Published date: 10 November 2025

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


Closing: 15 August 2025, 12pm

Contract summary

Industry

  • Social research services - 79315000

Location of contract

England, Scotland, Wales

Value of contract

£380,000

Procurement reference

CW103880

Published date

10 November 2025

Closing date

15 August 2025

Closing time

12pm

Contract start date

3 November 2025

Contract end date

2 January 2027

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?

Yes

Description

HM Revenue & Customs (HMRC) invited Suppliers from the Research & Insights DPS (RM6126) to undertake research aimed at defining and quantifying the extra support needs of HMRC customers and the impact of digitalisation on their support needs.

The overall aim of this research is to define and quantify the support needs of customers who need extra help when interacting with HMRC and how these might be affected by the move to digital.

The research aims to better understand, define and delineate extra support needs to enable quantification.

The research aims to produce robust, generalisable quantified evidence on the needs of customers who require extra support that is representative of the UK taxpayer population.

The research aims to answer the following questions:

-What are the support needs of customers who require extra help?
-How does current digitalisation affect support needs?
-How might the move to 'digital first' affect extra support needs in the future?
-What is the extent of extra support needs in the UK taxpayer population?
-What is the extent of interaction between individual and contextual support needs factors, both transient and fixed?
-What is the extent of the impact of interactions between individual and contextual factors, whether transient or fixed, on support needs?
-What support, and to what extent, do customers need HMRC to meet their obligations and provide to improve their experience of engaging with HMRC?

Award information

Awarded date

3 November 2025

Contract start date

3 November 2025

Contract end date

2 January 2027

Total value of contract

£380,000

This contract was awarded to 1 supplier.

NatCen Social Research

Address

250 City Road,
London,
EC1V 2AB

Reference

Companies House number: 04392418

Value of contract

£380,000

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Harry Hind

Address

100 PARLIAMENT STREET
LONDON
SS991AA
England

Telephone

03000555147

Email

harry.hind@hmrc.gov.uk