HMRC invests in £500k software tool to improve recruitment experience

Department buys specialist tech to gather feedback

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HM Revenue and Customs has invested £500,000 in a software platform to help better measure the experiences of job candidates improve the department’s recruitment processes.

The department recently awarded a two-year for access to technology from specialist firm Qualtrics. According to the contract, the engagement relates to the “collection of candidate experience feedback to help make appropriate changes and drive action” .

The deal came into effect on 18 November and runs until 17 December 2024, during which time HMRC will pay an annual rate of £258,412 for access to the Qualtrics Candidate Experience system.

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According to the product’s listing on government’s Digital Marketplace, the tool allows users to create tailored surveys intended to “understand and improve… onboarding and candidate processes by allowing organisations to gain insights into employees onboarding/recruitment experiences”.

The cloud-based platform – which can use APIs to link into an organisation’s HR IT systems – also provides analytics functionality, including “automated key driver analysis to identify priority improvement areas” and “powerful text, sentiment and topic analysis with predictive intelligence”.

Headquartered in the US, the deal with HMRC is the latest of a range of deals Qualtrics has won from public-sector agencies – including a £1m-plus contract for gathering feedback on users’ experiences with the NHS Test and Trace scheme, and an ongoing £2m engagement to deliver, on behalf of the Cabinet Office, the annual Civil Service People Survey.


Sam Trendall

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