---
title: "LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT"
ocid: "ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LEGAL AID AGENCY"
published: "2019-04-16"
---

# LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT

Buyer: LEGAL AID AGENCY  
Current stage: Award  
OCID: ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40

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## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9773f441-1b97-4e67-95dd-a43ff5b5ec62 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Apr 2019 |
| Submission deadline | 31 Oct 2018 |
| Future notice date | Not specified |
| Award date | 17 Jan 2019 |
| Contract period | 21 Mar 2019 - 31 Oct 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £13,180,000 |
| Lots value | Not specified |
| Awards value | £13,180,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LEGAL AID AGENCY |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9AJ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HINDUJA GLOBAL SOLUTIONS |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 16 Apr 2019 at 16:24 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9773f441-1b97-4e67-95dd-a43ff5b5ec62

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/9773f441-1b97-4e67-95dd-a43ff5b5ec62
  16th April 2019 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-721e4c0b-de5f-41c6-ab0d-5b628b75ee40.json.