Tender

Service Quality Regime (SQR): Inspection and Mystery Shopper Services

GOVIA THAMESLINK RAILWAY LTD

This public procurement record has 2 releases in its history.

TenderAmendment

11 Oct 2021 at 15:36

Tender Notice
Tender

24 Sep 2021 at 17:27

Tender Notice
Summary of the contracting process

The procurement process is being conducted by Govia Thameslink Railway Ltd for the "Service Quality Regime (SQR): Inspection and Mystery Shopper Services." This project falls under the auditing services category and is focused on enhancing service quality for the Department for Transport. The tender is currently active and runs until 25th October 2021, with a projected contract start date of 1st March 2022, continuing until 31st March 2025. The project is seeking partners to deliver both auditing and mystery shopping components across various locations, including the East of England, London, and the South East of England. The total value of the procurement is estimated to be £1,000,000, following a restricted procedure suitable for Small and Medium Enterprises (SMEs) and Voluntary, Community, and Social Enterprises (VCSEs).

This tender presents a lucrative opportunity for businesses specialising in auditing, mystery shopping, and quality assurance services. Companies that have experience working with public transport bodies or have solutions for monitoring service quality in real-time would be particularly well-suited to compete. The complexity of the requirements, including multiple inspections at varying times and locations, also indicates a need for firms capable of utilising advanced reporting and compliance technologies to meet the Department for Transport's specifications.

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Notice Information

Notice Title

Service Quality Regime (SQR): Inspection and Mystery Shopper Services

Notice Description

GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime. GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping. The requirement of the audit / inspection component of SQR: High level activities include (but are not limited to) the following: * Continuous station / train inspections at the required volume, timing and locations each train operating period (a period comprises 4 weeks*). Inspection of listed station and fleet assets to be in accordance with defined quality assessment requirements and targets. * Inspections to be carried out at varying locations and times of day. * Reinspection requirement where an asset failed on the original audit / inspection. * Logging of inspections via handheld/smart devices. * Compliance with local station and safety procedures. * Provision of real-time (or near real-time) reports to nominated recipients. * Reporting of findings across audits / inspection. Regular dialogue/communication with nominated GTR personnel The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following: * Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets. * The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance. * The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility. * Logging of inspections via handheld/smart devices. * Compliance with local station and safety procedures. * Provision of real-time (or near real-time) reports to nominated recipients. * Reporting of findings across mystery shops / inspection. * Regular dialogue/communication with nominated GTR personnel.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-35845058-221d-409a-af31-174a421730bc
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79212000 - Auditing services

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Oct 20214 years ago
Submission Deadline
25 Oct 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Mar 2022 - 31 Mar 2025 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
GOVIA THAMESLINK RAILWAY LTD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
EC3R 8AJ
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
TLI London, TLJ South East (England)
Local Authority
City of London
Electoral Ward
Bridge
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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