Award

LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT

LEGAL AID AGENCY

This public procurement record has 1 release in its history.

Award

16 Apr 2019 at 16:24

Award Notice
Summary of the contracting process

The Legal Aid Agency has awarded the "Legal Aid Agency Contact Centre Services Contract" as part of a selective procurement process under the Crown Commercial Services Framework for Contact Centre Services (ref RM3815). The contract will provide essential contact centre services, including the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). The contract, valued at £13.18 million, commenced on 21 March 2019 and is set to end on 31 October 2022, with options for early termination or a two-year extension. The services will be provided across multiple regions in the United Kingdom, including London, Wales, and the North West.

This opportunity represents a significant avenue for business growth, particularly for companies specialising in call centre services or legal aid support. Businesses with expertise in managing high-volume customer interactions, legal assessments, and service deployment in emergency settings would be particularly well-placed to compete. The scope of the contract suggests potential for innovative service delivery models that enhance client support and legal accessibility across England and Wales.

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Notice Information

Notice Title

LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT

Notice Description

Crown Commercial Services has set up a Framework for Contact Centre Services (ref RM3815) (the "Framework Agreement"). The Legal Aid Agency ("LAA") as the Customer has procured a further competition under Lot 2 of this Framework Agreement to obtain the Services detailed in Call Off Schedule 2 (Services) on the terms set out in the Framework Agreement and the Call Off Contract. The LAA Contact Centre Services 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. One (1) contract has been awarded through this procurement process. The Call Off Contract Period will end on 31 October 2022, subject to the rights of early termination and the LAA's right to extend the Call Off Contract for up to a further two years. Additional information: For clarity, if the contract runs to the maximum term of 5 years (i.e. Initial Term (3 years) plus the Extension Period (2 years), then the contract price for the overall term would be PS21.245m.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9773f441-1b97-4e67-95dd-a43ff5b5ec62
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£13,180,000 £10M-£100M
Lots Value
Not specified
Awards Value
£13,180,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
16 Apr 20196 years ago
Submission Deadline
31 Oct 2018Expired
Future Notice Date
Not specified
Award Date
17 Jan 20197 years ago
Contract Period
21 Mar 2019 - 31 Oct 2022 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LEGAL AID AGENCY
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1H 9AJ
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

HINDUJA GLOBAL SOLUTIONS

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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