Tender

Provision of Service Quality (Auditing) Regime - (SQR)

WEST MIDLANDS TRAINS LIMITED

This public procurement record has 1 release in its history.

Tender

09 Jun 2023 at 15:19

Tender Notice
Summary of the contracting process

West Midlands Trains (WMT) is seeking suppliers to support the delivery of their Service Quality Regime (SQR). This regime involves audits across their network of 153 stations, onboard trains, and online. WMT is looking for a supplier for technological solutions to facilitate audits, manage issues, and provide reporting. The tender, titled "Provision of Service Quality (Auditing) Regime - (SQR)," falls under the services category with a contract period of 1080 days, starting from October 2023, with potential extension possibilities.

This tender by WMT presents an opportunity for suppliers with expertise in auditing services, technology solutions, and railway services. Businesses capable of delivering independent audits, maintaining asset databases, and integrating APIs for fault reporting databases are well-suited to compete. The procurement process is in the active stage, following a selective method with a submission deadline of July 14, 2023. Interested parties must contact WMT to register interest and request the necessary documentation to participate in this lucrative opportunity.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Provision of Service Quality (Auditing) Regime - (SQR)

Notice Description

West Midlands Trains (WMT) manages a total of 153 stations across our network. WMT are looking to identify suppliers to support the delivery of our Service Quality Regime (SQR). This regime is highly specified and is a critical deliverable as part of our contract with the Department for Transport. We are seeking a supplier to deliver independent, accurate and timely audits across our network. These will take place on station, onboard our trains and online, requiring inspections of physical assets and interactions with our staff. In order to support these audits, a database of assets will need to be created and maintained as well as an audit manual which ensures the detailed requirements of the regime are correctly interpreted during audits. We are seeking a supplier to deliver the technological requirements associated with the delivery of our SQR. This will include the provision of a technological solution to facilitate the recording of independent audit results, a solution to allow WMT to manage and respond to issues raised during audits, API integration with multiple 3rd party fault reporting databases. There will also be a requirement to deliver reporting and insights to WMT and the Department for Transport in order to ensure full compliance with the Regime.

Lot Information

SQR Register and Inspections

West Midlands Trains (WMT) are requesting expressions of interest for a staffing solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR). Interested Parties will need to demonstrate the way in which they will create and maintain an SQR Register which records a comprehensive register of all specified assets across all stations within the WMT SQR Regime. The SQR Register will include station plans showing prescribed asset locations and photographs of the prescribed assets. A detailed SQR Manual will also be created and maintained by the successful bidder, ensuring compliance with the detailed requirements of the SQR. These documents will be maintained digitally and made available to the successful bidder's staff, WMT and the Department for Transport (DfT). Proposals from shortlisted tenderers will outline the way in which a programme of independent audits will be delivered on station, on train and online during each 4-week Railway Period, to a specification set by the DfT. This will include initial inspections of assets (on station and on train), to the standards agreed in the SQR Manual and SQR Register. It will also include the need for interaction with WMT staff in person and online in order to undertake an assessment of Customer Service interactions and the provision of information by WMT. The successful bidder will also be responsible for delivering a programme of physical re-inspections at stations, following a specified period in which WMT will seek to rectify issues highlighted within the initial audit. The successful bidder will ensure that all audits are undertaken by trained personnel who understand both the highly detailed requirements of the WMT SQR and have an awareness of the railway environment in which they are operating. The successful bidder will also work collaboratively with the successful bidder for Lot 2 (SQR Technology) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2 Scoring Matrix The PQQ scoring will be as follows:- SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE 0 - Question not answered or answer is irrelevant. - Not answered/irrelevant. 1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission. 2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard. 3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard. 4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard. 5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading. SCORING PROCESS Where Yes is the required answer: YES = PASS NO = FAIL WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection. Where NO is the required answer NO = PASS YES = FAIL WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.

Renewal: The services will be required from October 2023 to the 15th September 2024 (inclusive). With the option to extend the services to the end of the National Rail Contract on 20th September 2026. Any Contract entered into will be subject to a break clause effective at the end of / termination of the National Rail Contract initial core term (15th September 2024) which WMT has with the DfT.

SQR Management System

West Midlands Trains (WMT) are requesting proposals for a technology solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR). Interested parties will need to set out the way in which bidders will deliver a best-in-class technology solution for WMT which fully delivers our contractual and technical requirements of the SQR. Interested parties will outline the way in which they will support the successful supplier for Lot 1 (SQR Staffing) through the provision of a solution which allows the accurate and timely capture of audit data from stations, trains and online inspections undertaken by the Lot 1 supplier. This includes initial inspections as well as the management of the specified timelines for physical re-inspections of some Station assets. Shortlisted bidders will need to clearly demonstrate their ability to develop and deliver a system for WMT which manages all key aspects of the SQR regime. This includes but is not limited to: - Integration of the individual SQR audit reports into a backend system which ensure audit and Regime compliance. - Management of audit failure triage, notification of audit failures to accountable managers within WMT and other 3rd parties and allows evidence of failure rectification into the solution. - Delivery of multiple APIs to 3rd party fault reporting suppliers, ensuring that SQR failures are logged within these systems and that closure of these failures flows back into the successful bidder's solution. - Management of all time-specified audits and failure resolutions within the supplier solution - Delivery of real-time and other data reports, including the DfT Standardised Report. Bidders will need to demonstrate their ability to understand and deliver the specific requirements of the DfT Standardised Report and WMT's other insight and reporting requirements. The successful bidder for this Lot 2 will also work collaboratively with the successful bidder for Lot 1 (SQR Staffing) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2 Scoring Matrix The PQQ scoring will be as follows:- SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE 0 - Question not answered or answer is irrelevant. - Not answered/irrelevant. 1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission. 2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard. 3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard. 4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard. 5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading. SCORING PROCESS Where Yes is the required answer: YES = PASS NO = FAIL WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection. Where NO is the required answer NO = PASS YES = FAIL WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.

Renewal: The services will be required from October 2023 to the 15th September 2024 (inclusive). With the option to extend the services to the end of the National Rail Contract on 20th September 2026. Any Contract entered into will be subject to a break clause effective at the end of / termination of the National Rail Contract initial core term (15th September 2024) which WMT has with the DfT.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-03d539
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/016477-2023
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated procedure with prior call for competition
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48420000 - Facilities management software package and software package suite

48612000 - Database-management system

79212000 - Auditing services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
9 Jun 20232 years ago
Submission Deadline
14 Jul 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
WEST MIDLANDS TRAINS LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
N/A
Post Town
Not specified
Country
Not specified
Major Region (ITL 1)
Not specified
Basic Region (ITL 2)
Not specified
Small Region (ITL 3)
Not specified
Delivery Location
TLG West Midlands (England)
Local Authority
Not specified
Electoral Ward
Not specified
Westminster Constituency
Not specified

