DVLA becomes first government organisation in the world to achieve 5-star Service Desk certification
The DVLA’s Service Desk has become the first government organisation globally to earn 5-star World Class certification from the Service Desk Institute, recognising excellence in IT support and public sector service standards.
The Driver and Vehicle Licensing Agency (DVLA) announced it has received 5-star World Class certification from the Service Desk Institute, marking the first time a government body worldwide has achieved this standard. The certification evaluates organisations on leadership, innovation, customer advocacy, and strategic service management. DVLA’s Service Desk supports internal colleagues and acts as a gateway to broader IT services, ensuring staff have the tools required to perform their roles effectively.
The award places DVLA among seven globally certified organisations, distinguishing it as the sole government entity to reach this level. The DVLA stated this recognition reflects its commitment to supporting colleagues and maintaining high service standards for customers. The certification challenges perceptions of public sector service quality and sets a new benchmark for operational excellence in government.
DVLA’s achievement follows its ongoing digital transformation and focus on continual improvement. The agency will collaborate with the Service Desk Institute to sustain the 5-star standard, ensuring its Service Desk remains a leader in excellence. This accreditation underscores the potential for public sector organisations to meet private-sector benchmarks.
The certification applies to DVLA’s internal Service Desk, which provides essential IT support to agency staff. By meeting World Class criteria, DVLA demonstrates that government services can achieve and maintain high operational standards, benefiting the millions of customers and organisations that depend on its services annually.