Published date: 16 April 2019

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 31 October 2018

Contract summary

Industry

  • Call centre - 79512000

Location of contract

North East, North West, Yorkshire and the Humber, East Midlands, West Midlands, East of England, London, South East, South West, Wales

Value of contract

£13,180,000

Procurement reference

LEGAL AID AGENCY CONTACT CENTRE SERVICES CONTRACT

Published date

16 April 2019

Closing date

31 October 2018

Contract start date

21 March 2019

Contract end date

31 October 2022

Contract type

Service contract

Procedure type

Restricted procedure (above threshold)

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Crown Commercial Services has set up a Framework for Contact Centre Services (ref RM3815) (the "Framework Agreement"). The Legal Aid Agency ("LAA") as the Customer has procured a further competition under Lot 2 of this Framework Agreement to obtain the Services detailed in Call Off Schedule 2 (Services) on the terms set out in the Framework Agreement and the Call Off Contract. The LAA Contact Centre Services 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.

One (1) contract has been awarded through this procurement process.

The Call Off Contract Period will end on 31 October 2022, subject to the rights of early termination and the LAA's right to extend the Call Off Contract for up to a further two years.

More information

Additional text

For clarity, if the contract runs to the maximum term of 5 years (i.e. Initial Term (3 years) plus the Extension Period (2 years), then the contract price for the overall term would be £21.245m.

Award information

Awarded date

17 January 2019

Contract start date

21 March 2019

Contract end date

31 October 2022

Total value of contract

£13,180,000

This contract was awarded to 1 supplier.

Hinduja Global Solutions UK Limited

Address

266-270 Gunnersbury Avenue, London, W4 5QB

Reference

None

Value of contract

£13,180,000

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Gemma Jordan

Address

102 Petty France
LONDON
SW1H9AJ
England

Telephone

07469579108

Email

Gemma.Jordan@legalaid.gsi.gov.uk