Planning

MoJ & HMPPS Enquiry Service

MINISTRY OF JUSTICE

This public procurement record has 2 releases in its history.

Planning

07 Apr 2026 at 14:23

UK2 - Preliminary Market Engagement Notice
Planning

17 Mar 2026 at 11:59

UK1 - Pipeline Notice
Summary of the contracting process

The Ministry of Justice (MoJ), a central government authority, is in the early stages of planning for a procurement process that involves the retendering of its public enquiry communication services in collaboration with the HM Prison & Probation Service (HMPPS). This initiative is categorised under the services industry and aims to enhance the management of public and stakeholder enquiries through various channels including the MoJ Public Enquiry Line and National Incident Management Unit incident line. Currently, a preliminary market engagement event is scheduled for 16th April 2026 at 10:00 am, targeting suppliers within the Crown Commercial Services Outsourced Services framework (RM6295). Although this notice is not a competitive tender, it informs potential bidders of a future business opportunity, with the official contract period expected to commence on 23rd November 2026, concluding on 24th November 2031.

This procurement opportunity could serve as a substantial growth avenue for businesses specialising in call centre operations and communication services, particularly those capable of delivering advanced telephony capabilities and customer-focused solutions. Companies with experience in managing large-scale enquiry systems and implementing technologies like interactive voice response (IVR) will find this project well-suited to their expertise. The selective procurement method under a framework agreement emphasises competitive engagement, potentially attracting high-quality service providers eager to contribute to the effective operation of justice system enquiry services and foster public trust.

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Notice Information

Notice Title

MoJ & HMPPS Enquiry Service

Notice Description

The Authority is preparing to launch a retender for the provision of Ministry of Justice (MoJ) & HM Prison & Probation Service (HMPPS) public enquiry communication services. Please note, this notice does not constitute a call for competition, it is to inform the market of a future potential opportunity. Please do not respond to this notice. The details included in this notice remain subject to change as the Authority further develops the future strategy. The service currently comprises several enquiry lines, including the MoJ Public Enquiry Line, the HMPPS Public Enquiry Line, the HMPPS Prison Enquiry Centre, and the National Incident Management Unit (NIMU) incident line. These services handle enquiries from members of the public, families of prisoners and other stakeholders across the justice system. Enquiries may range from general information requests and case-related queries to sensitive matters such as prisoner welfare concerns or operational incident reporting. The future service will provide a secure, reliable and a primarily customer-focused telephony capability to manage these enquiries effectively. The provider will be expected to deliver trained call-handling staff, operate within defined service levels, and support the delivery of high-quality customer service across multiple enquiry lines. Services may include the use of technologies such as interactive voice response (IVR) and other tools to improve efficiency and user experience. Overall, the procurement aims to ensure MoJ and HMPPS continue to provide accessible and responsive enquiry services that support the effective operation of the justice system and maintain public confidence.

Planning Information

The Authority is preparing to launch a Early Market Engagement event for the provision of Ministry of Justice (MoJ) & HM Prison & Probation Service (HMPPS) public enquiry communication services on 16th April 2026 at 10:00am. This event will be held for suppliers listed on the Crown Commercial Services (CCS) Outsourced Services framework (RM6295). The preliminary market engagement is issued solely for the purpose of conducting pre-procurement market testing and engagement. Interested parties will not be prejudiced or advantaged by any response or lack thereof to the preliminary market engagement. During the event itself, we will share with Suppliers our customers' journey, process maps, current pressure points, and our high-level. We are particularly interested in potential innovative solutions to how the current Public Enquiry Service could be improved to allow the service to become more efficient, and potentially allow customers alternative contact routes to what is currently in place. The information provided by Supplies during this event will feed into our business case and supporting documents to guide the authority on any potential future procurement. After the event, we will offer Suppliers the opportunity to schedule 1-to-1 meetings which will provide an opportunity for clarification questions and to discuss topics in further detail. The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-066c10
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/031566-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Award under framework
Tender Suitability
Not specified
Awardee Scale
Not specified

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
£15,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
7 Apr 20264 days ago
Submission Deadline
Not specified
Future Notice Date
30 Apr 20263 weeks to go
Award Date
Not specified
Contract Period
23 Nov 2026 - 24 Nov 2031 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
MINISTRY OF JUSTICE
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
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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