Provision of Contact Centre Services to the Legal Aid Agency
Details
- Buyer
- Legal Aid Agency
- Value
- £24,400,000
- Topic
- Legal services
- Published
- 23 May 2025
- Submission
- 28 April 2026
- Source
- uk:find_a_tender
Tender description
The Legal Aid Agency (“LAA”) is inviting Tenders from Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) for contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). The DSCC service manages the logging, identification and deployment of defence solicitors to provide free legal advice to clients detained in police custody in England and Wales. The CLAOS is a call centre service that assesses whether a client's legal issue is in scope of legal aid and whether they are financially eligible. If they are eligible, it refers the client to specialist advice provided through legal aid or, if not, directs clients to alternative sources of help and assistance.
Timeline
- Completed: Pre-tender published23 May 2025Current notice
About the buyer
Legal Aid Agency is an executive agency of the Ministry of Justice that administers the legal aid scheme in England and Wales. Legal Aid Agency runs procurement for publicly funded specialist legal advice in crime and certain civil categories. The fortnightly Legal Aid Bulletin covers tender invitations and contract notices.
A procurement pipeline lists planned activity over the next 3 years.
Over the past 5 years, most of Legal Aid Agency's contract awards have been in business services.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@legal-aid-agency.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@legal-aid-agency.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@legal-aid-agency.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@legal-aid-agency.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@legal-aid-agency.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@legal-aid-agency.gov |
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