Research Specification to understand customer to understand customer readiness for a digital Child Benefit service

The core objectives of this research are: a. To develop a clearer understanding of ChB customers' current attitudes and expectations of a digital ChB service. b. To understand customers' needs to access online services in order for us to identify information and communications required.

The research aims to answer the following questions: a. Are customers aware of current online facilities? b. What are the reasons for customer contact in HMRC? c. What information and communications are needed to notify customers of digital services to make the transition experience as positive as possible? d. What are customers attitudes towards an online ChB service? e. How much acceptance/resistance is likely for the potential to move to a 'digital by default' service? f. What customers would like to use a ChB digital service? What will the demographic of a digital ChB customer base be? g. What do customers expect from a ChB digital service? h. Are customers likely to use digital services in the future rather than telephone/paper channels?