Provision of UKCSI Data & Discovery Roadmap Membership

The requirement is for a three-year Institute of Customer Service (ICS) Discovery Roadmap Membership, together with bespoke UK Customer Satisfaction Index (UKCSI) analysis provided twice yearly (January and July).

DVLA requires continued access to tailored UKCSI analysis to benchmark customer satisfaction performance against other organisations, including comparison with top-performing organisations and the Public Services National sector. The outputs will cover DVLA’s website, non-website and overall services and will be used to support performance monitoring, reporting, and external benchmarking requirements (including Customer Service Excellence and DVLA’s Strategic objectives).

In addition, the Discovery Roadmap membership provides enhanced value for money by incorporating the Public Services National Sector Reports, broader insight, benchmarking surveys (customer, employee and trust), and access to research, training and sector engagement. This enables more comprehensive performance evaluation and supports continuous service improvement.

ICS is the sole provider of UKCSI research and reports. Retaining this data source ensures consistency with previous years, enabling direct year-on-year comparison of DVLA’s performance.