--- title: "HMCTS Digital Support Service" ocid: "ocds-h6vhtk-02b27e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b27e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b27e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b27e.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "MINISTRY OF JUSTICE" published: "2021-05-18" --- # HMCTS Digital Support Service Buyer: MINISTRY OF JUSTICE Current stage: Tender OCID: ocds-h6vhtk-02b27e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b27e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02b27e.json) ## Summary The public procurement process is being conducted by the Ministry of Justice for the "HMCTS Digital Support Service," with an estimated value of £13.7 million. This initiative falls under the services category, specifically targeting supporting services for government operations. The procurement process is currently in the active tender stage, with submissions closing on 25th June 2021. The services are required to be provided across England, Wales, and Scotland, in alignment with the ongoing £1 billion HMCTS Reform Programme aimed at enhancing digital accessibility and support for court services. This tender presents significant opportunities for businesses specialising in digital support services, customer assistance, and training aimed at digitally excluded populations. Companies with experience in social services, computer-related services, and educational support are particularly well-suited to compete in this tender. By providing tailored solutions to assist users in accessing and utilising HMCTS’s digital platforms, successful bidders can play a crucial role in making justice services more accessible, thereby contributing to broader business growth within the public sector landscape. ## Notice Her Majesty's Courts and Tribunals Service (HMCTS) is undergoing a PS1bn 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. ### Lot Information Lot 1 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. 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". Renewal: Option for two 12 month extensions (56 months total) ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/011021-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 May 2021 | | Submission deadline | 25 Jun 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £13,700,000 | | Lots value | £13,700,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | 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 9AJ | | 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 - 73 - Research and development services and related consultancy services - 75 - Administration, defence and social security services - 80 - Education and training services - 85 - Health and social work services ### Codes - 72500000 - Computer-related services - 73000000 - Research and development services and related consultancy services - 75130000 - Supporting services for the government - 80400000 - Adult and other education services - 80500000 - Training services - 85320000 - Social services ## Release History - 18 May 2021 at 21:55 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/011021-2021 ## Notice URLs - http://www.justice.gov.uk - https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html - https://ted.europa.eu/udl?uri=TED:NOTICE:509147-2020:TEXT:EN: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-h6vhtk-02b27e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02b27e.json.