Start date: Friday 1 January 2021
Value: £2,362,500
Company size: SME
HM Courts and Tribunal Service (HMCTS) & Crown Prosecution Service (CPS)

HMCTS User Experience/Research Services

9 Incomplete applications

9 SME, 0 large

18 Completed applications

13 SME, 5 large

Important dates

Monday 10 February 2020
Deadline for asking questions
Monday 17 February 2020 at 11:59pm GMT
Closing date for applications
Monday 24 February 2020 at 11:59pm GMT


Summary of the work
Provide flexible-team of 7 experienced UX Designers,User Researchers&Content Designer(including UX Practice Lead)in accordance with best-practice&recognised standards to:

•Provide programme/business assurance of comprehensive designs for Development
•Drive&oversee Research plans&findings
•Ensure feature wireframes/prototypes are delivered to a high-level
•Provide high quality documentation required for the features
•Maintain JIRA backlogs&confluence to a high-level
Latest start date
Wednesday 1 April 2020
Expected contract length
24 months with option to extend for a further 6 months.
Organisation the work is for
HM Courts and Tribunal Service (HMCTS) & Crown Prosecution Service (CPS)
Budget range
The Target Day rate range for UX resources is between £600-£650 per day, and under £825 for the UX Practice Lead.

Pricing will be evaluated out of 35% and pricing submission documents will be issued to suppliers who pass Round 1. Suppliers will be evaluated as per DOS criteria. The initial Statement-of-Work and Roadmap is available upon request. It is recommended that interested parties request this document.

About the work

Why the work is being done
HMCTS Reform, Crime Programme is a change programme to enable HMCTS, the Crown Prosecution Service (CPS) and other Criminal Justice System (CJS) agencies to be more efficient and deliver an improved service. For the first time, criminal case information will be kept together in one place. The Crime Programme is part of a wider portfolio of change being delivered by HMCTS under the HMCTS Reform Portfolio, affecting services across all courts jurisdictions.
Current CJS services are typically supported by paper and hard media based processes which are expensive, subject to frequent delay and sometimes confusing to citizens without legal training. The crime programme is designed to develop efficient, proportionate and accessible digital services and ensure the work of the CPS and HMCTS is managed and delivered via appropriate modern channels.
Problem to be solved
HMCTS Reform, Crime Programme is designed to develop efficient, proportionate and accessible digital services to enable access to justice via appropriate modern channels. The Common Platform is an increment based delivery programme using a blend of Agile and Waterfall methodology. The work will entail delivering excellent User Experience design services. The programme requires its new applications to be designed to deliver an optimal user experience. These services might include such elements as UI design, usability and accessibility development optimisation and user research.
Who the users are and what they need to do
1) As a citizen, view and track my case and plea online, be alerted to changes and for the case to proceed efficiently. 2) As a prosecutor, understand case evidence to ascertain likelihood of a successful prosecution. 3) As a defence practitioner, understand the evidence of a case to best advise my client. 4) As a HMCTS admin, manage the delivery of justice services so the process is delivered efficiently. 5) As a member of judiciary, access all relevant information so that I can make a judgement 6) As a prosecuting agency, submit evidence to provide HMCTS with relevant information.
Early market engagement
Any work that’s already been done
The Crime Programme is established and has been running for a number of years.
We have multiple services already live on the platform including a citizen facing service in the form of online plea for relatively minor cases and initial case working function which enables single justice procedure cases to be handled within magistrates and crown court. The focus over the contract period is to deliver the full court capability which will enable the decommissioning of most current legacy systems that support the criminal justice service of today.
Existing team
The exisiting team consists of UX designers/User Researchers/Content Designers and a Practice Lead who provide UX Capability Service for Criminal Justice System Common Platform Programme in accordance with GDS Agile methodology. The content-design & UX resource-model service supports teams and product owners to deliver to user needs and feedback on an Agile project life-cycle from discovery to live. The UX team are included in the Design phase of the programme and are also required to support the Delivery teams in refinement.
Current phase
Not applicable

