Welsh language scheme

The Welsh language scheme sets out how we provide services to the public in Wales.

---

Driver & Vehicle
Licensing
Agency

Foreword

I am delighted to present this updated version of Driver and Vehicle Licensing Agency’s (DVLA) Welsh language scheme.

Our commitment to supporting usage of the language has been demonstrated year on year through the provision of an ever-growing number of Welsh online services.

These are exciting times for DVLA and for our customers as we continually work to enhance existing or introduce new services, all with the continuing aim of making it easier for customers to access our services in a way that suits them. This new scheme reaffirms our commitment to providing bilingual services in English and Welsh.

We will continue to foster positive relationships with the Welsh Language Commissioner’s Office and other government departments in Wales to maintain our reputation as a forward-looking, bilingual service provider.

Julie Lennard

Chief Executive, DVLA

Statement of principle

Under the terms of the Welsh Language Act 1993, every public body that provides services to the public in Wales must prepare an agreement detailing how they will give effect to the statement of principle that the Welsh and English languages should be treated on the basis of equality when conducting public business and administering justice in Wales.

As a result of the Welsh Language (Wales) Measure 2011, statutory standards will replace Welsh language schemes and some organisations will be required to comply with one or more standards of conduct on the Welsh language. However, as a Crown body, we will continue to implement a Welsh language scheme and revise our existing scheme, whilst strengthening it.

DVLA has adopted the principle that when conducting public business in Wales, the English and Welsh languages will be treated equally. This is the fourth renewal of DVLA’s agreement since the first scheme was approved in 1998.

This scheme sets out how DVLA will implement this principle when providing services to the public in Wales. It represents what we believe to be appropriate in the circumstances and reasonably practicable.

The scheme:

• is in line with the guidelines issued by the Welsh Language Commissioner (WLC)
• has been approved by the Executive Team
• will be publicised to all DVLA staff, stakeholders, and the public in Wales

The measures in this scheme carry the full authority, support and approval of our organisation. Managers have the responsibility of implementing those aspects of the scheme relevant to their work.

Please address all enquiries about this scheme to:

Welsh Language Policy team
DVLA
Longview Road
Morriston
Swansea
SA6 7JL

Email: [email protected]

This scheme has been prepared under Section 21 of the Act and in accordance with guidelines issued by the former Welsh Language Board under Section 9 of the Act. This revised version was approved on 11 January 2024.

1. Introduction to DVLA

DVLA is an executive agency of the Department for Transport (DfT). We maintain the licensing of drivers in Great Britain. We also maintain the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax, in the UK.

This means that drivers and vehicles use our roads as simply, safely and efficiently as possible. We provide a wide range of services to the motoring public, the motor industry, the police, the courts and other government departments. We’re responsible for:

• recording driver endorsements, disqualifications and medical conditions
• issuing photocard driving licences
• issuing vehicle registration certificates to vehicle keepers
• taking enforcement action against vehicle tax evaders
• registering and issuing tachograph cards
• selling DVLA personalised registrations
• helping the police and intelligence authorities to deal with crime
• providing anonymised data to those who have the right to use the service

2. Background to DVLA

DVLA’s headquarters is based in Wales.

We have been through a radical process of change, moving away from a paper-based organisation to a modern and highly efficient business. We have expanded our digital services and are now a multi award-winning government organisation, providing excellent digital services to the public in Wales with the majority available bilingually.

DVLA has already taken significant measures to ensure equality for Welsh language provision and currently provides bilingual facilities to the public for over 90% of its customer output. For example, driving licences and vehicle registration certificates issued within Wales are fully bilingual. Also, most of our online services are available bilingually, such as tax your vehicle, make a Statutory Off Road Notification (SORN) and driver licensing online services.

3. What this scheme covers

The scheme will:

• take account of the WLC’s guidelines and will be reviewed to take account of future legislation
• be built into DVLA’s business plan
• outline a framework for providing DVLA’s services in a positive and effective way to the public in Wales
• be managed and monitored by DVLA’s Welsh Language Policy team on behalf of the Strategy, Policy and Communications Director
• not be altered without prior consultation with the WLC

4. Service planning and delivery

4.1 Policies, services, processes and initiatives

4.1.1 DVLA policies, services, processes and initiatives will be consistent with this scheme. It will support the use of the Welsh language where these affect or are provided directly to the public in Wales to use as part of their day to day lives.

4.1.2 The scheme will ensure that Welsh language needs are considered as part of any new policies, services, processes and initiatives affecting or being delivered directly to the public in Wales, ensuring it complies with the commitments made.

