UK Public Sector Contracts & Tenders

Provision of Contact Centre and Telephony Solutions

Scope – Procurement Description: DVLA maintains the records of over 50 million drivers and about 47 million vehicles in the UK. We collect an estimated £8 billion a year in vehicle tax and process over 77 million transactions a year. Most transactions are digital, but we also offer an in-person channel for our customers who want or need it. DVLA plans to re-procure the supply of in-person services to DVLA's customers on our behalf, which would include the ability for DVLA customers to transact in-person, with widespread coverage across England, Wales, Scotland & Northern Ireland and with wide-ranging opening hours to cater for a diverse range of customers. The services could involve one or more third party suppliers being able to: • Enable customers to carry out, in-person, a variety of DVLA transactions (including vehicle tax). • Enable access to DVLA application forms. • Accept a variety of payment methods. • Complete transactional & payment reconciliation, and report routinely on transactional and financial data. • Verify customer identity, including physical documentation checking. • Exchange data securely with DVLA's systems to support customer transactions. • Return customer documents to DVLA. Contract value estimates are based on an assumed contract duration of up to seven years (potentially 5 years followed by two optional 1-year extensions). However please note that the scope and contract duration are still being considered, so the service requirements, dates, and estimated values stated in this notice are provisional and subject to change.

DVLA requires a Merchant Acquirer service to ensure service continuity and enable the acceptance of credit and debit card payments from card issuing banks. The MA service must support payment options for a range of DVLA services, including (but not limited to): • Electronic Vehicle Licensing (EVL) • Personalised Registrations (Sales and Retain) • Enforcement Penalty Payments • Driver Licence services • Tachograph Company and Driver Cards • Trailer Registration • Duplicate and Replacement Registration Documents • Driver Customer Services • Vehicle Excise Duty (VED) Recovery • First Registration • Online Enforcement Penalty Payment (OEPP) • Registration of Number Plate Suppliers (RNPS)

Provision of Laboratory Services for Testing of Alcohol Dependency for DVLA

The Driver and Vehicle Licensing Agency (DVLA) is undertaking preliminary market engagement in advance of a future procurement for the provision of debt collection services. The requirement will support DVLA in the recovery of outstanding debts arising from its statutory functions. The services are required include a ‘prime’ contractor who is FCA regulated. Interested parties are required to have the capacity and capability to oversee a panel of subcontracted DCA’s to provide continuity and scalable placement capability across the lifecycle of the DVLA debt collection process. Suppliers who are interested in this opportunity must have the capability to arrange re-payment of each DVLA case whilst carrying out services such as: • Enrichment; • Segmentation (based upon customer circumstances and propensity to pay); • Continuous Improvement; • Management Reporting; • Varying customer contact and engagement activities; • Signposting for vulnerable customers; • Resolution of customer’s outstanding debt, or setting up payment plans, dependent on individual customer circumstances. DVLA is seeking feedback from the market to understand current market capability and capacity, explore innovative approaches to debt recovery and customer engagement, inform the development of the procurement strategy and commercial model, and help shape the future service specification and contractual documentation. For information purposes, DVLA currently out-source circa 60k – 70k placements per month with a current placement period of up to 18 months. (this amount is subject to fluctuation) DVLA would welcome approaches from the market including sub-contracting or consortium bidding in order to deliver the ‘Managed Service’ requirement. This engagement follows the preliminary market engagement activity previously published under notice reference 2026/S 000-044985 (CRN-25-10).