In-Person Counter Services for DVLA Customer Transactions

The Driver and Vehicle Licensing Agency (DVLA) is seeking to procure in-person counter services to enable UK customers to conduct a variety of transactions, including vehicle tax payments, across England, Wales, Scotland, and Northern Ireland. The DVLA processes over 77 million transactions annually and maintains records for 50 million drivers and 47 million vehicles. While most transactions are now digital, the DVLA recognizes the need for accessible in-person services with widespread geographic coverage and flexible opening hours. The successful supplier(s) will be responsible for: enabling customers to complete various DVLA transactions in person; providing access to DVLA application forms; accepting multiple payment methods; performing transactional and payment reconciliation with regular reporting; verifying customer identity through physical document checks; securely exchanging data with DVLA systems; and returning customer documents to DVLA. The contract is expected to run for up to seven years (potentially 5 years plus two optional 1-year extensions), with an estimated contract value based on current assumptions. Please note that the scope, service requirements, contract duration, and estimated values are provisional and subject to change during this preliminary market engagement phase.