Provision of Contact Centre Services to the Legal Aid Agency

The Legal Aid Agency (“LAA”) is inviting Tenders from Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) for contracts to deliver the LAA Contact Centre Services which 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.

Category: services

• Procurement method: See the tender documents
• Briefing session: Not captured. Check the original notice before relying on this.
• Eligibility and evaluation: set out in the tender documents. Check mandatory returnables, registrations and scoring before you commit.

The tender pack is published with the original notice. Use “Download Tender Pack” to open it.

Published

29 Sept 2026

First seen by Atlas

29 Sept 2026

Briefing session

Not captured. Check the original notice before relying on this.

Submission deadline

Not stated

Estimated value

£24m

Contract type

See the tender documents

Category

services

Source

UK Find a Tender

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