4.1.3 New policies, services, processes and initiatives will promote and facilitate the use of Welsh in line with this scheme wherever possible.

4.1.4 Where our parent department or another UK government introduces new policies and initiatives, we will provide input and advice in line with the agency’s scheme in relation to our services to the public in Wales.

4.1.5 Our objective is that the measures in this scheme will be applied to all new policies, services, processes and initiatives which impact on the public in Wales. DVLA’s project management guidelines include a requirement for early engagement with DVLA’s Welsh Language Policy team.

4.1.6 All DVLA staff will be made aware of the scheme and DVLA’s responsibilities under the Act. A copy of the scheme is available on the intranet together with general advice on what staff need to do to implement it and information on translation and interpretation facilities.

4.1.7 The Welsh Language Policy team is included as a key stakeholder for all new projects, services and initiatives.

4.2 Delivering services

4.2.1 Customers of driver and vehicle licensing services in Wales will be able to receive a service in Welsh and be made aware of this fact.

4.2.2 Bilingual vehicle registration certificates and driving licences will be issued to all customers within Welsh postcode areas.

4.2.3 We will respond in Welsh to all customers who choose to correspond in Welsh.

4.2.4 Telephone customers who contact our contact centre and wish to transact with us in Welsh will be offered this facility.

4.2.5 Customers can interact with our reception staff in Welsh.

4.3 The standard of service

4.3.1 We aim to provide an equally high standard of service in Welsh and English and this will be stated in the business plan.

4.3.2 Services provided in Welsh and English will be of equal quality and will be provided within the same timescale.

4.3.3 The principles of Customer Service Excellence will apply to providing services in Welsh as in English.

4.3.4 DVLA’s service standards, which are the same for English and Welsh, are stated within our business plan. These will be of equal quality and within the same timescales outlined in our measures.

4.3.5 Where internal processes mean that there is no differentiation between English and Welsh language transaction processing, we will report on the general performance achieved and will not carry out separate Welsh language service monitoring.

5. Dealing with the Welsh speaking public

5.1 Written communication

5.1.1 Welsh speaking customers are able to correspond with us in Welsh as in English.

5.1.2 The target performance is that all correspondence received in Welsh will be answered in Welsh and that corresponding in Welsh should not of itself lead to delay. Correspondence following a telephone, online, or face to face communication conducted in Welsh will also be in Welsh. Where external translation is necessary, this is arranged through a professional translation service. Staff will be made aware of how to use translation services and the associated budget arrangements.

5.1.3 Our intention is that any standard letter sent to the public in Wales will be bilingual.

5.1.4 Our bilingual letter-headed paper will show that correspondence in both languages is welcome.

5.1.5 It is our intention that correspondence with members of the driving public in Wales will be initiated in the preferred language of the individual, if this is known. Otherwise, it will be bilingual.

5.1.6 Members of the public who wish to communicate with us by email in Welsh will receive a response in Welsh.

5.2 Phone communication

5.2.1 We welcome calls in Welsh as in English.

5.2.2 Our interactive automated telephone system, which initially answers customers phoning our contact centre, will ask callers identified as from within Wales*, whether they would like to conduct their business in English or Welsh. Those who choose Welsh will be diverted to a Welsh speaking operator who will deal with the query.

*This service is available to those customers whose phones are linked to a digital telephone exchange and who have not withheld their call line identity. Once customers are connected to an operator and they wish to conduct their query through the medium of Welsh, they will be referred to a Welsh speaking operator.

5.2.3 For calls to other DVLA departments, we will provide a Welsh phone service to the public in Wales. If a Welsh speaker is not immediately available to take the call, the target performance is that we will offer a call back service in the Welsh language within one working day or the opportunity to continue the call in English. If a query is particularly complex or of a specialised nature and there are no Welsh speakers available to deal adequately with it, the caller can continue the conversation in English or send us the full query in writing in Welsh. We will then provide a written reply in Welsh.

5.2.4 A dedicated Welsh language service phone line (0300 790 6819) is also available through our contact centre to provide direct access to Welsh language services. This number is provided on GOV.UK and our forms and information leaflets.

5.3 Public meetings

5.3.1 Where DVLA arranges public meetings in Wales, all necessary materials will be produced bilingually. Members of the public will be able, and be welcome, to contribute in Welsh.

5.4 Court cases

5.4.1 Interviews and other discussions with the public will be conducted in either Welsh or English. Bilingual summonses are issued to Welsh postcode addresses.

