Provision of Contact Centre Services to the Legal Aid Agency
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Key information
Overview
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.
Procurement Act 2023
The LAA has updated this notice to reflect the following: Scope of Contract Length changed from 3 years + 1 year extension to a 4 year Contract
Market Engagement to be held on 15/04/2026 and will be open only for suppliers on Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) only.