Provision of Customer Service Excellence

DVLA has a requirement to achieve the Customer Service Excellence Standard. We successfully reached the standard for Customer Service Excellence and were certified as a holder in March 2021. DVLA would like to retain accreditation and therefore we require a licensed Certification body to reassess our organisation. The Customer Service Excellence (CSE) Standard is a Rolling Programme assessment process which is made up of 5 criteria with 57 elements in total. DVLA are assessed on 19 different elements each year and must produce documented evidence against each element. The assessment is carried out by an Independent authorised assessor followed by an annual onsite visit or remotely via Microsoft Teams lasting four days.