Awarded to Criteria Fieldwork Ltd

Start date: Wednesday 4 December 2019
Value: £200,000
Company size: SME
Cabinet Office

Recruitment of User Research Respondents 2019

5 Incomplete applications

4 SME, 1 large

8 Completed applications

8 SME, 0 large

Important dates

Thursday 19 September 2019
Deadline for asking questions
Thursday 26 September 2019 at 11:59pm GMT
Closing date for applications
Thursday 3 October 2019 at 11:59pm GMT


Summary of the work
The objective of this advertisement is to procure participants for regular user research for digital services being developed by the Cabinet Office.
Research dates
Two years (Nov. 2019 to Nov. 2021) with an option to extend for a further six months.
Organisation the work is for
Cabinet Office
Budget range
The Total Contract Value (excluding VAT) including the extension option is up to £250,000.00. This comprises of a Contract Value (excluding VAT) for the initial two year term of £200,000.00; and £50,000.00 for the extension option (which is subject to further budgetary approval). The Buyer reserves the right not to spend all of the budget and cannot guarantee a minimum spend.

About the work

Early market engagement

About the research

Description of your participants
User participants will be defined for each project and a specification of requirements will be sent generally with at least two to three weeks’ notice of a planned research session (although there may be times when shorter notice is given).

We will need participants that represent a varied demography of age, gender, ethnicity, social class, disability and digital capability and may focus on particular types of user for some rounds of research. There may also be a need for access to large panels of users for specific testing.

Participants should be willing to be audio recorded or filmed so the research can be used to improve digital services. The need for recording in this manner will be specified in each round of research.
Assisted digital and accessibility requirements
Assisted Digital requirements: Participants with Digital skill levels high to very low ("Assisted Digital" means users with limited digital capability i.e. low-experience, skills, confidence, ability and/or motivation. Includes users who get assisted digital support from third parties. Accessibility requirements: Participants with physical conditions that affect their upper body mobility e.g. RSI, arthritis. Participants with low vision or registered blind. Participants with cognitive impairments e.g. dyslexia. (Number of each type will be specified in research brief). All users with accessibility requirements should use assistive tools to use online services on their devices, or otherwise modify their set-up to access the internet.
Research plan
We are running multiple projects across a programme of work to deliver digital by default services, including ‘Fast Stream’, 'Career site', "applying for a Civil Service job", for which these participants are required. Most participants must be open to working for the Civil Service with a background that would make that possible. A full range of user research activities are required including 1:1 interviews, focus groups and usability testing. Participants may be required to attend Cabinet Office locations or usability lab settings. For participants with mobility issues, Cabinet Office researchers may travel to meet these participants in their own home.
Research location
The user research sessions may be conducted in different Customer locations during working hours across the UK primarily in London and Bristol offices but with the potential for sessions in Manchester, Leeds, Newcastle and other locations. However some sessions may be carried out via video conference (e.g. Webex, Google Hangouts) or a conference call. The Supplier will be advised in advance if the research will not be face to face.
Access restrictions at location
This information shall be defined at statement of works stage upon contract award.
Number of research rounds
To be agreed
Number of participants per round
Variable – with a default minimum of 4 participants
How often research will happen
The volume/frequency will vary and the Supplier must be able to retain flexible capacity.
Based on current projections, average monthly volumes will be circa 30 – 60 users. This includes general users, assisted digital users and those requiring accessibility adjustments. However, depending on status of each concurrent project, the number of users required could be lower. The number of research sessions will be dependent upon; complexity of the service, feedback from previous sessions and usability testing. Currently, one or two user testing sessions per week using six users is anticipated . Several would be solely with assisted digital users.
Evening or weekend research
  • Weekday evenings
  • Weekends

Additional information

Additional terms and conditions
Standard contract terms apply

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Please demonstrate your experience in recruiting participants against a broad spectrum of user recruitment specification briefs
  • Please detail your experience in meeting recruitment briefs from larger segments to harder to find respondents
  • Please demonstrate your ability and skills in quality assuring the selection of participants to ensure participants meet the brief
  • Please detail your experience and skills in handling challenges in recruiting against a particular brief to achieve a successful outcome
  • Please detail your organisation’s ability to replace drop outs or wrongly recruited user without extra charge
  • Please demonstrate your organisation’s ability to provide regular updates on recruitment progress
  • Please detail your organisation’s ability to provide participant profiles for review in advance
  • Please detail your organisation’s ability to incentivise participants to join user sessions
  • Please detail your organisation’s experience in recruiting the target profiles UK wide
  • Please detail your organisation’s ability in recruiting the target profiles for research to take place in user’s homes or place of work
  • Please demonstrate your organisation’s experience in determining and recruiting participants who demonstrate low levels of digital/online skills
  • Please demonstrate your organisation’s experience in recruiting participants with mild impairments
  • Please demonstrate your organisation’s experience in recruiting participants with severe impairments
  • Please demonstrate your organisation’s ability to check attendance prior to each session (e.g. night before or morning before)
  • Please demonstrate experience of data sharing and data transfer complying with GDPR and data security policies
  • Potential Bidders must confirm they are already or will sign up to the CCS e-Sourcing Suite for the Evaluation Stage before the Shortlisting Stage submission deadline
  • Potential Bidders must agree to abide by Crown Commercial Service’s Process for the Evaluation Stage
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • The Requirement will have the following quality evaluation breakdown:
  • Technical Competence (Proposal Criteria) will receive 60% weighting. The following will be the high level evaluation questions:
  • 1. Approach and Methodology. This will account for 40% of the overall weighting, and will evaluate the Supplier’s approach and methodology to recruiting specialist participants.
  • 2. Contract Management and Service Delivery. Will account for 20%, and evaluate Supplier’s approach to maintaining a quality service, and identification of risks and dependencies and approaches to manage them.
  • Availability will receive a 20% weighting. The following will be the high level evaluation questions:
  • 1. Availability. Will account for 20% of overall weighting and will evaluate the Supplier’s ability to be a reliable supply for recruiting user research participants throughout life of the Contract.
Assessment methods
  • Written proposal
  • Case study
Evaluation weighting

Technical competence






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