Published date: 4 January 2017

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


Closing: 2 November 2016

Contract summary

Industry

  • Research and development services and related consultancy services - 73000000

Location of contract

Any region

Value of contract

£38,247

Procurement reference

16-17 KAI01

Published date

4 January 2017

Closing date

2 November 2016

Contract start date

15 December 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' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand:
• How well automated messages meet customer need and how satisfied customers are with the information received;
• Whether customers who hang up following an ITA message have had their query resolved; and
• The effectiveness of ITA messages in encouraging customers to self-serve for future queries.

More information

Attachments

Award information

Awarded date

2 November 2016

Contract start date

15 December 2016

Contract end date

31 March 2017

Total value of contract

£38,247

This contract was awarded to 1 supplier.

Ipsos MORI

Address

3 Thomas More St, 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