Monday 28 December 2020
Deadline for asking questions
Monday 4 January 2021 at 11:59pm GMT
Closing date for applications
Monday 11 January 2021 at 11:59pm GMT
Summary of the work
NHS Test and Trace (T&T) needs participants to take part in user research activities. We need a supplier able to reliably deliver participants nationwide and remotely, including members of the general public, professional users and people with access and assisted digital needs.
Mid-Jan 2021 until 31st March 2021
Organisation the work is for
NHS Test and Trace
A significant amount of activity is in the pipeline between now and the end of FY 2020/21, with an indicative budget against participant recruitment spend at £40,000, but that scope could expand or contract.
Budget approval is subject to internal T&T approvals.
Each SOW will outline the work required and the associated budget, suppliers will need to provide clear costs to enable tracking.
T&T does not commit to any minimum or maximum spend at this point.
About the work
Early market engagement
About the research
Description of your participants
Those users we need to engage participant recruitment services to recruit include:
* The general public – who need to behave in a way that can keep themselves, their families and their communities safe
* Users of Test and Trace services – who need easy and convenient access to services, who need to find out as early as possible if they have exposed/been exposed to the virus so they can self-isolate to stop further transmission
* Disengaged users – who are not using the NHS COVID-19 app, don’t follow briefings or watch/listen to news on a regular basis and who have not taken a COVID-19 test
This should include some participants who meet one or more of the following:
* in the lowest and second lowest deprivation quartiles
* from ethnic minority groups and religious communities
* those with low literacy or little basic English
* who identify as LGBTQIA+
* in multiple occupancy housing, supported accommodation, multigenerational households
* with specific healthcare requirements, those unable to leave the house, those with low health literacy.
Assisted digital and accessibility requirements
Conditions that affect their mobility e.g. RSI, arthritis, MS.
Low vision or registered as blind.
Neurodiverse participants, e.g. dyslexia, autism, ADHD, dyscalculia.
Hearing loss or people who identify as d/Deaf.
Use assistive tools for their devices or modify their set-up to access the internet.
Assisted digital needs
Low confidence when it comes to online activity or using computers
Use computers infrequently
Don’t own a device to access the internet
Need help to complete an online application
Willing to try/learn new things on a computer
Need to get help from friends and family to carry out online tasks.
Research will be remote unless stated otherwise in the SoW. Opportunity is for a National contract. T&T would like to work with a supplier who is able to provide us with a wide and varying range of participants across the United Kingdom. The research that will be carried out is to support the work taking place across T&T. Each SoW will detail the specific place the research will be carried out (if not remote), and if there is a need to recruit participants from a specific area of the country.
Access restrictions at location
Each SoW will identify the research location, along with any and all restrictions that may affect participants, including access. T&T will work with the successful supplier to understand any further restrictions that may not have been identified. We will expect the successful supplier to ensure that participants with low digital capability are prepared and able to participate fully.
Number of research rounds
A SoW will be provided to identify the number of participants needed and the time period required
Number of participants a round
This contract will support a number of teams and projects across T&T. Our Head of User Research and ResearchOps Lead will work together to coordinate activity and recruitment with the successful supplier. We don't anticipate more than 40 participants to be required during any individual SoW, and no more than 250 before the end of the FY 2020/21. A SoW will be provided for each programme or project and will identify the number of participants required (including spares).
How often research will happen
The frequency of research rounds (and numbers of participants per round) will fluctuate with the demand for user research within the department. We are looking for a supplier that we can work in partnership with and who can be responsive in supply of participants as demand becomes clearer.
Evening or weekend research
- Weekday evenings
Additional terms and conditions
Standard contract terms. Additional services relating to incentive payment only will be included in the contract.
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
- Evidence you are able to recruit the target participants (and similar) nationwide in the UK
- Outline which online channels you use to recruit
- Outline which offline channels you use to recruit
- Evidence how your organisation determines and successfully recruits participants who demonstrate low levels of digital/online skills and/or access
- Evidence how your organisation determines and successfully recruits users with mild access needs/impairments
- Evidence how your organisation determines and successfully recruits users with moderate to severe access needs/impairments
- Evidence how your organisation successfully recruits those with English as a second language
- Describe your organisation's process for screening participants
- Evidence how your organisation provides updates on recruitment progress
- Describe how and when participant profiles are provided for review by the researcher in advance of the research session
- Evidence how your organisation secures value-for-money in incentivising participants to participate, and describe how and when you pay incentives
- Describe your experience of quality assurance of recruits
- Evidence your experience of supporting participants with low levels of digital/online skills and/or access to participate
- Describe how your organisation maximises attendance from participants, including how you replace dropouts
- Describe how your organisation replaces participants if deemed unsuitable against recruitment profile
- Evidence your experience of partnering with other organisations to successfully recruit participants
- Evidence your experience of supporting remote participation over video conference
Nice-to-have skills and experience
- Experience of successfully recruiting participants in the lowest and second lowest deprivation quartiles
- Experience of successfully recruiting participants from ethnic minority groups and religious communities
- Experience of successfully recruiting participants from multiple occupancy housing, supported accommodation, multigenerational households.
- Ability to create, maintain and administer bespoke panels on behalf of clients
- How your organisation recruits for research to take place in a participant's home or place of work (particularly for those with access or assisted needs)
How suppliers will be evaluated
All suppliers will be asked to provide a written proposal.
How many suppliers to evaluate
- Specify your estimated timeframes for easier-to-recruit participant groups
- Specify your estimated timeframes for harder-to-recruit participant groups
- Outline how you communicate with the research teams you work with and how this is monitored or measured
- Detail your approach to recruiting participants with mild access needs and provide evidence of previous success
- Detail your approach to recruiting participants with moderate to severe access needs and provide evidence of previous success
- Detail your approach to recruiting participants with assisted digital needs and provide evidence of previous success
- Detail your approach to recruiting users of government services and provide evidence of previous success
- Provide a rate card detailing your recruitment costs and incentives for each of the indicative target user groups outlined
Additional assessment methods
- Case study