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Awarded contract

Customer Immersion Programme (2025 - 28)

Details

Buyer
HM Revenue & Customs (HMRC)
Supplier(s)
Discovery Research Ltd
Value
£135,000
Duration
3 years
Topic
Research services
Published
24 November 2025
Source
uk:contracts_finder

Tender description

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.

Timeline

  1. Award published24 November 2025
    Current notice
  2. Award date28 November 2025
  3. Contract expiry date28 November 2028in 2 years

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. 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.

Over the past 5 years, most of HMRC's contract awards have been in IT services, software and information systems and business services.

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