ABSTRACT
One of your examples may have been your local Driver Vehicle Licencing Authority. The
marketing orientation of this quango might be questioned given the closure of many local
offices and the need to queue for long periods at critical times of the month/year at regional
centres. The service is often bureaucratic and far from customer focused with limited come-
back available given the lack of democratic accountability. There are no alternative suppliers of
licences. On the other hand, greater operational freedom has led to marketing initiatives to
meet customer wants for personalized plates. It is closer to its customers than government
departments and this may transform its culture.
