NINO Confirmation Research

Tender description

Market Research MR130001 Framework Agreement contract The overall aim of the research is to understand why customers are asking HMRC for their National Insurance number in writing. From October 2011 plastic National Insurance number cards were no longer issued and were replaced with a National Insurance number letter on HMRC headed paper. Demand for confirmation of a National Insurance number has risen by 21% over the past 5 years with c560,000 calls to our helpline and c330,000 written requests in 2014/15. Indication is that volumes will continue to rise. Call sampling suggests a wide range of demand drivers, including third parties, are increasing volumes on HMRC. Additional sample testing has identified that 97% of customers wanted their National Insurance number confirmed in writing from HMRC compared to just 3% who would accept phone confirmation.