Award

Customer Experience of ITA messages

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

04 Jan 2017 at 09:20

Award Notice
Summary of the contracting process

The procurement process, initiated by H M Revenue & Customs, centres around the contract titled "Customer Experience of ITA messages." This project falls under the research and consultancy industry category and is based in London, England. The procurement process is currently at the award stage, with the contract awarded to Ipsos MORI for a total value of £38,247. The contract period commenced on 15 December 2016 and will conclude on 31 March 2017. This assignment aims to assess customer satisfaction with automated telephony messages by HMRC.

This tender presents an opportunity for businesses specialising in research and development services, particularly those with expertise in customer experience evaluation and automated communication systems. Small and medium enterprises (SMEs) are particularly encouraged to engage in this tender process, as they can offer innovative insights and provide tailored solutions that meet the needs outlined by HMRC. Companies able to analyse customer interactions and satisfaction will find this contract aligns well with their service offerings, enabling them to demonstrate their capabilities and potentially grow their market presence.

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Notice Information

Notice Title

Customer Experience of ITA messages

Notice Description

Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand: * How well automated messages meet customer need and how satisfied customers are with the information received; * Whether customers who hang up following an ITA message have had their query resolved; and * The effectiveness of ITA messages in encouraging customers to self-serve for future queries.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/98a7c71e-2967-4576-8096-4dcc383dc99a
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
£38,247 Under £100K
Lots Value
Not specified
Awards Value
£38,247 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
4 Jan 20179 years ago
Submission Deadline
2 Nov 2016Expired
Future Notice Date
Not specified
Award Date
2 Nov 20169 years ago
Contract Period
15 Dec 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
Olayinka Ege
Contact Email
olayinka.ege@hmrc.gsi.gov.uk
Contact Phone
Not specified

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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