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planned
Official procurement procedure

Provision of Contact Centre Services to the Legal Aid Agency

Call centre
Customer services
Legal services
North East (UKC)
North West (UKD)
East Midlands (UKF)
West Midlands (UKG)
Published value
£24,400,000
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: Legal Aid Agency: "Provision of Contact Centre Services to the Legal Aid Agency". Published status: planned. Published value: £24,400,000. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityLegal Aid AgencyScope & CategoriesNot publishedSubmission Window
planned
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)£24,400,000
Bidder Intelligence · Authority Profile: Legal Aid Agency
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for Legal Aid Agency. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
3Bids / Report
0% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 0 active published awards; 2 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityLegal Aid Agency
Procedure methodNot published
Procurement categoryNot published
Statusplanned
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published16 Jul 2026, 16:47 BST
Last source update16 Jul 2026, 16:47 BST
Recurring procurementNot published
ClassificationCall centre, Customer services, Legal services
Delivery area
North East (UKC)
North West (UKD)
East Midlands (UKF)
West Midlands (UKG)
OCIDocds-h6vhtk-0524f0
What is being bought
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.
What changed
From the official release history
  1. Official notice release published
    16 Jul 2026, 16:47 BST
  2. Official notice release published
    15 Jul 2026, 14:36 BST
  3. Official notice release published
    27 Mar 2026, 09:54 GMT
  4. Official notice release published
    20 Mar 2026, 15:40 GMT
  5. Published value updated to £24,400,000
    20 Mar 2026, 14:55 GMT
  6. Official notice release published
    20 Mar 2026, 14:55 GMT
  7. Official notice release published
    7 Nov 2025, 16:26 GMT
  8. Official notice release published
    15 Oct 2025, 13:15 BST
  9. Published value updated to £20,000,000
    14 Oct 2025, 16:00 BST
  10. Official notice release published
    14 Oct 2025, 16:00 BST
  11. Official notice release published
    26 Jun 2025, 10:35 BST
  12. Official notice release published
    25 Jun 2025, 15:25 BST
  13. Published value updated to £17,572,000
    23 May 2025, 17:37 BST
  14. Status changed to planned
    23 May 2025, 17:37 BST
  15. Official notice release published
    23 May 2025, 17:37 BST
  16. Buyer information updated
    23 May 2025, 17:37 BST
  17. Published tender amendment
    Not published
    The LAA has updated this notice to reflect the following: Publication of tender notice has been amended to17 September 2026 This notice has been amended accordingly.
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    planned
    Published valueNot published
    The source published no individual title or description for this lot.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Pipeline notice
    16 Jul 2026, 16:47 BST
  2. Procedure published
    16 Jul 2026, 16:47 BST
  3. engagement
    28 Apr 2026, 23:59 BST · scheduled
    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.
Commercial outcome and competition
AwardsNo award published
ContractsNo contract published
Bid statisticsNo aggregate bid statistics published
Buyer and organisations in this procedure

Legal Aid Agency

Contracting authority GB-PPON-PNZC-2236-JJJZ
View buyer profile
Documents (1)
Official links; attachments are not copied
Related procedures (0)
No data
No related procedures published
Planning and rationale
Planning budgetNot published
No-engagement rationaleNot published
Procedure rationaleNot published