Supporting the Driver and Vehicle Standards Authority on a client centric focus
Customer Centric Measures
The project focused on three priority customer journeys within the operation of the Driver and Vehicle Standards Authority (DVSA). The client had existing internal measures in place that focused on operational performance and budgetary controls across the customer journey.
Our approach
To build on the existing monitoring capability, Pick Everard was engaged to support the DVSA in developing measures that has a client centric focus. The DVSA desired the ability to clearly identify, through benchmarking, the touch points that mattered most to users in order to develop and improve both the user experience and wider and potential service offerings.
The key challenges included engaging with multiple user groups within a short time period and managing the data analysis of large amounts of information and measures initially sourced across DVSA’ s service offerings. Our team needed to clearly define the end user and key users across DVSA’s six service offerings, in some services there were multiple key customers.
Our team set the benchmark and undertook a full analysis and validation exercise reviewing the DVSA's existing measures for priority products and service areas.
We then facilitated sessions to gather baseline data (benchmarking), identifying gaps within the existing set and areas for development. Each user journey was mapped to identify and plot the user touch points against the measures reviewed during the validation exercise.
Our team then engaged with the DVSA making recommendations on the development of existing and creation of new measures to strengthen their ability to monitor and improve the users’ journey. In addition, the team produced a report making recommendations on suitable methods for data capture and analysis to optimise results.
Key info
Client
Driver and Vehicle Standards Agency (DVSA)
Status
Complete
Management
Management consultancy
Location
National
