This opportunity is closed for applications

The deadline was Thursday 24 March 2022
HM Revenue and Customs

Northern Region (Newcastle) Recruitment Agency for User Research - SR825987063

0 Incomplete applications

3 Completed applications

3 SME, 0 large

Important dates

Thursday 10 March 2022
Deadline for asking questions
Thursday 17 March 2022 at 11:59pm GMT
Closing date for applications
Thursday 24 March 2022 at 11:59pm GMT


Summary of the work
Recruit users for user research - individuals and business customers that use/may need to use HMRC's services. Recruit Northern Region users for research, pay incentives to users taking part in research and organise attendance on the day.
North East England
Research dates
Research dates will vary across the duration of the contract agreement.
Organisation the work is for
HM Revenue and Customs
Budget range
Participants overall recruitment costs (not including incentives) up to £180 per person.

About the work

Early market engagement

About the research

Description of your participants
We do not have particular participants we recruit as the requirement / suitability is determined by the project.

May include but not limited to - Business owners (sole traders, partners, directors, founders), consumers, students, personal tax account users .

We need to recruit participants in the Northern region and must include Newcastle area as well as other areas in the North East Region.

Participants can be from any demographic including age and gender.

For our services there is a need to undertake research with accessibility and assisted digital users. Users with low digital skills are to enable inclusion and for HMRC to continue developing services accessible to all.

We would preferably like users to agree to be recorded and/or filmed, but this not essential.

It is preferable for users to have not participated in user research in the last 3 months on the same projects to ensure they are not biased.
Assisted digital and accessibility requirements
We require all accessibility users including users with low or no digital skills including offline users, and those requiring all types of assistive technology such as the use of screen readers, magnifiers, mouth stick.
Research plan
Recruitment briefs will be provided for each project. The plans will be determined by the requirements of the project. For different rounds of recruitment, for the same project, the requirements may differ depending on previous insights.
Research location
For face to face sessions we have user experience labs where usability testing is undertaken. Face to face sessions will be predominantly held at HMRC's Newcastle Lab but requirements will cover the following areas Newcastle Tyne Wear, County of Durham, Northumberland, Gateshead, Sunderland, South Tyneside, North Tyneside.

Face to Face sessions can also be supported via a participant's home or neutral location like a library or community centre.

There will also be remote user ability testing sessions using predominantly Microsoft Teams and/or Go To Meetings.
Access restrictions at location
All of our User Labs are accessible for all within our inclusive government buildings.
Number of research rounds
The number of research rounds will vary.
Number of participants a round
Number of participants will depend on the requirements of each project, however projects will have an average of 5 users per round.
How often research will happen
The number of research sessions will vary, however users will need to be recruited for the duration of the contract. Sessions will run between Monday and Friday and will be remote sessions and Face to Face.
Evening or weekend research

Additional information

Additional terms and conditions
Service level agreement required – the supplier will be required to confirm whether they can meet user requirement within 2 working days of receiving a new requirement.

The supplier must adhere to HMRC consent procedures. The supplier will be required to issue an MS Forms link to obtain consent. Consent must be gained before any research can go ahead, the supplier must support gaining consent.

Supplier must be able to engage with Trello to receive recruitment requests.

HMRC Mandatory Ts&Cs will be incorporated into the Call-Off Agreement.

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
  • Have experience of recruiting users for targeted user groups.
  • Have the ability to reach and recruit users within the Northern Region and England.
  • Be able to recruit users with accessibility and assisted digital needs.
  • Be able to provide incentives.
  • Organise attendance on the day.
  • Implement and maintain stakeholder engagement with contract manager.
Nice-to-have skills and experience
Have experience of recruiting hard to reach niche user groups for example, agents with low digital skills.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Proposed delivery timescales.
  • Approach to recruiting specialist participants.
  • Participant quality controls and authentication/vetting processes.
  • Proposed communication plan with HMRC Work Manager/ Contract Manager.
  • Management of Personal Data/ GDPR processes.
  • Breakdown of recruitment costs and incentives.
  • Security Management Plan Questionnaire.
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Can you please confirm the contract start date and duration?
The duration of the contract will be for 2 years and the start date will be 27/07/2022.
2. Could you please give an indication as to the likely percentage split between face-to-face and remote research?
We are unable to confirm exact figures because of previous lockdowns effecting the way we worked but as an indicative guide we would estimate that the split would be 65% remote and 35% face-to-face.

Suitable bidders must be capable of delivering both F2F and remote sessions.
3. Could you please give an indication as to the likely average number of projects a month?
The figure varies month by month and is dependent on the user group. As an indicative guide the average number of projects per month is likely to be 15.
4. Can you please give an indication as to the total contract value and/or average monthly spend?
The average monthly spend is £3000.

The maximum contract value will be £150,000 over the 2 year agreement. Please note this value is a maximum and not a commitment to spend.
5. Clarification
The responses to Clarification 3 and 4 are void, please ignore.

However, the following is still valid. The maximum contract value will be £150,000 over the 2-year agreement. Please note this value is a maximum and not a commitment to spend.
6. In your ad you state that ‘projects will have an average of 5 users per round’, but your stated budget of £180 + incentives would only accommodate one or two participants a round, if you are planning 15 rounds a month for c.£3000, as you say in your clarification responses 3 and 4.
Could you please confirm the anticipated number of rounds per month and anticipated number of participants per round?
The number of projects per month will vary, as an indicative we are likely to see between 8-12. Please note this is an indicative figure and the project volumes will fluctuate throughout the 2-year agreement.

The number of participants will depend on the requirements of each project, however projects will have an average of 5 users per round. Please note this is an indicative figure and may fluctuate throughout the 2 year agreement.