Published date: 5 January 2017

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


Closing: 27 May 2016

Contract summary

Industry

  • Research and experimental development services - 73100000

Location of contract

London

Value of contract

£38,912

Procurement reference

1617BC02

Published date

5 January 2017

Closing date

27 May 2016

Contract start date

14 June 2016

Contract end date

31 March 2017

Contract type

Service contract

Procedure type

Other:

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements.

This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process

The key aims of the research are to gain insight into:
• Customer journeys into disputes, complaints and/or mandatory reconsideration processes
• The causes of customer dissatisfaction
• What service improvements are needed
• Customer support needs

More information

Attachments

Additional text

This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013

Award information

Awarded date

9 June 2016

Contract start date

14 June 2016

Contract end date

31 March 2017

Total value of contract

£38,912

This contract was awarded to 1 supplier.

Ipsos MORI

Address

3 Thomas More Square
London E1W 1YW

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

HMRC Commercial Directorate, Ralli Quays
3 Stanley St
SALFORD
M60 9LA
England

Email

stuart.bishop@hmrc.gsi.gov.uk