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...