Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
GREENSQUAREACCORD LIMITED
RS027052
Second Floor, 10 Brindley Place
Birmingham
B12JB
UK
E-mail: procurement@greensquareaccord.co.uk
NUTS: UKG31
Internet address(es)
Main address: https://greensquareaccord.co.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Scripting and Diagnostics
II.1.2) Main CPV code
72263000
II.1.3) Type of contract
Services
II.1.4) Short 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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
90 435.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKC
UKD
UKE
UKF
UKG
UKH
UKI
UKJ
UKK
II.2.4) Description of the procurement
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.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
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.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
04/08/2026
V.2.2) Information about tenders
Number of tenders received: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Omfax Systems Ltd
02163369
Dorset
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 90 435.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
GreenSquareAccord Limited
10 Brindley Place
Birmingham
B1 2JB
UK
VI.5) Date of dispatch of this notice
06/08/2026