Millions of drivers across the UK could be impacted by a new DVLA partnership that is designed to streamline its digital services.
The Government is launching the new CustomerFirst scheme to improve services for millions of people across the country.
The CustomerFirst unit will operate within the Department for Science, Innovation and Technology and help to modernise public services and "improve the experience for millions of people who rely on them".
The Driver and Vehicle Licensing Agency (DVLA) will be the first Government organisation to partner with CustomerFirst.
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The unit will "think radically" about how the DVLA handles millions of customer interactions every year.
This will involve different processes, including driving licences, vehicle registrations and other motoring services.
Tim Moss CBE, CEO of the DVLA, said the agency was "excited" to be working with the Department for Science, Innovation and Technology with the Customer First programme.
"DVLA has a track record of delivering great digital services and we are keen to build on this and further develop the next generation of high-quality services that citizens should expect," he added.
The DVLA will be the first organisation to trial the CustomerFirst unit
|DVLA
The Government said the CustomerFirst unit would "make life easier for motorists" with a technology-led approach, such as the use of AI.
One of the AI tools already in operation, Caddy, has supported 31 local Citizens Advice offices, with a 90 per cent approval rating.
The use of AI has also helped transform the Octopus Energy ecosystem, with generative AI tools assisting in drafting 35 per cent of all customer emails.
The CustomerFirst unit is being co-chaired by Octopus Energy CEO Greg Jackson, alongside Tristan Thomas, formerly of Monzo.
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The DVLA has worked to improve its digital services in recent years
|X/DVLA
Commenting on the new venture, Simon Lightwood, Minister for Roads and Buses, said: "Contacting any service provider should be easy.
"Too many people are stuck waiting on hold or filling out the same forms again and again.
"Beginning with DVLA, we're using modern technology to help drivers handle their licences quicker and easier, helping motorists get the best support."
The Labour MP for Wakefield and Rothwell said the Government wanted to make it "as simple as possible" to get drivers on the road.
Minister of State for Digital Government and Data Ian Murray MP, with Greg Jackson, CEO of Octopus and CustomerFirst co-chair, at a visit to their HQ
|CUSTOMERFIRST
As part of its most recent strategic plan, the DVLA said it would aim to exceed its total digital and automated interactions by 90 per cent.
This was part of a wider plan to allow motorists to access more DVLA services via digital services, namely the "Driver and vehicles account".
It added that it wanted to retain its Customer Service Excellence Standard and Customer Contact Association Global Standard 8.
Another aim was to provide customer IT service availability of 99.5 per cent for vehicle tax, vehicle management, personalised registration and driver licensing online services.