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Contact Centre Scripting and Diagnostics

GREENSQUAREACCORD LIMITED

This public procurement record has 1 release in its history.

Award

06 Aug 2026 at 09:46

Award Notice
Summary of the contracting process

GreenSquareAccord Limited procured a customer service scripting and diagnostics platform for its contact centre operations. The service is intended to provide guided workflows, consistent decision making and improved first-contact resolution for repairs and service requests. It will create a single source of truth for customer interactions, streamline processes, reduce complaints and escalations, and improve operational insight through better data capture, automation, reporting and integration with existing housing management systems. The requirement covers four software modules supporting a housing stock of approximately 25,000 properties. Implementation includes configuration and setup, project management, user training and deployment support. Delivery covers GreenSquareAccord’s housing operations across England, including the North East, North West, Yorkshire and the Humber, East and West Midlands, East of England, London, South East and South West.

The procurement is complete and the contract was awarded to Omfax Systems Ltd, an SME. The award was made on 4 August 2026 and the contract was signed on 4 August 2026 for £90,435. The buyer used a limited procedure without a prior call for competition, making a direct award through the Crown Commercial Service G-Cloud 14 framework, Lot 2 for cloud software. GreenSquareAccord assessed available framework suppliers and selected Omfax’s service as the most economically advantageous solution. Evaluation was based on price. The single lot is recorded as cancelled, although the associated award is active and a contract has been signed. One bid was recorded. The procurement concerns software implementation services.

This award indicates demand from a large housing provider for specialist contact-centre technology that supports repairs, service requests and housing-related customer interactions. A credible competitor for a future requirement would need to supply or implement a configurable scripting and diagnostics platform, with guided workflows that promote consistent decisions and higher first-contact resolution. Relevant capability includes integrating with housing management systems, automating routine processes, capturing reliable operational data, and providing reporting and management insight. Suppliers should also be able to manage configuration, deployment and user adoption, including project management, training and rollout support. Experience of contact-centre transformation in social housing or comparable customer-service environments would help demonstrate understanding of repairs workflows, complaint reduction and escalation management. The incumbent supplier is an SME operating from Dorset.

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Notice Information

Notice Title

Contact Centre Scripting and Diagnostics

Notice Description

GSA require implementation of a customer service scripting and diagnostics platform to provide guided workflows, consistent decision making, and improved first contact resolution. The solution will create a single source of truth for customer interactions, streamline repairs and service requests, reduce complaints and escalations, and enhance operational insight through improved data capture, automation, reporting, and integration with GSA's existing housing management systems.

Lot Information

Lot 1

This service will deliver a structured scripting and diagnostics platform designed to transform contact centre operations from a reactive call-handling model into a proactive, resolution-focused service. The solution will support improved first-contact resolution, consistent customer interactions, streamlined workflows, and enhanced operational insight. The contract will provide access to four modules, based on a housing stock of approximately 25,000 properties. Year 1 will include implementation activities comprising system configuration and setup, project management, user training, and deployment support to ensure a successful rollout and adoption of the platform.

Procurement Information

The contract was awarded through the Crown Commercial Service (CCS) G-Cloud 14 (Lot 2- Cloud Software) Framework Agreement following a direct award process in accordance with the framework terms and the Public Contracts Regulations 2015. GSA undertook an assessment of available suppliers and services on the G-Cloud 14 Digital Marketplace and determined that Omfax System Ltd's services best met GSA's requirements and represented the most economically advantageous solution.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06dd2c
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/074499-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72263000 - Software implementation services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£90,435 Under £100K

Notice Dates

Publication Date
6 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
4 Aug 20263 weeks ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
GREENSQUAREACCORD LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B1 2JB
Postcode Area
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

Omfax Systems Ltd

Further Information

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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