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PROCUREMENT OPPORTUNITY

Provision of Contact Centre Services to the Legal Aid Agency

Legal Aid Agency · Preliminary market engagement notice on Find a Tender

Tender information last checkedLast checked 29 Sept 2026, 17:06.

Opportunity overview

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.

Classification

  • CPV79100000 — Legal services
  • CPV79342300 — Customer services
  • CPV79512000 — Call centre

Lots

  • Lot 1Value not stated

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
LAA - DSCC/CLAOS 2027
Main Procurement Category
services
Above Threshold
Yes
Status
planned

Legal basis

Id
2023/54
Scheme
UKPGA

Communication

Future Notice Date
29 Sept 2026, 23:59

Amendments

Entry 1
Description
The LAA has updated this notice to reflect the following: Scope of Contract Length changed from 3 years + 1 year extension to a 4 year Contract
Id
092002-2026

Lots and requirements

Entry 1
Id
1
Status
planned

Suitability

Sme
Yes
Vcse
Yes

Contract period

Starts
1 Nov 2027, 00:00
Ends
31 Oct 2031, 23:59

Items and delivery

Item 1
Id
1
Related Lot
1

Additional Classifications

Entry 1
Scheme
CPV
Id
79100000
Description
Legal services
Entry 2
Scheme
CPV
Id
79342300
Description
Customer services
Entry 3
Scheme
CPV
Id
79512000
Description
Call centre

Delivery locations

Entry 1
Region
UKC
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 3
Region
UKF
Country
GB
Country Name
United Kingdom
Entry 4
Region
UKG
Country
GB
Country Name
United Kingdom
Entry 5
Region
UKH
Country
GB
Country Name
United Kingdom
Entry 6
Region
UKJ
Country
GB
Country Name
United Kingdom
Entry 7
Region
UKK
Country
GB
Country Name
United Kingdom
Entry 8
Region
UKL
Country
GB
Country Name
United Kingdom

Planning and budget

Milestones

Entry 1
Id
engagement
Type
engagement
Description
Market Engagement to be held on 15/04/2026 and will be open only for suppliers on Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) only.
Date Met
28 Apr 2026, 00:00
Status
met

Documents

Entry 1
Id
092002-2026
Document Type
marketEngagementNotice
Notice Type
UK2
Description
Preliminary market engagement notice on Find a Tender
Published
29 Sept 2026, 15:41
Format
text/html

Buyer, suppliers and contacts

Organisation 1
Name
Legal Aid Agency
Id
GB-PPON-PNZC-2236-JJJZ

Identifier

Scheme
GB-PPON
Id
PNZC-2236-JJJZ

Address

Street Address
102 Petty France
Locality
London
Postal Code
SW1H 9AJ
Country
GB
Country Name
United Kingdom
Region
UKI32

Contact

Roles

buyer

Details

Classifications

Entry 1
Scheme
UK_CA_TYPE
Id
publicAuthorityCentralGovernment
Description
Public authority - central government

Recorded locations

  • Buyer location · London · UKI32 · SW1H 9AJ · United Kingdom
  • Delivery location · UKC · United Kingdom
  • Delivery location · UKD · United Kingdom
  • Delivery location · UKF · United Kingdom
  • Delivery location · UKG · United Kingdom
  • Delivery location · UKH · United Kingdom
  • Delivery location · UKJ · United Kingdom
  • Delivery location · UKK · United Kingdom
  • Delivery location · UKL · United Kingdom

Notice and amendment history

6 published notice versions reviewed by ProcuraAxis.

6 VERSIONS
  1. 025857-2026Pipeline notice on Find a Tender ·
  2. 025912-2026Pipeline notice on Find a Tender ·
  3. 028308-2026Preliminary market engagement notice on Find a Tender ·
  4. 066817-2026Preliminary market engagement notice on Find a Tender ·
  5. 067433-2026Preliminary market engagement notice on Find a Tender ·
  6. 092002-2026Preliminary market engagement notice on Find a Tender ·