UK SBS Use of the Business Support Helpline and business support information on GOV.UK

Tender description

The National Business Support Helpline is a key element of the Government’s business support provision. It is a multi-channel service and can be accessed by telephone, web-chat, email and social media. The Helpline supports the business information on GOV.UK and GREAT, assisting visitors to GOV.UK to find and understand the information they need. The Helpline handles c. 3,500 inbound contacts each month. Around 30% of Helpline customers come from the GOV.UK website and we know that the main reason for customers contacting the Helpline after visiting GOV.UK is because they couldn’t find the information they were looking for - 49% on average this Quarter (Oct 15 – Dec 15). Around 95% of users say they have taken action after speaking to the helpline and c. 94% say they are planning to take action. However, we do not know whether or not users go on to take the action proposed nor the type of action they take. The research will explore in more detail (i) the reasons why users have contacted the Helpline after accessing GOV.UK; (ii) what users contact the Helpline for and the outcome of the call; and (iii) whether they go on to take action and what types of action they take.