Provision of Contact Centre Services to the Legal Aid Agency

Location

United Kingdom:

Description

The Legal Aid Agency (“LAA”) is inviting Tenders 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.

CPV Codes

• 79100000 - Legal services
• 79342300 - Customer services
• 79512000 - Call centre

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** The LAA has updated this notice to reflect a change in contract length from 3 years to 3 years plus an additional year. The contract end date is now 30 September 2031 (previously 30 September 2030), and the total value has increased from £18.3 million to £24 million (both including VAT). This notice has been revised accordingly.