Award

Webchat Customer Research

H M REVENUE & CUSTOMS

This public procurement record has 2 releases in its history.

AwardUpdate

13 Dec 2016 at 13:53

Award Notice
Award

13 Dec 2016 at 11:49

Award Notice
Summary of the contracting process

The procurement process for the "Webchat Customer Research" project initiated by H M Revenue & Customs, a distinguished agency located at 100 Parliament Street, London, involves qualitative research aimed at analysing customer interactions with webchat services. This tender, classified under Research and Development Services (CPV code 73000000), reached its end date for submissions on 17 November 2016 and followed a tender approach. The contract for this assignment, valued at £29,542, commenced on 24 November 2016 and is due to conclude on 31 July 2017.

This opportunity is particularly suited to small and medium-sized enterprises (SMEs) specialising in market research and consultancy services, especially those with expertise in digital customer engagement and experience analysis. Businesses that can conduct thorough qualitative research to understand user experiences and expectations surrounding digital communications, such as webchat, would benefit greatly from competing for this contract. Given the project's focus on enhancing customer service through innovative research, it presents a pathway for companies aiming to expand their influence within the public sector.

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Notice Information

Notice Title

Webchat Customer Research

Notice Description

Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand: * The reasons why customers use HMRC's webchat; * How webchat fits into the customer journey; * Customer experience of HMRC's webchat, and how this compares with their expectations; * Barriers to use of webchat; and * Any connections between webchat and the Personal Tax Account.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not applicable
Tender Suitability
SME
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
£29,542 Under £100K
Lots Value
Not specified
Awards Value
£29,542 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
13 Dec 20169 years ago
Submission Deadline
17 Nov 2016Expired
Future Notice Date
Not specified
Award Date
15 Nov 20169 years ago
Contract Period
24 Nov 2016 - 31 Mar 2017 1-6 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
LONDON
Postcode
SW1A 2BQ
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

IPSOS MORI

Further Information

Notice Documents

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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