Contact centre services for legal aid eligibility and defence solicitor deployment.
The Legal Aid Agency (LAA) is seeking tenders from Lot 1 (Citizen Experience) of the Outsourced Services Framework (RM6295) to deliver contact centre services comprising the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). The DSCC handles logging, identification, and deployment of defence solicitors for free legal advice to clients in police custody in England and Wales. The CLAOS assesses legal aid eligibility and refers clients to specialist advice or alternative sources. The contract is for the LAA, a UK government agency. Bidders must be on the RM6295 framework Lot 1. The scale is implied to be significant, covering national operations.