This opportunity is closed for applications

The deadline was Friday 8 June 2018
HM Courts and Tribunal Service (HMCTS)

HMCTS Reform Technology - Content Design & UX Capability

5 Incomplete applications

3 SME, 2 large

11 Completed applications

6 SME, 5 large

Important dates

Friday 25 May 2018
Deadline for asking questions
Friday 1 June 2018 at 11:59pm GMT
Closing date for applications
Friday 8 June 2018 at 11:59pm GMT


Summary of the work
The Reform Programme seek a flexible content-design & UX resource-model that may deliver a complete Agile project life-cycle from discovery to live, or only conduct an ‘inception’ phase and then hand the project over to a Discovery/Alpha/Beta team; with a full set of documented aims.
Latest start date
Monday 30 July 2018
Expected contract length
2 Years
Organisation the work is for
HM Courts and Tribunal Service (HMCTS)
Budget range
The anticipated service will consist of multiple teams. Suppliers progressing to the "proposal" stage will be issued with a template to complete the financial section of this tender. The total Supplier charge, along with the total blended day rate of all resources will be evaluated as per evaluation criteria.

About the work

Why the work is being done
HMCTS is undergoing an extensive reform transformation enabled by a technology work stream. Civil, Family and Tribunals (CFT) is one of the programmes of work enabling the transformation. Current HMCTS services are typically supported by high-volume, paper based processes. The CFT Programme’s main technology objective is to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. These digital services are being developed within a coherent architecture which maximises reuse across the services.
Problem to be solved
The CFT Programme is designed to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate channels.
The programme wishes to adopt a flexible content design & UX resource model that may deliver a complete Agile project life-cycle from discovery to live, or only conduct an ‘inception’ phase and then hand the project over to a Discovery/Alpha/Beta team; with a full set of documented aims, whilst they move on to a new project to undertake the inception works.
Who the users are and what they need to do
The HMCTS Reform projects facilitate new processes in the civil court delivering Digital by Default solutions. The Programme need to procure an experienced Content design team and UX team to deliver a number of Project to deliver the HMCTS reform programme.
Early market engagement
Any work that’s already been done
The programme have implemented a number of projects during the past 2 years, however, there is a desire to transform the delivery of the projects so a new approach is required.
Existing team
The existing technology work stream programme team are a blend of internal staff and external contractors/consultants from a range of suppliers. The wider Reform team consists of Architecture, Service, Project Management, Solution designers, Delivery Manager, Business Analysts, Developers.
Current phase
Not applicable

Work setup

Address where the work will take place
Predominantly London, but Birmingham and other locations within the UK dependent on the project (UK Travel is expected)
Working arrangements
The Service is being delivered against the GDS Service Manual using SAFe.
The suppliers team will initially be required to work onsite at the base location working a (5) day week, unless agreed with the CD & UX programme leads
For works performed at a non Base location (or the supplier's own premises) and London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS.
Security clearance
Baseline Personnel Security Check (BPSS) which must be dated within 12 months of the start date. See for further guidance.

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
  • Evidence of creating/delivering user-focused content for 4+ government/Industry digital services, passing 2+ Alpha/Beta GDS assessments or equivalent industry service reviews (List evidence and provide detail references at proposal stage)(3%)
  • Proven experience of using GOV.UK style, or equivalent industry style, standards and patterns to produce consistent and quality designs meeting user needs and business requirements (3%)
  • Experience of creating content for services within an agile delivery team where the user satisfaction rate has been demonstrably improved, show how UX design process made a direct impact (3%)
  • Provide evidence of how your Content Design teams iterate and improve content and user-journeys, either within the government department GOV.UK structure, or industry equivalent (3%)
  • Evidence where you have successfully delivered content design-led digital solutions while working within multi-vendor teams on multiple projects at different locations (include references) (3%)
  • Evidence where you successfully transferred knowledge between capabilities, and during handover to a live service team (3%)
Nice-to-have skills and experience
  • Evidence of providing a digital content capability service to a major transformation programme impacting more than 500,000 users a year (1%)
  • Experience of building services for citizens, professionals and internal users (1%)

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Detail your method for attracting, recruiting or placing high-quality and appropriately skilled content designers onto the programme, while minimising HMCTS's effort in CV-sifting and interviewing (5%)
  • Describe how you will review and continuously improve the quality of your content designers’ outputs and deliverables (5%)
  • Provide 3 digital content design cases studies undertaken by the proposed content designers; include reference contact details, CVs for the content designers being proposed emphasising relevant skills and experience (5%)
  • Explain your approach,methodology,plans for a flexible content-design/UX-resource-model that either undertakes inception-phase-only projects handing documented aims to the Discovery/Alpha team and moving on to another project, or undertake the full Agile-life-cycle(10%)
  • Describe how you would identify, avoid and manage the challenges UX teams face producing user-led content/interaction designs on large-scale agile programmes where service teams are not co-located (multiple locations/countries). (10%)
  • Explain how and where you have ensured quality and consistency in content design across a wide service journey, while only having core responsibility for part of that journey. (10%)
  • Explain the value proposition; value for money, how you will optimise costs and generate savings. Demonstrate how discounts will be linked to volume and duration of resources (5%)
Cultural fit criteria
  • Explain how you’ll ensure collaboration at all levels of the project and programme delivery between users, team members and management. Give examples of where you have taken this approach (1%)
  • Explain how you would maintain a no-blame culture and encourage people to learn from their mistakes and provide examples of this (1%)
  • Explain how the team intend to create/enhance Content Design & UX Community culture (1%)
  • Explain how the supplier will coach, mentor and support the civil service apprenticeship scheme (1%)
  • Provide evidence on how the supplier have worked closely with partner suppliers to provide a comprehensive Content design & UX Capability service (1%)
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. When referencing the UX capability required, would it be possible to go into more detail on the specific roles please, for instance does that include User Research or is that dealt with separately?
The primary focus of this tender is for content designers, however, to meet the needs of the programme, a new flexible fully encompassing UX capability will be required to undertake the inception works.