HM Courts and Tribunals Service (HMCTS)

User Research Participants for HMCTS Reform Programme in London and Manchester

0
Incomplete applications
5
Completed applications
5 SME, 0 large
Published Monday 3 September 2018
Deadline for asking questions Monday 10 September 2018 at 11:59pm GMT
Closing date for applications Monday 17 September 2018 at 11:59pm GMT

Overview

Summary of the work Large scale recruitment contract (c. £150k p.a.) for user research participants to support the development of the HMCTS Reform programme. The programme involves 15-20 service projects who require user participants on an ongoing basis so the successful supplier will need to be able to work on multiple project briefs concurrently
Location London
Research dates During contract term. From 01/10/2018 to 30/09/2020
Organisation the work is for HM Courts and Tribunals Service (HMCTS)
Budget range £150k per annum

About the work

Early market engagement

About the research

Description of your participants The HMCTS Reform Programme covers a wide variety of services and as a result we will need participants who have experienced a number of potential interactions with the courts. These could include:
• Divorce
• Probate
• Adoption
• Civil Money Claims
• Social Security Tribunal appeals
• Victims or witnesses in criminal cases
Within these areas we will be looking for a mix of participants including both those with low digital skills and those who require assistive technology in order to access digital services.

In addition to citizen users there may be a requirement to recruit legally qualified or professional users such as solicitors, experts in probate, accountants etc. Suppliers should provide separate costs for recruiting these professional users.

It is important to note that users of the justice system services will include grieving and vulnerable users. This reinforces the pre-existing requirement to recruit ethically and with sensitivity. Potential participants should have a good understanding of the service that they are being recruited to test, what their participation will entail, how their data will be handled, and (in the case of particularly sensitive projects) possible requirements around non-disclosure.
Assisted digital and accessibility requirements Participants with assisted digital or access needs will need to be included in the research as described by the project brief
Research plan Research plans will vary for each project brief but the majority will involve lab based testing or in-home interviewing.
Research location Majority of lab research will be based in London and Manchester although some ad-hoc research could be required elsewhere. In-home research could be anywhere in England and Wales
Access restrictions at location Labs for face-to-face research will be selected based on accessibility, although we cannot assure that they are completely suitable (e.g. equipped with hearing loops, accessible for wheelchair users, etc.).
Number of research rounds 100
Number of participants per round There will be 6 participants per round. HMCTS will advise prior to booking if spares are required.
How often research will happen Weekly.
Evening or weekend research
  • Weekday evenings
  • Weekends

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
  • Experience of, and ability to regularly recruit users for in-home research (2%)
  • Experience of, and ability to recruit participants with low digital literacy or confidence (2%)
  • Experience of, and ability to recruit participants with specific accessibility needs or requirements (2%)
  • Ability to work to short timelines (10 working days notice) (5%)
  • Ability to store participant data securely and demonstrate compliance with GDPR (5%)
  • Experience of and ability to recruit participants in sensitive or vulnerable situations e.g. people going through divorce or bereavement (2%)
  • Experience of, and ability to recruit participants using non-digital channels to ensure coverage of those with low digital literacy (2%)
  • Experience of, and ability to recruit professional users such as solicitors, accountants (1%)
Nice-to-have skills and experience
  • ISO 27001 accreditation (5%)
  • Experience of recruiting users of the courts and legal services (1%)

How suppliers will be evaluated

How many suppliers to evaluate 3
Proposal criteria
  • Describe how participants with lower digital skills will be recruited supported by examples of where you have done this previously (4%)
  • Describe the approach(s) you would take in recruiting participants in sensitive or vulnerable situations e.g. recently divorced or bereaved supported by examples of where you have done this previously (4%)
  • Provide details of how you would recruit professional participants such as solicitors, paralegals etc. supported by examples of where you have done this previously (2%)
  • Provide details of how you would recruit participants with very low prevalence e.g. recently been subject to a housing possession notice supported by examples of where you've done this previously(2%)
  • Describe the processes you have in place to ensure that participant details can be stored securely (7%)
  • Provide a case study of how you have recruited user participants with lower digital skills (2%)
  • Provide a case study of how you have recruited user participants in sensitive and/or vulnerable situations e.g. divorce, bereavement (2%)
Assessment methods
  • Written proposal
  • Case study
  • Interview
Evaluation weighting

Technical competence

50%

Availability

30%

Price

20%

Questions asked by suppliers

No questions have been answered yet