The Driver and Vehicle Licensing Agency (DVLA) announced on 10 August 2026 that it had become the first government organisation anywhere in the world to receive 5-star World Class certification from the Service Desk Institute (SDI). According to the agency, its Service Desk team provides front-line support to colleagues across the organisation and serves as an interface into wider IT service management.

SDI describes World Class status as an internationally accepted global best practice standard for service desks, recognising organisations that have embedded service excellence into their culture. The DVLA said that of the 7 organisations globally holding 5-star certification, it is the first and only government body, placing it alongside leading private sector organisations.

DVLA Chief Executive Tim Moss called the recognition a testament to the dedication and professionalism of the Service Desk team. SDI Chair and Chief Executive Paul Rodrigues said the accreditation challenges outdated perceptions of government services and sets a benchmark for the public sector in the United Kingdom and internationally. The agency said it will work with SDI to maintain the standard.