Awarded to Criteria Fieldwork Ltd

Start date: Wednesday 8 June 2022
Value: £120,000
Company size: SME
DVLA/DfT/ UK Government

Provision for Market Research Recruitment

0 Incomplete applications

4 Completed applications

4 SME, 0 large

Important dates

Friday 11 March 2022
Deadline for asking questions
Friday 18 March 2022 at 11:59pm GMT
Closing date for applications
Friday 25 March 2022 at 11:59pm GMT


Summary of the work
The UX Research & Design Unit will be undertaking a comprehensive programme of research over the next 24 months to gather insight from users around their expectations, experience, behaviours, and attitudes to DVLA and other government services.
Research dates
Between April 2022 and March 2024
Organisation the work is for
DVLA/DfT/ UK Government
Budget range
up to £120K for a two-year contract. Price per participant (including management fees and incentives) is £128.75 for a standard participant and £148.75 for someone in the hard to reach category as defined above.

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, drivers of specific motorised vehicles and foreign driving licence holders.
DVLA need to recruit up to 750 participants for research over the term of the contract.
A standard participant will be 16 years or older and a spread of ages, vocations, ethnographic segments, and socio-economic groups Roughly 30% of these may come from harder to reach segments, these will include users with low level digital confidence and / or participants with temporary or permanent access needs. DVLA welcome bids from suppliers who can deliver against this requirement within a maximum budget of £120,000 over 2 years.
Inclusion is key to ensure our research is representative and we welcome all participants, including those with protected characteristics that fall outside the accessibility and assisted digital user segments.

We have a GDPR/Market Research Society compliant consent model in place and all participants must be willing to have the research sessions filmed/recorded. The participant profile needs to match the specification profile provided by DVLA.”
Assisted digital and accessibility requirements
Some sessions will be with ‘hard to reach’ users (e.g., people 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, need help completing online applications, are willing to try or learn new things on a computer or often need help from friends and family doing online tasks.

Access needs users are those who have specific needs due to a temporary or permanent, physical, cognitive, neuro-diverse, or environmental condition.
Research plan
DVLA/DfT wishes to commission a supplier to provide participant recruitment services for a number of programmes and projects within Department. A call off contract shall be valid for 2 years. A recruitment specification will be issued on a case-by-case basis. The successful bidder will be expected to adapt to changing requirements if new plans emerge.
Research location
This contract will provide participants for a series of focus groups, depth interviews, longitudinal diary studies, usability test and other 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. Research will also take place remotely on Digital platforms (for example Microsoft Teams).
DVLA UX Team will conduct all research; the requirement is for the recruitment of participants and payment of incentives to them.
Access restrictions at location
Number of research rounds
Up to 150 rounds of recruitment in a 24-month period
Number of participants a round
5 participants per round
How often research will happen
Weekly. Monday - Friday
Evening or weekend research
Weekday evenings

Additional information

Additional terms and conditions
Additional terms and conditions (optional) Max 100 words
Standard contract terms and conditions for digital outcomes and specialist 5 (RM-1043.7) 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
  • How does your organisation recruit against the participant specification?
  • What is your screening process for recruitment?
  • Please detail which online & offline channels you use to recruit?
  • How does your organisation provide regular updates throughout the recruitment progress?
  • How far in advance are your participant profiles available for review?
  • How does your organisation replace dropouts or wrongly recruited user without extra charge?
  • Please detail how your organisation recruits the target profiles UK wide.
  • Please detail how your organisation recruit participants with medical conditions and/or access needs due to a temporary or permanent, physical, cognitive, neuro-diverse, or environmental condition and/or medical professionals.
  • Please detail how your organisation recruit non-UK driving licence holders, drivers of specific motorised vehicles both public and commercial and employers/ employees in the motor industry.
  • Please provide details of how your organisation will recruit the target profiles for research to take place in user’s homes or place of work.
  • Please detail how your organisation will replace participants if deemed unsuitable against our participants specification.
  • 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 how your organisation will recruit participants who need help using digital services.
  • How much notice do you need to recruit participants?
  • Please detail how recruitment costs are broken down e.g., your costs to recruit, handling fees and incentives?
Nice-to-have skills and experience
  • Does your organisation have a process in place to check quality of recruits and how is this carried out?
  • Please detail your organisations process to check participants attendance prior to each session.
  • Please detail how your organisation will make use of customer data if supplied?
  • Please detail how your organisation recruit participants in partnership with Non-Government Organisations and Charities.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Potential supplier to provide detail of their approach to recruiting hard to reach, access needs and assisted digital participants.
  • Potential Supplier to detail how they will identify risks and dependencies and offer approaches to manage them.
  • Potential Supplier to detail their methods for recruitment to support face to face and digital research across UK.
Additional assessment methods
Evaluation weighting

Technical competence






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