Immigration Telephone Advice Services Contract 2021
Draft contract documents for the Immigration Telephone Advice Services Contract from 1 June 2021.
Applies to England and Wales
Documents
Details
These draft contract documents cover remote advice under the Immigration Telephone Advice Services from 1 June 2021.
The draft contract consists of the following elements:
- Contract for signature
- Standard terms
Annexes
- Annex 1 – Specification
- Annex 2 – Payment Annex
- Annex 3 – KPI Annex
- Annex 4 – IT Requirements
- Annex 5 – Complaints
- Annex 6 – Implementation Plan
- Annex 7 – Reporting Requirements
- Annex 8 – Resourcing Plan
Contract for signature
The contract for signature is the document which gives effect to the contract as a whole. The sample contract for signature has been published for illustration purposes only as contents such as any special conditions vary between providers.
Standard terms
The standard terms govern the commercial relationship between Legal Aid Agency (LAA) and the provider.
Specification
The specification sets out the rules governing the provision of Immigration Telephone Advice contract work.
Key performance indicators (KPIs)
The KPI annex sets out performance measures we expect providers to meet and explains the consequences of breaching these requirements.
IT requirements
The IT requirements annex sets out the IT systems and other related processes the provider must have in place.
Complaints
The complaints annex sets out the complaints process the provider must have in place.
Implementation plan
The implementation plan annex sets out the bespoke arrangements providers will follow to implement the service by the service commencement date.
Reporting requirements
The reporting requirements annex sets out the information that providers must record and report to the LAA.
Resourcing plan
The resourcing plan annex sets out the staffing arrangements providers have submitted to resource the Immigration Telephone Advice service.