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Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

FIRST TRENITALIA WEST COAST RAIL LIMITED

This public procurement record has 3 releases in its history.

Award

19 Dec 2025 at 11:26

UK6 - Contract Award Notice
TenderUpdate

11 Apr 2025 at 15:10

UK4 - Tender Notice
Tender

11 Apr 2025 at 15:00

UK4 - Tender Notice
Summary of the contracting process

First Trenitalia West Coast Rail Limited has completed and awarded the Service Quality Regime (SQR) procurement for 2025. The project focuses on auditing, mystery shopping, and data handling requirements as part of the Department for Transport's ongoing Service Quality Regime. The procurement was conducted via a competitive flexible procedure targeting system and support services alongside auditing services. Based in London, the buyer initiated a selective procurement process with key timelines including an expression of interest deadline on 7th May 2025 and an award period concluding on 24th July 2025. The contract, valued at a gross amount of £1,020,000, spans multiple regions across the UK and is set to commence on 12th November 2025, ending on 11th November 2028.

This contract presents robust opportunities for businesses specialising in system support and auditing services, particularly SMEs that can offer innovative service specifications and sustainable solutions amidst high-quality delivery programmes. The involvement of small and medium-sized enterprises in the bidding process highlights the competitive landscape and the focus on engaging a diverse range of suppliers. Companies with strengths in customer service evaluation, inspections software, and independent auditing can find potential business growth avenues through participation in such tenders tailored around service quality improvements and comprehensive monitoring systems across various rail operations in the United Kingdom.

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Notice Information

Notice Title

Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

Notice Description

As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover: * Station inspections * Train inspections * Customer Service mystery shopping * Re-inspections for failures to confirm improvement In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network. o Service Quality Register o Service Quality App/Inspections Software o Service Quality Inspections and Re-inspection

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0501bb
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/084803-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

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

CPV Codes

72250000 - System and support services

79212000 - Auditing services

Notice Value(s)

Tender Value
£850,000 £500K-£1M
Lots Value
£850,000 £500K-£1M
Awards Value
£607,500 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
19 Dec 20258 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
19 Dec 20258 months ago
Contract Period
1 Apr 2026 - 31 Mar 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FIRST TRENITALIA WEST COAST RAIL 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
LONDON
Postcode
W2 1AF
Postcode Area
West 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
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland
Local Authority
Westminster
Electoral Ward
Hyde Park
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

Mystery Shoppers Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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