Dvsa Service Level Agreement

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The Driver and Vehicle Standards Agency`s (DVSA) Integration and Service Management Tower (SIAM) was responsible for the core IT processes and the Service Desk. As the incumbent`s long-term contract expires, frustration with the existing service, and disillusionment within the Agency with ways to improve it, DVSA decided to bring the service in-house to increase control and transparency and better serve IT customers. We will check our performance in collaboration with the interbranch organisations and evaluate it at this level of service. We also reviewed our application forms, opened more locations and trained more staff to test IVA vehicles after customers returned. Working as a subcontractor for a large IT services company during a large ServiceNow implementation, Arron and the team saw gaps in the plan that were well outside their area of work. The agency did not have an internal trial owner…