Research at DVLA

Research carried out by the Driver and Vehicle Licensing Agency (DVLA).

DVLA is an executive agency of the Department for Transport (DfT) and is responsible for managing the collection of data. DVLA maintains accurate records for more than 53 million drivers in Great Britain and 48 million vehicles across the United Kingdom.

The agency continues to hold the Customer Service Excellence standard for its service to customers.

DVLA has conducted user research since 2008 using a wide range of research methods, from traditional surveys to in-depth interviews, focus groups and targeted usability or prototype testing. Technology, customer behaviour and the way we offer our services has changed significantly in this time and we know from our customers that they want modern processes which allow increased flexibility in the way services are delivered.

We’re committed to developing excellent services for our customers that are both meaningful to them, and easy to use. To properly understand what our customers expect from DVLA services we carry out extensive research, some of which can be found below.

Information about research projects funded by the department is available at research at DVLA.

We’re currently working on these surveys (some may be linked to our online services):