---
title: "Research into the effortless proposition to individual customers"
ocid: "ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2019-09-03"
---

# Research into the effortless proposition to individual customers

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75.json)

## Summary

The procurement process titled "Research into the effortless proposition to individual customers" was conducted by H M Revenue & Customs, focusing on the research and development services sector. Located in Southend-on-Sea, England, this tender was part of a selective procurement method through a call-off from a framework agreement. The tender period ended on 19th July 2019, and the award, valued at £78,335.50, was officially announced on 3rd September 2019. The contract commenced on 29th August 2019 and will run until 28th February 2020.

This contract presents growth opportunities for businesses specialising in qualitative research and consultancy services. Companies with expertise in customer service research and those capable of delivering tailored research solutions would be well-suited to pursue similar tenders. As H M Revenue & Customs aims to enhance its service offerings, suppliers who demonstrate innovative approaches to creating customer journeys and user experience improvements may find their proposals more compelling in future bidding processes.

## Notice

This qualitative research will take a two stage approach to firstly understand how customers would define an effortless service, and whether this is something that they would want to experience from HMRC. Should the findings show that customers do want an effortless service, HMRC will run a second stage which will test 'effortless' concepts and prototypes with customers to understand how HMRC might be able to practically apply 'effortless' into the services that we provide.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1f25dae4-6963-4a3d-b85b-d024cce8873d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Sep 2019 |
| Submission deadline | 19 Jul 2019 |
| Future notice date | Not specified |
| Award date | 27 Aug 2019 |
| Contract period | 28 Aug 2019 - 28 Feb 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £78,335 |
| Lots value | Not specified |
| Awards value | £78,335 |
| 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 | SOUTHEND-ON-SEA |
| 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 | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KANTAR |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 3 Sep 2019 at 13:16 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1f25dae4-6963-4a3d-b85b-d024cce8873d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1f25dae4-6963-4a3d-b85b-d024cce8873d
  3rd September 2019 - 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-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6a1c5123-ab61-4295-ab23-ee8149eb7c75.json.