Award

Research Exploring Customer Experience and Costly Behaviours

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

13 Jan 2023 at 14:40

Award Notice
Summary of the contracting process

The HM Revenue & Customs has awarded a selective procurement contract for research consultancy services titled "Research Exploring Customer Experience and Costly Behaviors". The procurement process was initiated through a tender with an ID of CW84206. The contract value is £159,525 GBP, and the contract period is from 19th December 2022 to 18th April 2024. The procurement method was "Call-off from a dynamic purchasing system". The research will focus on understanding how the experience of small businesses influences behaviors that incur costs to both the businesses and HMRC.

This tender opportunity with HM Revenue & Customs is suited for businesses offering research consultancy services. Small and medium-sized enterprises (SMEs) are particularly encouraged to participate. The research aims to identify opportunities to change customer behaviors and reduce costs for both the businesses and HMRC. Businesses with expertise in behavioural economics, customer experience analysis, and cost reduction strategies would find this tender particularly relevant for their growth and development.

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Notice Information

Notice Title

Research Exploring Customer Experience and Costly Behaviours

Notice Description

The research aims to explore the link between customers' experience interacting with us and their behaviour - whether they interact in a way that is costly to HMRC and themselves. This research is needed because CIDD has been challenged by the Customer Experience Committee to demonstrate the fiscal benefits of a focus on customer experience. This research will help us understand how the experience of small businesses influences behaviours which are costly to them and HMRC, with the aim of identifying opportunities to change customer behaviour and reduce costs. Costly behaviours refers to where a customer interaction results in additional or avoidable HMRC costs. Currently, the ISBA provides a useful measure of customers' overall experience in the last 12 months, their wider perceptions of HMRC and what they think of key issues such as compliance. However, the data does not inform the department about how respondents' views or experiences of interacting with HMRC are linked to costly behaviours.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/281a6de0-8398-49e8-b18a-aa3e6b6ef847
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73210000 - Research consultancy services

Notice Value(s)

Tender Value
£159,525 £100K-£500K
Lots Value
Not specified
Awards Value
£159,525 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
13 Jan 20233 years ago
Submission Deadline
18 Oct 2022Expired
Future Notice Date
Not specified
Award Date
14 Dec 20223 years ago
Contract Period
19 Dec 2022 - 18 Apr 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

BMG 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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