Customer Feedback
The Vehicle and Operator Services Agency (VOSA) takes good customer service very seriously and is continually striving to find ways of improving the services it provides.
We recognise that we can only achieve our overall aims of improving road safety, reducing vehicle crime and increasing environmental standards by working in partnership with our customers.
In 2000, the Government announced a new consumer focus initiative for public services. The aim of this was to be more responsive to customers by listening more to what they have to say and acting to improve existing services and develop new ones. To contribute to this, consumer champions were appointed in every Government Department and Executive Agency.
VOSA now runs an annual programme of initiatives specifically aimed at listening to our customers and improving our services to meet your needs.
DVO Operator Workshops
During 2006/07, the Driver, Vehicle and Operator Group (DVO) of agencies will be conducting a further programme of regional operator workshops.
VOSA will be continuing to manage these and will be joined by colleagues from the Driver and Vehicle Licensing Agency (DVLA), the Driving Standards Agency (DSA), and the Highways Agency.
The workshops will provide an opportunity for operators to ask questions, share information and concerns with the agencies at first hand and debate issues that have an impact on them. They are designed to improve operator awareness of the services currently provided, and to seek their input to the development of new ones. This is intended to contribute towards the improvement of road safety and improved compliance. Dates for these events can be seen in our Events Diary .
Commercial Customer Research
This year’s Customer Satisfaction Surveys of commercial operators and drivers, fitters and presenters will take place in the autumn, with results to the VOSA Board before Christmas 2006. All Customer Satisfaction Surveys can be downloaded from the VOSA website.
MOT Garages Survey
A VOSA survey of MOT Garages will be conducted in the second quarter of 2006/07.
MOT Private Motorist’s Surveys
A further DVO Private Motorist’s Survey will take place towards the end of 2006/07, and this will include a section on the MOT.
Survey Action Plans
In order to make full use of the information gathered through our surveys, to identify issues, introduce appropriate actions, focus our efforts appropriately and to provide a satisfaction score on our performance, we compile action plans based on the responses.
Appropriate action plans will be put in place based on 05/06 results and will be rigorously monitored.
Traffic Commissioner Seminars
A programme of Traffic Commissioner seminars is planned for 2006/7 aimed at educating operators about the role of the Traffic Commissioners and the developments being progressed by VOSA. This is intended to contribute towards the improvement of road safety and improved compliance. These again will be listed in our Events Diary .
