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...