Provision of Service Quality Regime (SQR) and Related Services

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-0452e5-2025-02-17T19:05:06Z",
    "date": "2025-02-17T19:05:06Z",
    "ocid": "ocds-h6vhtk-0452e5",
    "description": "Discontinuation of procedure as LNER and NTL have received instructions from the Department of Transport that the requirements regarding service quality have changed significantly and therefore the specification issued with this ITN is no longer reflective of the service delivery expectations. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=926522494 GO Reference: GO-2025217-PRO-29463671",
    "initiationType": "tender",
    "tender": {
        "id": "PL-23-337",
        "legalBasis": {
            "id": "32014L0025",
            "scheme": "CELEX"
        },
        "title": "Provision of Service Quality Regime (SQR) and Related Services",
        "status": "cancelled",
        "classification": {
            "scheme": "CPV",
            "id": "79212000",
            "description": "Auditing services"
        },
        "mainProcurementCategory": "services",
        "description": "London North Eastern Railway Limited (LNER) and Northern Trains Limited (NTL) have a requirement to deliver a Service Quality Regime (SQR) in support of their obligations to the Department of Transport (DfT). In order to deliver the above we are looking for a supplier or suppliers to provide independent inspections and mystery shopping across our networks with the requirement split into four lots to obtain the best solution. Bidders are free to bid for any combination of the following four lots: - 1.Service Quality Management System 2.Service Quality Register 3.Service Quality App/inspections software 4.Service Quality Inspections There will also be a requirement to deliver reporting and insights in order to ensure full compliance with the SQR. During the life of any agreement there may also be an opportunity for TransPennine Trains Limited (TPT) to join the arrangement with further details provided in the tender documents.",
        "value": {
            "amount": 2850000,
            "currency": "GBP"
        },
        "lotDetails": {
            "maximumLotsAwardedPerSupplier": 4,
            "awardCriteriaDetails": "1,2,3, and 4"
        },
        "lots": [
            {
                "id": "1",
                "title": "Service Quality Management System",
                "description": "Provision of a Service Quality Management System (SQMS). delivering: An agnostic database capable of storing the data for the Service Quality Register (SQ Register), Inspections and Re-inspections (including internal evidencing) from multiple digital sources. \"Instant\" fault reporting while carrying out inspections through being able to link the SQMS to other systems (e.g., fleet and facilities management systems).",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "2 extension options of further periods of 12 months each."
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
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                "hasOptions": false,
                "status": "cancelled"
            },
            {
                "id": "2",
                "title": "Service Quality Register",
                "description": "The SQ Register will contain a detailed list of facilities and services for each SQ Area for every station and carriage type on trains (LNER do not require train carriage inspections). This is to be a live repository with the ability for NTL's and LNER's employees (or facilities contractors) to update assets therein in accordance with our respective asset management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:- *description, purpose and quantity of each facility or service *photographic evidence of each facility or service *details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "2 extension options of further periods of 12 months each"
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "cancelled"
            },
            {
                "id": "3",
                "title": "Service Quality App/inspections software",
                "description": "Provision of software with which the chosen Inspections provider will use to carry out the inspections. This must be capable of recording performance against all of the elements of the SQ Register to allow both inspections and re-inspections to be carried out. It is essential that this software allows the user carrying out an inspection to clearly mark 'pass', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "2 extension options of further periods of 12 months each"
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "cancelled"
            },
            {
                "id": "4",
                "title": "Service Quality Inspections",
                "description": "Monitoring of the quality of our delivery with a programme of inspections across our network on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of the experience our customers have. Users carrying out inspections will need to refer to and measure against the criteria set out in the Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "2 extension options of further periods of 12 months each"
                },
                "submissionTerms": {
                    "variantPolicy": "notAllowed"
                },
                "hasOptions": false,
                "status": "cancelled"
            }
        ],
        "items": [
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                        "region": "UK"
                    },
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                        "region": "UK"
                    }
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                "deliveryLocation": {
                    "description": "UNITED KINGDOM"
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                "relatedLot": "1"
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                    {
                        "scheme": "CPV",
                        "id": "71315400",
                        "description": "Building-inspection services"
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                        "id": "71631000",
                        "description": "Technical inspection services"
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            }
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        "submissionMethod": [
            "written"
        ],
        "procurementMethod": "selective",
        "procurementMethodDetails": "Negotiated procedure with prior call for competition",
        "techniques": {
            "hasFrameworkAgreement": true
        },
        "tenderPeriod": {
            "endDate": "2024-07-15T15:00:00+01:00"
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        "submissionTerms": {
            "languages": [
                "en"
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        "hasRecurrence": false,
        "contractTerms": {
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
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        "coveredBy": [
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    },
    "parties": [
        {
            "id": "GB-FTS-98935",
            "name": "Northern Trains Limited (NTL)",
            "identifier": {
                "legalName": "Northern Trains Limited (NTL)"
            },
            "address": {
                "streetAddress": "George Stephenson House, Toft Green",
                "locality": "York",
                "region": "UK",
                "postalCode": "YO1 6JT",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Robin Horsman",
                "telephone": "+44 7827937566",
                "email": "Robin.Horsman@northernrailway.co.uk",
                "url": "https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.northernrailway.co.uk",
                "classifications": [
                    {
                        "scheme": "TED_CE_ACTIVITY",
                        "id": "RAILWAY_SERVICES",
                        "description": "Railway services"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-111079",
            "name": "London North Eastern Railway Limited",
            "identifier": {
                "legalName": "London North Eastern Railway Limited",
                "id": "04659712"
            },
            "address": {
                "streetAddress": "West Offices, Station Rise",
                "locality": "York",
                "region": "UK",
                "postalCode": "YO1 6GA",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Annie Bradbury",
                "email": "Annie.Bradbury@lner.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.lner.co.uk/"
            }
        },
        {
            "id": "GB-FTS-111080",
            "name": "TransPennine Trains Limited",
            "identifier": {
                "legalName": "TransPennine Trains Limited",
                "id": "12544930"
            },
            "address": {
                "streetAddress": "Great Minster House,, 33 Horseferry Road,",
                "locality": "London",
                "region": "UK",
                "postalCode": "SW1P 4DR",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Cheri Falkner",
                "email": "cheri.falkner@tpexpress.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.tpexpress.co.uk/"
            }
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            "id": "GB-FTS-111081",
            "name": "Department for Transport",
            "identifier": {
                "legalName": "Department for Transport"
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            "address": {
                "streetAddress": ", Great Minster House,, 33 Horseferry Road",
                "locality": "London",
                "postalCode": "SW1P 4DR",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
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    ],
    "buyer": {
        "id": "GB-FTS-98935",
        "name": "Northern Trains Limited (NTL)"
    },
    "language": "en",
    "awards": [
        {
            "id": "005486-2025-1",
            "status": "unsuccessful",
            "statusDetails": "discontinued"
        }
    ]
}