MoJ & HMPPS Enquiry Service

Description

The Authority is preparing to launch a retender for the provision of Ministry of Justice (MoJ) & HM Prison & Probation Service (HMPPS) public enquiry communication services. Please note, this notice does not constitute a call for competition, it is to inform the market of a future potential opportunity. Please do not respond to this notice. The details included in this notice remain subject to change as the Authority further develops the future strategy. The service currently comprises several enquiry lines, including the MoJ Public Enquiry Line, the HMPPS Public Enquiry Line, the HMPPS Prison Enquiry Centre, and the National Incident Management Unit (NIMU) incident line. These services handle enquiries from members of the public, families of prisoners and other stakeholders across the justice system. Enquiries may range from general information requests and case-related queries to sensitive matters such as prisoner welfare concerns or operational incident reporting. The future service will provide a secure, reliable and a primarily customer-focused telephony capability to manage these enquiries effectively. The provider will be expected to deliver trained call-handling staff, operate within defined service levels, and support the delivery of high-quality customer service across multiple enquiry lines. Services may include the use of technologies such as interactive voice response (IVR) and other tools to improve efficiency and user experience. Overall, the procurement aims to ensure MoJ and HMPPS continue to provide accessible and responsive enquiry services that support the effective operation of the justice system and maintain public confidence.