Official UK procurement notice
Contact Centre Omni Channel Telephony
Authority: Greensquareaccord (Central government)
What is being bought
Published requirement descriptionGSA requires a scalable, omni-channel contact centre telephony platform that supports inbound and outbound voice services, alongside email and SMS communication. It will also incorporate workforce management capabilities to enable effective forecasting, scheduling, and performance management of customer service agents.
The solution will provide a reliable and efficient contact handling environment, enabling customer service agents to manage interactions across multiple channels and teams, delivering end-to-end customer contact management.
The platform will be designed with scalability in mind, allowing for future expansion into a fully omni-channel solution. This will incorporate AI-driven capabilities, automation, and chatbot functionality to improve customer experience and operational efficiency. It will also support seamless movement of customers between digital and voice channels while retaining context and customer history, reducing the need for customers to repeat information.
Additional capabilities based on the following phased approach, will include implementations that will promote and support, channel shift, social media integration, out-of-hours functionality, self-service via a customer portal, WhatsApp integration, and connectivity to GSA core platforms as required.
CPV: Call centre · Telephone operator services · Telephone switchboards
The lotProcurement structure
single lot · no lot value publishedPipeline intelligence · planning stage: how this market runs before the tender is published
How Greensquareaccord buys Telephone-answering services (CPV 7951), and who usually turns up
Greensquareaccord’s published record next to the market for the same work. Frameworks and DPS are left out: they draw different bid counts. Whole-market view: Telephone-answering services (CPV 7951) →
How the contest usually goes
Winner shares use published awards; bid and price charts use contested lots.
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How often small and medium firms win.
Share of awards where the winner’s size is known.
The counts under this question show how many awards have a known supplier size.
No small-firm winners recorded among this authority’s published awards in this sample.
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How often local firms win similar work.
Winners with a registered address in the delivery region, out of awards with a known address.
Local means the winner is registered in the region where that award was delivered. The market figure counts awards delivered in West Midlands (authority’s region).
A local branch does not count if the registered address is elsewhere.
Most of this buyer’s recorded winners were registered in the region where that award was delivered.
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How long buyers here take to decide after bids close.
Middle value in days from the bid deadline to the award date, on competitions that published both.
Only decided tenders count, so slow ones still waiting are not in.
Half of these awards have an award date within 42 days of the bid deadline.
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How often work is awarded with no recorded rival.
Direct awards and tenders where every published lot count shows one bid.
The market share is a minimum: some awards have no bid count.
Thin markets produce this too; it is not proof of a tailored specification.
Direct awards or one recorded bid are common here. Check the route before spending time on a bid.
How many bids did past lots attract?
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How many bids past lots received.
Each colour is a bid-count range. Only competed lots with a published count are included.
Past bids do not predict this tender.
1 bid41% / 20%
2–322% / 24%
4–615% / 12%
7+22% / 44%
How did awards compare with estimates?
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Where winning prices landed against estimates.
Each colour shows awards below, close to or above the published estimate, one lot at a time.
Past prices are a guide, not a bid price.
Below estimate55% / 39%
Within ±2%9% / 48%
Above estimate36% / 13%
Assess each lot i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
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What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
Open a lot for its forecast, this buyer’s previous supplier and possible competitors, from published award history, not a bid list
Lot #1CPV 3254Published estimate£542k
This lot is listed as CPV 3254. The table above uses the notice category.
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How many bids this lot may attract.
The forecast uses similar past competitions. The bar shows either that forecast or past bid counts; the line below says which.
Each lot shows its own forecast based on its own category; forecasts for different lots of the same notice are not comparative. The bar shows 13 past lots.
A forecast, not a list of bidders.
1 bid8%
2–331%
4–646%
7+15%
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Where the award price may land.
The forecast uses similar awards and the buyer’s estimate. The band covers the middle half of likely prices.
No comparable awards for this lot yet.
A statistical guide from past awards, not a price to bid.
Who has supplied this buyer on similar work? i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
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Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
No earlier contract of this buyer matches this lot on the published record.
Who could compete for this lot? i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
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Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
Candidate suppliers for this notice have not been worked out yet, so this is not a verdict that nobody fits.
About this data
- Source. Official UK public procurement notices (Find a Tender), reused under the Open Government Licence v3.0. New notices arrive through the day; the figures are rebuilt nightly.
- Two views, kept apart. The authority’s own track record and the wider market for the same kind of work sit side by side and are never mixed. Where the local picture is too thin, a figure widens to a broader market and says which one it used.
- Forecasts are labelled. The price forecast and its range, possible competitors and the earlier-work matches are our estimates from past awards: not published facts, not win chances and not price advice. Official notices do not say who is bidding.
- Every figure shows what it rests on. Not every notice publishes a bid count, a value or a delivery region, so each figure carries the number of records behind it, and one built on few records is marked as such. The on a figure explains it; the counting rules are in the methodology. Spotted something wrong? Tell us.
Procedure terms & legal framework
From the official record- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Planned procurement
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 16 Jul 2026, 13:10 BST
- Last source update
- 16 Jul 2026, 13:10 BST
- Authority reference
TENDER/00000537- FTS notice number
2026/S 000-067251- Latest notice
- Preliminary market engagement notice (UK2)
- Classification (CPV)
- Delivery area
- Not published
- Official registry OCID
ocds-h6vhtk-06cce6Find a Tender
How it was run
Official notice- Submission deadline
- —
Timeline
16 Jul 2026 → 23 Dec 2026 · 4 dates- Planning notice published104 days ago16 Jul 2026, 13:10 BST
- Market engagement89 days ago30 Jul 2026, 23:59 BST
Suppliers wishing to express an interest in participating will be asked to submit an Expression of Interest (EOI) within 10 days of the notice being issued. EOIs should be submitted to [email protected] (Deadline to request: 30/07/2026)
Following receipt of an EOI, interested suppliers will be issued with:
- A market engagement Requirement
- A market engagement questionnaire
Suppliers will be given a 10 day response period to complete and return the questionnaire. (Deadline: 13/08/2026)
- Tender notice expected33 days ago24 Sept 2026, 23:59 BST
- Today28 Oct 2026
- Contract startsin 55 days23 Dec 2026
Notice history
1 event · 1 release on Find a Tender- Preliminary market engagement notice published16 Jul 2026, 13:10 BSTUK2
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications (1)
Official links; attachments are not copiedNotices published for this procedure
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender