Customer Lab Training & Support

The Authority 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, independent research for the department.

To complement this approach, the Authority has now built its capability and capacity to deliver small scale, fast turnaround research in-house through a Customer Lab team staffed by government social research professionals within the Authority. At present, the Customer Lab primarily delivers qualitative research projects. Scoping work has begun to deliver a quantitative research offer.

The Customer Lab team manages two physical facilities, at offices in Stratford (London) and Manchester. The facilities both include a space for the delivery of a range of different qualitative research methods, including viewing facilities, video-relay equipment and allow for visual and audio recording for the rapid generation of data for analysis.

Training and mentoring for Customer Lab researchers has previously been delivered through experienced external researchers to help build the team's capability in designing and delivering qualitative research for their customers.

The Authority wants to continue to support, maintain and advance the qualitative research skills of the Customer Labs team. This specialist support will help the longer-term development of the team by building capability in more advanced research skills and methods. Foundation training for new recruits will still be required.

To align with the scoping of a Customer Lab quantitative offer to internal stakeholders, the Authority is seeking expertise in qualitative, quantitative and mixed method research.

Additional information: This requirement will be met by an eSourcing RfI using HMRC SAP Ariba. Please ensure you are registered with the HMRC SAP Ariba to gain access to the RfI documentation which will contain full details. If you are not already registered, the registration link is: http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email by return confirming the 'registration process is now complete' and providing you with 'your organisation's account ID' number. If an email response from HMRC is not received within one working day of your request, please re-contact [email protected] (after first checking your spam in-box) confirming when your registration request was first made. Once you have obtained 'your organization's account ID' number, please email [email protected] and copy in [email protected] with your account ID number, you will then receive an e-mail confirming access. Further information about HMRC's procurement tool SAP Ariba, Suppliers Guide and general information is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm If you have already registered on SAP Ariba then you may also need to re-register on HMRC's SAP Ariba in order to be added to the event.