Contact Centre Scripting and Diagnostics
Details
- Buyer
- GreenSquareAccord
- Supplier(s)
- Omfax Systems Limited
- Value
- £90,435
- Topic
- Software implementation services
- Published
- 6 August 2026
- Source
- uk:find_a_tender
Tender 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. 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.
Timeline
- Completed: Award date4 August 2026
- Completed: Award published6 August 2026Current notice
About the buyer
GreenSquareAccord is a housing association formed in 2021 from the merger of two regional housing groups, and buys through its own dedicated procurement team. The organisation provides affordable homes and support services to 54,000 people across four localities in the Midlands and South West. Suppliers register free on its eTendering portal to view and bid for contracts. Opportunities also appear on Contracts Finder for wider visibility across the public sector. New procurement procedures took effect in February 2025, following the introduction of the Procurement Act 2023. Both national providers and local small businesses and individual contractors win contracts here.
£434bn was the total UK public sector procurement spend in FY 2025/26.
Over the past 5 years, most of GreenSquareAccord's contract awards have been in construction work, IT services and software and information systems.
Relevant CPV codes
- 72263000 · Software implementation services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@greensquareaccord.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@greensquareaccord.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@greensquareaccord.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@greensquareaccord.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@greensquareaccord.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@greensquareaccord.gov |
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