DVLA becomes world's first government body to earn 5-star service

The DVLA is now the highest-rated government organisation in the world for service desk quality, after the Service Desk Institute awarded it a 5-star World Class certification, a standard no other government body has reached.

For drivers, this matters in a direct, practical way. The DVLA handles almost every transaction that keeps a car road-legal, from vehicle tax and driving licences to personalised number plates and V5C logbooks. When those processes stall, drivers face delays that can hold up a sale, a purchase or even their ability to drive legally, so a more capable support operation means fewer costly holdups.

The 5-star rating from the Service Desk Institute is the top tier of its assessment framework, and the DVLA is the first government agency in the world to achieve it. The certification measures how well a service desk resolves problems, handles demand and supports the people who rely on it, so the award reflects real improvements in how the agency responds when something goes wrong or a driver needs help.