Planning

Transactions at Counter Services - Preliminary Market Engagement Notice

DRIVER AND VEHICLE LICENSING AGENCY

This public procurement record has 3 releases in its history.

Planning

24 Nov 2025 at 13:20

UK2 - Preliminary Market Engagement Notice
Planning

12 Aug 2025 at 08:33

UK2 - Preliminary Market Engagement Notice
Planning

23 May 2025 at 08:23

UK1 - Pipeline Notice
Summary of the contracting process

The Driver and Vehicle Licensing Agency (DVLA), a central government public authority in the United Kingdom, is currently planning a tender for the procurement of in-person counter services. The procurement process, in the planning stage as of the most recent notice on 24th November 2025, intends to replace the current service contract expected to conclude in March 2027, with new services to potentially commence on 1st July 2028. This initiative covers customer services, general public services, supporting services for the government, and the provision of community services, with delivery expected across the UK, including England, Wales, Scotland, and Northern Ireland. This procurement process follows initial market engagement activities held between January and October 2025 and will continue to develop through additional engagements and evaluations up to June 2026. The scope and exact timelines remain provisional, with estimated contract values reaching up to £153.6 million.

This opportunity presents significant potential for business growth, especially for enterprises equipped to provide diverse customer-facing services in public sectors. Suitable candidates for this tender include small and medium-sized enterprises (SMEs) and voluntary, community and social enterprises (VCSEs) capable of facilitating in-person transactions, supporting extensive financial and data management requirements, and ensuring secure exchanges of information. Businesses can expand their reach through a long-duration contract, potentially lasting up to seven years, which provides the stability necessary to invest in service enhancements and innovations. An emphasis on flexible and resilient supply chains and a broad customer service approach ensures businesses can integrate well into the agency's existing operations, enhancing both service availability and customer satisfaction across a wide geographical footprint.

How relevant is this notice?

Notice Information

Notice Title

Transactions at Counter Services - Preliminary Market Engagement Notice

Notice Description

Scope - Procurement Description: DVLA maintains the records of over 50 million drivers and about 47 million vehicles in the UK. We collect an estimated PS8 billion a year in vehicle tax and process over 77 million transactions a year. Most transactions are digital, but we also offer an in-person channel for our customers who want or need it. DVLA plans to re-procure the supply of in-person services to DVLA's customers on our behalf, which would include the ability for DVLA customers to transact in-person, with widespread coverage across England, Wales, Scotland & Northern Ireland and with wide-ranging opening hours to cater for a diverse range of customers. The services could involve one or more third party suppliers being able to: * Enable customers to carry out, in-person, a variety of DVLA transactions (including vehicle tax). * Enable access to DVLA application forms. * Accept a variety of payment methods. * Complete transactional & payment reconciliation, and report routinely on transactional and financial data. * Verify customer identity, including physical documentation checking. * Exchange data securely with DVLA's systems to support customer transactions. * Return customer documents to DVLA. Contract value estimates are based on an assumed contract duration of up to seven years (potentially 5 years followed by two optional 1-year extensions). However please note that the scope and contract duration are still being considered, so the service requirements, dates, and estimated values stated in this notice are provisional and subject to change.

Planning Information

This notice outlines DVLA’s recent market engagement activity. It is being published in the interest of transparency, to promote fair competition, and to ensure that all potential suppliers have access to the same information, including those who did not participate in the early engagement. Engagement Dates: • Round 1: 29 January 2025 – 28 February 2025 • Round 2: 10 September 2025 – 23 October 2025 Engagement Methods: • Round 1: Promoted through the publication of a Prior Information Notice under PCR2015, this round was conducted via an Online Survey. • Round 2: Promoted through the publication of a Preliminary Early Market Engagement Notice, this round was delivered via a Virtual Market Engagement Event, which included: o Supplier Event o 1:1 Engagement Sessions o Market Engagement Questionnaire (survey) Supplementary materials from this early market engagement process are available upon request. This includes an Early Market Engagement Outcome Report, presentation slides from the Market Engagement Event held on 10 September 2025, and an anonymised summary of the questions and answers from the 1:1 sessions held on 11 September 2025. Request for these materials to be directed to TransactionsAtCounterServices@dvla.gov.uk Please note that the revised indicative contract start date of 01 July 2028 suggests the new TCS service will start sometime after the current Front Office Counter Services contract ends in March 2027. DVLA is in discussion with its incumbent supplier about ways to ensure service continuity whilst remaining compliant with procurement regulations. Any continuity arrangements that are put in place are not expected to affect the scope of this TCS opportunity. All dates remain indicative and subject to change as the requirements and the procurement process are developed.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-052001
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/076465-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

75 - Administration, defence and social security services

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

75110000 - General public services

75130000 - Supporting services for the government

75200000 - Provision of services to the community

79342300 - Customer services

Notice Value(s)

Tender Value
£128,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
24 Nov 20251 weeks ago
Submission Deadline
Not specified
Future Notice Date
30 Jun 20267 months to go
Award Date
Not specified
Contract Period
30 Jun 2028 - 30 Jun 2033 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
DRIVER AND VEHICLE LICENSING AGENCY
Contact Name
Dominique Dyer / Bethan Foster-Bromham
Contact Email
sourcetopay.helpdesk@dvla.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
MORRISTON
Postcode
SA6 7JL
Post Town
Swansea
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL4 Mid and South West Wales
Small Region (ITL 3)
TLL43 Swansea
Delivery Location
Not specified
Local Authority
Swansea
Electoral Ward
Mynydd-bach
Westminster Constituency
Swansea West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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