Defining and Quantifying Extra Support Needs

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?