This opportunity is closed for applications

The deadline was Wednesday 16 August 2017
Home Office

Home Office User Research Services

2 Incomplete applications

2 SME, 0 large

3 Completed applications

3 SME, 0 large

Important dates

Wednesday 2 August 2017
Deadline for asking questions
Wednesday 9 August 2017 at 11:59pm GMT
Closing date for applications
Wednesday 16 August 2017 at 11:59pm GMT


Summary of the work
Home Office Digital, Data and Technology requires participant recruitment for regular user research activities.

Digital services will enable the move to digital-by-default through experience gained through digital transformation.

The objective of this advert is to procure participants for regular user research days for services being developed by the Home Office.
Research dates
September 2017 to September 2019
Organisation the work is for
Home Office
Budget range
£150k - £200k

About the work

Early market engagement

About the research

Description of your participants
Participants are likely to be from some of the following groups:

· All currently living in the UK
· Family members of foreign nationals
· Foreign nationals
· Foreign students
· University sponsors of foreign nationals
· Employers of foreign nationals
· Landlords of foreign nationals
· Visa applicants
· Migrant support charities
· Asylum seekers
· Refugees
· Non-native English speakers

Participants will be
· 18 years or older
· Spread of ages and socio-economic groups
· 50% of participants to demonstrate low levels of digital/online skills and
· All must be willing to have the research sessions recorded on video

Participants must not:
· Be involved in designing or building websites, or any other digital products or services
· Have illegal immigration status
Assisted digital and accessibility requirements
Assisted digital

· are low confidence when it comes to doing things online or using computers
· use computers infrequently
· don’t own a device to access the internet
· would need help to complete an online application
· are willing to try or learn new things on a computer
· often need to get help from friends and family to carry out online tasks


We need to cover all the main types of impairments, both mild and severe. More severe impairments will be explored by the ad hoc research (including home visits) focus on lab-based sessions.
Research plan
The Home Office wishes to commission a supplier to provide participant recruitment services for a number of programmes within the Home Office Directorates such as Immigration, Crime, Policing and Fire and Borders. A call off contract shall be valid for 2 years. A statement of works shall be executed on a case by case basis.
Research location
Access restrictions at location
This information shall be defined at statement of works stage upon contract award.
Number of research rounds
Up to 200 rounds of recruitment in a 24 month period (with peak of 20 users a week)
Number of participants per round
4 to 6
How often research will happen
Every week with a peak of 20 users a week
Evening or weekend research

Additional information

Additional terms and conditions
Standard contract terms 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
  • Can your organisation recruit against the participant profile?
  • What is the process for screener for recruitment?
  • Please detail which online channels are used to recruit such as phone e.g. social media
  • Please detail which offline channels are used to recruit such as the high street
  • How does your organisation provide regular updates on recruitment progress
  • Please detail how are participant profiles for review in advance?
  • How does your organisation replace drop outs or wrongly recruited user without extra charge
  • How does your organisation incentivises participants to join?
  • Please detail how your organisation recruit the target profiles UK wide
  • Please detail how your organisation recruit the target profiles for research to take place in user’s homes or place of work
  • Please detail how your organisation recruit non-native English speakers
  • Please detail how your organisation replace participants if deemed unsuitable against recruitment profile
  • Please detail how your organisation determines and recruit participants who demonstrate low levels of digital/online skills
  • How does your organisatio recruit users with mild impairments?
  • How does your organisation recruit users with severe impairments?
Nice-to-have skills and experience
  • Does your organisation have a process in place to check quality of recruits by phone
  • Does your organisation have a process to check attendance prior to each session (e.g. night before or morning before
  • Please detail how does your organisation make use of customer data if supplied?
  • Please detail how recruit participants working in partnerships with NGOs and Charities

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Technical Competence:
  • Meeting our requirements - 15%
  • Online/Offline recruitment channels - 5%,
  • Method of target profile recruitment - 5%
  • Users with impairments - 15%
  • Availability:
  • Lead Times - 20%
  • Capacity - 15%
  • Price - 25%
Assessment methods
  • Written proposal
  • Case study
  • Reference
  • Interview
Evaluation weighting

Technical competence






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