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Kainos: Driver Theory Test: One of the most complex digital transformations in UK Government

  • Written by Kainos

    Digitally transforming the driver theory test

    The driving theory test is a rite of passage for 1.6m drivers annually, and often one of citizens’ first interactions with UK government. This project revolutionised how DVSA delivers the test and candidates’ experience, bringing the service in-house after being outsourced for 19 years, representing one of the most complex digital transformations in UK government.    

     The new service, delivered against the backdrop of unprecedented demand for Theory Tests caused through pausing testing during COVID-19, is one of the largest online testing initiatives globally, facilitating 3m tests annually and lays the foundations for future transformations including autonomous and electric vehicle technologies.  

    About the Driver and Vehicle Standards Agency (DVSA)

    The DVSA enables motorists to stay safe on Britain’s roads by helping all drivers through a lifetime of safe drivingKainos and DVSA have been in partnership for over eight years and have developed multi award-winning solutions together. 

    Service requirements

    1. Disaggregate 19-year-old legacy service, bringing in-house
    2. Improve customer experience (CX) via multi-supplier test centre model
    3. Prioritise accessibility for 19% of test takers who require additional support
    4. Drive scalability to meet unprecedented post-COVID-19 demand

    Service results

    1. £15.4m savings projected over 5 years
    2. 96% customer satisfaction
    3. 129% increase in tests with accessibility adjustments
    4. Up to 15,000 bookings per day, more than double previous record

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