Research and analysis

Needs Enhanced Support (NES) pilot evaluation research

An evaluation of the Needs Enhanced Support pilot, which took place in the North East of England between June and December 2013.

Document

Needs Enhanced Support (NES) pilot evaluation research

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Details

The aims of this research were to evaluate the experience of customers who had been triaged through to the new service and to evaluate the experience of HM Revenue and Customs staff and Voluntary and Community Sector partners who had been involved in providing the new service.

The research was iterative – findings were shared with HMRC throughout the pilot to allow them to refine and improve the service.

Published 12 February 2014