LAA seeks contact centre services for DSCC and CLAOS.
The Legal Aid Agency (LAA) is seeking tenders from Lot 1 (Citizen Experience) of the Outsourced Services Framework (RM6295) for contracts to deliver its 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 clients' legal issues for scope and financial eligibility under legal aid, referring eligible clients to specialist advice or directing others to alternative help. Bidders must be on the RM6295 framework Lot 1. The contract covers services across England and Wales.