Dorset Council Case Study:
Streamlining Taxi Licensing with MOGO Direct Fulfilment
The Challenge
Like many licensing authorities, Dorset Council has seen a steady rise in taxi and private hire vehicle applications over the past few years. With more drivers entering the trade, the licensing team were under growing pressure to process applications quickly while ensuring compliance with local authority standards...
The team at Dorset Council were already facing challenges around time and resource management. Admin-heavy processes such as handling licence plate distribution and managing driver orders were taking up significant staff hours, limiting capacity for other priority tasks.
To keep pace with demand and deliver a smooth service for both staff and drivers, the council were looking for a partner who could streamline processes, reduce administrative burden, and ensure drivers received the right products quickly and reliably.
The Solution
Dorset Council chose MOGO's Direct Fulfilment Service
A fully managed, end-to-end solution designed to remove the administrative burden from licensing teams. Through a secure online portal, the council simply uploads approved orders, and MOGO manages the rest from production and quality checks to packaging and delivery direct to the driver’s address. This process eliminates the need for in-house printing, stock control, and distribution, ensuring drivers receive their complete licence sets quickly, accurately, and securely, typically within 1–2 working days.
The Impact
The introduction of Direct Fulfilment has had an immediate and positive effect on Dorset Council’s licensing team. Previously, only a few officers could manage the plate production process, creating bottlenecks and slowing down turnaround times. Now, all members of the licensing team can manage orders from start to finish, whether working in the office or remotely.
“The change to Direct Fulfilment has had a really positive effect on the team. No longer do people have to rely on other team members to print plates because they are working from home – everyone can print a plate or badge from anywhere at any time.”
This flexibility has reduced internal dependencies and allowed the team to maintain consistent service levels, even during busy periods. It has also eased pressure on officers, as expectations from the trade have shifted to a more structured, fairer process. Drivers now plan renewals earlier, helping to balance workloads throughout the week.
Product quality and trade feedback
Since the rollout in March, both the council and the trade have responded positively to MOGO’s plate quality and professional finish. The plates have been described as looking “smarter” than before, and early impressions suggest strong durability and consistency across batches.
“The quality of the products is great. It’s a bit early to comment on durability as we’ve only been using them since March, but so far we’ve been pleased and the trade have been very positive about them, saying they look smarter than the previous ones.”
Feedback from drivers and operators has also reflected the improvement. With plates arriving promptly and to a high standard, there has been a noticeable reduction in phone calls and emails chasing collections.
Key Outcome:
Significant reduction in email and phone traffic from drivers requesting to collect plates in person.
Service and Support
MOGO’s delivery performance has been consistently strong, with most orders reaching drivers within two working days. The streamlined system has improved reliability, while ongoing communication with the MOGO team has ensured any queries or adjustments are handled quickly and professionally.
“The turnaround time by MOGO is excellent. The delivery service is good, with most plates being delivered within two to three days.”
The partnership has also freed the council from the burden of stock management and on-site production, giving officers greater flexibility and job satisfaction.
“I would definitely recommend MOGO and Direct Fulfilment. The benefits are not having to order bits and pieces for plate making every month, not having to have a couple of cupboards full of equipment, a happy team who can all share the printing, the freedom it gives the team to work wherever they want to, and only paying for what you need.”
Key Stat:
Average turnaround time from order to delivery - 2 days.
In Summary
Partnering with Dorset Council on their Direct Fulfilment rollout has been a genuinely rewarding experience. It’s always satisfying to see our systems make a tangible difference, from freeing up staff time to simplifying everyday admin tasks. The positive feedback from both officers and drivers speaks volumes.
Since switching to Direct Fulfilment, Dorset Council has:
Reduced delivery times to just two working days
Cut down inbound driver queries and collection calls
Given their team full flexibility to manage orders from anywhere
Let's Talk
If you’re exploring ways to improve service delivery while reducing internal pressures, we’d love to help.
Book a quick call with Emily or Bruce to see how MOGO could support your licensing operations.
