---
title: "Research Specification to understand customer to understand customer readiness for a digital Child Benefit service"
ocid: "ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2022-02-17"
---

# Research Specification to understand customer to understand customer readiness for a digital Child Benefit service

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d

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## Summary

The procurement process involves a contract awarded by H M Revenue & Customs for the project titled "Research Specification to understand customer readiness for a digital Child Benefit service." This contract falls under the category of 'Research and development services and related consultancy services.' The contract, valued at £120,000, is based in London, United Kingdom. The procurement method used for this tender was selective, executed as a call-off from a framework agreement. The tender period concluded on 30 January 2022, with the contract period running from 4 February 2022 to 31 July 2022.

This contract presents significant opportunities for businesses that specialise in research, digital services, and consultancy. Companies with expertise in understanding customer behaviour and technology implementation would be particularly well-suited to compete for future tenders in related fields. As this procurement is focused on digital transformation, businesses that can demonstrate innovative approaches to engaging with customers through online platforms may find themselves well-positioned for growth in the expanding digital public services sector.

## Notice

The core objectives of this research are: a. To develop a clearer understanding of ChB customers' current attitudes and expectations of a digital ChB service. b. To understand customers' needs to access online services in order for us to identify information and communications required. The research aims to answer the following questions: a. Are customers aware of current online facilities? b. What are the reasons for customer contact in HMRC? c. What information and communications are needed to notify customers of digital services to make the transition experience as positive as possible? d. What are customers attitudes towards an online ChB service? e. How much acceptance/resistance is likely for the potential to move to a 'digital by default' service? f. What customers would like to use a ChB digital service? What will the demographic of a digital ChB customer base be? g. What do customers expect from a ChB digital service? h. Are customers likely to use digital services in the future rather than telephone/paper channels?

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b3b045fe-975b-44a9-b2e1-6f913a8e08a3 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Goods |
| 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 | 17 Feb 2022 |
| Submission deadline | 30 Jan 2022 |
| Future notice date | Not specified |
| Award date | 1 Feb 2022 |
| Contract period | 4 Feb 2022 - 31 Jul 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,000 |
| Lots value | Not specified |
| Awards value | £120,000 |
| 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 | IFF 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

- 17 Feb 2022 at 17:03 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b3b045fe-975b-44a9-b2e1-6f913a8e08a3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b3b045fe-975b-44a9-b2e1-6f913a8e08a3
  17th February 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/be3d376b-5ad9-4457-bbdc-5c8b3a19b4fe
  Letter of Appointment
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ed055961-9f04-4649-b309-8ad33f9c7752
  Call-Off Contract Document

## 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-f6756609-3c54-46ba-a746-0577dfe9586d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f6756609-3c54-46ba-a746-0577dfe9586d.json.