Meet the Awards 2022 Finalists: DVSA

Posted on Thursday 17 March 2022.

In the run up to the SDI Awards 2022 gala dinner and prize-giving on 22 March, we’ve been asking our finalists about their experiences, reasons for entering and hopes for the future. Here’s the story from Driver & Vehicle Standards Agency (DVSA):

Finalist – Best (Small to Medium) Service Desk 2022

What made you decide to enter the awards?   

DVSA decided to enter the awards to showcase how we have transformed our internal IT service desk into a 3 star desk at first audit. As well as bringing in Second line and a Logistics and Dispatch department , customer experience team into user services.


What part of the awards process did you enjoy the most?  

For us it was collaborating with all departments to ensure that the processes that they carried out were written down to remove any single point of failure. Another one of the biggest enjoyments for us as a Team was seeing us go from an initial score of 1.82 from the SDI Assessment Audit in June 2020, to 3.37 in the June 2021 certification – with 8 out 9 concepts above Industry standard.


In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance?   

Introducing Live Chat and Virtual Agent into the IT Service Management Tool Service Now , and creation of the Customer Experience Team and the in-housing of Second Line support and the Dispatch Centre. Since we have in-housed these functions, to date it has been successful and the feedback from our end users that items are now dispatched quickly and the support from the second line is excellent.


What are your top 3 tips to make a service desk successful?   

1. Understand what “good” looks like.

2. Build on a great relationship with your internal teams.

3. Hire people into your team that also want success and are proud to work with us.


What one thing do you think really makes you stand out as a service organisation?   

We have tenacity; when we set our minds to achieve something, we do what we say we are going to do.


How are you preparing to evolve your service desk over the next few years? Please share your most exciting plan with us!   

We have recently surveyed our end users on their feedback on the internal User Portal (which is the ITSM tool) to understand their frustrations. We are now utilizing that feedback to not only redevelop both the request and incident modules but to improve the Virtual Agent to make them more user friendly.


If you could choose any celebrity to work on your service desk, who would it be?  

Stephen Bartlett – he knows what good looks like, and has become a multi-millionaire by the age of 26. He’s passionate about everything he gets involved in.


What does  it mean to your team to be a finalist in the ‘Best (Small-Medium) Service Desk’ category?    

It means a lot as we are proud to showcase how we have changed and developed over the past 4 years.


What advice would you give to anyone entering the awards next year?   

Have a go and showcase your team. It’s not all paperwork and presentations, you get to have your creative juices flowing in creating a fun 2 minute video, too!


What would you do to celebrate if your team won ‘Best (Small-Medium) Service Desk 2022’?  

We’d no doubt have some team drinks after work, and share our success with the rest of the business!


Find out more about this year’s Awards categories and watch the highlights from the last Awards ceremony for a taster of this incredible event and what it means to our community.

SDI Awards are sponsored by:



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