Section one: Contracting authority
one.1) Name and addresses
Ministry of Justice
102 Petty France
London
SW1H 9AJ
Contact
Jack Wellstood
HMCTSCommissioningandCommercial@justice.gov.uk
Telephone
+44 02033343555
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
HMCTS Digital Support Service
Reference number
prj_5737
two.1.2) Main CPV code
- 75130000 - Supporting services for the government
two.1.3) Type of contract
Services
two.1.4) Short description
Her Majesty’s Courts and Tribunals Service (HMCTS) is undergoing a £1bn Reform Programme. The reform programme aims to ‘bring new technology and modern ways of working to the way justice is administered’. Each of the Programme’s service projects has been looking to re-design the end to end service, increasing the automation and digitisation of processes, such as online forms and payments. The intention was that as many service users as possible will take up these digital offers. However, the HMCTS customer base is a varied one, and there is a need to support a potentially significant number of digitally excluded users who cannot or choose not to go online by themselves. This principle underpins the HMCTS vision of a justice system that is accessible to all. HMCTS also recognises that the customer base faces a wide range of digital exclusion barriers that they may require assistance and support to overcome.
We define ‘access’ as the ability for any person to find and use the necessary resources to interact and journey through court and tribunal services, without having to overcome any unreasonable barriers to doing so. There are many barriers that may hinder members of the public from accessing our future services. This may include, for example, financial constraints, lack of internet access, low confidence in using digital services, poor literacy or disability. The key role of this service is to provide users of HMCTS services who may face barriers to accessing digital platforms with the bespoke support required to successfully access justice services digitally. The reason a user may require support may differ from user to user, and users may have multiple causes of digital exclusion that require addressing.
two.1.5) Estimated total value
Value excluding VAT: £13,700,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72500000 - Computer-related services
- 73000000 - Research and development services and related consultancy services
- 80400000 - Adult and other education services
- 80500000 - Training services
- 85320000 - Social services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
England, Wales and Scotland
two.2.4) Description of the procurement
The key role of this service is to provide users of HMCTS services who may face barriers to accessing digital platforms with the bespoke support required to successfully access justice services digitally. The reason a user may require support may differ from user to user, and users may have multiple causes of digital exclusion that require addressing. Users may require a variety of different types of digital support, covering the end-to-end user journey for HMCTS services. This may range from understanding the HMCTS service and why it exists, through to assisting with completing a HMCTS form.
Whilst the scope of this contract is to help users’ access and complete online services, further support such as practical, procedural or emotional support may also be needed. This further support should be delivered as part of the digital support interaction. Other services offered by an organisation may also be needed to ensure the success of a digital support interaction. This can include signposting to or delivery of other HMCTS service support. This should be included in the Total Charge Per Outcome as set out in appendix G.
Users of DS are unlikely to have firm expectations of how DS is delivered, or the aims are achieved. The key priority is that users needing to access a HMCTS service are informed of their options, and if happy to complete online, are supported to access and/or complete DS correctly. A provider of this service needs to locate and establish contact with potential users in England, Wales and Scotland (for reserved tribunals). This will be by building on or establishing strong relationships with local organisations which potential users will have contact with.
Please see the specification document for the full description of the nature of quantity of the service requirements.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £13,700,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
Option for two 12 month extensions (56 months total)
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
Full tender documenation can be found on the MoJ Sourcing Portal, found at "https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html"
Once registered for the MoJ Sourcing Portal, please navigate to the ITTs and search for "HMCTS Digital Support" or "ITT_5275".
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2020/S 208-509147
four.2.2) Time limit for receipt of tenders or requests to participate
Date
25 June 2021
Local time
5:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
28 June 2021
Local time
8:00am
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.4) Procedures for review
six.4.1) Review body
Ministry of Justice
London
Country
United Kingdom