Start date: Monday 30 September 2019
Value: £493,010
Company size: SME
Department for Work and Pensions

DWP User Research Participants for Identity and Trust Services

3 Incomplete applications

3 SME, 0 large

7 Completed applications

7 SME, 0 large

Important dates

Monday 24 June 2019
Deadline for asking questions
Monday 1 July 2019 at 11:59pm GMT
Closing date for applications
Monday 8 July 2019 at 11:59pm GMT


Summary of the work
Department for Work and Pensions requires research participant recruitment for Identity and Trust Services until December 2021. We're looking for suppliers who can recruit participants who reflect the diverse make-up of individuals who use/claim DWP services. We require participants who interact with DWP online and those who don't.
Yorkshire and the Humber
Research dates
July 2019 - December 2021
Organisation the work is for
Department for Work and Pensions
Budget range
Please quote separately for:

- Cost of recruiting participants
- Incentive fees recommended for one hour sessions
- Handling charge
- Office space
- Usability lab/observation room

About the work

Early market engagement

About the research

Description of your participants
A wide range demographic required, with particular interest in those frequently engaging and transacting with DWP online, for the purpose of Identity Verification and Trust.
We also require particular types of benefit recipients, such as (but not restricted to): Blue Badge holders; people in receipt of pension credit; people claiming tax credits - broken down by those who transact online and those who don't. All ages and genders, people in work/out of work, covering a range of demographics.
Assisted digital and accessibility requirements
On the 'Digital inclusion scale' we require people rated possessing as 'Basic digital skills' or higher. Assisted digital needs are not an immediate requirement, but they will be required later on in the process.
Research plan
We are running multiple projects across a programme of work, including 'Share Your Information', 'Confirm your Identity', and other Identity and Trust services, each with roughly 2 week testing cycles for which these participants will be required.
A full range of user research activities will be required including 1:1 interviews, focus groups and usability testing. Participants may be required to attend DWP office space or usability lab settings. For participants with mobility issues, DWP researchers will travel to meet these participants in their own home.
Research location
For the 'Share Your Information' programme, 'Confirm your Identity', and other Identity and Trust services a neutral office location is required. This could be National, however our preference would be for areas in and around South Yorkshire. Office base is in Sheffield.
The agency will organise access to suitable meeting rooms and/or usability labs/observation rooms.
Access restrictions at location
Agency to confirm
Number of research rounds
1 round for 3 projects per fortnight. 11 rounds 2019 (33) 78 rounds 2020 (234) 78 rounds 2021 (234).
Number of participants per round
'Share Your Information' Programme = 5 participants
'Confirm your Identity' Programme = 6-8
Other Identity and Trust services = 8-10
How often research will happen
Once every two weeks - may be one or two days per fortnight. If 2 days are required, it will be 2 days in the same working week.
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
  • Demonstrate ability to cover 'no shows'. Please supply average 'no show' rate
  • Demonstrate ability to recruit participants as described in 'Description of your participants'
  • Demonstrate effective communication between recruiter and researcher
  • Demonstrate ability to quickly turnaround a timed appointment from receiveing a brief
  • Demonstrate availability of meeting rooms, usability lab facilities and viewing rooms
  • Demonstrate immediate capacity to start recruitment
  • Demonstrate ability to identify, contact, schedule and fully coordinate attendance of participants, including the provision of a suitable venue and incentives
  • Demonstrate experience of data sharing and data transfer complying with GDPR and data security policies.
Nice-to-have skills and experience
  • Have experience of working with government departments
  • Have a dedicated point of contact for participants and staff during fieldwork of any user testing or qualitative research
  • Provide within research hours contact / support

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Approach to recruiting specialist participants
  • Breakdown of recruitment costs and incentives
  • Suitability of meeting rooms and facilities
  • How they've identified risks and dependencies and offered approaches to manage them
  • Estimated timeframes for the work
Assessment methods
  • Written proposal
  • Case study
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Do you expect the supplier you select to manage all aspects of recruitment themselves or are you happy that they can work with recruitment partners to fulfil the recruitment requirements?
It would be OK for suppliers to work with recruitment partners, however we would want a clear statement about how the lead organisation would work with us in this kind of arrangement, and how they would manage them/that relationship. We would also need reassurance, about data security in particular from each of the partners they wanted to work with which would have to be submitted as part of the bid for us to satisfy ourselves that they meet GDPR and DWP data security standards, in relation to collecting, storing and sharing personal items of data.
2. Are you looking for a single supplier for both participant recruitment and lab hire or can suppliers apply for one or other of these?
Ideally a single supplier, unless you can provide reassurance of how you will work in partnership or maybe as a joint bid/sub-contractor. You will need to be able to clearly demonstrate that you have done this effectively in the past.
3. From the point of confirming the recruitment criteria for each round, what is the lead time you have allowed for recruitment of participants prior to testing?
Each project will set the recruitment criteria at the start of the project e.g. citizens in receipt of tax credits. The criteria will probably not change much during the life of the project. Once a project is up and running, testing will happen once every two weeks. After a de-brief regarding the quality of the candidates supplied, the date for the next round of testing will be set (approx. two weeks). In some cases where we need to some ad hoc testing you may only get one weeks’ notice.
4. Is the need for evening & weekend research a 'nice to have' or will this be a regular requirement throughout the contract – if so, typically how often?
The need for evening and weekend research might be required if it isn't possible to access certain users during normal office hours. Example: Highly paid business executives. With the types of work currently being done, the need should be rare, but it cannot be discounted.
5. Are you able to provide any additional recruitment criteria at this stage or will be able to at shortlisting stage?
We will have a need to talk to people who interact with DWP in some way. For example, people in receipt of Universal Credit, Family Tax Credits, Pension credits, retired people, people who received Disability Living Allowance or Personal Independence Payments etc…