Awarded contract

Provision of UKCSI Data & Discovery Roadmap Membership

Details

Buyer: Driver and Vehicle Licensing Agency
Supplier(s): INSTITUTE OF CUSTOMER SERVICE
Value: £63,100
Duration: 3 years
Topic: Membership organisation services
Published: 10 August 2026
Source: uk:find_a_tender

Tender description

The requirement is for a three-year Institute of Customer Service (ICS) Discovery Roadmap Membership, together with bespoke UK Customer Satisfaction Index (UKCSI) analysis provided twice yearly (January and July). DVLA requires continued access to tailored UKCSI analysis to benchmark customer satisfaction performance against other organisations, including comparison with top-performing organisations and the Public Services National sector. The outputs will cover DVLA’s website, non-website and overall services and will be used to support performance monitoring, reporting, and external benchmarking requirements (including Customer Service Excellence and DVLA’s Strategic objectives). In addition, the Discovery Roadmap membership provides enhanced value for money by incorporating the Public Services National Sector Reports, broader insight, benchmarking surveys (customer, employee and trust), and access to research, training and sector engagement. This enables more comprehensive performance evaluation and supports continuous service improvement. ICS is the sole provider of UKCSI research and reports. Retaining this data source ensures consistency with previous years, enabling direct year-on-year comparison of DVLA’s performance. ## Contract award

Timeline

Completed: Award published10 August 2026
Current notice
Completed: Award date10 August 2026
Next: Contract expiry date31 July 2029in 3 years

About the buyer

The Driver and Vehicle Licensing Agency runs driver and vehicle registration services, and buys as a central government agency through a virtual procurement team shared across the Department for Transport family. Much of its buying follows Cabinet Office guidance and pan-government arrangements for office solutions, temporary staff, travel and uniforms. Strategic contracts cover categories such as ICT, telephony, estates, print and mail, and enforcement work like wheel-clamping.

Over the past 5 years, most of Driver and Vehicle Licensing Agency's contract awards have been in IT services, software and information systems and business services.

Decision makers

Connect with the people behind this procurement.

Job title	Phone number	Work email
Head of Procurement	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov
Commercial Director	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov
Procurement Manager	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov
Category Lead	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov
Senior Buyer	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov
Contracts Manager	+44 •••• ••••••	••••••••@driver-and-vehicle-licensing-agency.gov