Award

Defining and Quantifying Extra Support Needs

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

10 Nov 2025 at 14:13

Award Notice
Summary of the contracting process

The public procurement process undertaken by HM Revenue & Customs (HMRC) focuses on a project titled "Defining and Quantifying Extra Support Needs", classified under the social research services category. This process reached the award stage with a contract effective from 3rd November 2025 to 2nd January 2027. With a budget of £380,000, the selective procurement was conducted through a dynamic purchasing system. The primary aim is to research and quantify the support needs of HMRC customers, encompassing regions in England, Scotland, and Wales. The tender's significance is amplified by its end date of 15th August 2025, preceding its award notice on 10th November 2025.

This tender presents an opportunity for businesses in the social research sector, particularly those capable of undertaking comprehensive studies on public support requirements in a digital context. Small and medium-sized enterprises (SMEs) and those with experience in handling Dynamic Purchasing Systems (DPS) would be well-positioned to compete. Collaborating on such impactful research not only facilitates business growth but also contributes valuable insights into digitalisation’s role in public sector interactions. The awarded supplier, NatCen Social Research, exemplifies the calibre of expertise sought for similar future opportunities in the realm of public research services.

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Notice Information

Notice Title

Defining and Quantifying Extra Support Needs

Notice Description

HM Revenue & Customs (HMRC) invited Suppliers from the Research & Insights DPS (RM6126) to undertake research aimed at defining and quantifying the extra support needs of HMRC customers and the impact of digitalisation on their support needs. The overall aim of this research is to define and quantify the support needs of customers who need extra help when interacting with HMRC and how these might be affected by the move to digital. The research aims to better understand, define and delineate extra support needs to enable quantification. The research aims to produce robust, generalisable quantified evidence on the needs of customers who require extra support that is representative of the UK taxpayer population. The research aims to answer the following questions: -What are the support needs of customers who require extra help? -How does current digitalisation affect support needs? -How might the move to 'digital first' affect extra support needs in the future? -What is the extent of extra support needs in the UK taxpayer population? -What is the extent of interaction between individual and contextual support needs factors, both transient and fixed? -What is the extent of the impact of interactions between individual and contextual factors, whether transient or fixed, on support needs? -What support, and to what extent, do customers need HMRC to meet their obligations and provide to improve their experience of engaging with HMRC?

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ccb1f7bc-c1ef-402d-b7a0-dbd9b108d026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79315000 - Social research services

Notice Value(s)

Tender Value
£380,000 £100K-£500K
Lots Value
Not specified
Awards Value
£380,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
10 Nov 20253 months ago
Submission Deadline
15 Aug 2025Expired
Future Notice Date
Not specified
Award Date
3 Nov 20253 months ago
Contract Period
3 Nov 2025 - 2 Jan 2027 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M REVENUE & CUSTOMS
Contact Name
Harry Hind
Contact Email
harry.hind@hmrc.gov.uk
Contact Phone
03000555147

Buyer Location

Locality
LONDON
Postcode
SS99 1AA
Post Town
Southend-on-Sea
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH31 Southend-on-Sea
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland
Local Authority
Southend-on-Sea
Electoral Ward
Victoria
Westminster Constituency
Southend East and Rochford

Supplier Information

Number of Suppliers
1
Supplier Name

NATCEN SOCIAL RESEARCH

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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