Award

Research to understand customers' appetite and preferences towards engaging with HMRC digitally

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

05 Sep 2022 at 15:23

Award Notice
Summary of the contracting process

The UK's HM Revenue & Customs has recently awarded a contract for research and development services related to understanding customers' digital engagement preferences. This tender, with a value of £180,000, falls under the research and development services category and was procured through a selective call-off from a dynamic purchasing system. The contract period is set to run from August 29, 2022, to August 28, 2023. The buying organisation, HMRC, located at 2 Dearmans Place, Salford, United Kingdom, specified the need for research to shape their Channel Strategy and improve customer experience through digital channels.

Businesses involved in research and development services targeting digital engagement would find this tender by HMRC a lucrative opportunity for growth. Companies with expertise in customer research, digital transformation, and service design for tax administration are well-suited to bid for this contract. The contract's focus on improving customer satisfaction, reducing costs, and enhancing compliance aligns with businesses aiming to deliver innovative digital solutions for public organisations like HMRC, paving the way for collaborations that drive both customer and operational efficiencies.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Research to understand customers' appetite and preferences towards engaging with HMRC digitally

Notice Description

HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should: * improve customer experience and satisfaction levels * reduce costs for both the taxpayer and HMRC * improve the overall health of the tax system through reducing administration burdens and improving compliance * fulfil HMRC's broader ambitions to be a leading and aspirational digitally driven UK tax administration. HMRC is developing a Channel Strategy, which will drive how customers interact with HMRC. The Strategy will set out how HMRC will support most customers to self-serve through an attractive digital channel offer as default. The Strategy will also set out support levels for customers who may need extra help, are digitally excluded or otherwise vulnerable, ensuring compliance and evidential requirements are considered. HMRC is in the early stages of carrying out other research to help inform the future direction and successful implementation of the Channel Strategy. HMRC plan to share relevant insight, where appropriate, with the successful supplier from related research which we are currently conducting on taxpayers' digital appetite and preferences. The findings from this research will support HMRC planning and delivery of the Channel Strategy over the next two to three years, whilst providing an updated assessment of the proportion and nature of Assisted Digital and Digitally Excluded taxpayers to inform HMRC's new Digital Inclusion Strategy.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/d3b07515-ab85-4190-81b3-22fa4729941f
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73000000 - Research and development services and related consultancy services

Notice Value(s)

Tender Value
£180,000 £100K-£500K
Lots Value
Not specified
Awards Value
£180,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Sep 20223 years ago
Submission Deadline
26 Aug 2022Expired
Future Notice Date
Not specified
Award Date
21 Aug 20223 years ago
Contract Period
28 Aug 2022 - 28 Aug 2023 6-12 months
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
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M3 5BS
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Blackfriars & Trinity
Westminster Constituency
Salford

Supplier Information

Number of Suppliers
1
Supplier Name

NATIONAL CENTRE FOR SOCIAL RESEARCH

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8-2022-09-05T16:23:54+01:00",
    "date": "2022-09-05T16:23:54+01:00",
    "ocid": "ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "SR968303822",
        "title": "Research to understand customers' appetite and preferences towards engaging with HMRC digitally",
        "description": "HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should: * improve customer experience and satisfaction levels * reduce costs for both the taxpayer and HMRC * improve the overall health of the tax system through reducing administration burdens and improving compliance * fulfil HMRC's broader ambitions to be a leading and aspirational digitally driven UK tax administration. HMRC is developing a Channel Strategy, which will drive how customers interact with HMRC. The Strategy will set out how HMRC will support most customers to self-serve through an attractive digital channel offer as default. The Strategy will also set out support levels for customers who may need extra help, are digitally excluded or otherwise vulnerable, ensuring compliance and evidential requirements are considered. HMRC is in the early stages of carrying out other research to help inform the future direction and successful implementation of the Channel Strategy. HMRC plan to share relevant insight, where appropriate, with the successful supplier from related research which we are currently conducting on taxpayers' digital appetite and preferences. The findings from this research will support HMRC planning and delivery of the Channel Strategy over the next two to three years, whilst providing an updated assessment of the proportion and nature of Assisted Digital and Digitally Excluded taxpayers to inform HMRC's new Digital Inclusion Strategy.",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "73000000",
            "description": "Research and development services and related consultancy services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 180000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a dynamic purchasing system",
        "tenderPeriod": {
            "endDate": "2022-08-26T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2022-08-29T00:00:00+01:00",
            "endDate": "2023-08-28T23:59:59+01:00"
        },
        "suitability": {
            "sme": false,
            "vcse": false
        },
        "mainProcurementCategory": "goods"
    },
    "parties": [
        {
            "id": "GB-GOR-D25",
            "name": "H M Revenue & Customs",
            "identifier": {
                "legalName": "H M Revenue & Customs",
                "scheme": "GB-GOR",
                "id": "D25"
            },
            "address": {
                "streetAddress": "2 Dearmans Place",
                "locality": "Salford",
                "postalCode": "M3 5BS",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Fintan Bradley",
                "email": "fintan.bradley@hmrc.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-COH-04392418",
            "name": "NATIONAL CENTRE FOR SOCIAL RESEARCH",
            "identifier": {
                "legalName": "NATIONAL CENTRE FOR SOCIAL RESEARCH",
                "scheme": "GB-COH",
                "id": "04392418"
            },
            "address": {
                "streetAddress": "35 Northampton Square LONDON EC1V 0AX GB"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-GOR-D25",
        "name": "H M Revenue & Customs"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8-1",
            "status": "active",
            "date": "2022-08-22T00:00:00+01:00",
            "datePublished": "2022-09-05T16:23:54+01:00",
            "value": {
                "amount": 180000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-COH-04392418",
                    "name": "NATIONAL CENTRE FOR SOCIAL RESEARCH"
                }
            ],
            "contractPeriod": {
                "startDate": "2022-08-29T00:00:00+01:00",
                "endDate": "2023-08-28T23:59:59+01:00"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/d3b07515-ab85-4190-81b3-22fa4729941f",
                    "datePublished": "2022-09-05T16:23:54+01:00",
                    "format": "text/html",
                    "language": "en"
                },
                {
                    "id": "2",
                    "documentType": "contractSigned",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/dbd4607d-7944-46ae-8e5a-de7df465fde6",
                    "format": "application/zip"
                }
            ]
        }
    ]
}