Driver services	拢206.6 million
Vehicle services	拢100.4 million
MOT services	拢62.1 million
Licensing services	拢13.1 million
Other services	拢5.4 million

Costs: 拢373.8 million

Area	Costs
Staff costs	拢176.9 million
Other operating charges	拢162.3 million
Asset-related costs	拢20.1 million
Net finance costs	拢7.0 million
Dividend payable to DfT	拢7.5 million

Our people

We have around 4,500 permanent members of staff. Most of them work on the frontline, and we鈥檝e taken on over 250 new people to work in roles like driving examiner, vehicle examiner and enforcement officer. The rest of our colleagues work in digital or supporting roles. We all contribute to making Britain鈥檚 roads safer.

Looking ahead

Helping you through a lifetime of safe driving

Learner drivers on motorways

On 4 June 2018 the law changed to allow learner drivers on motorways for the first time. They have to be accompanied by an approved driving instructor (ADI) in a car with dual-controls. They also have to be at a place in their learning where they鈥檙e skilful and confident enough to handle motorway driving.

A public consultation agreed that allowing learners to start practising motorway driving before they took their test would be a good thing for road safety. Over the coming year, we鈥檒l be giving guidance to ADIs and their pupils, and helping other road users understand how to behave in sharing the motorways with learner drivers.

Making the theory test more accessible

We worked with the British Dyslexia Association, the British Deaf Association and others to identify theory test questions that some candidates with disabilities found difficult to understand. Then we rewrote these in clearer, plainer language. We introduced the new questions on 1 May 2018, following successful trialling with candidates. We鈥檒l analyse test results over the coming year to see what difference these make.

We鈥檙e also developing video clips which could replace some of the theory test questions. The new clips will mean less text for candidates to read, making the test more accessible.

The video clips show road situations from different perspectives (like the driver鈥檚 point of view and from outside the car) potentially allowing us to ask different types of question. We believe that using video will help to protect the test from the possibility of cheating or fraud.

Helping you keep your vehicle safe to drive

More changes to the MOT service

In May 2018 we changed how we test cars, vans, motorcycles and light passenger vehicles. The main change was the introduction of three new defect categories 鈥� dangerous, major and minor. And we introduced stricter rules for diesel car emissions, redesigned the MOT certificate and changed the rules around some vehicles over 40 years not needing an MOT.

Over the coming year we鈥檙e also going to widen our 鈥楪et an MOT reminder鈥� service to include heavy goods vehicles (HGV). So vehicle operators will also get an email or text reminder to take their vehicle to test, making sure it continues to be safe on the road.

Helping people do their daily walkaround checks

Carrying out daily walkaround checks of large vehicles is a vital part of a making sure vehicles are safe to drive. Drivers need to be able to identify and report any defects or signs of defects that could affect their vehicle鈥檚 safety.

So, we鈥檒l improve our guidance for drivers on how to carry out these important safety checks. We鈥檒l create new videos that show what to do, and publish better guidance on 天美影院 on what should be reported.

We鈥檒l also use social media to regularly remind drivers about the walkaround checks they need to do, highlighting the guidance that鈥檚 available to them.

Protecting you from unsafe drivers and vehicles

Exploring behaviour around drivers鈥� hours

We鈥檒l be investing in behavioural research to look into why some large vehicle drivers take the risk of driving over their hours.

In 2016, driving while tired was a factor in 61 accidents involving lorries and buses. And almost a quarter of injuries caused by accidents involving lorries are fatal or serious (compared to 1 in 8 for crashes in general).

Despite the risks and the penalties, we鈥檙e still finding large numbers of drivers who are willing to drive more hours than they legally should. When we understand the reasons why they do this, we鈥檒l plan a campaign to promote the importance of taking breaks.

Automatic number plate recognition (ANPR) partnership

We use ANPR to identify, stop and check drivers and vehicles which may not be as safe as they should be. And, over the coming year, we鈥檒l work with the partnership to improve the way we use ANPR and give us access to a much bigger network.

We鈥檒l combine resources with Highways England, the Home Office and the National Police Chiefs鈥� Council to develop the ANPR infrastructure. Together, we鈥檒l enforce vehicle safety and environmental standards, making you safer on Britain鈥檚 roads.

A great place to work

We鈥檒l continue to develop our digital capability

Our driving examiners will move away from paper forms and use tablets to mark the driving test and capture the result. Traffic examiners will be able to record roadside encounter details on a mobile device. Vehicle testing staff will start using smartphones to record tests, find answers to questions, and access a vehicle鈥檚 history.

We鈥檒l move our network to the cloud to improve performance and reliability. And we鈥檒l upgrade devices to Windows 10, with features that can help productivity.

Keeping you safe on our roads doesn鈥檛 have to cost the earth

We鈥檙e working hard to reduce our carbon emissions, create less waste and use resources more wisely. But we鈥檙e also ambitious to do more.

We鈥檒l work on improving air quality for local communities through our work on vehicle emissions. And we want make a more positive contribution to the communities we work in.

We鈥檒l do that through supporting work to improve local environments. We鈥檒l also work on creating a workforce that鈥檚 better trained and supported, is more inclusive, and reflects the communities we work in.

Building on our work to tackle bullying, discrimination and harassment

Everyone in DVSA will attend a bespoke 鈥榖uilding respect in the workplace鈥� course. The course will help us understand what is and what鈥檚 not acceptable behaviour, and includes content about how to politely challenge people when their behaviour is unacceptable.

We鈥檙e also developing workshops which teams will be able to run themselves, reinforcing what they鈥檝e learned on the course. They include scenarios about things like conflict and reasonableness, which colleagues can work on to resolve problems.

We鈥檙e listening

Last year we listened especially hard. Our customer satisfaction survey told us that 99% were satisfied and, at our call centres, we:

• answered 753,000 calls - 73% within 60 seconds, exceeding our 70% target
• replied to 80,000 emails within 5 days, against a target of 10 days
• replied to 95.7% of social media questions within an hour, against a target of 90%
• processed 111,225 applications for technical tests - 82% within service level

And, when 1 in 5 of you told us we were taking too long to answer calls, we set ourselves the target of answering 70% within just 30 seconds.

The Customer Service Excellence assessor paid us a visit this year, and this is one of her comments:

The commitment and depth of knowledge of staff is particularly impressive.

We鈥檝e also been answering official correspondence 鈥� like the letters your MP will send, asking something on your behalf. Our team dealt with:

• 98% of over 7,500 pieces of correspondence within 10 working days (target 90%)
• 100% of 513 Freedom of Information requests in 20 working days (target 93%)

We even get good feedback from people who complain! This is what one person said:

Everything was very fair and helpful. Thank you very much for all your help and time.

Get in touch

Call or email us, look for us on or , or find your answers on 天美影院. However you decide to contact us, you can be sure we鈥檙e listening.