"Keypoint has become an important survey tool on our business toolkit."

Eirian Jones - Efficiency Support Group

Situation

The DVLA are faced with daily challenges from a wide range of internal and external clients with whom they communicate to provide an effective service.

They are presented with the ongoing challenges of improving the working conditions of staff, job satisfaction and employee involvement whilst also improving services and raising increasing customer satisfaction.

The Business Challenge

The DVLA wanted a solution that would let them develop a programme of internal and external research studies aimed at improving both their services to both their internal and external customers.

Their aim was to source a product that gave them control of the entire survey process including forms design and publication through to data correlation, analysis and presentation.

In addition the DVLA wanted a solution that did not require 'expertise' and could be used by staff members without extensive training or IT skills.

Flexibility was also key, and the chosen solution had to provide the DVLA with the ability to publish their surveys in three ways including hard copy format, on the web or as an attachment to an email.

Cost was also an important factor, as the DVLA needed a solution that met their budgetary needs and had a clearly defined development programme making their chosen solution a sound financial and technical investment.

Solution

After careful consideration and testing the DVLA settled on Keypoint to help it implement it's research programme.

Keypoint gave the DVLA complete control of, not only the survey process but, equally important data that was gathered during the survey.

Benefits

By implementing Keypoint the DVLA have enjoyed benefits such as:

• Rapid design and deployment of both internal and external surveys.

• A better understanding of the attitudes and opinions of staff, customers and suppliers.

• An insight to where cost savings are achievable.

• Flexible survey options to improve response rates.

• Consistent data for improved decision processes.