{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-06dd2c-2026-08-06T09:46:28+01:00",
    "date": "2026-08-06T09:46:28+01:00",
    "ocid": "ocds-h6vhtk-06dd2c",
    "initiationType": "tender",
    "tender": {
        "id": "ocds-h6vhtk-06dd2c",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "Contact Centre Scripting and Diagnostics",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "72263000",
            "description": "Software implementation services"
        },
        "mainProcurementCategory": "services",
        "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.",
        "lots": [
            {
                "id": "1",
                "description": "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.",
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "price"
                        }
                    ]
                },
                "hasOptions": false,
                "status": "cancelled"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "UKC"
                    },
                    {
                        "region": "UKD"
                    },
                    {
                        "region": "UKE"
                    },
                    {
                        "region": "UKF"
                    },
                    {
                        "region": "UKG"
                    },
                    {
                        "region": "UKH"
                    },
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    },
                    {
                        "region": "UKK"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
        "procurementMethodRationaleClassifications": [
            {
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "id": "D_OUTSIDE_SCOPE",
                "description": "The procurement falls outside the scope of application of the directive"
            }
        ],
        "procurementMethodRationale": "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."
    },
    "awards": [
        {
            "id": "074499-2026-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-02163369",
                    "name": "Omfax Systems Ltd"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-COH-RS027052",
            "name": "GREENSQUAREACCORD LIMITED",
            "identifier": {
                "legalName": "GREENSQUAREACCORD LIMITED",
                "id": "RS027052",
                "scheme": "GB-COH"
            },
            "address": {
                "streetAddress": "Second Floor, 10 Brindley Place",
                "locality": "Birmingham",
                "region": "UKG31",
                "postalCode": "B12JB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "email": "procurement@greensquareaccord.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://greensquareaccord.co.uk",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "BODY_PUBLIC",
                        "description": "Body governed by public law"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "06",
                        "description": "Housing and community amenities"
                    }
                ]
            }
        },
        {
            "id": "GB-COH-02163369",
            "name": "Omfax Systems Ltd",
            "identifier": {
                "legalName": "Omfax Systems Ltd",
                "id": "02163369",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "Dorset",
                "region": "UK",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "sme"
            }
        },
        {
            "id": "GB-FTS-185418",
            "name": "GreenSquareAccord Limited",
            "identifier": {
                "legalName": "GreenSquareAccord Limited"
            },
            "address": {
                "streetAddress": "10 Brindley Place",
                "locality": "Birmingham",
                "postalCode": "B1 2JB",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-COH-RS027052",
        "name": "GREENSQUAREACCORD LIMITED"
    },
    "contracts": [
        {
            "id": "074499-2026-1",
            "awardID": "074499-2026-1",
            "status": "active",
            "value": {
                "amount": 90435,
                "currency": "GBP"
            },
            "dateSigned": "2026-08-04T00:00:00+01:00"
        }
    ],
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "relatedLot": "1",
                "value": 1
            }
        ]
    },
    "language": "en"
}