Awarded to Nudge Digital Ltd

Start date: Monday 11 March 2019
Value: £25,000
Company size: SME
Department for Digital, Culture, Media & Sport

Discovery for the Office of Civil Society Safeguarding Referral Decision Tool

5 Incomplete applications

4 SME, 1 large

8 Completed applications

7 SME, 1 large

Important dates

Wednesday 13 February 2019
Deadline for asking questions
Wednesday 20 February 2019 at 11:59pm GMT
Closing date for applications
Wednesday 27 February 2019 at 11:59pm GMT


Summary of the work
Discovery activity, focusing on user research to gain an understanding of referral processes and challenges users face with decision making.

We anticipate this phase will include content design activity, reviewing existing policy and guidance around safeguarding decision making.

Conclusions from discovery should form a basis for a subsequent alpha phase.
Latest start date
Monday 4 March 2019
Expected contract length
1 - 2 months
South East England
Organisation the work is for
Department for Digital, Culture, Media & Sport
Budget range
£25,000 exclusive of VAT, but inclusive of expenses.

About the work

Why the work is being done
The Office for Civil Society (OCS) in DCMS is delivering a package of work to improve domestic charity safeguarding practices following a recent review.

This will support charities who receive safeguarding concerns and will guide them through the steps they need to take and who they need to refer the concerns to.
Problem to be solved
The current lack of access to knowledge on the proper reporting, handing and referral of safeguarding concerns have been identified by sector experts as a key barrier to protecting people from harm.

Charities currently do not have access to the right information in one place to help them make good decisions.

Currently, when a charity receives a safeguarding concern via their reporting processes, there is no tool to guide them through the next steps that they need to take.

Charities currently do not have access to consistent information in one place to help them make good decisions.
Who the users are and what they need to do
As a member of staff, volunteer or trustee at a charity or organisation with charitable status in England or Wales

I need to process a safeguarding concern that we have according to the appropriate procedures and policies

So that I know I have handled the concern correctly, referred it on to the relevant people, organisations or statutory bodies, and taken immediate action to protect people from harm.
Early market engagement
Any work that’s already been done
An initial version of the decision-making process has been mapped in collaboration with project partners and stakeholders across the sector.

This output should be reviewed as part of the discovery process with relation to the underlying policies and should be considered as a reference point during user research.
Existing team
Service Owner (DCMS, Office for Civil Society)
Product Owner (DCMS, Office for Civil Society)
Delivery Manager (CO, Digital & Technology)
Current phase

Work setup

Address where the work will take place
1 Horse Guards Road
London, SW1A 2HQ

50 Victoria Street
London, SW1H 0TL
Working arrangements
Combination of co-location and remote as required. Key agile rituals and workshops will need to be face to face in London, other rituals, meetings and events may be able to be delivered remotely using video conferencing.

Some user research activity will likely be required at locations across the UK.
Security clearance
All individuals engaged must have BPSS.

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 designing, planning and delivering user research led programmes, using a variety of methodologies.
  • Experience of conducting and analysing large scale quantitative research, including mechanisms to ensure robustness of samples, and using statistical methods to understand patterns and significance.
  • Experience of conducting and analysing qualitative research, including contextual research, observation and scenario based usability testing.
  • Experience of participant recruitment across multiple organisations and user segments, including those that are hard to reach.
  • Experience of documenting existing user journeys, interactions between multiple organisations, constraints, barriers and pain points experienced by users.
  • Experience of delivering projects using agile methodology, with appropriate rituals and artefacts, with teams that are not necessarily co-located.
  • Experience of mapping complex interactions across multiple government departments, non-departmental public bodies, the devolved administrations, agencies, regulators and the third sector.
  • Experience of delivering discovery phases compliant with the GDS Digital Service Standards.
  • Experience of content design and review against policy and user needs.
Nice-to-have skills and experience
  • Knowledge of safeguarding regulatory regimes.
  • Familiar with geographic differences in regulatory structures in the VCSE sector.
  • Experience of delivering services that comply with the Technology Code of Practice, Minimum Cyber Security Standard and other relevant government compliance requirements.

