Content Guru and DVLA Wins “Best Technology Partnership” at 2024 CCA Global Excellence Awards

Content Guru and DVLA Wins “Best Technology Partnership” at 2024 CCA Global Excellence Awards

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 awarded the prestigious accolade of ‘Best Technology Partnership” at the CCA Global Excellence Awards 2024.

Content Guru’s storm® cloud contact centre solution, in partnership with Wavenet, 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.

"It's been another incredible year for the businesses in the CCA network. Many difficult situations have been faced, ways of working continuing to evolve, and customers need support more than ever as the cost-of-living crisis presents new challenges,” commented Anne Marie Forsyth, CCA Executive Chair. “Members of the CCA network are self-selecting in their shared goals to improve customer service, and come from public and private sectors, large and small. Lots of lessons have been learned and it is a true privilege to learn of the approaches taken to uphold excellent practices, supporting customers and employees as all strive to deliver the right outcome for the business and the customer. Huge congratulations to all the shortlisted entrants and winners who truly represent the best in customer service."

“This year’s winners should be extremely proud as it was another incredibly competitive year for entrants. Our panel of 30+ judges had a very difficult task due to the high quality of submissions to judge,” added Andrew Mends, Chairman of the Judging Panel and Director of Operations for GAVI Alliance. “We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”