Award

1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

26 Jan 2017 at 14:29

Award Notice
Summary of the contracting process

The procurement process, initiated by H M Revenue & Customs, involved the tender titled "1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results." This contract falls under the research and experimental development services category and was located in London, United Kingdom. The procurement was conducted through a mini-competition within the DWP Social and Economic Research Framework 2013, and the notable dates include the tender period ending on 8 June 2016, followed by a contract period from 17 June 2016 to 3 October 2016. The contracted value was £43,578, and it has been completed and awarded to TNS BMRB.

This tender represents an opportunity for businesses specialising in research and customer experience enhancement to engage with government services. Companies with capabilities in qualitative research methodologies and experience in analysing customer feedback would be particularly well-suited to compete for similar future contracts. The insights generated from this survey are expected to lead to improved public services, presenting a potential avenue for firms to contribute to and benefit from the ongoing development of HMRC's operations.

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Notice Information

Notice Title

1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results

Notice Description

This research with individuals, small businesses and agents aims to understand the causes, the initial expectations and priorities, behind dissatisfaction with time taken to resolve queries raised with HMRC. This was identified as a primary area for improvement following the 2015 Mass Market Customer Survey. This research is amongst customers who had reported negative experiences, and the results will be used to improve HMRC's service and customers' experience of dealing with it. Additional information: This contract was let following a mini competition within the DWP Social and Economic Research Framework 2013

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9197d2fd-c164-4d7a-bb68-f65dfd3c078f
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
£43,578 Under £100K
Lots Value
Not specified
Awards Value
£43,578 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
26 Jan 20179 years ago
Submission Deadline
8 Jun 2016Expired
Future Notice Date
Not specified
Award Date
2 Jun 20169 years ago
Contract Period
16 Jun 2016 - 3 Oct 2016 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
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

TNS BMRB

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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