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Approach to ensuring a robust and compliant discovery, encompassing a range of research methodologies.
  • Timeframes for the work, identified risks, mitigations, and dependencies on other activities.
  • Team structure, expertise and resource allocation rationale.
  • Value for money.
  • Approach to working openly, sharing & documenting findings and producing tangible outcomes.
  • Approach to participant recruitment across the sector, ensuring representative samples.
Cultural fit criteria
  • Work as a collaborative team with the Office for Civil Society and the Digital and Technology Team.
  • Be transparent and collaborative in planning and decision making.
  • Share foresight of potential issues and risks with the whole team at an early stage.
  • Ability to deal with stakeholders in a sensitive and suitable manner.
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please could you clarify the timelines for shortlisting submission, evaluation, proposal and the project start date as the published latest start date is only one week from the shortlisting submission.
Please can you provide details of what the next steps are following this initial application i.e. deadlines for the written proposal/presentation?
Please can you advise on the timelines for the proposal and presentation stages of this tender:
-28th February - Shortlisting of Suppliers, with Suppliers informed by this 5pm.
-6th March - Final Supplier responses due by midday.
-7th March - Suppliers who are invited to pitch will be informed by 5pm.
-8th March - Shortlisted suppliers will need to be available for a face to face session to present and explore their response. Three slots for these sessions will be available.

Suppliers need to be available for an immediate start on Monday 11 March, beginning with a project workshop.
2. Can you host a call with suppliers about this opportunity where we can have a live Q&A and the discussion notes are shared on this tender ad? This has proven helpful on other DM opportunities.
Due to time pressures, we are unable to offer this prior to shortlisting, although further questions via Digital Marketplace are encouraged. Shortlisted suppliers will of course have the opportunity to discuss further at a later stage.
3. Who from your team will be scoring applications for this opportunity and what positions do they hold?
Service Owner (DCMS, Office for Civil Society)
Product Owner (DCMS, Office for Civil Society)
Delivery Manager (CO, Digital & Technology)
Head of Digital (CO, Digital & Technology)
4. Are you working with any existing suppliers in relation to this tender opportunity? If you are, who are they?
5. Given the specialist and sensitive nature of this work, as well as the normal scope of a discovery under the digital service standard, the budget of £25k seems low. Would you consider extending the budget to gain the value of delivering a full discovery to the service standard? Otherwise could you set out your decisions on how you expect scope to be constrained/prioritised to meet this budget please?
We believe the budget is appropriate for a discovery of this scale. Scope will be constrained and prioritised in an agile fashion as research insights evolve , with full transparency to the Office for Civil Society team, in order to progress the work. This may involve limiting research to particular segments of users, reducing sample sizes, focusing on particular elements of policy or legislative need, or deferring some engagement with regionally diverse users until a later stage.
6. What do you anticipate the outputs will be from this project?
The outputs will be typical of a discovery phase adhering to the Government Digital Service Standard. This will include;

-Artefacts including personas, user journeys with pain points, process maps and a prioritised list of user needs and stories

-Evidence that shows a review of the relevant policy and legal landscape

-A refined safeguarding decision tree, together with draft content, iterated from research evidence and business need

-Summary report and presentation of user research with key findings and insights
7. Will you be able to support the recruitment and incentivisation of participants for the user research sessions?
We intend to make relevant contacts within stakeholder groups available. A small financial or voucher type incentive maybe appropriate for certain hard to reach user segments if deemed necessary - although this should be managed entirely by the Supplier and within the budget envelope specified.
8. Will this output (initial version of decision-making process) be shared with suppliers in the next tender stage or only to the successful supplier?
We will share this output with shortlisted suppliers.
9. Supplementary answer to previous question 3 :Who from your team will be scoring applications for this opportunity and what positions do they hold?
A representative from the safeguarding stakeholder community has been added to the assessment panel .