Understanding our customers: Qualitative call-off contract

Assignment under the Market Research MR130001 Agreement Contract.

To meet an increasing demand for external research that is needed to support HMRC business decisions, the Behavioural Customer & Insight (BCI)Team set up a Quantitative call-off contract in March 2011 to fulfil the need for undertaking urgent small and medium sized projects with quick turnarounds. This contract expires at the end of July 2016. We are seeking to re-tender this contract through the Market Research MR130001 Framework, Lot 3: Develop and Test Concepts for Communication Products and Services and anticipate this call-off contract will last for two years with the option of extending it by a further two years. The specific details of our potential needs over the next year are, as yet, undetermined (the projects, by their very nature tend to be unplanned and urgent – therefore unexpected). The focus of this call-off contract is all three of HMRC’s main customer groups which include (a) Individual customers, (b) Small, medium and large businesses, and (c) Agents.