---
title: "Customer Experience of ITA messages"
ocid: "ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2017-01-04"
---

# Customer Experience of ITA messages

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d.json)

## Summary

The procurement process, initiated by H M Revenue & Customs, centres around the contract titled "Customer Experience of ITA messages." This project falls under the research and consultancy industry category and is based in London, England. The procurement process is currently at the award stage, with the contract awarded to Ipsos MORI for a total value of £38,247. The contract period commenced on 15 December 2016 and will conclude on 31 March 2017. This assignment aims to assess customer satisfaction with automated telephony messages by HMRC.

This tender presents an opportunity for businesses specialising in research and development services, particularly those with expertise in customer experience evaluation and automated communication systems. Small and medium enterprises (SMEs) are particularly encouraged to engage in this tender process, as they can offer innovative insights and provide tailored solutions that meet the needs outlined by HMRC. Companies able to analyse customer interactions and satisfaction will find this contract aligns well with their service offerings, enabling them to demonstrate their capabilities and potentially grow their market presence.

## Notice

Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand: * How well automated messages meet customer need and how satisfied customers are with the information received; * Whether customers who hang up following an ITA message have had their query resolved; and * The effectiveness of ITA messages in encouraging customers to self-serve for future queries.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/98a7c71e-2967-4576-8096-4dcc383dc99a |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Not specified |
| Procurement method | Not Specified |
| Procurement method details | Not applicable |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Jan 2017 |
| Submission deadline | 2 Nov 2016 |
| Future notice date | Not specified |
| Award date | 2 Nov 2016 |
| Contract period | 15 Dec 2016 - 31 Mar 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £38,247 |
| Lots value | Not specified |
| Awards value | £38,247 |
| 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 | South West London |
| Postcode | SW1A 2BQ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS MORI |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 4 Jan 2017 at 09:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/98a7c71e-2967-4576-8096-4dcc383dc99a

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/98a7c71e-2967-4576-8096-4dcc383dc99a
  4th January 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7a2cb119-eeda-44a4-95d3-fea7f114de10
  Customer Experience of ITA Messaging - Redacted SO

## 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-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d.json.