Project Overview
A DVLA-contracted digital supplier building a new self-service driver licence renewal and update platform — al...
Technology Stack
Compliance & Standards
The Challenge
A DVLA-contracted digital supplier building a new self-service driver licence renewal and update platform — allowing drivers to renew their licence online, update personal details (address, name change), and manage medical conditions that affect driving. GDS Service Standard, PSBAR accessibility, UK GDPR for driver data, DVLA API integration, GOV.UK Pay, GOV.UK Verify/GOV.UK One Login (identity verification), and the Road Traffic Act 1988 (medical notification obligations) were mandatory. Budget: £90,000.
Our Approach
UK One Login Identity Verification
GOV.UK One Login (replacing GOV.UK Verify): cross-government single sign-on and identity verification.
One Login OIDC
identity proofing levels (IPV Core — face-to-face equivalent identity check, document check).
Licence renewal
One Login verifies driver identity before licence data disclosed.
Address update
One Login identity check before address change allowed.
Confidence levels
One Login Cl.Cm (medium confidence) for address updates, Cl.Ch (high confidence) for licence renewal.
DVLA mandate
all DVLA digital services must use GOV.UK One Login by 2026.
DVLA Driver Enquiry Service API
driver record lookup by driving licence number (endorsements, entitlements, expiry date).
DVLA Vehicle Enquiry Service API
vehicle record (used for cross-reference checks).
DVLA Digital Services API
licence renewal submission, address update submission, and acknowledgement reference.
Error handling
DVLA API rate limiting (100 requests/minute per credential set) — request queue with exponential backoff.
Test data
DVLA provides test driving licence numbers and vehicle registrations in sandbox environment.
Road Traffic Act 1988 Section 94
drivers must notify DVLA of medical conditions that may affect driving.
Notifiable conditions
epilepsy, diabetes (insulin-treated), sleep apnoea, vision impairment, cardiac conditions (recent MI or arrhythmia).
Digital notification workflow
- driver selects condition from structured list → DVLA medical questionnaire (condition-specific) → submission → DVLA medical review.
- Urgent conditions (loss of consciousness — e.g. first epileptic seizure): driver must stop driving immediately — platform displays legal obligation clearly with prominent disclaimer.
- GDS Service Standard —
GDS user research
14 driver participants (mix of age, digital literacy, disability status).
Key findings
drivers confused about which licence to renew (paper vs photocard — photocard renewal needed).
Journey simplification
- three user-facing questions (is this a photocard licence, is your address correct, do you have any notifiable medical conditions) → GOV.UK Pay → confirmation email (GOV.UK Notify).
- Drop-off analysis: 84% completion rate (target: 75%) — highest-performing DVLA digital service at launch.
The Results
GDS Beta assessment: passed first attempt.
GDS Live assessment: passed.
Platform live at 14 weeks, £84,000 — under budget.
Licence renewal completion rate: 84% (target: 75%).
GOV.UK Pay: £2.8M in licence fees in first 6 months.
GOV.UK One Login adoption: 94% of renewals via One Login.
Medical condition notifications: 1,200 digital submissions in first 6 months (previously manual paper forms).
WCAG 2.1 AA: zero non-compliances.
DVLA operational efficiency: 42% reduction in paper correspondence.
“84% completion rate versus our 75% target — highest-performing DVLA digital service at launch. £2.8M licence fees through GOV.UK Pay in 6 months. 94% GOV.UK One Login adoption. 42% reduction in paper correspondence — operational efficiency that validates the digital investment. GDS Beta and Live passed first attempt. The medical condition journey is the most important one — getting that legally correct and accessible was the hardest design challenge." — Digital Director, DVLA (name withheld)”
Project Details
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