Enterprise Customer Relationship Management

DVSA is responsible for road safety across the UK. The agency carries out driving tests, approves people to be driving instructors and MOT testers, carries out tests to make sure lorries and buses are safe to drive, carries out enforcement roadside checks on drivers and vehicles, and monitors vehicle recalls. DVSA has 4,700 staff which includes both administration and front line resources.

To support front line activities, DVSA manages customer details, contacts, payments and requests for information. DVSA also conducts casework and investigations which must be managed and controlled to ensure DVSA follows process and the outcomes are recorded for evidential purposes.

There a number of applications in use across the business to support these activities, some of which are approaching end of life, or have limitations on the support they can provide for the changing needs of the agency.

Following a recent Customer Relationship Management (CRM) review, it is expected that the implementation of an enterprise CRM solution will bring benefits to the agency by improving our customer service, improving the efficiency of case work, adhering to our regulatory obligations for data management and integrating with other applications to provide a single of view of both customers and case work.

The supplier will complete a CRM Discovery exercise to determine how an enterprise CRM solution will be configured and implemented to meet DVSA's requirements and deliver benefits to the business. The exercise will further identify the governance that should be applied to CRM going forward, to ensure that the agency maintains a system which is capable of providing a single view of data and a controlled environment to manage information as other operational areas on-board to the CRM platform.