The Driver and Vehicle Licensing Agency (DVLA) has selected Virgin Media Business to provide its business phone lines, supported by a hosted call management system. The deal, worth £6.7 million over three years, was awarded to Virgin Media Business following a competitive bid process.
The solution will handle around 20 million calls a year, as DVLA staff support drivers across the country with queries on matters ranging from driving licences, to car tax and registration.
The new call management platform, hosted on the Virgin Media Business network, will route all of the DVLA’s incoming calls made to its non-geographic numbers beginning with ‘08’ and ‘03’, allowing it to control and manage call routing plans in real time. This means that if a new call handling requirement is needed, it can be added quickly and easily, without delay. It also allows the DVLA to monitor how well calls are being handled.
With its telecommunications delivered using the 186,000km Virgin Media Business fibre optic network, the new system will allow the DVLA to connect more sites to its network quickly.
The DVLA network will be bolstered by a further layer of resilience through the full Public Services Network (PSN) accreditation, awarded to Virgin Media Business in August this year. Virgin Media Business is one of only two service providers with full PSN compliance and the accreditation comes after a successful security audit across the entire Virgin Media network, in accordance with the UK’s new NGN 2-2-4 security standards.
Gerry Arthurs, Head of Public Sector South at Virgin Media Business said: “We all rely on the ability to pick up the phone and reach who we need to, when we need to. Having a sturdy, reliable network at the heart of your communications is crucial for every organisation and we’re delighted to be working with DVLA to support its nationwide structure.”
Clive Powlson, Telecoms Category Manager at DVLA commented: “With 44 million drivers and 34 million vehicle keepers in Great Britain, it’s vitally important that when our customers want to contact us to discuss the services we provide them, they are able to do so in the most reliable and cost efficient way possible. Virgin Media Business has put forward a viable proposal that supports DVLA in its commitment to provide a quick and efficient service for our customers, whilst offering great value for money.”