DVA Telephone Booking Service Celebrates 2 Millionth Caller |
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Sarah Davies 12-May-2010 - [Northgate Managed Services] 21 April 2010 DVA Telephone Booking Service Celebrates 2 Millionth Caller- - Northgate Managed Services continues to provide an effective telephone booking service for local drivers with 99.5% of Callers totally satisfied*- 412,000 Northern Ireland Drivers Opt for Phone Booking ServiceThe Driver Vehicle Agency (DVA) has proven to be a leader in the delivery of effective and efficient public services after receiving its two millionth phonecall booking. The positive uptake of the telephone and online booking system, which has been implemented and managed by Northgate Managed Services since 2004, highlights how the DVA has responded to the ‘Modernising Government’ agenda. Responsible for licensing and testing vehicles and drivers in NI, and operating 15 test centres province-wide, the DVA conducts over 500,000 MOT checks and 40,000 driving tests each year. Key outcomes of the booking system are a streamlined, paperless, time efficient service which provides a seamless transition from booking stage to test lane. All appointments are centrally managed by Northgate allowing customers to select or change appointment dates and pay fees by credit/debit cards, before the information is transferred to the 15 test centres.Carole Hill from Greyabbey was delighted to discover she was the DVA’s 2millionth telephone booking customer, and was presented with a £250 petrol voucher to spend at her local forecourt by Northgate: “I was very impressed with the convenience and efficiency of the telephone booking service and would highly recommend it to other car owners. At a time when fuel prices are increasing, I’m delighted that thanks to Northgate, one very simple, straightforward phone call has resulted in my MOT being arranged – and my tank being filled for a considerable time. ”Commenting on the success of the new booking system, Lee Dodds, contract manager of the DVA booking service said: “Over the last few years the uptake of the telephone and on-line booking service has been exceptional which reflects how our customers favour time efficient options. This is further reflected in the fact that 99.5% of all callers over the last year were totally satisfied with the service they received, which is an outstanding result.”James Turnbull, Managing Director, Infrastructure Solutions, Northgate Managed Services added: “The technology we’re using is entirely customer focused enabling bookings, payments, cancellations, and rescheduling of appointments in a matter of minutes. We’re delighted to be working in partnership with the DVA to deliver this important public service, and we congratulate our 2millionth caller for marking this great milestone.”* Based on the annual average of a monthly survey in which 1% of customers who book through test centre and call centre are surveyed. EndsFor further information contact Claire Bonner, Morrow Communications Tel: 028 9039 3837 |
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