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BidSonar is an independent index of public-sector opportunities. We aggregate data from official sources and are not affiliated with any procurement body. Data is licensed under the Open Government Licence v3.0 and the EU TED reuse notice.

    ContractsCustomer Service Scripting and Diagnostics Platform
    Awarded contract

    Customer Service Scripting and Diagnostics Platform

    Awarded
    £90.4k
    Published 6 Aug 2026

    GSA seeks a customer service platform featuring guided workflows, diagnostics tools, and housing system integration to improve contact centre efficiency and first contact resolution.

    🇬🇧United Kingdom· West MidlandsPublished 6 Aug 2026· 1 months agoviaFind a Tender
    Awarded
    £90.4k
    Published 6 Aug 2026

    Decision brief

    4 fields
    • Contract value
      £90,435
      Pounds sterling
    • Closing date
      Rolling
      No closing date published
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom
      West Midlands

    Suppliers

    1 supplier
    • OS
      OMFAX SYSTEMS LIMITED
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 1 months ago.

    6 August 2026
    Awarded — no open tender advertised

    Brief

    GSA is seeking implementation of a customer service scripting and diagnostics platform to enhance contact centre operations. The solution must provide guided workflows to support staff, ensure consistent decision-making across interactions, and improve first contact resolution rates. Key objectives include: establishing a single source of truth for all customer interactions, streamlining repair and service request processes, reducing customer complaints and escalations, and providing operational visibility through enhanced data capture and automated reporting. The platform must integrate seamlessly with GSA's existing housing management systems and support data-driven improvements to service delivery. Suppliers should have experience implementing contact centre solutions in the housing or public sector with proven capability to integrate with legacy systems.

    Track record

    9 awards · 8 winners
    Open field

    No single supplier dominates the field.

    In it software, GREENSQUAREACCORD has awarded 9 contracts to 8 suppliers.

    Who wins here
    1. MRI Software Ltd2× · 22%
    2. MARLBOROUGH CONSULTING LLP1× · 11%
    3. OMFAX SYSTEMS LIMITED1× · 11%
    4. SOFTCAT PLC1× · 11%
    5. Cogniscion Ltd1× · 11%
    6. Culture Amp1× · 11%

    +2 more suppliers

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, INSIGHT DIRECT UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06dd2c
    GR
    Buyer
    GREENSQUAREACCORD
    Sector
    IT & Software