--- title: "Defining and Quantifying Extra Support Needs" ocid: "ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50.json" source: "Contracts Finder" current_stage: "Award" buyer: "H M REVENUE & CUSTOMS" published: "2025-11-10" --- # Defining and Quantifying Extra Support Needs Buyer: H M REVENUE & CUSTOMS Current stage: Award OCID: ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50.json) ## Summary The public procurement process undertaken by HM Revenue & Customs (HMRC) focuses on a project titled "Defining and Quantifying Extra Support Needs", classified under the social research services category. This process reached the award stage with a contract effective from 3rd November 2025 to 2nd January 2027. With a budget of £380,000, the selective procurement was conducted through a dynamic purchasing system. The primary aim is to research and quantify the support needs of HMRC customers, encompassing regions in England, Scotland, and Wales. The tender's significance is amplified by its end date of 15th August 2025, preceding its award notice on 10th November 2025. This tender presents an opportunity for businesses in the social research sector, particularly those capable of undertaking comprehensive studies on public support requirements in a digital context. Small and medium-sized enterprises (SMEs) and those with experience in handling Dynamic Purchasing Systems (DPS) would be well-positioned to compete. Collaborating on such impactful research not only facilitates business growth but also contributes valuable insights into digitalisation’s role in public sector interactions. The awarded supplier, NatCen Social Research, exemplifies the calibre of expertise sought for similar future opportunities in the realm of public research services. ## Notice HM Revenue & Customs (HMRC) invited Suppliers from the Research & Insights DPS (RM6126) to undertake research aimed at defining and quantifying the extra support needs of HMRC customers and the impact of digitalisation on their support needs. The overall aim of this research is to define and quantify the support needs of customers who need extra help when interacting with HMRC and how these might be affected by the move to digital. The research aims to better understand, define and delineate extra support needs to enable quantification. The research aims to produce robust, generalisable quantified evidence on the needs of customers who require extra support that is representative of the UK taxpayer population. The research aims to answer the following questions: -What are the support needs of customers who require extra help? -How does current digitalisation affect support needs? -How might the move to 'digital first' affect extra support needs in the future? -What is the extent of extra support needs in the UK taxpayer population? -What is the extent of interaction between individual and contextual support needs factors, both transient and fixed? -What is the extent of the impact of interactions between individual and contextual factors, whether transient or fixed, on support needs? -What support, and to what extent, do customers need HMRC to meet their obligations and provide to improve their experience of engaging with HMRC? ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ccb1f7bc-c1ef-402d-b7a0-dbd9b108d026 | | 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, VCSE | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Nov 2025 | | Submission deadline | 15 Aug 2025 | | Future notice date | Not specified | | Award date | 3 Nov 2025 | | Contract period | 3 Nov 2025 - 2 Jan 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £380,000 | | Lots value | Not specified | | Awards value | £380,000 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | H M REVENUE & CUSTOMS | | Locality | LONDON | | Post town | Southend-on-Sea | | Postcode | SS99 1AA | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH3 Essex | | ITL 3 | TLH31 Southend-on-Sea | | Local authority | Southend-on-Sea | | Electoral ward | Victoria | | Westminster constituency | Southend East and Rochford | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | NATCEN SOCIAL RESEARCH | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79315000 - Social research services ## Release History - 10 Nov 2025 at 14:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ccb1f7bc-c1ef-402d-b7a0-dbd9b108d026 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/ccb1f7bc-c1ef-402d-b7a0-dbd9b108d026 10th November 2025 - Awarded contract notice on Contracts Finder ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-297aee65-5c19-4d77-a1b9-6483d94d4e50.json.