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DVSA

Driving Efficiency Through Centralized Knowledge

The Driver and Vehicle Standards Agency (DVSA) plays a critical role in keeping the UK’s roads safe, supporting millions of drivers and vehicle operators.

With a high-volume contact center handling a wide range of enquiries from theory tests to MOTs and licensing the DVSA needed a better way to equip agents with fast, accurate, and consistent answers. That’s why they turned to Polly.Help.

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Customer Opinion

With Polly.Help, our agents have one place to find everything they need. It’s drastically reduced the time spent searching for answers and ensures we give consistent, accurate advice to every caller.

Tim Allison,
Service Support Manager, Driver and Vehicle Standards Agency

The Challenge

  • Growing complexity across topics handled by the contact center
  • Inconsistent answers across agents and shifts
  • Long onboarding time for new agents due to fragmented documentation
  • Difficulty maintaining version control and auditability for regulated information

The Polly.Help Solution

DVSA implemented Polly.Help as their internal knowledge portal to serve as a single source of truth for contact center agents.
  • A structured internal knowledge base tailored to DVSA’s wide array of services
  • Embedded directly within the DVSA agent desktop for easy, context-sensitive access
  • Role-based content delivery to guide junior, experienced, and specialist agents alike
  • Ongoing feedback loops to improve knowledge based on agent insights
Live demo video

The

Results

  • Reduced agent handling time across all contact types
  • Increased first-time resolution rates by standardizing answers
  • Improved new agent ramp-up time through structured guidance
  • Streamlined internal governance with knowledge ownership workflows
  • Higher agent satisfaction and confidence on complex enquiries

A Knowledge Foundation for Future Innovation

With Polly.Help now fully embedded in their operations, DVSA is well-positioned to scale and optimize further.

From supporting AI-ready content for future chatbot integration to reducing reliance on subject-matter experts, Polly.Help lays the foundation for smarter, more agile public service.

Want to give your agents the knowledge advantage like DVSA?

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.
See more success stories
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Polly.Help B.V.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025