Published date: 13 January 2023

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 18 October 2022, 1pm

Contract summary

Industry

  • Research consultancy services - 73210000

Location of contract

United Kingdom

Value of contract

£159,525

Procurement reference

CW84206

Published date

13 January 2023

Closing date

18 October 2022

Closing time

1pm

Contract start date

19 December 2022

Contract end date

18 April 2024

Contract type

Service contract

Procedure type

Call-off from a dynamic purchasing system

A mini-competition or direct purchase from a pre-established dynamic purchasing system.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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.

More information

Attachments

Award information

Awarded date

14 December 2022

Contract start date

19 December 2022

Contract end date

18 April 2024

Total value of contract

£159,525

This contract was awarded to 1 supplier.

BMG Research

Address

Beech House, Greenfield Crescent, Edgbaston,
Birmingham, B15 3BE

Reference

Companies House number: 2841970

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Ibrahim Mulla

Address

Trinity Bridge House, 2 Dearmans Place,
Salford,
M3 5BS
England

Email

ibrahim.mulla@hmrc.gov.uk