---
title: "HMCTS National Digital Support Service"
ocid: "ocds-h6vhtk-04afb7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04afb7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04afb7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04afb7.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "MINISTRY OF JUSTICE"
published: "2024-10-21"
---

# HMCTS National Digital Support Service

Buyer: MINISTRY OF JUSTICE  
Current stage: Planning  
OCID: ocds-h6vhtk-04afb7

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## Summary

The Ministry of Justice is in the planning stage for the renewal of the HMCTS National Digital Support Service contract, which is set to end in Autumn 2026. This tender is classified under the "Legal advisory and information services" industry category and covers all regions within the UK. The procurement process is being conducted under the legal basis CELEX: 32014L0024. A virtual market engagement event is scheduled for Tuesday, 12th November 2024, from 13:00 to 16:00, with a registration deadline of Monday, 4th November 2024. The event aims to gather feedback from interested parties to shape the future of the service.

This tender opportunity offers significant potential for business growth, especially for organisations experienced in supporting users with multiple needs, digital inclusion, and the Court and Tribunals service. Businesses capable of providing digital assistance and understanding the complexities of users who are digitally excluded will find this opportunity suitable. The process allows for early engagement with potential suppliers, providing a platform to influence and contribute to the design of the future service, which could lead to long-term contracts and strategic partnerships with the Ministry of Justice.

## Notice

The current contract for the HMCTS National Digital Support Service is due to end in 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.

### Lot Information

Lot 1

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 supporting users 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. Background info * 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 (https://www.gov.uk/government/publications/hmcts-reform-infrastructure-and-enabling-services-fact-sheets/fact-sheet-national-digital-support-service) If you wish to attend the Early Market Engagement Event please register by 4th November 2024 via the Jaggaer E-procurement system: https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html Once in the portal look for "PQQ_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 | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/033978-2024 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Oct 2024 |
| Submission deadline | Not specified |
| Future notice date | 1 Jan 2026 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| 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
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 72253100 - Helpdesk services
- 79140000 - Legal advisory and information services

## Release History

- 21 Oct 2024 at 14:00 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/033978-2024

## Notice URLs

- https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html
- https://www.gov.uk/government/publications/hmcts-reform-infrastructure-and-enabling-services-fact-sheets/fact-sheet-national-digital-support-service

## 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-04afb7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04afb7.json.