5.5 Face to face interaction

5.5.1 In our reception area, the presence of bilingual signs and documents will make it clear that we welcome business in Welsh as in English.

5.5.2 Welsh speakers who have direct contact with the public will be supplied with the recognised Work Welsh badges, lanyards and posters, encouraging people to deal with them in Welsh.

5.5.3 If a customer wishes to speak Welsh and there is no Welsh speaker available from the relevant operational area, we will try to find a Welsh speaker from another area to help.

5.6 Digital services and information

5.6.1 All government department websites are hosted on GOV.UK and managed by Government Digital Service (GDS). Any online service that we provide will be available in Welsh as in English and we will work with GDS to ensure an end-to-end Welsh service.

5.6.2 Relevant corporate content such as forms or information will be provided in Welsh on GOV.UK.

6. The organisation’s public face

6.1 Corporate identity and image

6.1.1 We will maintain a bilingual corporate identity to our customers in Wales. Our acronym, ‘DVLA’, is well understood and will remain unchanged as will the DVLA’s logo incorporating the letters ‘DVLA’. Where our title appears in full, it will also be in Welsh for use in Wales.

6.1.2 DVLA’s address and other standard information will be fully bilingual on items such as signs, vehicles, buildings, business cards, identification cards, compliment slips, envelopes and other goods and materials for use in Wales.

6.1.3 Welsh speaking members of staff can request the recognised Work Welsh badges and lanyards from the Welsh Language Policy team to identify themselves in the workplace as Welsh speakers.

6.2 Documents

6.2.1 The 2 main documents DVLA issues to the public are the driving licence and the vehicle registration certificate.

• Driving licences – bilingual versions are issued to driving licence holders in Welsh postcode areas.

• Vehicle registration certificates – bilingual versions are issued to vehicle keepers in Welsh postcode areas.

All other documents issued, including the high-volume tax renewal reminders (V11W) are either produced bilingually or despatched together as separate Welsh and English versions.

6.2.2 Publications include, but are not limited to, brochures and leaflets, business cards, certificates, consultation documents, posters, guidance notes, public notices, and envelopes. Documents or items published online are also included, whether they exist in hard copy format or not.

6.2.3 As a rule all material aimed at the public in Wales will either be bilingual or have English and Welsh versions.

6.2.4 The public may use place names in Welsh for addresses displayed on their driving licence and vehicle registration certificate. Postcode software will validate the format request.

6.2.5 We issue a limited number of published documents such as the annual report and accounts and business plan. These are low volume publications for specific audiences and are issued in English only.

6.2.6 If any document we publish is sold, the price of a bilingual document will not be greater than that of the single language version. The price of the Welsh only version will be same as the English only version.

6.2.7 DVLA design standards set out requirements for producing bilingual and single language documents. Information is available to all staff, consultants and designers, who design DVLA documentation.

6.3 Letterheads

6.3.1 DVLA sends out 2 different kinds of letter:

• clerical letters – bilingual letterheads are available for staff to produce letters themselves and are used for customers living in Wales

• system generated letters – all high usage letters are bilingual

Where bespoke letters are needed, these will be produced bilingually on an adhoc basis.

6.4 Signage

6.4.1 External and internal signage is bilingual within the public areas of our offices in Wales. Where there are separate Welsh and English signs, they will be equal in terms of format, size, quality, legibility and prominence.

6.5 Forms and associated explanatory material

6.5.1 Our principle is that we will produce bilingual or Welsh versions of forms and leaflets giving information and advice, unless there is an overriding reason for not doing so, for example if a form does not generally affect the public.

6.5.2 We occasionally distribute information leaflets on behalf of other organisations. In these circumstances the provision of Welsh language leaflets may be outside DVLA’s control but we will encourage organisations to provide them. However, if those organisations provide bilingual leaflets, we will undertake to distribute them to addresses in Wales. If there are separate versions, we will make sure that both versions are distributed to the public in Wales.

6.6 Media relations

6.6.1 We provide Welsh speaking staff for interviews requested by the Welsh language media on issues affecting the business.

6.6.2 Media campaigns initiated by DVLA on Welsh language television and radio will be conducted in Welsh.

6.6.3 We will provide bilingual press releases to media outlets based in Wales.

6.7 Publicity and advertising

6.7.1 All publicity, advertising and notices (including recruitment adverts) in Wales will be bilingual with Welsh and English versions shown together.

