Award

1617BC02 Customer experiences and behaviours during tax credits disputes and complaints

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

05 Jan 2017 at 13:47

Award Notice
Summary of the contracting process

The procurement process involves a research project titled "1617BC02 Customer experiences and behaviours during tax credits disputes and complaints," initiated by H M Revenue & Customs in London, United Kingdom. This initiative falls under the research and experimental development services category, with a contract value of £38,912. The procurement method employed was categorised as "Other," and the contract period commences from 14th June 2016 to 31st March 2017. The award for this tender was published on 5th January 2017, with the tender period concluding on 27th May 2016.

This tender offers significant opportunities for businesses interested in research services, particularly those focusing on customer behaviour analysis and service improvement initiatives. Small and medium-sized enterprises (SMEs) with experience in qualitative and quantitative research methodologies would be well-suited to compete for similar contracts. By engaging in such projects, businesses can enhance their market visibility and contribute to valuable public services in the realm of tax credits and customer support.

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Notice Information

Notice Title

1617BC02 Customer experiences and behaviours during tax credits disputes and complaints

Notice Description

The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements. This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process The key aims of the research are to gain insight into: * Customer journeys into disputes, complaints and/or mandatory reconsideration processes * The causes of customer dissatisfaction * What service improvements are needed * Customer support needs Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/93da4bd3-ae86-496e-97b4-bbc569de39e4
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73100000 - Research and experimental development services

Notice Value(s)

Tender Value
£38,912 Under £100K
Lots Value
Not specified
Awards Value
£38,912 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Jan 20179 years ago
Submission Deadline
27 May 2016Expired
Future Notice Date
Not specified
Award Date
8 Jun 20169 years ago
Contract Period
13 Jun 2016 - 31 Mar 2017 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
M60 9LA
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
TLI London
Local Authority
Salford
Electoral Ward
Ordsall
Westminster Constituency
Salford

Supplier Information

Number of Suppliers
1
Supplier Name

IPSOS MORI

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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