Behaviour, Insight and Research Team C19 Response, HM Revenue & Customs
Building evidence and integrating it into policy takes time - and yet HMRC's Behaviour, Insight and Research Team brought cutting-edge techniques and deep insight to develop the furlough scheme without that luxury. The team deployed social media analytics to gather real-time data on business needs, rejigged its research methodology to set up online focus groups, and mobilised the behavioural insight evidence from its randomised controlled trials. As a result, every step of the journey to make a claim was informed by evidence - rather than assumptions - about customers' behaviour. The scheme received widespread praise as the best-designed service the department has developed.