HMCTS National Digital Support Service

{
  "id": "033978-2024",
  "tag": [
    "planning"
  ],
  "date": "2024-10-21T15:00:46+01:00",
  "ocid": "ocds-h6vhtk-04afb7",
  "buyer": {
    "id": "GB-FTS-6365",
    "name": "Ministry of Justice"
  },
  "tender": {
    "id": "ocds-h6vhtk-04afb7",
    "lots": [
      {
        "id": "1",
        "status": "planned",
        "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.\nEvidence 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. \nThe 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. \nWe want to hear organisations who:\n•\thave experience supporting users with multiple needs\n•\tsupport Court and Tribunals service users\n•\thave knowledge in the digital inclusion sector\nEvent details\nHMCTS 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.\nThe 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.\nThe event structure will be as follows:\n•\tbackground of the Digital Support Service \n•\twhat we have learned about user needs\n•\tthe key challenges to consider going forward\n•\tquestions and feedback discussion\nSome of the key questions this session will be addressing include: \n1.\tWhat range of support do digitally excluded users need to enable them to access HMCTS services?\n2.\tWhat are the key enablers to deliver a service that provides digital assistance to HMCTS users?   \n3.\tDo you see any challenges or limitations to supporting users who struggle getting online in accessing HMCTS services? \nPlease note that the presentation slides will be shared with attendees after the meeting. For additional information, please contact us at the email provided. \nBackground info\n•\tThe 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. \n•\tThis 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. \n•\tThe 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. \n•\tFurther 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)\nIf you wish to attend the Early Market Engagement Event please register by 4th November 2024 via the Jaggaer E-procurement system:\nhttps://ministryofjusticecommercial.bravosolution.co.uk/web/login.html\nOnce in the portal look for \"PQQ_459\" and send a message to the Authority with the following details to attend the event;\n- Company Name\n- Contact Name(s) and Job Titles of those planning to attend.\n- Contact Email Address(es) of those planning to attend.\nPlease 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."
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ],
        "additionalClassifications": [
          {
            "id": "72253100",
            "scheme": "CPV",
            "description": "Helpdesk services"
          }
        ]
      }
    ],
    "title": "HMCTS National Digital Support Service",
    "value": {
      "amount": 6000000,
      "currency": "GBP"
    },
    "status": "planned",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "description": "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.\nEvidence 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.",
    "communication": {
      "futureNoticeDate": "2026-01-01T00:00:00Z"
    },
    "classification": {
      "id": "79140000",
      "scheme": "CPV",
      "description": "Legal advisory and information services"
    },
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-FTS-6365",
      "name": "Ministry of Justice",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "London",
        "postalCode": "SW1H 9AJ",
        "countryName": "United Kingdom",
        "streetAddress": "102 Petty France"
      },
      "details": {
        "url": "https://ministryofjusticecommercial.bravosolution.co.uk/web/login.html",
        "classifications": [
          {
            "id": "MINISTRY",
            "scheme": "TED_CA_TYPE",
            "description": "Ministry or any other national or federal authority, including their regional or local subdivisions"
          },
          {
            "id": "10",
            "scheme": "COFOG",
            "description": "Social protection"
          }
        ]
      },
      "identifier": {
        "legalName": "Ministry of Justice"
      },
      "contactPoint": {
        "email": "kathryn.farquhar@justice.gov.uk",
        "telephone": "+44 02033343555"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}