6.7.2 Publicity posters and other promotional materials will be issued bilingually in Wales. If this is not possible, separate Welsh and English versions will be equal in size, format and quality and will be distributed and exhibited in a manner which respects the principle of equality between the Welsh and English languages.

6.7.3 For DVLA Personalised Registrations auctions held in Wales, we will issue advertising material bilingually or in separate Welsh and English versions. If separate versions are used, we will distribute the advertising material together. Auctions will be conducted in English only.

6.7.4 Display materials at any conference, seminar or exhibition for the public held in Wales will be bilingual or in separate English and Welsh versions. However please note that these events may contain material by DVLA partners which is not available in Welsh or has not been produced bilingually.

6.7.5 Any public survey or market research conducted in Wales will be bilingual.

7. Implementing and monitoring the scheme

7.1 Recruitment and staffing

7.1.1 Where the ability to speak Welsh is essential for any post, we will specify this when recruiting.

7.1.2 Where the ability to speak Welsh is desirable but not essential, this will be highlighted as an additional requirement.

7.1.3 In the event of recruitment difficulties where the ability to write or speak Welsh is essential, we will make temporary arrangements to provide Welsh language support until a suitable permanent appointment can be made.

7.1.4 We will publicise the fact that Welsh speakers are encouraged to join the workforce by ensuring that appropriate recruitment advertising is bilingual.

7.1.5 We will ensure that teams who have contact with the public in Wales seek access to sufficient and appropriately skilled Welsh speakers to allow them to provide a Welsh service.

7.1.6 We will identify the teams and posts where the ability to speak Welsh is essential and those where it is desirable, and the level of proficiency required in each case. In drawing up team and job descriptions, we will consider carefully any potential need for written or spoken Welsh language skills. This will be driven by the demand for Welsh language services and the extent to which the services offered are taken up, although we are aware that demand may increase as initiatives promoted by the Welsh Parliament are introduced progressively.

7.1.7 Staff will also be made aware that conversations in Welsh on work related issues or social interaction will be as welcome as conversing in English.

7.2 Supporting learning Welsh

7.2.1 Information on the Cymraeg Gwaith/Work Welsh courses provided by the National Centre for Learning Welsh is available on our intranet.

7.3 Administrative arrangements

7.3.1 Responsibility for implementing specific aspects of the scheme is delegated to managers in the appropriate areas.

7.3.2 DVLA staff and managers will be made aware of the Welsh language scheme by using internal communication methods such as the DVLA’s intranet and specific meetings with managers and staff. Managers will make new staff aware of their responsibilities under the scheme.

7.3.3 We have put arrangements in place with an external professional translation service ensuring that we have access to a high quality translation service when required.

7.4 Services provided by other parties on DVLA’s behalf

7.4.1 Any agreement or arrangement with a third party relating to service provision to the public in Wales will be consistent with the scheme.

7.4.2 We will ensure through contracting arrangements that the agent or contractor is aware of, and complies with, the scheme’s requirements when providing services to the public in Wales on DVLA’s behalf. We will ensure that relevant tendering documents and contracts are drawn up with provisions reflecting the commitments given in this scheme.

7.5 Monitoring the scheme

7.5.1 Responsibility for monitoring DVLA’s Welsh language scheme will lie with the Welsh Language Policy team on behalf of the Strategy, Policy and Communications Director. This will include the following:

• forward planning and procurement – to ensure new policies and initiatives, publications and digital services are taken forward in line with this scheme

• organising and providing services – to monitor the implementation and effectiveness of DVLA’s Welsh services. In particular through the contact centre and our customer reception

• dealing with the Welsh speaking public to monitor response times for Welsh correspondence, the quality of the translation service and the arrangements for meetings

• DVLA’s public face – to monitor our corporate image, the introduction of bilingual publications, forms, signs, notices and other documents

• our major online services are fully supported by Welsh language options

• staffing – to monitor the implementation of staffing and training measures set out in the scheme. This will include maintaining and improving the language training profile of bilingual staff in the contact centre and to ensure adequate staff/service requirement ratios

• agents and contractors – to monitor the provision and administration of services

• timetable – to monitor the scheme’s commitments

• complaints – the Welsh Language Policy team will monitor any complaints about service delivery or implementation of the scheme

7.5.2 Our performance against the targets detailed in the scheme will be monitored annually to the Executive Team and WLC.

7.5.3 We will welcome, record and acknowledge suggestions for improvements in our Welsh language scheme. The contact details for suggestions are recorded below.

7.6 Publishing service standards information

7.6.1 DVLA’s performance service standards are published in our annual report and accounts. Performance criteria are reported as unified figures where our internal processes allow no distinction between transactions conducted in Welsh or English.

