MoJ & HMPPS Enquiry Service

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.

Contract location: UK
Engagement process description
The Authority is preparing to launch a Early Market Engagement event for the provision of Ministry of Justice (MoJ) & HM Prison & Probation Service (HMPPS) public enquiry communication services on 16th April 2026 at 10:00am.
This event will be held for suppliers listed on the Crown Commercial Services (CCS) Outsourced Services framework (RM6295).
The preliminary market engagement is issued solely for the purpose of conducting pre-procurement market testing and engagement.
Interested parties will not be prejudiced or advantaged by any response or lack thereof to the preliminary market engagement.
During the event itself, we will share with Suppliers our customers' journey, process maps, current pressure points, and our high-level. We are particularly interested in potential innovative solutions to how the current Public Enquiry Service could be improved to allow the service to become more efficient, and potentially allow customers alternative contact routes to what is currently in place.
The information provided by Supplies during this event will feed into our business case and supporting documents to guide the authority on any potential future procurement.
After the event, we will offer Suppliers the opportunity to schedule 1-to-1 meetings which will provide an opportunity for clarification questions and to discuss topics in further detail.
The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process.
The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.

Lot: 1

Languages in which tenders or requests to participate may be submitted: En