HMRC Customer Immersion Programme

Award outcome

Description

The purpose of the Client's Customer Immersion Programme is to undertake Immersion activities (usually meeting customers face to face where they will be asked to discuss their experiences of interacting with HMRC. On occasion draft forms or letters, Lines to Take, guidance or communication leaflets may be shared) to better understand the experiences of HMRC customers. The Client requires the assistance of a specialist Supplier to support its recruitment of sample customers (the Client will detail the customer specification in its commissioning document or on occasion provide 'customer lists' from which the Supplier will recruit the sample customers needed) for 25 to 35 Immersion sessions per year and also provide wider expertise.

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