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HM Revenue and Customs

User Research - Digitally excluded users & specialised business owners

0 Incomplete applications

3 Completed applications

3 SME, 0 large

Important dates

Published
Friday 27 January 2017
Deadline for asking questions
Friday 3 February 2017 at 11:59pm GMT
Closing date for applications
Friday 10 February 2017 at 11:59pm GMT

Overview

Summary of the work
HMRC need to recruit business users, i.e. people who run / work for businesses, including sole traders, micro-businesses (one-man bands, whether or not limited company's), staff from small, medium and large businesses who use or may need to use HMRC services (whether or not digital).
Location
London
Research dates
1st April 2017 - 31st March 2019
Organisation the work is for
HM Revenue and Customs
Budget range

About the work

Early market engagement

About the research

Description of your participants
HMRC need to recruit business users, i.e. people who run / work for businesses, including sole traders, micro-businesses (one-man bands, whether or not limited company's), staff from small, medium and large businesses who use or may need to use HMRC services (whether or not digital).
The following is not an exhaustive list of barriers that users face and we want to speak to and a successful supplier must be able to recruit participants .

● Equipment access: (access and connectivity)
● Unrepresented sole traders with a Digital reluctance or trust barrier
● Accessibility barriers
● English is a second language
● Physical or mental barriers
● Future users - for example school leavers
● Low volume trade sectors

HMRC wants to do research to find out why some of our users may avoid using digital services or choose non-digital alternatives within the business sector
Assisted digital and accessibility requirements
What is a specialist business user?
Any digital service aimed at someone who runs/manages their own business but tasks are either trade sector specific i.e. freight forwarding or life event specific i.e. making a capital gain.

What is ‘Assisted Digital’ support?
Assisted Digital is defined by the Government Digital Service (GDS) as:

“If you’re building a digital service, you must provide help for people who need to use it but don’t have the skills or access to do so on their own. This is ‘assisted digital support’.”

What is a Digital Excluded user

See the Digital Inclusion strategy on GOV.UK
Research plan
1) HMRC is seeking recruitment methods to be targeted to the particular users.
2) HMRC is seeking to develop a relationship with a range of suppliers on an ongoing basis, not an exclusive relationship.
3) HMRC welcomes interest from any sector of the Digital Marketplace with access to users who will meet our needs, even if recruitment is not your specialism.
4) HMRC would provide details briefs for each recruitment specification.
5) HMRC need suppliers to fulfil the brief with a minimum 5 working days notice.
Research location
HMRC is based in Newcastle, Worthing, London, Telford and Shipley where most research is done we are flexible with where users are based.
Access restrictions at location
Number of research rounds
To be agreed
Number of participants per round
HMRC would provide briefs for each recruitment tranche . Each brief would specify
-Number of users, usually 5.
-Evening or weekend research
-Specific place where the research will happen
-Access restrictions at location
-Description of your participants
-Assisted digital and accessibility requirements
-Research plan
-Additional terms and conditions
How often research will happen
To be agreed as per each project
Evening or weekend research
  • Weekday evenings
  • Weekends

Additional information

Additional terms and conditions

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
  • Proven experience in recruiting niche business users
  • Imaginative recruitment methods for digitally excluded (assisted digital) users
  • Non digital recruitment methods
  • On the ground field agents in our locations
  • Bespoke field agents - not commonly used across all other agencies
  • Would agree to fixed charging model across all individual recruitment specs (within these parameters).
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
10
Proposal criteria
  • HMRC need suppliers to fulfil the brief with a minimum 5 working days notice for recruitment, longer can be arranged with negotiation.
  • HMRC need evidence on the ground recruitment agents are available within reasonable distance of HMRC locations. We aim to research 50% of our users within HMRC locations.
Assessment methods
Written proposal
Evaluation weighting

Technical competence

50%

Availability

30%

Price

20%

Questions asked by suppliers

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