UK government agency becomes first in the world to achieve ‘five star’ service desk certification
By Mia Hunt on 20/08/2026 | Updated on 20/08/2026
Photo by Amy Whitney via Flickr under CC BY 2.0
The DVLA is one of only seven organisations in the world to have achieved top-level certification for IT support desk excellence – and the only public sector body to have done so
The UK’s Driver and Vehicle Licensing Agency (DVLA) has become the first government organisation in the world to receive 5-star ‘World Class’ certification from the Service Desk Institute (SDI).
The certification is an internationally recognised benchmark for IT service management excellence. Of the 95 organisations to have received service desk certification to date, only seven have achieved World Class status and the DVLA is the only public sector organisation to do so.
The certification is measured against the Global best practice standard for service desk and recognises organisations that have successfully embedded service excellence into their culture. Organisations that receive certification must demonstrate that leadership inspires continual improvement, that people are empowered to innovate, that customers recommend the service, and that service management is a strategic contributor to organisational success.
The DVLA’s service desk team provides IT support to agency employees, including helping colleagues log in to their devices, processing requests for equipment, software or access to systems, and providing advice and guidance on using DVLA’s IT services.
The team coordinates with digital service teams across the agency – including those specialising in infrastructure, applications, cybersecurity, access management, and suppliers – to make sure issues and requests are dealt with by the right people.
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Achievement reflects ‘ongoing commitment’ to supporting colleagues
Tim Moss, chief executive of the DVLA, said: “This is a truly outstanding achievement and a testament to the dedication and professionalism of everyone in our service desk team. Being recognised as a World Class service desk, and the first government organisation in the world to reach this standard, reflects our ongoing commitment to supporting our colleagues across the DVLA, ensuring they have what they need to continue delivering excellent services for our customers.”
The DVLA is sponsored by the Department for Transport. Its service desk has been certified by the SDI since 2019. Its sister organisation, the Driver and Vehicle Standards Agency has a four-star rated service desk.
Other public sector organisations to have received certification of between two and four stars include the World Health Organization, the Bermuda Monetary Authority, a number of UK National Health Service trusts and bodies, Leicestershire County Council, and several UK universities.
Paul Rodrigues, SDI’s chair and chief executive, said: “The DVLA service desk has demonstrated that public sector organisations can set standards that others aspire to achieve. This accreditation challenges outdated perceptions of government services and establishes a new benchmark for operational excellence across the public sector, both within the United Kingdom and internationally.”
The government said the certification builds on the DVLA’s commitment to continual improvement and digital transformation. The agency said it would work to maintain the standard and ensure that its service desk “remains at the forefront of excellence and continues to play its part in helping deliver reliable, high-quality services for the millions of customers and organisations that rely on the DVLA every year”.
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