Awarded to Access 2 Digital

Start date: Monday 24 July 2017
Value: £150,000
Company size: SME
HM Revenue and Customs

Niche User Research Participants Recruitment

4 Incomplete applications

4 SME, 0 large

5 Completed applications

5 SME, 0 large

Important dates

Monday 15 May 2017
Deadline for asking questions
Monday 22 May 2017 at 11:59pm GMT
Closing date for applications
Monday 29 May 2017 at 11:59pm GMT


Summary of the work
1) HMRC is seeking recruitment methods to be targeted to digitally excluded users.
2) 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.
3) HMRC would provide detailed briefs for each recruitment specification.
North East England
Research dates
1 year contract with option to extend for one additional year commencing approx mid/end June
Organisation the work is for
HM Revenue and Customs
Budget range

About the work

Early market engagement

About the research

Description of your participants
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 that fit these requirements.

● Equipment access: (access and connectivity)
● Low digital skills, lack of confidence in IT
● 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
Assisted digital and accessibility requirements
HMRC wants to do research to find out why some of our users may avoid using digital services or choose non-digital alternatives, particularly within the business sector.

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 called ‘assisted digital support’.”

What is a ‘digitally excluded’ user?

See the Digital Inclusion strategy on GOV.UK
Research plan
HMRC is looking to the supplier(s) to recruit user research participants on our behalf. We are not looking for suppliers to run the end to end user research process.
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 but we aim to do at least 70% in these locations.
Access restrictions at location
Number of research rounds
Approximately 200 user per year
Number of participants per round
Varied dependent upon campaign
How often research will happen
Approx 200 users per year
Evening or weekend research
  • Weekday evenings
  • Weekends

Additional information

Additional terms and conditions
HMRC is seeking to develop a relationship with a range of suppliers on an ongoing basis, not an exclusive relationship.

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 HMRC locations
  • Some bespoke field agents - not commonly used across all other agencies
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Fulfil the brief with a maximum 10 working days notice for recruitment, longer can be arranged with negotiation
  • Be able to recruit at least 200 users per year
  • Be able to recruit within reasonable distance of one or more of the HMRC locations
  • Be available for interview as part of the selection process
Assessment methods
  • Written proposal
  • Interview
Evaluation weighting

Technical competence






Questions asked by suppliers

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