Prj_14257 - HMCTS User Research Participants.

Description

How often research will happen The research will be carried out approximately twice per month on average Research location The research location is Nationally. Access restrictions at location Suppliers must assess and take into account any access restrictions at the research location that may impact participant involvement. This includes, but is not limited to, physical access (e.g. step-free routes, lifts, accessible toilets), sensory environments (e.g. lighting, noise levels), and suitability for individuals with visual, hearing, cognitive, or neurodiverse needs. Suppliers should identify potential barriers in advance and make reasonable adjustments where possible to ensure the research environment is inclusive and accessible to all participants. Where access limitations cannot be resolved, alternative arrangements (such as remote participation or alternative venues) should be considered. Description of your participants The required research participants must meet the set criteria and have consented to participate in research in order to provide the best insight to projects at HMCTS Citizen user research participants – typically experiencing major life events, appealing decisions by organisations (including other government departments) such as about immigration, asylum and benefits, or are claiming money owed. External professional user research participants - such as paralegals, solicitors acting on behalf of their clients, local authorities, and other government departments. Research plan A research specification will be provided for each round of research. Special terms and conditions This is a call-off contract for conducting multiple research rounds. Are you prepared to show your budget details?: Yes Indicative maximum: Maximum budget for 2 years and 1 year extension period is up to £ 450,000. Indicative minimum: Not specified Provide further information: The budget range of the contract is approximately £150k for year 1, £150k for year 2 and if required £150k for year 3 (extension period) totalling £450k. HMCTS does not guarantee volume or duration of work for the winning bidder. Summary of work HMCTS is looking for a research participant recruitment supplier to ensure that high quality user research supports the design and development of its services. This work can include both continuous improvement for live digital services and the development of services as part of change programmes. Research participants will be a mix of people in the general public including those who use assistive technology, those who have low digital confidence or other access needs. For some projects participants would have experienced interactions with the courts, for example Divorce, Probate, Adoption, Civil Money Claims, Social Security and Child Support Tribunal appeals and victims or witnesses in criminal cases. In addition to citizen users, the supplier will be required to recruit professional users of HMCTS services such as legal professionals, legal assistants or accountants. The supplier is required to provide participants for multiple projects on an ongoing basis and will be working on project briefs concurrently. Researchers will define parameters for the research and send a project brief outlining criteria for research participants for their study. The Supplier will send a quote, proposed recruitment methods and screening questionnaire to the researcher for approval. The Supplier will source users, gain consent for participation and provide participants’ contact details to the researcher at least 48 hours before the first session. The supplier may need to prepare participants for lab sessions, in-home or remote research. For remote sessions using Teams, the Supplier will ensure that remote sessions are effective. The supplier may also be asked to recruit participants via a list provided by HMCTS, and manage incentives for completed projects. User Researchers work at a fast pace, which means requests will be made ad-hoc and may require a quick turnaround (10 working days). This service is currently delivered by 1 managed service provider Where the research will take place North East England Where the research will take place North West England Where the research will take place Yorkshire and the Humber Where the research will take place East Midlands Where the research will take place West Midlands Where the research will take place East of England Where the research will take place London Where the research will take place South East England Where the research will take place South West England Where the research will take place Scotland Where the research will take place Wales Who the organisation using the products or services is His Majesty's Courts and Tribunal Services (HMCTS). Pre-market engagement None. Number of research rounds There will be approximately fifty (50) rounds of research. Number of participants per round There will be approximately six (6) participants per round of research. Research dates The research is scheduled to take place between August 2025 and August 2027, with specific dates to be confirmed.