Behind every vehicle on the road and every driver we support, there’s a dedicated team working behind the scenes to keep everything running smoothly.

At Ogilvie Fleet, our Driver & Vehicle Administration Services (DVAS) department plays an essential role in supporting customers, managing compliance and taking care of the details that make a difference.

It’s an essential department that directly supports thousands of client contacts and every single one of our 25,000 drivers.

We caught up with DVAS Manager Emma Kidd to find out more about the department, the people behind the processes and how the team is continually finding smarter ways to work.

Emma, tell us about your department – what happens in DVAS?

We’re essentially the people behind a lot of the administration that comes with managing a fleet of vehicles. Our job is to take that responsibility away from our customers wherever possible, making sure the important details are handled efficiently and accurately.

The department is made up of two specialist teams, each with its own areas of expertise.

Our Admin Services team, led by Catherine Johnstone, looks after driving licence checks, vehicle taxation, Motor Insurance Database updates, grey fleet administration, private registration transfers and documentation for travelling abroad.

Our Fines team, led by Jennifer Allan, manages parking fines, speeding notices, tolls and other traffic-related penalties. They process approximately 35,000 fines every year, handling everything from transferring liability to managing payments, recharges and appeals.

It’s a really varied department, and there’s a lot more involved than people might initially realise!

How does your department add value for customers?

I think the biggest value we bring is taking away the time, complexity and responsibility that comes with managing vehicle and driver administration.

Our customers have businesses to run, and the last thing they need is to be worrying about whether a vehicle has been taxed, a licence check has been completed or a penalty notice has been dealt with correctly.

A great example of the value we can deliver was our proactive approach to the introduction of road tax for electric vehicles in 2025. The team undertook a huge project to tax almost 5,280 electric vehicles ahead of the changes, helping avoid the immediate impact of the new £195 annual charge on those vehicles.

It was a massive undertaking, particularly while continuing to manage our normal workload, but it really demonstrated what can be achieved when both teams work together with a shared goal.

For me, that’s what good administration is about. It’s not simply processing something because it needs done. It’s recognising opportunities to make a difference for our customers.

What’s something people might be surprised to learn about your team?

Probably how much problem-solving and continuous improvement happens behind the scenes.

I think administration can sometimes be underestimated. People often see the end result without necessarily seeing the work, knowledge and decision-making that goes into getting there.

We’re dealing with legislation, compliance requirements, different authorities and systems, and situations that aren’t always straightforward. There’s often a lot of investigation and judgement involved.

We’re also very focused on improving how we work. One of our recent projects has been introducing specialist digital technology into our fines processes, helping us reduce manual administration and improve efficiency.

We’re always challenging ourselves to look at how technology and automation can help us work smarter, particularly as the business continues to grow.

What do you love most about your team?

I’m fortunate to have a team with a huge amount of knowledge, experience and dedication. They deal with such a wide variety of work, and no two days are ever quite the same.

What makes me particularly proud is how they support each other. When we have a challenge, a particularly demanding workload or a project that needs everyone to pull together, they always rise to it.

I also love seeing people develop, gain confidence and come up with their own ideas for improving things. Some of the best suggestions come from the people doing the work every day, and I think it’s really important that they feel empowered to challenge processes and suggest better ways of working.

If your department had a motto, what would it be?

“Dedicated to the details, because great service starts behind the scenes.”

I think that sums us up perfectly. A lot of what we do isn’t necessarily visible, but that doesn’t make it any less important. It’s the attention to detail, the expertise and the people behind the processes that make the difference.

Huge thanks to Emma and the Driver & Vehicle Administration Services team for everything they do to keep our customers compliant and supported.

Stay tuned for more Meet the Ogilvie Team coming soon!