The Legal Aid Agency has signed a deal worth £5.7 million with Agilisys to provide a helpline for legal aid.
Agilisys will deliver the ‘Civil Legal Advice (CLA) Operator Service’, a triage service to determine whether individuals qualify for legal aid, on behalf of the agency.
Those who qualify for legal aid can access free and confidential advice in England and Wales in areas of law such as benefit appeals, debt, housing and discrimination issues.
The firm will start delivering services for the Legal Aid Agency, an executive agency of the Ministry of Justice, from September 2014.
The service will be available both digitally and over the phone and will be delivered from Agilisys’ office in Weston-Super-Mare, North Somerset.
The contract, which Agilisys won through its partner Freedom Communications, will run for three years with options to extend it up to a total of five years. Freedom Communications is on the Public Services Network (PSN) framework and describes itself as a unified communications systems integrator.
Legal Aid Agency CEO Matthew Coats said: “We look forward to working with Agilisys and Freedom Communications. Continuous service improvement is key, and one of our priorities is to ensure that members of the public have the option to access CLA in ways that meet their preferences, including through new digital channels.”
In the firm’s latest newsletter, TechMarketView analyst Georgina O’Toole said: “This contract sits firmly in Agilisys’ sweet spot: delivering customer services to citizens as well as designing and delivering digitally-enabled customer services.”
She continued: “To date Agilisys has predominantly earned its revenues from local government – 92% of its revenues in its last financial year. The last central government related contract it won was at the end of 2011, to run the Citizens Advice consumer helpline.
“This latest deal takes Agilisys further into central government and will give it a good reference as central government departments and agencies look for further ways to reduce their costs and adhere to the 'digital by default' agenda over the coming years.”