Notice Information
Notice Title
Service Quality Regime
Notice Description
The Client wants to improve the quality of presentation of their stations and trains and to monitor and improve levels of customer service from front-line colleagues and on our social media. To achieve this, we are introducing Service Quality Regimes (SQR). This would cover as a minimum: Station inspections Train inspections Customer Service mystery shopping Re-inspections for failures to confirm improvement
Lot Information
Lot 1 - Service Quality Management System
Software to manage service quality regime.
Options: Option to renew contract for a further 24months.
Renewal: Option to renew for a further 24months.
Lot 2 - Service Quality RegisterService quality electronic register to manage detailed list of facilities and services for each service quality area for every station and carriage type on trains.
Options: Option to renew for a further 24months.
Renewal: Option to renew for a further 24months.
Lot 3-Service Quality App/inspections softwareSoftware capable of recording performance against all of the elements of the Service Quality Register to allow both inspections and re-inspections of trains and stations to be carried out.
Options: Option to renew for a further 24months.
Renewal: Option to renew for a further 24months.
Lot 4 - Service Quality InspectionsServices to monitor the quality of delivery with an intensive programme of inspections across rail networks on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of customer experience.
Options: Option to renew for a further 24months.
Renewal: Option to renew for a further 24months.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-02b179
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/023932-2021
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
63 - Supporting and auxiliary transport services; travel agencies services
71 - Architectural, construction, engineering and inspection services
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48420000 - Facilities management software package and software package suite
48421000 - Facilities management software package
48610000 - Database systems
48781000 - System management software package
63711000 - Support services for railway transport
71631000 - Technical inspection services
72416000 - Application service providers
79342320 - Customer-care services
79993100 - Facilities management services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 27 Sep 20214 years ago
- Submission Deadline
- 18 Jun 2021Expired
- Future Notice Date
- Not specified
- Award Date
- 11 Aug 20214 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- SOUTH WESTERN RAILWAY
- Additional Buyers
- Contact Name
- Not specified
- Contact Email
- procurementandcontracts@swrailway.com
- Contact Phone
- Not specified
Buyer Location
- Locality
- LONDON
- Postcode
- N/A
- Post Town
- South East London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI4 Inner London - East
- Small Region (ITL 3)
- TLI44 Lewisham and Southwark
- Delivery Location
- TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
-
- Local Authority
- Southwark
- Electoral Ward
- Borough & Bankside
- Westminster Constituency
- Bermondsey and Old Southwark
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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