Content Guru and DVLA Shortlisted at CCA Excellence Awards 2024

Content Guru, one of the world’s largest vendors of cloud contact centre and customer experience (CX) technology, and the Driver and Vehicle Licensing Agency (DVLA), an executive agency of the Department of Transport, have together been shortlisted for the ‘Best Technology Partnership” category at the CCA Excellence Awards 2024.

Content Guru’s storm® cloud contact centre solution has enabled the DVLA to cement their position as leaders of digital innovation within Government. As of July 2023, the DVLA was rated Britain’s most improved public sector organisation in the UK Customer Satisfaction Index (UKCSI), the only public sector organisation to increase in customer satisfaction, and was the country’s fourth most improved CX provider overall.

Since the implementation of storm, the DVLA has been able to transform the way in which it communicates with motorists and queries involving vehicle taxation, personalised registration sales and driving licences. storm has allowed the DVLA to expand its contact channels to a full omni-channel model encompassing voice, email, webchat, and social media. Nationally, the DVLA has enhanced its reputation as a standard bearer for central government in terms of digital citizen interaction by utilising storm’s intelligent automation capabilities, artificial intelligence (AI), and the ability to implement customer feedback channels, including gathering CSAT from voice, email, and web chat to capture direct spoken or written feedback from each interaction.

The CCA Excellence Awards recognise world-class professional achievement in customer service and are judged by a panel of experts from a range of sectors and specialisms. The winners of the CCA Excellence Awards will be revealed at an esteemed awards evening, held in Glasgow on the 25th of April 2024.