Work setup

Address where the work will take place
Primarily Southern House, Wellesley Grove, Croydon CR0 1XN. (Although occasional visits to other locations may be required.)
Working arrangements
The Service is being delivered against GDS Service Manual using a Scaled Agile Framework (SAFe). SoWs are issued to define development outcomes of each project phase, typically spanning three to six months. The team are required to work with onsite teams at the base location working a five-day week. For work performed at non-base locations outside London (outside of the M25), reasonable travel and expenses costs shall be met according to in the MoJ travel and subsistence policy. All expenses require prior approval from HMCTS before being reimbursed.
Security clearance
All supplier resources must Baseline Personnel Security Check (BPSS) clearance which must be dated within three months of the start date. See for further guidance.

Additional information

Additional terms and conditions
The initial Statement-of-Work(SOW) will be Time & Materials but the Buyer reserves the right in the contract to use alternative payment mechanisms such as Fixed-Price or Capped-T&M for future SOWs. Suppliers shall provide transparency to the Buyer on the rates paid to resources & any third-parties in the supply-chain on request. Expenses shall be submitted in line with the MOJ Standard T&S, policy and agreed in advance of expenditure.

Supplier shall provide Liability-Insurance & Professional-Indemnity as detailed in the contract.
Suppliers must provide resources within a 2-week notice period with the necessary skills to minimise impact on delivery.

