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17 June 2014

The challenges of going digital at the DVLA

The public sector is being heavily encouraged by the government to provide digital services for users in efforts to save £1.8bn per year by moving online. The government has calculated that on average an online service is 20 times cheaper than a phone transaction, 30 times cheaper than by post and 50 times cheaper than face to face. However, a couple of months ago, only 36% of civil servants in central government believed their departments had the skills needed to achieve the "digital by default" strategy. And only 26% of civil servants are seeing progress being made in the digital agenda, while 28% of IT staff are not even aware of digital IT-led projects. Digital by preference Rather than going digital by default, the Driver and Vehicle Licensing Agency (DVLA) is aiming to become a multichannel business, incorporating both digital and traditional methods of communicating with its customer. While the agency is making strides with digital services through renewing tax online, abolishing the paper tax disc and other digital ...

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