Provision of Contact Centre Services to the Legal Aid Agency
key details
| Value | £24,400,000 (£29,280,000 inc. VAT) |
|---|---|
| Status | planned |
| Category (CPV) | 79100000 +2 more |
| Region | North East, North West, East Midlands, West Midlands, East of England, South East, South West, Wales |
| SME suitable | Yes |
| OCID | ocds-h6vhtk-0524f0 |
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.
notice history
11 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 23 May 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 027085-2025 |
| 25 Jun 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 035148-2025 |
| 26 Jun 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 035306-2025 |
| 14 Oct 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 065301-2025 |
| 15 Oct 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 065579-2025 |
| 7 Nov 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 072180-2025 |
| 20 Mar 2026 | Pipeline notice (UK1) | Procurement Act 2023 | 025857-2026 |
| 20 Mar 2026 | Pipeline notice (UK1) | Procurement Act 2023 | 025912-2026 |
| 27 Mar 2026 | Preliminary market engagement (UK2) | Procurement Act 2023 | 028308-2026 |
| 15 Jul 2026 | Preliminary market engagement (UK2) | Procurement Act 2023 | 066817-2026 |
| 16 Jul 2026 | Preliminary market engagement (UK2) | Procurement Act 2023 | 067433-2026 |
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source
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