---
title: "Research to understand customers' appetite and preferences towards engaging with HMRC digitally"
ocid: "ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2022-09-05"
---

# Research to understand customers' appetite and preferences towards engaging with HMRC digitally

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-3e626311-13bd-4ee8-a97d-b485917f42c8

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## Summary

The UK's HM Revenue & Customs has recently awarded a contract for research and development services related to understanding customers' digital engagement preferences. This tender, with a value of £180,000, falls under the research and development services category and was procured through a selective call-off from a dynamic purchasing system. The contract period is set to run from August 29, 2022, to August 28, 2023. The buying organisation, HMRC, located at 2 Dearmans Place, Salford, United Kingdom, specified the need for research to shape their Channel Strategy and improve customer experience through digital channels.

Businesses involved in research and development services targeting digital engagement would find this tender by HMRC a lucrative opportunity for growth. Companies with expertise in customer research, digital transformation, and service design for tax administration are well-suited to bid for this contract. The contract's focus on improving customer satisfaction, reducing costs, and enhancing compliance aligns with businesses aiming to deliver innovative digital solutions for public organisations like HMRC, paving the way for collaborations that drive both customer and operational efficiencies.

## Notice

HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should: * improve customer experience and satisfaction levels * reduce costs for both the taxpayer and HMRC * improve the overall health of the tax system through reducing administration burdens and improving compliance * fulfil HMRC's broader ambitions to be a leading and aspirational digitally driven UK tax administration. HMRC is developing a Channel Strategy, which will drive how customers interact with HMRC. The Strategy will set out how HMRC will support most customers to self-serve through an attractive digital channel offer as default. The Strategy will also set out support levels for customers who may need extra help, are digitally excluded or otherwise vulnerable, ensuring compliance and evidential requirements are considered. HMRC is in the early stages of carrying out other research to help inform the future direction and successful implementation of the Channel Strategy. HMRC plan to share relevant insight, where appropriate, with the successful supplier from related research which we are currently conducting on taxpayers' digital appetite and preferences. The findings from this research will support HMRC planning and delivery of the Channel Strategy over the next two to three years, whilst providing an updated assessment of the proportion and nature of Assisted Digital and Digitally Excluded taxpayers to inform HMRC's new Digital Inclusion Strategy.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d3b07515-ab85-4190-81b3-22fa4729941f |
| Notice type | Award Notice |
| Procurement type | Dynamic |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Sep 2022 |
| Submission deadline | 26 Aug 2022 |
| Future notice date | Not specified |
| Award date | 21 Aug 2022 |
| Contract period | 28 Aug 2022 - 28 Aug 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £180,000 |
| Lots value | Not specified |
| Awards value | £180,000 |
| 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 | SALFORD |
| Post town | Manchester |
| Postcode | M3 5BS |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD34 Greater Manchester South West |
| Local authority | Salford |
| Electoral ward | Blackfriars & Trinity |
| Westminster constituency | Salford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NATIONAL CENTRE FOR SOCIAL RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 5 Sep 2022 at 15:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d3b07515-ab85-4190-81b3-22fa4729941f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d3b07515-ab85-4190-81b3-22fa4729941f
  5th September 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/dbd4607d-7944-46ae-8e5a-de7df465fde6

## Provenance

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