---
title: "Research to understand reassurance needs of customer to inform development of levers and encouraging take up of the Personal Tax Account"
ocid: "ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2018-03-08"
---

# Research to understand reassurance needs of customer to inform development of levers and encouraging take up of the Personal Tax Account

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed

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## Summary

The procurement process, initiated by H M Revenue & Customs, involved a tender titled "Research to understand reassurance needs of customer to inform development of levers and encouraging take up of the Personal Tax Account." This project falls within the industry category of Research and development services and related consultancy services. The tender period concluded on 20 June 2017, with the contract period starting on 18 July 2017 and ending on 27 October 2017. This selective procurement process was conducted through a call-off from a framework agreement, with a total contract value of £64,693, and the assignment has reached completion.

This tender opens avenues for businesses involved in market research and consultancy, particularly small and medium-sized enterprises (SMEs) adept at understanding customer needs and digital services. Companies with expertise in user engagement, customer experience design, and digital strategy development would be particularly well-suited to compete. Engaging with H M Revenue & Customs on projects that seek to enhance customer trust and interaction with digital platforms can substantiate businesses’ credibility and facilitate growth in this sector.

## Notice

Assignment under the Market Research MR130001 Agreement Contract. The aim of this research was to understand the customer need for reassurance, certainty and trust within HMRC digital channels and specifically within the PTA. The research sought to answer the following objectives: 1. To understand how customers view their responsibilities for their tax affairs. 2. Understand the customer need for reassurance, certainty and trust when meeting tax obligations. 3. Explore customer awareness and understanding of HMRC digital services. 4. Identify barriers to using PTA and what support is needed to address these. 5. Design levers and ideas to influence reassurance and trust. 6. Test and optimise existing concepts that HMRC is using or considering Customer uses and expectations of digital services differed slightly depending on the tax group, their previous experiences with HMRC and how confident they felt about getting their tax right.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d8ae1b09-1834-4d86-8300-0347d7d8f613 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Mar 2018 |
| Submission deadline | 20 Jun 2017 |
| Future notice date | Not specified |
| Award date | 25 Jun 2017 |
| Contract period | 17 Jul 2017 - 27 Oct 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £64,693 |
| Lots value | Not specified |
| Awards value | £64,693 |
| 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 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

- 8 Mar 2018 at 11:52 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d8ae1b09-1834-4d86-8300-0347d7d8f613

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d8ae1b09-1834-4d86-8300-0347d7d8f613
  8th March 2018 - 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-f415c4f7-c98c-43b7-a7eb-4f3c8928afed. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f415c4f7-c98c-43b7-a7eb-4f3c8928afed.json.