Awarded to Userlab Ltd.

Start date: Monday 20 November 2017
Value: £150,000
Company size: SME
HM Revenue and Customs

User Recruitment Partner - North East

2 Incomplete applications

2 SME, 0 large

4 Completed applications

4 SME, 0 large

Important dates

Tuesday 1 August 2017
Deadline for asking questions
Tuesday 8 August 2017 at 11:59pm GMT
Closing date for applications
Tuesday 15 August 2017 at 11:59pm GMT


Summary of the work
HMRC has a large team of user researchers based in Newcastle who conduct iterative user testing and require assistance in finding suitable participants to take part in research.
HMRC require agencies that are able to manage the volume and frequency of user recruitment requests in Newcastle or the North East.
North East England
Research dates
Approx 1st September 2017 - 31st August 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
1. HMRC is seeking a supplier that can meet its user recruitment recruitment needs in the North East.
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 user recruitment is not your specialism.
4. HMRC would provide detailed briefs for each user recruitment specification.
Assisted digital and accessibility requirements
Research plan
HMRC is looking for user recruitment partners who are have a high number of recruitment field agents in Newcastle and the North East.
HMRC needs to recruit participants for user research, these include individuals, businesses, including sole traders, micro-businesses (one-man bands, whether or not limited companies) and small, medium and large businesses who use or may need to use HMRC services. The users are a mixture of those already using digital services and those who don’t.
Research location
HMRC research teams are based in Newcastle, Worthing, London, Manchester, Telford and Shipley.
However, HMRC has a large concentration of researchers in Newcastle and is therefore seeking one or more agencies that are able to recruit users primarily in the North East.
They should also be able to recruit users in or near HMRC's other locations, if required.
Access restrictions at location
Number of research rounds
Number of participants per round
How often research will happen
Evening or weekend research
  • Weekday evenings
  • Weekends

Additional information

Additional terms and conditions
HMRC need suppliers to:
● fulfil the brief with a maximum 10 working days notice for recruitment, longer can be arranged with negotiation
● be able to recruit at least 600 users per year in the North East
● be able to recruit within reasonable distance of other HMRC locations
● be available for interview as part of the selection process

HMRC will consider more than one supplier as long as the range of essential requirements is covered.

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 participants for user research
  • Evidence of a variety of recruitment methods, both digital and non-digital
  • A high volume of on the ground field agents in Newcastle and the North East
  • 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
Most Economically Advantageous Tender
Assessment methods
  • Written proposal
  • Interview
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Please can you clarify what you require from bespoke field agents?
We don’t require anything specific from bespoke field agents, we are just trying to establish whether you use field/recruitment agents that work solely for your agency or whether all your field agents are widely used by other agencies.