DVLA Case Study
The Driver & Vehicle Licensing Agency (DVLA) is an executive agency of the Department for Transport. DVLA is based in Swansea and employs around 5,000 people. DVLA maintains registers of vehicles and drivers in Great Britain, using this information to improve road safety; reduce vehicle related crime; support environmental initiatives and limit vehicle tax evasion.
Find a solution which is flexible enough to deal with the variety of inbound envelopes, can manage complex applications and is ergonomically designed to accommodate a variety of operator needs.
The DVLA has witnessed significant improvements in process efficiency which have negated the need for 14 extra staff, compared to manual solutions and processes.
Installation of 10 IM-75 incoming mail processing systems.
Neopost provided a full audit of the existing inbound process to provide necessary data and process understanding in order to recommend the most appropriate solution. After winning the tender, Neopost installed the 10 IM-75 incoming mail processing systems within the customer’s challenging timescales.
DVLA receives large volumes of inbound mail - around 100,000 items each day. As well as sheer quantity, the variety of physical mail formats can make internal processing costly, time consuming and resource intensive. When seeking to identify an appropriate solution a number of factors had to be considered:
• Firstly, any solution had to be flexible enough to deal with the variety of inbound envelopes.
• The ability to manage complex applications, such as V5 disposal slips and driver photo cards.
• A final but important requirement was that, as an inclusive employer, DVLA needed to provide an ergonomic solution that would accommodate a variety of operator needs.
...the new systems are working well. We have already witnessed improvements in process efficiency.
Each day DVLA receives three deliveries of inbound mail. Items need to be X-ray screened before sorting into categories of up to 50 different types. Following screening, items are then opened, and passed to be scanned and keyed from image or manually input. 70-80% of all V5’s are scanned and keyed from image. Furthermore, a large proportion of the mail received by DVLA includes valuable documents such as photo card driving licenses; ID cards; passports; birth, death and marriage certificates as well as vehicle registration documents. The requirement to deal with these documents in an appropriate manner was paramount. With this in mind DVLA needed a solution capable of easily processing large volumes of mail comprising of a variety of different size envelopes.
The solution also needed to encompass a tight maximum damage tolerance of no more than five documents per machine within a minimum 16-hour working day. There was also an additional zero tolerance for total loss of documents (i.e. missed by the operator and not detected by the system).
As part of the procurement process, Neopost provided a full audit of the existing inbound process. The result of this consultation provided the necessary data and process understanding in order to recommend the most appropriate solution. Following the consultation Neopost made a recommendation proposal to DVLA, suggesting that 10 IM-75 incoming mail-processing systems would be the most appropriate solution. As part of the procurement, DVLA conducted a mini-competition utilising a formal government Framework Agreement. Neopost proved to be the best provider, following the results of the procurement process.
Delivery and Results
Since the implementation of the new solution, installed within the customers’ challenging timescales, DVLA has witnessed significant improvements in performance. Product and process improvements have negated the need for 14 extra staff, compared to manual solutions and processes.
With regard to the customer experience of the implementation, Donna Jones, DVLA’s Senior Operations Manager stated “...the implementation process went really well. All stages were completed to our satisfaction and within the agreed timescales. Neopost also organised the removal of obsolete equipment as part of the process.” Having completed the installation, what outcome has DVLA observed? Donna commented “...the new systems are working well. We have already witnessed improvements in process efficiency. When compared to manual mail opening solutions we would have to employ a further 14 people.”
When compared to manual mail opening solutions we would have to employ a further 14 people.