DVLA
Unifying Knowledge to Enhance Citizen Services
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.
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 HolohanHead of Channel Management, DVLA
Where it started
What was in the way.
With Polly.Help they centralized knowledge and gave agents real-time, trusted answers. That same validated base is what their AI assistants now read from.
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
What was built
One foundation, four decisions.
What it delivered
What changed for DVLA.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.