Behavioural, Insight and Research Customer Lab Specialist Support

Tender description

HMRC has a long-standing commitment to ensuring its operations and policy decisions are informed by high quality, timely research. This research is largely delivered through external contractors who deliver larger-scale, independent research. HMRC has already launched its Customer Lab in Shipley, near Leeds. A second Lab is likely to open in London in the Spring of 2018. The Labs are considered to be in line with industry best practice - both include space for the delivery of a range of different qualitative research methods, both also include viewing facilities, video-relay equipment and allow for visual and audio recording for the rapid generation of data for analysis. Some staff have experience in fieldwork delivery gathered largely from prior experience working in research agencies, but for most this is fairly outdated. We are therefore in need of some specialist support from a highly experienced qualitative researcher to build our capability in primary fieldwork delivery. The key deliverables required include: • A scoping note outlining the team's current levels of capability and proposing a clear approach to delivering bespoke training and coaching to help plug gaps in skills and experience. • The delivery of draft training materials for review by our Head of Customer Research and our Customer Lab lead, to ensure any proposals are aligned with Government protocols around the delivery of research, HMRC-specific processes / parameters and HMRC's customer base. • The delivery of group training for the team - likely through several day-long training sessions. • The delivery of a range of coaching sessions with individual team members. The overall value of the framework is £15k, and the intention is to run the Framework for 15 weeks with an option to extend further