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HM Revenue and Customs

Overseas Recruitment Agency for User Research - SR804168548

0 Incomplete applications

2 Completed applications

2 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 overseas users for user research - individuals and business customers that use/may need to use HMRC's services. Recruit overseas users for research, pay incentives to overseas users taking part in research and organise attendance on the day.
International (outside the UK)
Research dates
Research dates will vary across the duration of the contract agreement.
Organisation the work is for
HM Revenue and Customs
Budget range
Overseas participants overall recruitment costs (not including incentives) up to £325 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.

We need to recruit overseas participants. This may include, but will not be limited to: overseas traders, those who have residency overseas and traders who trade between UK mainland and NI.

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 or 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
Remote user ability testing sessions using predominantly Microsoft Teams and/or Go To Meetings.
Access restrictions at location
Virtual - accessibility needs met.
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 there will be a blend of remote sessions and Face to Face sessions.
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 ability to reach and recruit users within England and outside of the UK.
  • Be able to recruit users with accessibility and assisted digital needs.
  • Be able to provide incentives that can be redeemed outside of the UK.
  • Organise and manage participant attendance for research days.
  • Implement and maintain stakeholder engagement with the contract manager.
Nice-to-have skills and experience
Have experience of recruiting hard to reach niche user groups.

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






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