Official UK procurement notice
Contact Centre Scripting and Diagnostics
Authority: Greensquareaccord (Central government)
What is being bought
Published requirement descriptionGSA 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.
CPV: Software implementation services
The lotProcurement structure
single lot · no lot value publishedLot #1This service will deliver a structured scripting and diagnostics platform designed to…Awarded
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.
Procedure terms & legal framework
From the official record- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 6 Aug 2026, 09:46 BST
- Last source update
- 6 Aug 2026, 09:46 BST
- FTS notice number
2026/S 000-074499- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-06dd2cFind a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
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.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| OMFAX SYSTEMS LIMITEDSME | £90,435 † | — | Awarded |
Contracts
Contract 074499-2026-1 · OMFAX SYSTEMS LIMITEDSME
- Signed
- 4 Aug 2026
- Value
- £90,435
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 1bids | — | — | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Omfax Systems LtdAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.