DVLA Unifying Knowledge to Enhance Citizen Services

A Platform for Sustainable CX Excellence
The Driver and Vehicle Licensing Agency (DVLA) needed a robust solution to streamline over 150,000 daily interactions, reduce handling time, and deliver consistent support across channels.

With storm® CKS a white-label version of Polly.Help they centralized knowledge and empowered agents with real-time, trusted answers.
Customer Opinion

This award-winning project has given us the power to take control of our services, and allows us to self-sufficiently govern our processes in-house.

Robert Holohan,
Head of Channel Management, DVLA

A Platform for Sustainable CX Excellence

By embedding storm® CKS powered by Polly.Help DVLA transformed fragmented knowledge into a strategic asset. Today, agents deliver faster, more consistent support while customers benefit from improved self-service and reliability.

With millions of citizens relying on their services daily, DVLA’s knowledge is no longer a hidden asset — it’s a critical driver of public service success.

Ready to turn your knowledge into a powerful service advantage?


The Challenge

  • High volumes of daily interactions across voice, web chat, and email
  • Fragmented knowledge sources leading to long average handling times
  • Inconsistent citizen experiences depending on the channel or agent
  • Limited visibility into knowledge performance and content governance

The Polly.Help Solution

(via storm® CKS)
  • A centralized knowledge base integrated directly into the agent desktop
  • Real-time delivery of context-aware articles, decision trees, and summaries during live interactions
  • Structured content governance with ownership, review workflows, and audit trails
  • Unified publishing across agent assist tools, chatbots, and self-service portals
  • Seamless integration with customer history, CRM, and communication tools all in one interface

The

Results

  • Saved approximately 150 seconds per interaction, significantly reducing average handling time
  • Millions saved annually through operational efficiency and reduced contact volume
  • Improved scalability — handling increasing demand without scaling agent headcount
  • Consistent, structured answers delivered across all support and service channels
  • Recognized as a top-performing public sector organization in service improvement

More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
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unlocks Seamless Access to
Curated Knowledge Anywhere,
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