The Driver and Vehicle Licensing Authority (DVLA), in partnership with VFS Global, has commissioned a new service centre at Ring Way West in Accra as part of its expansion drive aimed at improving customer experience and accessibility.
Speaking at the opening, the Deputy Chief Executive of DVLA, Foster Akwasi Asante, said the centre reflects the authority’s policy of engaging private partners to help the government deliver critical services to the public.
“DVLA alone cannot shoulder the workload, and so partnerships like these are key to bringing services to the doorstep of our cherished customers,” he said
Mr Asante further noted that such partnerships not only boost government’s revenue but also provide convenience and promote compliance among clients who might otherwise avoid essential services like vehicle registration and license renewals due to limited access.
The Director of Driver Training, Testing and Licensing at DVLA, Mr Kafui Semevor, also outlined the services available at the new centre, which include new driver’s license applications, renewals, upgrades, and international driver’s licenses.
He revealed that the centre offers a premium service experience, with new applicants able to receive their licenses within two weeks.
“In our bid to enhance customer satisfaction and accessibility, we have rolled out innovations like voice-assisted computer testing in local languages,” Mr Semevor said.
He said the tests were no longer strictly in English and that the authority was piloting Twi, Ewe, Hausa, Ga, Nzema, and Dagbani expected to follow soon.
Mr Semevor added that the move was already yielding results saying that “The pass rate for the new testing system stands at about 70 per cent indicating that many people who may have previously avoided testing are now coming forward.”
“This is not just about licenses. It is about building trust, eliminating barriers, and meeting the people where they are,” he stated.
On his part Head of VFS Global, Sub-saharan Africa, Mr Alok Singhal, said his outfit was confident of delivering applicant’s with a world-class service experience by leveraging its global experience of providing transparent and scalable solutions to clients.
“The conveniently located centre will offer a more personalised experience and is equipped to handle higher application volumes with expedited processing times,” he added.
BY ESINAM JEMIMA KUATSINU