How DVSA became an award-winning digital services provider

The driving force enabling DVSA’s digital business transformation

WEBINAR – 21st November 2017

Emergn client - DVSA

“…one of the best Agile projects we have seen in flight in government to-date, and can be seen as an exemplar of the benefits of working collaboratively in an agile way.”
Government Digital Service (GDS) Review, May 2016

Driver and Vehicle Standards Agency (DVSA) is an executive agency of the Department for Transport. DVSA’s purpose is to help people stay safe on Britain’s roads and deliver their vision for safer drivers, safer vehicles and safer journeys. Each year, DVSA has more than 47 million interactions with users of their services.

In 2015, with the help of Emergn, DVSA identified the opportunity to deliver better value to their users and embarked on a journey together, moving towards an enterprise service management model and product-oriented business structure.

DVSA followed an incremental change approach, allowing them to gradually change the mindset and culture of their people and put in place an end-to-end operating model around delivering digitally enabled services. This transformed DVSA from a supplier-led to a more user-centred, value-driven and design-focused organisation.

In this webinar, Emergn’s Nikos Papadellis (Director of Public Sector), DVSA’s James Munson (CIO) and Alex Fiddes (Programme Delivery Executive) shared their digital business transformation journey and how DVSA:

  • Is transforming into a digitally enabled service organisation
  • Became a leading force in digital and cloud-based services
  • Built their new internal digital delivery capability from scratch
  • Was the first Government agency in the UK to host a large transactional service on AWS
  • Reduced the mean-time-to-production of a release from months to days


James Munson


James is moving DVSA towards a product business structure, including service and product management, with service backlogs driving the change agenda. Key product innovations are now moving away from long-term outsourced products, with limited flexibility and services where IS had little control, to those developed, delivered and continuously improved in-house in an agile way. James is recognised within the CIO 100 for 2017.

Alex Fiddes


Alex leads the delivery of all major Agile Transformation Programmes in DVSA, such as the award-winning MOT Service, Commercial Vehicle Service, Driver and Rider Service and the new Theory Test Service. A strong advocate of customer-centric service model, adopting Agile methodologies across the whole end-to-end service delivery.

Nikos Papadellis


Nikos leads the Public Sector practice for Emergn, supporting organisations to empower their people with the right skills, capabilities and operating models to successful digital business transformations continuously driving change, innovating, improving citizen experience and advancing public services.