--- title: "HMCTS National Digital Support Service" ocid: "ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4.json" source: "Contracts Finder" current_stage: "Planning" buyer: "MINISTRY OF JUSTICE" published: "2024-12-06" --- # HMCTS National Digital Support Service Buyer: MINISTRY OF JUSTICE Current stage: Planning OCID: ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4.json) ## Summary 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. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9ee6f26f-56b8-4609-9a95-a4a830d85598 | | 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 | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Dec 2024 | | Submission deadline | Not specified | | Future notice date | 4 Nov 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | MINISTRY OF JUSTICE | | Locality | LONDON | | Post town | South West London | | Postcode | SW1H 9GL | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### 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 ### 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 ## Release History - 6 Dec 2024 at 15:51 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/9ee6f26f-56b8-4609-9a95-a4a830d85598 - 21 Oct 2024 at 13:49 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/52a413af-199f-4ba9-9f22-8da78cb3d000 - 18 Oct 2024 at 14:54 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/6faab77c-2e07-477d-b13a-8a7b02b6d106 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/9ee6f26f-56b8-4609-9a95-a4a830d85598 6th December 2024 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/52a413af-199f-4ba9-9f22-8da78cb3d000 21st October 2024 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/6faab77c-2e07-477d-b13a-8a7b02b6d106 18th October 2024 - Early engagement notice on Contracts Finder - https://www.gov.uk/government/publications/hmcts-reform-infrastructure-and-enabling-services-fact-sheets/fact-sheet-national-digital-support-service Factsheet: National Digital Support Service - https://www.contractsfinder.service.gov.uk/Notice/Attachment/6e1f1df6-465a-4242-a868-948a4921e3a0 n/a ## Notice URLs - https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7580cd10-009a-42d9-a413-9714a7aee9c4.json.