Published date: 13 December 2016

Last edited date: 13 December 2016

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


Closing: 17 November 2016

Contract summary

Industry

  • Research and development services and related consultancy services - 73000000

Location of contract

Any region

Value of contract

£29,542

Procurement reference

16-17 PT04

Published date

13 December 2016

Closing date

17 November 2016

Contract start date

24 November 2016

Contract end date

31 March 2017

Contract type

Not applicable

Procedure type

Not applicable

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Assignment under the Market Research MR130001 Agreement Contract.

This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand:
• The reasons why customers use HMRC's webchat;
• How webchat fits into the customer journey;
• Customer experience of HMRC's webchat, and how this
compares with their expectations;
• Barriers to use of webchat; and
• Any connections between webchat and the Personal Tax
Account.

More information

Attachments

Award information

Awarded date

15 November 2016

Contract start date

24 November 2016

Contract end date

31 March 2017

Total value of contract

£29,542

This contract was awarded to 1 supplier.

Ipsos Mori

Address

3 Thomas More Street, St Katharine's & Wapping, London E1W 1YW

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Olayinka Ege

Address

100 Parliament Street
London
SW1A 2BQ
England

Email

olayinka.ege@hmrc.gsi.gov.uk