Driving Standards Agency
P.O. Box 280
NEWCASTLE UPON TYNE
NE99 1FP
Enquiries and Bookings:0300 200 1122
Direct line: 0191 201 8085
customer.services@dsa.gsi.gov.uk
www.direct.gov.uk/drivingtest

Our ref

February 2008

IMPORTANT INFORMATION FOR CONTACTING US BY TELEPHONE

From Friday 15th February, we are implementing our new IVR (telephone options menu) for callers to the national number for enquiries and bookings.

It is important to note that the “fast track” numbers allowing regular callers like yourselves to leapfrog the information messages will change from that date. If you use the old numbers, you will not get through.

Callers should dial 0300 200 1122 then press:

11 for theory tests
25 for practical car test bookings
26 for Trainer Booking LGV, PCV and Motorcycle practical tests

Our new IVR is more customer friendly and ensures callers are put through to the Contact Centre Agent best qualified to answer each call.

Over the past couple of months every single caller has had to listen to a “Fair Processing” message resulting in longer call times. This will now be presented as an option which fulfils our legal requirements.

There are occasions when the volume of calls is greater than the number of Agents available. Our new system will allow us to queue more calls and advise callers how long the average time to answer is at regular intervals.

Our aim is to answer all calls quickly and efficiently. Our Agents are already dealing with general enquiries, which in the past were dealt with by various departments in Head Office Nottingham. We have installed a Knowledge Management system that enables them to provide the correct answer quickly. If the Agent is unable to answer your question, the call will be transferred to the relevant department. A process to capture new questions and answers is in place enabling the system to be updated on a daily basis.

Over the next few months more Head Office enquiries will be answered by our Contact Centre. By having one number to ring and one team to answer, callers will find a much more efficient service is provided.

Jason Falk
Customer Operations Manager