# Behavioural, Insight and Research Customer Lab Specialist Support

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [H M Revenue & Customs](/buyers/h-m-revenue-customs/contract-awards)
- Tender value: £15,000
- Published: 27 November 2017
- Planned start: 8 January 2018
- Planned end: 16 April 2018
- Stage: open_tender
- Procurement category: services
- Notice ID: c8db3e7c-2df6-406e-857c-ca504104cd1c-184091
- OCID: ocds-b5fd17-9e7312c5-fb79-4f8b-a73b-6d5c7a9e87eb

## Description

HMRC has a long-standing commitment to ensuring its operations and policy decisions are informed by high quality, timely research\. This research is largely delivered through external contractors who deliver larger-scale, independent research\. To complement this approach, the Department is now building its capability and capacity to deliver small-scale, fast turnaround research in-house, through a new 'Customer Lab'\. Delivering this work in-house will save time and cost in relation to small-scale projects, and ensure HMRC staff retain the knowledge gathered internally, rather than this knowledge being held by external research contractors\. HMRC has already launched its Customer Lab in Shipley, near Leeds\. A second Lab is likely to open in London in the Spring of 2018\. The Labs are considered to be in line with industry best practice - both include space for the delivery of a range of different qualitative research methods, both also include viewing facilities, video-relay equipment and allow for visual and audio recording for the rapid generation of data for analysis\. Customer Lab projects will be resourced by existing HMRC research specialists\. However, most HMRC researchers are experienced in research design, procurement and the management of externally commissioned research, rather than the delivery of research fieldwork themselves, in-house\. Some staff have experience in fieldwork delivery gathered largely from prior experience working in research agencies, but for most this is fairly outdated\. We are therefore in need of some specialist support from a highly experienced qualitative researcher to build our capability in primary fieldwork delivery\. The requirements for this agreement is of a size that will adequately allow SMEs to bid as part of a single lot format\. In addition the overall value of the framework is £15k, and the intention is to run the Framework for 15 weeks with an option to extend further Additional information: Ariba Registration Instructions HMRC use an HMRC version of SAP Ariba Sourcing\. If you have already registered please email e\.procurement@hmrc\.gsi\.gov\.uk with the following information: The contract title shown in Section II\.1\.1\) Your organisation's HMRC SAP Ariba account ID: AN\. If you have not registered please see Ariba Registrations Instructions in part 5\. Online questionnaires must be fully completed no later than 12:00 on 11\.12\.2017\. Expressions of interest not containing the requested information may be rejected\. All communications shall be in English

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/c8db3e7c-2df6-406e-857c-ca504104cd1c-184091)