LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT

Tender 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 £21.245m.