Return to Collection debt and Covid impacts.

This is a KAI Social Research contract which was let through Research & Insights Dynamic Purchasing System.

HMRC debt balance has increased significantly as a result of the pandemic as well as two significant pauses in active debt collection activity. in response to this, as well as reduced collector resource and increased workload Debt Managment have transformed debt collection, in concert with stakeholders across HMRC, by introducing an innovative risking model segmenting customers. We are able to quantify performance, however, we want to understand the driving force behind payments, motivations and perceptions. Internal quantitative evaluation is monitored robustly but additional qualitative research will allow us to get behind how our new approach has felt to customers, in order to enable us to form a robust model appropriate for the current climate and build customer confidence to comply with future liabilities and seek financial assistance.

This approach requires robust evaluation due to significant investment and NAO interest. Research will enable us to react to evidence to deliver efficiencies, and provide customer support whilst maximising payment opportunities.