The purpose of the Tender is to conclude a Framework Agreement with 6 Contractors within 3 lots (maximum 2 Contractors per lot) for the service Research citizen experience. The intention is that the Agreement will take effect on 1 September 2022.

The plot layout is as follows:

1) lot 1: Behavioural research

2) Lot 2: Policy evaluations and monitoring

3) lot 3: Access to the target group

In lot 1, we ask for behavioural research, in which the Contractors give us insights into how we can adequately and efficiently promote compliance.

Behavioural research/behavioural analyses – core analyses in which the observed behaviour of both the citizen and of Allowances is mapped out in specific situations (ability of the citizen to do and the feasibility of the system). A description of the problem must be made from the perception of the citizen and so the bottlenecks can be mapped out, whereby opportunities for improvement are also seen.

For a detailed description of Lot 1, please refer to section 2.2.1 of the Describe Document.

For lot 2, we ask for policy evaluations, where there is a possibility that we do ex ante, ex durante, but also ex post research.

- Policy evaluations – studies and analyses to gain insights into the functioning of the policy. This involves investigating whether the intended goals are being achieved, or whether the right things are being done ('are we doing the right things? And are we doing things right?') and insight into the effectiveness and efficiency of policy is gained.

- Customer satisfaction measurements – in order to be able to monitor internal matters properly and to be able to intervene really quickly if something does not go well, it is important to be properly monitored.

For a detailed description of lot 2, please refer to section 2.2.2 of the Describe document.

As far as the services of lot 3 are concerned, we see this plot as additional to lot 1 and 2 when it comes to research. In cases where the service providers of lots 1 and 2 are not able to approach the hard-to-reach target groups – which are important for DG Allowances – we will use additional services for lot 3.

In addition to research, it may happen that we use lot 3 for the recruitment of citizens for, for example, a round table discussion.

For a detailed description of lot 3, please refer to section 2.2.3 of the Describe document.