Awarded to Criteria Fieldwork Ltd

Start date: Tuesday 20 February 2018
Value: £150,000
Company size: SME

DVLA/DfT recruitment of participants for research

1 Incomplete application

1 SME, 0 large

5 Completed applications

5 SME, 0 large

Important dates

Tuesday 14 November 2017
Deadline for asking questions
Tuesday 21 November 2017 at 11:59pm GMT
Closing date for applications
Tuesday 28 November 2017 at 11:59pm GMT


Summary of the work
The DVLA Customer Insight Unit will be undertaking a comprehensive programme of qualitative research over the next 24 months to gather insight from users around their expectations from future services, and their experiences of current services.
Research dates
Between December 2017 and November 2019
Organisation the work is for
Budget range
£100 - £150k

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 and foreign driving licence holders. Participants will be 16 years or older and a spread of ages and socio-economic groups. 50% of participants to demonstrate low levels of digital/online skills and confidence*. All must be willing to have the research sessions filmed/recorded . * As defined on the GDS Digital Inclusion Scale Participants must not be involved in designing or building websites, or any other digital products or services
Assisted digital and accessibility requirements
Some sessions will be with ‘hard to reach’ users (e.g. users who are 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, would need help to complete an online application, are willing to try or learn new things on a computer or often need to get help from friends and family to carry out online tasks
Research plan
DVLA/DfT wishes to commission a supplier to provide participant recruitment services for a number of programmes within Department. A call off contract shall be valid for 2 years. A recruitment specification will be issued on a case by case basis
Research location
Research will be mainly in Wales but there will be a requirement for National coverage. Locations to be agreed. This contract will provide participants for a series of focus groups, mini groups, depth interviews, usability test and other forms of qualitative research across the United Kingdom, speaking to a wide range of customer segments. Research will take place in the DVLA UX Lab, other labs, syndicate rooms, meeting rooms in hotels and in participants homes or workplaces
Access restrictions at location
Number of research rounds
Up to 200 rounds of recruitment in a 24 month period
Number of participants per round
5 to 10
How often research will happen
Weekly. Mon - Fri. Mainly weekday but some weekday evenings
Evening or weekend research
Weekday evenings

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
  • Are participant profiles available for review in advance?
  • How does your organisation replace drop outs or wrongly recruited user without extra charge?
  • 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 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
  • Please detail how your organisation pays incentives to participants
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 your organisation recruits participants in partnership with NGOs and Charities

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Meeting our requirements - 20%
  • Online/Offline recruitment channels - 5%,
  • Method of target profile recruitment - 5%
  • Hard to reach participants - 10%
  • Availability:
  • Lead Times - 20%
  • Capacity - 20%
  • Price - 20%
Assessment methods
  • Written proposal
  • Case study
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Do we need to supply usability lab? If so, it it covered in the budget?
No. We have our own UX Lab in Swansea. All venue hire costs (including usability labs) are budgeted for separately.
2. Since you mention nationwide research participants to be recruited, should all the participants travel to Wales for the research?
No. We have our own UX Lab in Swansea, but conduct research at venues across the UK - in such places as meeting roons, syndicate rooms and other usability labs. These venues are organised by DVLA and paid for by us separately.
3. Is it mandatory to recruit through NGOs and charities? Why is it mentioned in 'nice to have' skills?
Not mandatory to recruit through NGOs and charities, but they are an established route through which to access some hard to reach user groups
4. What flexibility you offer the supplier firm during recruitment? For example, flexible research dates, venues, advance planning of research etc..
There is scope for limited flexibility around dates in consultation with DVLA, but in some instances the research location in particular is key.
5. What happens if supplier has busy dates or has difficulty recruiting due to holidays? Can the supplier say refuse proposed research dates and request another?
There is scope for limited flexibility around dates in consultation with DVLA
6. Are you having only one supplier or recruiting multiple suppliers?
DVLA are looking for a single supplier to fulfill this requirement