Contact Centre Scripting and Diagnostics

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