1516BC09 research to test Tax-Free Childcare draft customer correspondence and guidance DWP/

HMRC is committed to ensuring that the scheme is simple to use and that correspondence and guidance regarding the scheme provides easy to understand information, and supports customers (parents and childcare providers) to interact with Tax-Free Childcare online.

The aim of this qualitative research is to:  Explore the customer understanding and usability of key draft correspondence products and the ‘mainstream’ and ‘specialist’ guidance.  Identify any changes that can be made to improve understanding and the likelihood of potential customers responding in the desired way.  Explore navigation to TFC guidance and how customers might prefer to move between this and other GOV.UK guidance once the guidance is live.

HMRC wants to understand how customers will interact with the guidance and correspondence products and whether they make sense to customers as part of the wider Tax-Free Childcare customer journey.

Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013.