---
title: "Customer Immersion Programme (2025 - 28)"
ocid: "ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2025-11-24"
---

# Customer Immersion Programme (2025 - 28)

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b)  
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## Summary

The public procurement process for the "Customer Immersion Programme (2025 - 28)" has been completed by H M Revenue & Customs. This contract, classified under research services, focuses on enhancing customer understanding as part of the design process for HMRC. The project is located in the United Kingdom, with a considerable value of £135,000. The procurement method employed was a direct award under the 'Other' category, with the award status achieved on 28th November 2025. The contract period spans from 28th November 2025 to 28th November 2028. This procurement falls under the services industry category and was particularly oriented towards small and medium enterprises (SMEs), excluding VCSE organisations.

This tender presents potential business growth opportunities, especially for SMEs skilled in delivering research services. Firms capable of offering robust customer insight solutions stand to gain from engaging in such government-led initiatives, which often lead to long-term collaborations. The direct award nature of this procurement highlights the possibility for niche service providers to develop partnerships with public sector organisations like HMRC, establishing valuable contacts and reputation within the industry. Businesses aiming to expand their presence within the public sector and those with innovative approaches to customer immersion and insight will find this contract especially lucrative.

## Notice

The Customer Immersion Programme within CPD has responsibility for planning and driving forward customer understanding. Immersion being seen as integral to the HMRC design process. CPD SLT are championing all teams to utilise the insight immersion can bring. We aim to build on the expansion of the immersion programme a senior levels including DDS and DGS. Customer Immersion has been identified as an essential part of the initial approach to building capability, empathy and understanding in our staff.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/395f5c5f-0225-42b1-a327-184e243bdffd |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Direct Award |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 24 Nov 2025 |
| Submission deadline | 27 Nov 2025 |
| Future notice date | Not specified |
| Award date | 24 Nov 2025 |
| Contract period | 28 Nov 2025 - 28 Nov 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £135,000 |
| Lots value | Not specified |
| Awards value | £135,000 |
| 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 | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | DISCOVERY RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 24 Nov 2025 at 10:26 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/395f5c5f-0225-42b1-a327-184e243bdffd

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/395f5c5f-0225-42b1-a327-184e243bdffd
  24th 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-b5fd17-8c215268-2aa3-48db-a759-d801552c779b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b.json.