How the DVSA is leading the way in accessibility with the theory test

The Market Research Society (MRS) Equality Summit showcased how a strong equality, diversity and inclusion (EDI) ethos can deliver better insights and provide commercial benefits. Attending this event was a fascinating experience, and the discussions emphasised the importance of the DVSA’s work to continuously improve the accessibility of our services. 

In this article, I share some ways we’re embedding accessibility into the driving theory test service and how the Equality Summit sparked new ideas. 

The driving theory test is a rite of passage for 1.6 million drivers annually and often one of our first interactions with the UK government. The service is a prime example of the DVSA’s dedication to inclusivity. Recognising that individuals have varied needs, we have implemented numerous accommodations to ensure everyone has a fair chance of passing.  

Our partnership with Kainos has enabled continuous learning and improvement in this regard. Over two phases, we have made significant strides in making the booking process for the theory test more accessible, including: 

• Online slot selection and payment: Candidates with accessibility needs who require non-standard slots can now book immediately online using card payments instead of having to liaise with the customer service centre 
• Improved guidance for extra time: Clearer information helps candidates decide if they need extra time 
• Rebook approved accommodations: Candidates can see previous accommodations and know if additional evidence is required 
• Extra time and separate room availability: Candidates can select and reserve slots that provide additional time or a separate room 
• Online booking cancellation: Candidates who have requested alternative accommodations can now view and cancel bookings online, with a refund option 

These improvements have made the journey more inclusive and less cumbersome for candidates who require additional support. 

There were insightful conversations on this topic at the Equality Summit. Discussions with a Deaf BSL user gave me greater awareness to the need for inclusion to be extended to learning materials such as the Highway Code and practice questions. We saw the experience starting from when a user books their test, but of course their journey begins long before that, when they’re studying for it. 

A stand-out session at the Equality Summit was on the ‘Manual of Me’, which was presented by Christina Lai, UX Research & Design Lead from Kainos. This is a concept for improving collaboration, particularly with neurodiverse colleagues. It involves creating a personalised canvas laying out how an individual prefers to be communicated with, as well as their likes, dislikes and preferred working practices. The manual accelerates understanding and acceptance among team members, fostering a more inclusive environment.  

Christina introduced The Manual of Me to us at DVSA. It helped improve our working relationship by providing clear insights into communication styles and preferences. We have publicised the concept within the organisation as a way to foster a more supportive work environment. 

DVSA is committed to further enhancing our services to be more inclusive, and insights from the Equality Summit have reinforced this for me. 

We are conducting an accessibility audit this year, not just to meet compliance standards but to set new benchmarks in accessibility. Our work with Kainos and CDDO on BSL has been a testament to this commitment. By understanding the complete journey for BSL users, from learning materials to the actual test, we aim to significantly improve the overall experience – and pass rates. 

These ongoing efforts are helping us move towards our goal – to ensure that all candidates, regardless of their needs, have the same opportunities to succeed.