Award

Intelligent Prompts Research

H M REVENUE & CUSTOMS

This public procurement record has 3 releases in its history.

AwardUpdate

25 Apr 2023 at 09:31

Award Notice
AwardUpdate

21 Apr 2023 at 13:32

Award Notice
Award

21 Apr 2023 at 13:17

Award Notice
Summary of the contracting process

The procurement process for the "Intelligent Prompts Research" contract was initiated by H M Revenue & Customs. The contract falls under the industry category of research and development services. The procurement method is selective, specifically calling off from a dynamic purchasing system. The tender period ended on 22nd March 2023, with the contract period lasting from 23rd March 2023 to 22nd December 2024. The total contract value is £70,000 GBP.

This tender presents an opportunity for businesses specialising in research and development services to compete for a contract with H M Revenue & Customs. The nature of the contract requires expertise in behavioural research and technology to develop intelligent prompts for taxpayers. Businesses able to provide innovative solutions for influencing customer behaviour through personalised prompts stand to benefit from this opportunity. Understanding how to create impactful prompts while working within budget constraints will be crucial for businesses pursuing this tender.

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Notice Information

Notice Title

Intelligent Prompts Research

Notice Description

This is a KAI Social Research contract intended to be let through the Research and Insights DPS. HMRC has previously used digital prompts to 'pop-up' messages to infuence customer behaviour in digital filing journeys with the aim to reduce errors made by customers submitting returns. The work involves presenting nudges to taxpayers as they make submissions, highlighting potential specific mistakes, general potential problems, and directing them to relevant guidance/support. New technology now allows for personalised 'intelligent' prompts, drawing on wider HMRC data sources which should be more impactful than basic prompts. Previous research supports the value of basic prompts, but we lack detailed understanding of the 'premium' and customer experience likely to be generated by intelligent prompts. HMRC's Digital Prompts (DP) Programme trialled some personalised examples for customers submitting their 20/21 returns. While these trials have provided preliminary quantitative data to begin to understand whether personalised prompts are effective, several limitatons during the trial(s) have prompted the need for qualitative research to hypothetically explore the extent to which inaccurate personalisation of messaging undermines trust between the taxpayer and HMRC. Qualitative research is required to draw out the comparison between blunt (basic) prompts and intelligent ones to explore whether the positive behavioural changes is from an intelligent prompt compares to a blunt (basic) prompt. Intelligent prompts are generally five-times more expensive to deisgn and build, and so understanding how much more valuable (if at all), the intelligent prompt might be, will have a big influence on the fudning needed and the scale of the application of the different options within a fixed budget. The original research design included eye-tracking with taxpayers completing a portion of the live tax return followed immediately by in-depth interviews by a 50/50 split - 50% exposed to a digital intelligent prompt and 50% exposed to a blunt (basic) prompt. However, due to issues surrounding the hiring of a suitably qualified contractor with eye-tracking expertise and sample feasibility that has arisen from existing intelligent prompt trials and subsequent quantitative research/evaluation, this approach will utilise hypothetical questions with taxpayers. Presenting examples of blunt (basic) prompts and intelligent prompts, therefore making the obtainability of the sample more feasible and representing value for money.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-4a7a08bd-b138-4f46-a143-8eb3c9bfb869
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1bb61a3b-c67a-442e-9012-2545e06c3a72
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
£70,000 Under £100K
Lots Value
Not specified
Awards Value
£60,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
25 Apr 20232 years ago
Submission Deadline
22 Mar 2023Expired
Future Notice Date
Not specified
Award Date
22 Mar 20232 years ago
Contract Period
23 Mar 2023 - 22 Dec 2024 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
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

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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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