7.7 Publicising the scheme

7.7.1 Our commitment to welcoming use of the Welsh language will be highlighted by using bilingual messages on bilingual letter-headed stationery.

7.7.2 GOV.UK will publicise the fact that a bilingual service is available.

7.8 Complaints, suggestions for improvement and general queries

Complaints about the level of service we provide should be made to the department whose actions or inaction gave rise to the complaint. DVLA encourages staff to identify and resolve most issues of concern to customers at the point of contact.

Where it is not possible to do so, we have a 2-stage complaint resolution process. Further information on this process is available at www.gov.uk/dvla/complaints.

If the response to the complaint is still not satisfactory, complaints can be referred to the WLC’s Office.

We will cooperate with the WLC to resolve complaints and during any investigation held under section 17 (as applied by section 21(s)) of the Welsh Language Act 1993.

Complaints about this scheme, suggestions for improvement or any other general queries relating to this scheme should in the first instance be addressed to the Welsh Language Policy Manager at:

Welsh Language Policy Manager
Welsh Language Policy Team
SPCD
DVLA
Morriston
Swansea
SA6 7JL

Email: [email protected]

Appendix A – action plan and timetable

The Welsh Language Commissioner (WLC) will monitor DVLA’s compliance with its Welsh language scheme, in line with this action plan. This action plan outlines the implementation details in relation to the commitments made in the DVLA’s Welsh language scheme 2024 to 2028.

The Welsh Language Policy team will provide the following services to the agency to ensure compliance:

• provide advice and guidance on the agency’s obligations under the Welsh language scheme
• provide a written translation service (English to Welsh and Welsh to English)
• provide a proofreading service
• develop and maintain the agency’s Welsh language terminology database
• upload Welsh language content on GOV.UK
• maintain an effective working relationship with the WLC

Policy, services, processes and initiatives
Action	Delivery responsibility	Target date
Proactively publicise and raise awareness of the commitments set out in DVLA’s updated Welsh language scheme by: • developing an internal communications plan for promoting the updated scheme • publishing the updated scheme on DVLA’s GOV.UK website • publishing the updated scheme on DVLA’s intranet	Welsh Language Policy team	July 2024 Immediately following design by Creative Services team
Inclusion of Welsh Language Policy team in the agency’s corporate induction	Welsh Language Policy team Human Resources	Within 6 months of agreed scheme approval
The Welsh language to be given due consideration in any new policies, services, processes and initiatives which impact on the public in Wales. The Welsh Language Policy team to be included in early discussions	Welsh Language Policy team Relevant business areas	Ongoing

Digital services and information
Action	Delivery responsibility	Target date
Increase the amount of driving and transport information pages that are available in Welsh on GOV.UK	Welsh Language Policy team External Communications team Relevant business areas	Ongoing
Increase the amount of DVLA corporate content that is available in Welsh on GOV.UK	Welsh Language Policy team External Communications team Relevant business areas	Ongoing
Increase DVLA’s Welsh language social media activities and maintain a proactive plan	Welsh Language Policy team External Communications team	Ongoing

Documents
Action	Delivery responsibility	Target date
All new public facing documents will be bilingual	Welsh Language Policy team Creative Services team Relevant business areas	Ongoing

Recruitment and staffing
Action	Delivery responsibility	Target date
Provide bilingual recruitment adverts, candidate packs and relevant recruitment material for jobs based in Wales on CS Jobs	Welsh Language Policy team DfT’s Departmental Resourcing Group (DRG) Human Resources Relevant business areas	Ongoing
Develop a framework for assessing and determining the level of Welsh language skills necessary for posts in Wales	Welsh Language Policy team Human Resources Relevant business areas	March 2024
Provide Welsh language tutor-led advance level courses to frontline staff	Welsh Language Policy team Human Resources Relevant business areas	December 2024 to allow discussions with service providers

Implementing, monitoring and reporting of the scheme
Action	Delivery responsibility	Target date
Monitor the agency’s progress in meeting the commitments made in the scheme against the measurables outlined in this action plan	Welsh Language Policy team	Annually in the agency’s Monitoring Report to the WLC
Report on the agency’s Welsh language actions and activities to the WLC following the agreed monitoring reports	Welsh Language Policy team All business areas	Annually in the agency’s Monitoring Report to the WLC
Review the scheme within 4 years of it coming to effect and discuss any changes with the WLC	Welsh Language policy team	By 2028