---
title: "Contact Centre Scripting and Diagnostics"
ocid: "ocds-h6vhtk-06dd2c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06dd2c"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06dd2c.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06dd2c.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "GREENSQUAREACCORD LIMITED"
published: "2026-08-06"
---

# Contact Centre Scripting and Diagnostics

Buyer: GREENSQUAREACCORD LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-06dd2c

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## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/074499-2026 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 4 Aug 2026 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £90,435 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | GREENSQUAREACCORD LIMITED |
| Locality | BIRMINGHAM |
| Postcode area | Birmingham |
| Postcode | B1 2JB |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| 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) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Omfax Systems Ltd |

## CPV Codes

### Divisions

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

### Codes

- 72263000 - Software implementation services

## Release History

- 6 Aug 2026 at 09:46 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/074499-2026

## Notice URLs

- https://greensquareaccord.co.uk

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06dd2c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06dd2c.json.