Agilisys signs contract to deliver Civil Legal Advice Operator Service


Agilisys has signed a contract, through their partner Freedom Communications, with the Legal Aid Agency to deliver Civil Legal Advice (CLA) Operator Service on its behalf.

Agilisys will deliver the CLA Operator Service digitally and over the phone in a contract worth approximately £5.7m over three years, with the option to extend for a further two.

The CLA Operator Service is a helpline funded by legal aid. The service provides a triage service to determine whether individuals qualify for legal aid. Those who qualify can access free and confidential legal advice in England and Wales in areas of law including: benefit appeals; debt, if your home is at risk; special educational needs; housing; and discrimination issues.

One of the key benefits Agilisys will bring to the delivery of this service is a high level of consistency, gained as a result of the company’s long history providing simple and effective solutions to complex, sensitive, customer service challenges. In addition, the Legal Aid Agency will benefit from Agilisys’ significant experience in designing and delivering digitally-enabled customer services for the public sector. Agilisys’ experience will support and inform the delivery of services through digital channels that the Legal Aid Agency is developing in line with the ‘Digital by Default’ agenda.

Agilisys will deliver the service from North Somerset, bringing a number of new jobs to its growing, modern, contact-centre facilities.

Legal Aid Agency CEO Matthew Coats commented: “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.”

Agilisys CEO Steven Beard added: “We are delighted to secure this contract with the Legal Aid Agency and look forward to delivering an excellent service to citizens which is essential to the fair, effective and efficient operation of the civil justice systems in the UK.

“This builds on Agilisys’ strong heritage in providing customer services to citizens across the UK, as well as our investment in expanding customer services team and capabilities.”

After an initial implementation period, Agilisys expects to be delivering services for the Legal Aid Agency, an executive agency of the Ministry of Justice, from September 2014 as part of a phased transition.

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