Source: https://tendernation.io/opportunities/01a13c8e-bd92-71ab-ac64-a77abf197768/research-to-understand-customers-appetite-and-preferences-towards-engaging-with

awarded GB restricted procedure

# Research to understand customers' appetite and preferences towards engaging with HMRC digitally

[H M Revenue & Customs](https://tendernation.io/buyers/h-m-revenue-customs)

Estimated value

£180,000

Published

5 Sept 2022

Deadline

Closed

26 Aug 2022

## About this tender

HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should:

• improve customer experience and satisfaction levels

• reduce costs for both the taxpayer and HMRC

• improve the overall health of the tax system through reducing administration burdens and improving compliance

• fulfil HMRC's broader ambitions to be a leading and aspirational digitally driven UK tax administration.

HMRC is developing a Channel Strategy, which will drive how customers interact with HMRC. The Strategy will set out how HMRC will support most customers to self-serve through an attractive digital channel offer as default. The Strategy will also set out support levels for customers who may need extra help, are digitally excluded or otherwise vulnerable, ensuring compliance and evidential requirements are considered.

HMRC is in the early stages of carrying out other research to help inform the future direction and successful implementation of the Channel Strategy. HMRC plan to share relevant insight, where appropriate, with the successful supplier from related research which we are currently conducting on taxpayers' digital appetite and preferences.

The findings from this research will support HMRC planning and delivery of the Channel Strategy over the next two to three years, whilst providing an updated assessment of the proportion and nature of Assisted Digital and Digitally Excluded taxpayers to inform HMRC's new Digital Inclusion Strategy.

Read full description

## CPV classification

Research and development services and related consultancy services

Source

Contracts Finder (UK)

[View official notice](https://www.contractsfinder.service.gov.uk/notice/3e626311-13bd-4ee8-a97d-b485917f42c8)

Never miss a tender like this again

Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start.

[Track tenders free](https://tendernation.io/register)

[Buyer profile H M Revenue & Customs: past awards and live tenders](https://tendernation.io/buyers/h-m-revenue-customs) [Sector More Research & development tenders](https://tendernation.io/sectors/research-development)

## More tenders like this

[NCC1999 NE Rural Growth Programme Evaluation · Northumberland County Council · 22 days left · 10 Nov 2026](https://tendernation.io/opportunities/01a154e4-464d-73d3-9c3e-e81aa703d9f0/ncc1999-ne-rural-growth-programme-evaluation) [Nature recovery and intangible cultural heritage · Natural England · 25 days left · 12 Nov 2026](https://tendernation.io/opportunities/01a154e4-4787-7110-ab3a-3a405c46164b/nature-recovery-and-intangible-cultural-heritage) [Local Government Data Sharing Playbook: Multi-Agency Sharing in Children’s Social Care · Improvement and Development Agency for Local Government (IDeA) · 21 days left · 9 Nov 2026](https://tendernation.io/opportunities/01a154e4-4947-728c-ad83-59c066944fda/local-government-data-sharing-playbook-multi-agency-sharing-in-childrens-socia) [Specialist Advice/Advisor Service for Gloucestershire’s Advanced Engineering and Manufacturing Sector · Tewkesbury Borough Council · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a15476-6446-722b-9ec6-44e39018b2f6/specialist-adviceadvisor-service-for-gloucestershires-advanced-engineering-and) [Research and development services and related consultancy services – Forschungsprojekt - DZSF - Mobilitätskettenanalyse - Wie Verkehrsdaten den ländlichen Schienenverkehr stärken können · Eisenbahn-Bundesamt · 100 days left · 27 Jan 2027](https://tendernation.io/opportunities/01a15183-2140-73b5-8807-5ad43f7122d9/germany-research-and-development-services-and-related-consultancy-services-f) [Research and development services and related consultancy services – Begleitforschung Städtebauförderung - Wissenstransfer: Anwendungsleitfaden des Bundes zur Praxis Städtebauförderung · Bundesinstitut für Bau-, Stadt- und Raumforschung (BBSR) im Bundesamt für Bauwesen und Raumordnung (BBR) · 30 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-4375-730a-9135-c6d6d211cb68/germany-research-and-development-services-and-related-consultancy-services-b)