DVLA - Managing Vehicle Information
The Solution
Shergroup and SherwoodsBPO came up with the answer jointly - Outsourcing. The whole process of DVLA checks was outsourced to the SherwoodsBPO facility in India to achieve quicker actioning of the cases. SherwoodsBPO ensures that the DVLA/HPI check result is available within 2-3 working days of the Enforcement Officer levying on the vehicle. Several steps were taken to ensure success of the process:
- Designing the Manuals, DTP's, and process migration documents mentioning the
rules and methods for communication and escalation. Mapping process flows
and maintaining track of all the updates and process related queries. These are
documented on a daily basis along with their responses so that the process
flow is defined properly, which then are further used in carrying out the
process
- Making sure that everything is planned in a systematic manner as per the blue
print drawn to ensure interlinking and updating of information required in all the
3 systems (Sherpa Desk Top, Sherpa QC & HPI Site). This ensures that all the
DVLA Reports are made on time, with high levels quality and accuracy
- Making sure that all the necessary checks/reports deciding the next course of
action are done extremely carefully
- Checking of different kinds of vehicle Ownership
- Sending and getting responses on a daily basis and ensuring a turn around time
of 24 hours. Taking appropriate actions on the cases based on the responses
received and generating letters to be sent to the Client and Defendant. This
helps maintain efficient and consistent performance and decide on further
Course of action in an organized manner as per the defined process flow
- A quality control process was designed to ensure quality and integrity of data
with strict quality and accuracy standards
- The offshore team provides value added services by brainstorming new ideas
with the client and reworking the process for enhanced performance
As a result, over the last three months, 900 plus Cases have been processed.
