Awarded to Criteria Fieldwork Ltd

Start date: Wednesday 8 April 2020
Value: £150,000
Company size: SME

DVLA / DFT Recruitment of Participants For Research

5 Incomplete applications

5 SME, 0 large

6 Completed applications

5 SME, 1 large

Important dates

Friday 24 January 2020
Deadline for asking questions
Friday 31 January 2020 at 11:59pm GMT
Closing date for applications
Friday 7 February 2020 at 11:59pm GMT


Summary of the work
The DVLA Customer Insight Unit will be undertaking a comprehensive programme of qualitative research over the next 24 months to gather insight from users around their expectations from future services, and their experiences of current services
Research dates
Between mid March 2020 and March 2022
Organisation the work is for
Budget range
£100k - £150k

About the work

Early market engagement

About the research

Description of your participants
Holders of a full Driving Licence, Holders of a provisional Driving Licence, drivers of commercial vehicles, drivers with a medical condition, drivers of passenger vehicles, learner drivers, employers of drivers, motoring enthusiast groups, employees of the motor trade and foreign driving licence holders. Participants will be 16 years or older and a spread of ages and socio-economic groups. 50% of participants to demonstrate low levels of digital/online skills and confidence*. All must be willing to have the research sessions filmed/recorded . * As defined on the GDS Digital Inclusion Scale Participants must not be involved in designing or building websites, or any other digital products or services
Assisted digital and accessibility requirements
Some sessions will be with ‘hard to reach’ users (e.g. users who are in high pressure/time poor roles such as medical practitioners, or assisted digital users). Assisted digital users are; Low in confidence when it comes to doing things online or using computers, use computers infrequently, don’t own a device to access the internet, would need help to complete an online application, are willing to try or learn new things on a computer or often need to get help from friends and family to carry out online tasks
Research plan
DVLA/DfT wishes to commission a supplier to provide participant recruitment services for a number of programmes within Department. A call off contract shall be valid for 2 years. A recruitment specification will be issued on a case by case basis
Research location
This contract will provide participants for a series of focus groups, depth interviews, usability test and other qualitative research across the United Kingdom, speaking to a wide range of segments. Research will take place in our UX Lab, other labs, syndicate rooms, hotel meeting rooms and in participants homes or workplaces.DVLA UX Team will conduct all research; the requirement is for the recruitment of participants and payment of incentives to them. Once complete, this insight is of immediate benefit to DVLA but will also support definition of future services based around the customer experience of using motoring services.
Access restrictions at location
Number of research rounds
Up to 200 rounds of recruitment in a 24 month period
Number of participants a round
5 to 10
How often research will happen
Weekly. Mon - Fri
Evening or weekend research
Weekday evenings

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
  • Can your organisation recruit against the participant profile?
  • What is the process for screener for recruitment?
  • Please detail which online channels are used to recruit such as phone e.g. social media
  • Please detail which offline channels are used to recruit such as the high street
  • How does your organisation provide regular updates on recruitment progress
  • Are participant profiles available for review in advance?
  • How does your organisation replace drop outs or wrongly recruited user without extra charge?
  • Please detail how your organisation recruit the target profiles UK wide
  • Please detail how your organisation recruit the target profiles for research to take place in user’s homes or place of work
  • Please detail how your organisation replace participants if deemed unsuitable against recruitment profile
  • Please detail how your organisation determines and recruit participants who demonstrate low levels of digital/online skills
  • Please detail how your organisation pays incentives to participants
  • Please detail specifically how your organisation can recruit participants with medical conditions such as diabetes, heart conditions or neurological disorders
Nice-to-have skills and experience
  • Does your organisation have a process in place to check quality of recruits by phone?
  • Does your organisation have a process to check attendance prior to each session (e.g. night before or morning before?
  • Please detail how does your organisation make use of customer data if supplied?
  • Please detail how your organisation recruits participants in partnership with NGOs and Charities

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Approach to recruiting specialist participants
  • Estimated timeframes for the work
  • Breakdown of recruitment costs and incentives
  • How supplier has identified risks and dependencies and offered approaches to manage them
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Could you please provide a full specification
The wording that has been issued is the whole specification, but our requirements for each individual research session will vary session by session, based on the target user groups described on line 13 of the document “Description of your participants”
2. Are you able to clarify the process for the opportunity please? For example the details state that part of the evaluation weighting is price, but it doesn't appear that we have to enter any pricing details at this stage. From this we assume you will be taking 3 suppliers through to the next round, but could you confirm please?
The first stage is all about supplier’s methods and getting a feel for capability. Selected suppliers will be invited to submit pricing details at stage 2.
3. What percentage of your projects and/or criteria requires off line methods of recruitment?
The way we conduct our research doesn’t dictate any particular recruitment method, as long as the supplier can give us confidence that they will be able to provide participants (as we have specified) at the right time and in the research location we have identified.
4. With regards to payment of incentives to them are we to include incentives in our costs or are we purely handling them?
The expectation here is that the supplier will pay incentives to participants by whatever means they choose. The amount of incentive is agreed with DVLA in advance, and invoiced as part of the overall cost of recruitment.
5. Are all participants going to attend the UX lab in Wales? Will there be recruitment for other locations?
Our requirement is nationwide
6. Will they want to re-recruit some participants?
There may be times when we will feel it appropriate to re-recruit participants, but this will be agreed on a case by case basis.
7. Can aspects be outsourced?
We welcome responses from suppliers with varying delivery methods.