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The Department for Work and Pensions

DWP User Research Recruitment Services - London

2 Incomplete applications

2 SME, 0 large

2 Completed applications

2 SME, 0 large

Important dates

Tuesday 16 October 2018
Deadline for asking questions
Tuesday 23 October 2018 at 11:59pm GMT
Closing date for applications
Tuesday 30 October 2018 at 11:59pm GMT


Summary of the work
Department for Work and Pensions Digital requires research participant recruitment for regular user research activities. We're looking for suppliers who can recruit participants who reflect the diverse make-up of individuals who use/claim DWP services.
Research dates
January 2019 -January 2020.
Organisation the work is for
The Department for Work and Pensions
Budget range
£60,000 (£30,000 p.a).

About the work

Early market engagement

About the research

Description of your participants
The recruitment brief will vary by project but may include:

-- In receipt of a DWP benefit or tax credits
-- Usage of assistive technologies to access digital services
-- Requirements for non-digital support to access digital services
-- Digital usage or experience
-- Cognitive and/or learning disabilities
-- Mental health conditions
-- Motor skills impairments
-- Visual impairments
-- Auditory disabilities
-- Household income levels
-- A mix of gender, age and educational attainment

Users of our services may include vulnerable users so should be recruited ethically and sensitivity. Participants should have a good understanding of the service they are being recruited to test, what it will entail, how their data will be handled, and possible requirements around non-disclosure, this information will be provided by each project.
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 by project and will usually include either usability testing or depth interviews.
Research location
Most of the research activities will take place in a user research lab in London. In addition we may need to recruit participants for research at their home or in a neutral location like a community centre. Research at a commercial user research lab will be in London, which is to be defined by another contract. We will expect the recruitment and lab to operate together seamlessly. Ideally researchers would have a single point of contact to organise research sessions.
Access restrictions at location
There should be no access restrictions at the research location.
Number of research rounds
Approximately 20 rounds over the course of the year.
Number of participants per round
Minimum of 5 participants per round, spare participants will not be required. There may occasionally be a need to engage with individual participants outside of a full round of research (for example, to speak with hard to reach individuals who are not able to participate in a scheduled day of lab-based interviews).
How often research will happen
Approximately 2 rounds a month. We will provide two weeks notice ahead of research.
Evening or weekend research

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
  • Experienced recruiting participants with low digital literacy or confidence using non-digital methods.
  • Experienced recruiting participants with specific accessibility needs or requirements.
  • Experieced recruiting participants with a range of socioeconomic status, educational attainment and household make up.
  • Experiencedrecruiting participants ethically and sensitively.
  • Able to work to short deadlines.
  • Experienced recruiting participants who are in receipt of DWP benefits or tax credits.
  • Cyber Essentials Plus certification, or ISO27001 certified. The scope of the above certification must cover the entirety of services (people, process and technology) offered under the contract.
Nice-to-have skills and experience
Able to provide 24 hour contact/suppport.

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Describe your proposed approach and methodology to meet the Department's requirements.
  • Describe the expertise in relation to maintaining delivery focus and accountability. How will this expertise be applied to benefit DWP?
  • What is your approach to risk management?
  • Describe how the end-to-end solution will meet requirements around privacy and information/cyber security, aligining with good practice such as ISO27001/Cyber Essentials Plus and relevant legislation such as DPA and GDPR.
Assessment methods
Written proposal
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Does the budget include any incentives?
Incentives should be provided by recruiters as appropriate, and should be included in the budget for this contract. DWP will not provide incentives separately.
2. Will the budget include the provision of test facilities?
No, the test facilities will be procured separately.
3. When would the project begin?
This will be a T&M contract, projects are expected to begin under it from January 2019.