Migrating Drivers Medical & Drivers Casework Services to Microsoft Dynamics 365

In partnership with Kerv, DVLA has transformed one of its highest-volume services from a fragmented, paper-heavy legacy system into a fully digital, automated platform. The  service now processes thousands of cases online while laying the foundation for 70% digital adoption, alongside significant operational efficiencies and measurable service improvements. 

“This programme represents a strategically critical transformation, replacing the legacy and end of support platform with a modern Microsoft Dynamics 365 solution at the heart of DVLA’s Evolve Transformation Programme.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

Following the joint migration to Microsoft Dynamics 365 in March 2026 and the launch of the Drivers Medical Services Platform (DMSP), DVLA and Kerv have enabled faster, clearer, and more consistent medical licensing decisions through automation and streamlined workflows.

The DVLA’s Drivers Medical and Drivers Casework services, which manage applications and licence renewals for drivers with medical conditions, were historically delivered using two legacy platforms which became increasingly unsustainable over time. These systems were out of support, limiting future development and reducing resilience. Automation capability was restricted, leaving many processes manual and time intensive. 

Scalability was limited, particularly as demand increased, and fragmented systems created duplication and inefficiencies.  Backlog pressures became severe following COVID, with customers awaiting licensing decisions reaching very high levels. At the same time, paper-heavy processes impacted speed, cost, and environmental targets, while digital access remained limited to only a subset of medical conditions. 

As one of DVLA’s highest-volume and most high-profile services, handling approximately 1 million cases per year, the Drivers Medical function required a modern, scalable solution capable of supporting all health conditions digitally, reducing backlog and processing times, improving customer experience, and enabling operational efficiency at scale.

As part of DVLA’s Evolve Transformation Programme, DVLA partnered with Kerv to migrate Drivers Casework and Drivers Medical Casework from the legacy system to Microsoft Dynamics 365. 

The transformation involved a full migration to Dynamics 365, with the legacy platform decommissioned for operational staff in March 2026. Delivery followed an incremental, agile approach, with 20 major releases delivered over a two-year period. 

“The work has gone beyond a technical migration, fundamentally modernising how complex medical and casework services are delivered and managed.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

Previously fragmented processes were consolidated into a single, modern digital platform. This included the launch of the Drivers Medical Service Platform (DMSP) in March 2026 and the development of a digital-first customer journey through the Driver and Vehicle account.

• End-to-End Digital Service (DMSP) 
  • The platform enables customers to notify DVLA of new medical conditions, renew medical licences online, and complete photo renewals within the same journey. Pre-screening ensures only eligible users proceed, while users can pause and resume applications as needed. A “Track my application” feature has also been introduced. 
• Full Condition Coverage 
  • The previously limited F2D (Forms to Digital) service, which enabled a subset of paper-based applications to be submitted online, has been expanded so that all health conditions are now supported digitally, with embedded decision logic. 
  • All F2D conditions have been fully redirected into Dynamics 365. 
• Automation and Decision Support 
  • Automated licence recommendations are generated for all online submissions. Since January 2026, automated processing via F2D or DMSP has accounted for 24% of all cases, totalling 86,266. Decision flows support faster, more consistent outcomes while reducing errors and repeat communications. 
• Operational Enhancements 
  • A Document Generation Utility has been developed to handle over 3.5 million documents annually, improving creation, storage, and compliance. The number of letters automatically sent out each day has increased, with over 50% of the 12,000 daily letters now automated.. Case creation and management are fully embedded within Dynamics 365, and all new Drivers Medical cases are initiated in the platform. 
• Cross-Organisation Collaboration 
  • Delivery required close coordination across DVLA technical and design teams, subject matter experts, operational teams, external partners such as Scan Optics, and multiple delivery and integration teams. 

“DVLA and Kerv have operated as a single, integrated delivery team… delivering frequent releases while safely migrating high volume, business critical services.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

Early Delivered Outcomes

In the five months since January 2026, the programme has delivered measurable impact at both pace and scale: 

“The transformation is already delivering clear value… increased digital uptake, reduced reliance on paper, improved automation, and modern case management tools are driving faster, clearer outcomes.”

Gemma Clarke, Senior Technical Product Owner, DVLA

Operational Impact

Automation and improved workflows are transforming how licensing decisions are delivered at scale, enabling greater consistency, resilience, and throughput. The programme is reducing errors, minimising repeat customer contact, and strengthening overall service performance across a high-volume, business-critical operation. 

“The programme is expected to deliver significant operational savings while improving resilience, scalability, and service quality.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

 Customer and Staff Benefits

Customers can now complete applications digitally from end to end, reducing delays and providing clearer, more transparent outcomes. The introduction of tracking functionality and streamlined journeys has improved usability and confidence in the service. 

For staff, the move to a single, unified platform has improved day-to-day experience, increasing productivity and accuracy through automation and decision support. Case management is simpler and less manual, allowing teams to focus on higher-value activity. 

“The transformation is already delivering clear value, driving faster, clearer outcomes for customers and more efficient ways of working for staff, while establishing a strong foundation for future innovation.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

 Platform Transformation

The transformation has fully retired CASP in March 2026 for DVLA Caseworkers and replaced the legacy F2D system with DMSP. Services have been consolidated into a single, scalable Dynamics 365 platform, creating a sustainable foundation for continued service digitisation, expanded automation, and future innovation across DVLA services. 

“By fully retiring CASP and establishing Dynamics 365 as a sustainable, extensible platform… DVLA is positioned to continue improving services at scale.” 

Gemma Clarke, Senior Technical Product Owner, DVLA

 Leadership Perspective

“This transformation is a great example of what can be achieved when strong collaboration, agile delivery, and the right technology come together. Working in partnership with DVLA, we’ve helped modernise a critical, high-volume service through Dynamics 365, streamlining operations, improving the customer experience, and laying the foundations for ongoing innovation and efficiency in the years ahead.”

Matt Cole, Client Services Director, Kerv

“It is a clear example of effective back office digital transformation delivered through strong collaboration and a focus on real outcomes.” 

Gemma Clarke, Senior Technical Product Owner, DVLA