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-03d539-2023-06-09T16:19:38+01:00",
    "date": "2023-06-09T16:19:38+01:00",
    "ocid": "ocds-h6vhtk-03d539",
    "initiationType": "tender",
    "tender": {
        "id": "WMT 3393",
        "legalBasis": {
            "id": "32014L0025",
            "scheme": "CELEX"
        },
        "title": "Provision of Service Quality (Auditing) Regime - (SQR)",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79212000",
            "description": "Auditing services"
        },
        "mainProcurementCategory": "services",
        "description": "West Midlands Trains (WMT) manages a total of 153 stations across our network. WMT are looking to identify suppliers to support the delivery of our Service Quality Regime (SQR). This regime is highly specified and is a critical deliverable as part of our contract with the Department for Transport. We are seeking a supplier to deliver independent, accurate and timely audits across our network. These will take place on station, onboard our trains and online, requiring inspections of physical assets and interactions with our staff. In order to support these audits, a database of assets will need to be created and maintained as well as an audit manual which ensures the detailed requirements of the regime are correctly interpreted during audits. We are seeking a supplier to deliver the technological requirements associated with the delivery of our SQR. This will include the provision of a technological solution to facilitate the recording of independent audit results, a solution to allow WMT to manage and respond to issues raised during audits, API integration with multiple 3rd party fault reporting databases. There will also be a requirement to deliver reporting and insights to WMT and the Department for Transport in order to ensure full compliance with the Regime.",
        "lots": [
            {
                "id": "1",
                "title": "SQR Register and Inspections",
                "description": "West Midlands Trains (WMT) are requesting expressions of interest for a staffing solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR). Interested Parties will need to demonstrate the way in which they will create and maintain an SQR Register which records a comprehensive register of all specified assets across all stations within the WMT SQR Regime. The SQR Register will include station plans showing prescribed asset locations and photographs of the prescribed assets. A detailed SQR Manual will also be created and maintained by the successful bidder, ensuring compliance with the detailed requirements of the SQR. These documents will be maintained digitally and made available to the successful bidder's staff, WMT and the Department for Transport (DfT). Proposals from shortlisted tenderers will outline the way in which a programme of independent audits will be delivered on station, on train and online during each 4-week Railway Period, to a specification set by the DfT. This will include initial inspections of assets (on station and on train), to the standards agreed in the SQR Manual and SQR Register. It will also include the need for interaction with WMT staff in person and online in order to undertake an assessment of Customer Service interactions and the provision of information by WMT. The successful bidder will also be responsible for delivering a programme of physical re-inspections at stations, following a specified period in which WMT will seek to rectify issues highlighted within the initial audit. The successful bidder will ensure that all audits are undertaken by trained personnel who understand both the highly detailed requirements of the WMT SQR and have an awareness of the railway environment in which they are operating. The successful bidder will also work collaboratively with the successful bidder for Lot 2 (SQR Technology) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2 Scoring Matrix The PQQ scoring will be as follows:- SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE 0 - Question not answered or answer is irrelevant. - Not answered/irrelevant. 1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission. 2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard. 3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard. 4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard. 5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading. SCORING PROCESS Where Yes is the required answer: YES = PASS NO = FAIL WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection. Where NO is the required answer NO = PASS YES = FAIL WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The services will be required from October 2023 to the 15th September 2024 (inclusive). With the option to extend the services to the end of the National Rail Contract on 20th September 2026. Any Contract entered into will be subject to a break clause effective at the end of / termination of the National Rail Contract initial core term (15th September 2024) which WMT has with the DfT."
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "active"
            },
            {
                "id": "2",
                "title": "SQR Management System",
                "description": "West Midlands Trains (WMT) are requesting proposals for a technology solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR). Interested parties will need to set out the way in which bidders will deliver a best-in-class technology solution for WMT which fully delivers our contractual and technical requirements of the SQR. Interested parties will outline the way in which they will support the successful supplier for Lot 1 (SQR Staffing) through the provision of a solution which allows the accurate and timely capture of audit data from stations, trains and online inspections undertaken by the Lot 1 supplier. This includes initial inspections as well as the management of the specified timelines for physical re-inspections of some Station assets. Shortlisted bidders will need to clearly demonstrate their ability to develop and deliver a system for WMT which manages all key aspects of the SQR regime. This includes but is not limited to: - Integration of the individual SQR audit reports into a backend system which ensure audit and Regime compliance. - Management of audit failure triage, notification of audit failures to accountable managers within WMT and other 3rd parties and allows evidence of failure rectification into the solution. - Delivery of multiple APIs to 3rd party fault reporting suppliers, ensuring that SQR failures are logged within these systems and that closure of these failures flows back into the successful bidder's solution. - Management of all time-specified audits and failure resolutions within the supplier solution - Delivery of real-time and other data reports, including the DfT Standardised Report. Bidders will need to demonstrate their ability to understand and deliver the specific requirements of the DfT Standardised Report and WMT's other insight and reporting requirements. The successful bidder for this Lot 2 will also work collaboratively with the successful bidder for Lot 1 (SQR Staffing) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2 Scoring Matrix The PQQ scoring will be as follows:- SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE 0 - Question not answered or answer is irrelevant. - Not answered/irrelevant. 1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission. 2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard. 3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard. 4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard. 5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading. SCORING PROCESS Where Yes is the required answer: YES = PASS NO = FAIL WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection. Where NO is the required answer NO = PASS YES = FAIL WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The services will be required from October 2023 to the 15th September 2024 (inclusive). With the option to extend the services to the end of the National Rail Contract on 20th September 2026. Any Contract entered into will be subject to a break clause effective at the end of / termination of the National Rail Contract initial core term (15th September 2024) which WMT has with the DfT."
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "active"
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79212000",
                        "description": "Auditing services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKG"
                    }
                ],
                "relatedLot": "1"
            },
            {
                "id": "2",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "48420000",
                        "description": "Facilities management software package and software package suite"
                    },
                    {
                        "scheme": "CPV",
                        "id": "48612000",
                        "description": "Database-management system"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKG"
                    }
                ],
                "relatedLot": "2"
            }
        ],
        "participationFees": [
            {
                "id": "1",
                "type": [
                    "document"
                ]
            }
        ],
        "submissionMethod": [
            "written"
        ],
        "procurementMethod": "selective",
        "procurementMethodDetails": "Negotiated procedure with prior call for competition",
        "tenderPeriod": {
            "endDate": "2023-07-14T17:00:00+01:00"
        },
        "submissionTerms": {
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "durationInDays": 180
            }
        },
        "hasRecurrence": false,
        "contractTerms": {
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        }
    },
    "parties": [
        {
            "id": "GB-COH-098604466",
            "name": "WEST MIDLANDS TRAINS LIMITED",
            "identifier": {
                "legalName": "WEST MIDLANDS TRAINS LIMITED",
                "id": "098604466",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "BIRMINGHAM",
                "region": "UKG",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Simon Aldridge",
                "email": "simon.aldridge@wmtrains.co.uk",
                "url": "http://redirect.transaxions.com/events/mcVyW"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.westmidlandstrains.co.uk",
                "classifications": [
                    {
                        "scheme": "TED_CE_ACTIVITY",
                        "id": "RAILWAY_SERVICES",
                        "description": "Railway services"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-16326",
            "name": "Department for Transport",
            "identifier": {
                "legalName": "Department for Transport"
            },
            "address": {
                "streetAddress": "Great Minster House, 33 Horseferry Road",
                "locality": "London",
                "postalCode": "SW1P 4DR",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-COH-098604466",
        "name": "WEST MIDLANDS TRAINS LIMITED"
    },
    "language": "en"
}