PRJ_13532 HMCTS User-centred Design Managed Service

Description

Pre-market engagement None Which phase the project is in Not applicable Existing team Within HMCTS designers and researchers work in ‘UCD squads’ in each of our jurisdictions (civil, family, tribunals and crime) and on cross cutting services. We currently work in a blended approach with practitioners from the current supplier working alongside civil servants and we anticipate this approach would continue. We do not currently know the scale of the resource required as this will be a “call off” contract that provides HMCTS the capacity to undertake work that cannot be delivered solely by in house civil servant resource. The Service is currently being provided by 1 Managed Service Provider. Address where the work will be done Primarily London and remote working Working arrangements HMCTS services are built to government service standards using a Scaled Agile Framework (SAFe). SoWs will be issued to define the development outcomes of each project phase and typically span three to six months. The supplier’s team will be required to work with onsite team at the base location working a five-day week. For any work performed at a non-base location and outside London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements (optional): All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. For further guidance see: https://www.gov.uk/government/publications/government-baseline-personnel-security-standard Latest start date 2025-06-30 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions The initial Statement-of-Work (SOW) will be Time & Materials but the Buyer reserves the right in the contract to use alternative payment mechanisms such as Fixed-Price or Capped-T&M for future SOWs. Suppliers shall provide transparency to the Buyer on the rates paid to resources & any third-parties in the supply-chain on request. Expenses shall be submitted in line with the MOJ Standard T&S, policy and agreed in advance of expenditure. Special terms and conditions Supplier shall provide Liability-Insurance & Professional-Indemnity as detailed in the contract. Special terms and conditions Suppliers must be able to provide resources within a 2-week notice period with the necessary skills to minimise impact on delivery. Are you prepared to show your budget details?: Yes Indicative maximum: Maximum budget for 2 years is up to £7,500,000 Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work Flexible, managed user-centred design capability, meeting programme outcomes to timescales, budget and government service standards, including: Multi-level service designs that balance user and business needs and constraints Planning and carrying out user research, translating findings into actionable insights Designing service content and interactions, from wireframes to code prototypes Scoping, planning, delivering and documenting work in JIRA and Confluence Supporting HMCTS to develop its in-house user-centred design capability Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is HM Courts and Tribunal Service (HMCTS) Why the work is being done HMCTS has significant reliance on technology and digital services, from customer facing services to give citizens access to Justice through to digitisation of internal processes. The UCD and UR functions provide HMCTS with a multi-disciplined team of research and design specialists to ensure our services centre user needs to deliver services that are simple, easy to use, meet user needs which is a critical requirement of the government service standard that all digital services must meet (https://www.gov.uk/service-manual/service-standard). This also supports HMCTS to deliver its strategic objectives, in particular improving access to justice for citizens and the experience of professional users of HMCTS services and continuously improve our on- and off-line services to better meet the needs of operational staff and the judiciary. The business problem you need to solve HMCTS is looking for a User-centred Design service provider to ensure that high quality service design, interaction design, content design and user research is carried out which puts users at the heart of service development to deliver services that are simple, easy to use and meet the government service standard. This work can include both continuous improvement for services who are operating business as usual (BAU) and the development of services as part of change programmes. The Managed Service Provider will be expected to work closely with the civil servant Leads for User Research and User Centred Design and may at times work in blended squads alongside civil servant practitioners. First user type: Citizen Users First user type: External Professional Users First user type: Internal HMCTS staff users First user type: Judicial Users