Planning

HMCTS National Digital Support Service

MINISTRY OF JUSTICE

This public procurement record has 3 releases in its history.

Planning

06 Dec 2024 at 15:51

Market Engagement Notice
Planning

21 Oct 2024 at 13:49

Market Engagement Notice
Planning

18 Oct 2024 at 14:54

Market Engagement Notice
Summary of the contracting process

The Ministry of Justice is in the planning stage of procuring the HMCTS National Digital Support Service, scheduled to succeed the existing contract expiring in autumn 2026. The procurement focuses on Helpdesk and Support Services within the broader scope of business services, legal advisory, and digital inclusion sectors. This process includes a virtual market engagement event on 12th November 2024, between 13:00 and 16:00, inviting organisations to feedback on the proposed service structure. The deadline for expressing interest is set for 4th November 2024. This tender aims to cover a wide geographical area, including the United Kingdom, British Overseas Territories, Channel Islands, Europe, Isle of Man, and the Rest of the World.

This tender presents a significant opportunity for businesses, particularly SMEs and VCSEs, to engage in a high-impact project that supports digital inclusivity for court and tribunal service users facing multiple support needs. Organisations with expertise in assisting users with diverse requirements, particularly within legal and digital inclusion sectors, stand to benefit from this initiative. The project seeks to leverage participant feedback to overcome challenges in providing digital assistance, thereby ensuring better access to HMCTS services and fostering substantial growth for businesses adapting to these needs.

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Notice Information

Notice Title

HMCTS National Digital Support Service

Notice Description

The current contract for the HMCTS National Digital Support Service is due to end on Autumn 2026. We are now exploring what the future of the service should look like. Evidence from the current service indicates that users of our current Digital Support Service, often face additional barriers and therefore may have multiple support needs. This can include help with understanding the process and communicating their case effectively. The purpose of this event is to collect feedback on what the type of support provided for the new service could be and assess interest in the high-level proposals. We want to hear organisations who: - have experience support user with multiple needs - support Court and Tribunals service users - have knowledge in the digital inclusion sector Event details HMCTS invites interested organisations to attend a virtual market engagement event on Tuesday 12th November 2024 which will be delivered via Teams and take place between 13:00 - 16:00. Please respond by Monday 4th November 2024 to allow time for invitations to be issued. The main purpose of this event is to seek your feedback on the type of support provided by the digital support service to HMCTS users. We want to understand how this aligns with your experience(s) of supporting HMCTS users or users who have multiple needs. The event structure will be as follows: - background of the Digital Support Service - what we have learned about user needs - the key challenges to consider going forward - questions and feedback discussion Some of the key questions this session will be addressing include: 1. What range of support do digitally excluded users need to enable them to access HMCTS services? 2. What are the key enablers to deliver a service that provides digital assistance to HMCTS users? 3. Do you see any challenges or limitations to supporting users who struggle getting online in accessing HMCTS services? Please note that the presentation slides will be shared with attendees after the meeting. For additional information, please contact us at the email provided. Additional information: Background Information - The Digital Support Service has been live since January 2022 (nationally since June 2022) to help HMCTS users who are digital excluded (based on access, skills or confidence) to complete digital forms. - This is available to unrepresented users in the following services: Divorce, Online Civil Money Claims, Probate, Single Justice Service, Social Security and Child Support tribunals and Help with Fees. - The service was established as a response to the digitalisation of services under the Reform program, to ensure that no user is disadvantaged in this process, in alignment with the Equality Act 2010. - Further information on the existing service is available on gov.uk (see link below) If you wish to attend the Early Market Engagement Event please register via the Jaggaer E-procurement system: https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html Once in the portal look for "ppq_459" and send a message to the Authority with the following details to attend the event; - Company Name - Contact Name(s) and Job Titles of those planning to attend. - Contact Email Address(es) of those planning to attend. Please note that this is the only to register your interest in the Early Market Engagement Event. This market engagement event will help shape a potential future service. It does not constitute a commitment to a future procurement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9ee6f26f-56b8-4609-9a95-a4a830d85598
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

79 - Business services: law, marketing, consulting, recruitment, printing and security

98 - Other community, social and personal services

CPV Codes

72253000 - Helpdesk and support services

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79140000 - Legal advisory and information services

98110000 - Services furnished by business, professional and specialist organisations

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
6 Dec 20241 years ago
Submission Deadline
Not specified
Future Notice Date
4 Nov 2024Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
MINISTRY OF JUSTICE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1H 9GL
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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