Awarded to Criteria Fieldwork Ltd

Start date: Wednesday 20 February 2019
Value: £60,000
Company size: SME
The Department for Work and Pensions

DWP User Research Recruitment Services - London

2 Incomplete applications

2 SME, 0 large

5 Completed applications

5 SME, 0 large

Important dates

Tuesday 4 December 2018
Deadline for asking questions
Tuesday 11 December 2018 at 11:59pm GMT
Closing date for applications
Tuesday 18 December 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.
  • Experienced recruiting 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 or ISO27001 certified, or will have gained either within 6 months of the contract start date. The certification must cover the entirety of services offered.
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. In the proposal criteria there is a mention about cyber essentials plus/ISO 27001 detailing. So if we provide assurance of having this in place within 6 months of obtaining contract, are we in disadvantage to the competition who may already have it?
Suppliers who already have it will score higher on the individual criteria, as the process must be fair to all, however overall technical and pricing criteria have been designed in such a way to ensure the evaluation process is fair with this in mind. In your response it would be beneficial to include an expected timeline for certification so the Department can better understand your plans. A contract clause will cover compliance to the requirements, and therefore you will not be disadvantaged if you do not have it already as this will provide assurance to the DWP.
2. In the proposal criteria there is a mention about cyber essentials plus/ISO 27001 detailing. So if we provide assurance of having this in place within 6 months of obtaining contract, how can we substantiate this any further? What details do we need to supply to sufficiently answer this?
We will be including a clause in the contract to cover this, and therefore contract compliance will require the evidence of CBS+/ISO certification by no later than a specific date 6 months following the start of the contract. This will be how it is evidenced. It would be beneficial to submit your expected timeframe to acquire it.
3. In the proposal criteria there is a mention about risk management. could you please detail what risks you are talking about?
We are referring to the risks associated with handling participants personal data. To help us in the evaluation process please provide some detail on the steps you take to keep participants data secure.
4. Please can we ask how long each round last for? i.e. 1hr, 2hrs etc.
thank you
Research sessions will vary in length depending on the nature of the research project we require recruitment for. In general our research session take between 45 and 90 minutes, however they may be times when we require participants to attend for longer periods of time. We will specify the exact length of the research sessions as part of the recruitment brief.