Planning

MoJ & HMPPS Enquiry Service

MINISTRY OF JUSTICE

This public procurement record has 1 release in its history.

Planning

17 Mar 2026 at 11:59

UK1 - Pipeline Notice
Summary of the contracting process

The Ministry of Justice is preparing for a procurement process titled "MoJ & HMPPS Enquiry Service," focusing on public enquiry communication services for the Ministry of Justice and HM Prison & Probation Service. This planned procurement, under the planning stage as of 17th March 2026, is categorised in the services industry, specifically as a call centre with the CPV code 79512000. It is set to cover the United Kingdom with operations commencing from 23rd November 2026 to 24th November 2031. The procurement method employed is selective, aligned with an award under a framework, indicating a competitive environment aimed at securing a reliable telephony capability for managing public enquiries. The framework aims to ensure a robust and effective service to maintain confidence in the justice system with a financial valuation set between £15,000,000 and £18,000,000.

This tender presents significant opportunities for businesses specialising in customer service operations, particularly those with experience in call centre management and telephony solutions. Key growth avenues include providing trained call-handling staff and innovative technologies like interactive voice response systems. Companies adept in delivering high-quality customer service across multiple channels and maintaining strict service levels will find this project aligns with their expertise. Businesses capable of supporting sensitive public enquiries within the justice context, while ensuring operational efficiency and security, are well-positioned to benefit from the opportunities presented by the Ministry of Justice's procurement needs.

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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 pre-market engagement or 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.

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/023983-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK1 - Pipeline 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
17 Mar 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
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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