Research Exploring Customer Experience and Costly Behaviours
Details
- Value
- £159,525
- Duration
- 1 year
- Topic
- Research consultancy services
- Published
- 13 January 2023
- Source
- uk:contracts_finder
Tender description
The research aims to explore the link between customers' experience interacting with us and their behaviour - whether they interact in a way that is costly to HMRC and themselves. This research is needed because CIDD has been challenged by the Customer Experience Committee to demonstrate the fiscal benefits of a focus on customer experience. This research will help us understand how the experience of small businesses influences behaviours which are costly to them and HMRC, with the aim of identifying opportunities to change customer behaviour and reduce costs. Costly behaviours refers to where a customer interaction results in additional or avoidable HMRC costs. Currently, the ISBA provides a useful measure of customers' overall experience in the last 12 months, their wider perceptions of HMRC and what they think of key issues such as compliance. However, the data does not inform the department about how respondents' views or experiences of interacting with HMRC are linked to costly behaviours.
Timeline
- Completed: Award date19 December 2022
- Completed: Award published13 January 2023Current notice
- Completed: Contract expiry date18 April 2024
About the buyer
HM Revenue & Customs (HMRC) is the UK's tax, payments and customs authority, and buys as a non-ministerial government department through its own Commercial Directorate. Contract opportunities are advertised on the government's Find a Tender service. Suppliers register interest in live opportunities through the SAP Ariba eSourcing system. Core supplier details are recorded once on the Central Digital Platform. HMRC aims to trade with small and medium-sized businesses wherever feasible. Much of this procurement flows through Crown Commercial Service frameworks and dynamic markets. HMRC's own Purchase Order Terms and Conditions govern its lowest-value, lowest-complexity contracts.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of HMRC's contract awards have been in IT services, software and information systems and business services.
Relevant CPV codes
- 73210000 · Research consultancy services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov |
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