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
  • Provide_demonstrable evidence of experience providing UX capability within a fast-paced,multi-functional agile team; maintaining an organizational wide priority on user-centered design practices&principles,balanced against technical demands/constraints&delivery timescales.
  • Provide_evidence of communicative skills, working with all stakeholders, gathering and interpreting UX/UR feedback and communicating to technical/non-technical audiences.
  • Provide_evidence how your User Researcher has recruited appropriate end users and how they check the validity/accuracy/benefit of that research and how this is fed into current/future designs.
  • Provide_evidence of planning, creating and maintaining enterprise-focused design artefacts in terms of defined benefits.
  • Provide_evidence of using digital tools to effectively provide deliverables and communicate to teams, to include but is not limited to: Sketch or Axure;GDS prototyping;JIRA/Confluence;Audio-video recording/editing software
  • Provide_evidence of producing quality documentation, to include but is not limited to: UR recruitment specifications/discussion guides , Research plans/findings , User journey maps, Low-fidelity sketches , High-fidelity wireframes/prototypes
  • Provide_evidence of leading and owning the designs throughout their lifecycle. Demonstrate taking responsibility for the approval process for any design changes and supporting the delivery teams.
  • Demonstrate_your Practice Lead has experience of working with different User Experience disciplines, eg a User Researcher, UX/Content Designer and how they will manage the team to optimise resource utilisation.
  • Demonstrate_your PL & UX team has experience in proactively identifying & resolving design issues and mitigating challenges prior to development to optimise delivery and improve content in design-led solutions.
Nice-to-have skills and experience
  • Proven experience of working within Domain Driven Design
  • Proven experience working with the Digital by Default service standard.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Explain_your_approach/methodology for a flexible UX design_model_within_an_agile methodology across the entire SDLC that defines design_standards & meets our requirements_&_explain how lessons_learnt shall be applied for improvement whilst maintaining GDS/wider industry_patterns(8%)
  • Explain how your UX/UR team will identify,avoid&manage the challenges faced producing user-led designs and improve content/user journeys within the structure or industry standard_and_how lessons-learnt shall be applied to this_project(10%)
  • Explain how you’ll implement SOW001 & manage the transition-period to ensure you capture relevant knowledge, onboard resources & maintain velocity to deliver outputs within timescales detailed in the SOW &cite_any_risks_and_mitigation_actions(5%)
  • Describe how you will measure&manage, quality&speed of UX teams and individuals for continuous improvement throughout the contract including how you meet the supplier outputs/targets for every SOW over the contract_life(8%)
  • Explain how your PL will lead the UXteam&tackle difficult issues ensuring quality deliverables are achieved within timescales&explain how they’ll communicate_challenges_to_relevant_stakeholders.Use_an_example_of_how_ strong_client_facing_skills_has_been_used_to_tackle_conflicting/difficult_issue(8%)
  • Explain how your PL will work with your UX resource,other Practice-Leads,delivery-teams&senior-stakeholders to develop & deliver an effective Strategy & Plan to ensure a high-quality-service is achieved in challenging timescales(5%)
  • Explain how the proposed team will meet our requirements. Provide_CV’s of named-individuals (junior- senior) demonstrating experience working in agile-multi-vendor teams&confirm minimum-experience required, if proposing alternative resourcing approach provide same information(5%)
  • Provide three referenceable client focussed case studies where your company has provided the desired UX service capability; identify the proposed team member(s) from Q7 that were part of the delivery_team(5%)
  • Explain your method for attracting/recruiting&maintaining high quality appropriately skilled researchers&designers into HMCTS in-line with the 2-week notice-period. Explain what internal processes you’ll undertake to ensure the delivery-team matches our requirements(3%)
  • Explain_your_Value Proposition (VP); including how you’ll sustain pricing within changing market conditions, how the proposal offers value-for-money/generate savings & how any discounts shall be linked to volume and/or duration-based discounts(3%)
Cultural fit criteria
  • Describe your approach for working with multi-vendor teams across multiple projects at different locations including how you’ll maximise value added by co-locating with other disciplines during initial launch set up,mobilisation/transition-period(2%)
  • Please_explain_how_you_will_ensure_collaboration at all levels of the project and programme delivery between users, team members, and management. Give examples of how you will maximise the value from collaboration in the SOW(2%)
  • Please explain how you would maintain a no-blame culture and encourage people to learn from their mistakes; provide examples of where this has been used(1%)
Payment approach
Time and materials
Additional assessment methods
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Does this requirement fall inside or outside of IR35?
CP currently assess this opportunity to be a Services contract and outside of the scope of IR35. We are not in a position to speculate on any future assessments of IR35 which may be undertaken by HMRC.
2. Do you require all resources to start on same day, or would a phased approach based on the roadmap be more practical?
All resources are expected at the beginning of the contract.
3. Is there an incumbent and if so how long have they been providing this service for?
Agilesphere LLP have had the supply contract for UX services to the Crime Programme since 2017.
4. Do you see this as a piece of work a Recruitment Company could do?
The requirement is for a managed delivery service not for the provision of individuals. It would be suited to a supplier who has experience of delivering a UX service to a large Digital Programme.
5. How do you request a copy of the draft SOW and roadmap?
Please email to request a copy of the SOW and roadmap.
6. Please can you provide details of what the next steps are following this initial application i.e. deadlines for the written proposal/if there will be an interview and when?
Deadlines for the written proposal and dates for presentations will be issued to suppliers who successfully pass the first stage of this procurement.
7. Would it be possible to host a call with suppliers about this opportunity where we can have a live Q&A and the discussion notes are shared on this page?
Due to time and resourcing constraints we will be unable to host a call with suppliers.
8. Why have you decided to re-tender this opportunity?
The services are currently provided by a contract which is due to expire in March 2020.
9. We would be keen to understand more about your high level requirements and how you are expecting suppliers to respond?
Our high level requirements are outlined in the 'overview' section of the opportunity page. All bidders should apply via the DOS portal.
10. Can we see the SOW – it mentions, SOW001 in one of the criteria.
Please email to request a copy of the SOW.
11. Could you define Domain Driven Design?
Domain Driven Design is a software development methodology which puts Domain Models at the heart of Software Development.
It is a language and business-centric approach to software design of complex domains.
It consists of a collection of patterns, principles and practices that will enable teams to focus on what is core to the success of the business while crafting software that manages complexity in both the technical and business spaces
12. Who from your team will be scoring applications for this opportunity and what positions do they hold?
Gemma Hewison - Programme Director
Johnny Shearn - Business Analysis Practice Lead
Nick Howat - Head of User Research