Notice Information
Notice Title
Provision of Service Quality Regime (SQR) Inspection Services
Notice Description
XC Trains Limited (XC) operates passenger rail services across the United Kingdom. XC is a unique operation in that it runs from the Southwest in England to the North of Scotland and is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham. The Service Quality Regime (SQR) was set up by the Department for Transport (DfT) to incentivise Train Operating Companies (TOCs) to ensure customer experience standards across the railway network are maintained and improved. The regime is defined in the National Rail Contracts (NRCs) that exist between TOCs and the DfT, including XC's NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the Contract, and the repercussions if they are not. XC's SQR has been in place since late 2021 and has seen a few changes since it first started. XC is also proud to have helped the DfT trial changes to SQR during this time to pave the way for other TOCs following in the future. This Procurement is undertaken by XC on behalf of itself, and a successor operator of the XC. The key elements and strategic objectives of the Project are: - Train Service Regime (TSR) inspections by inspectors; - Customer Service Regime (CSR) inspections by mystery shoppers; - Accessible Customer Service Regime (ACSR) inspections by mystery shoppers with additional accessible needs; - Provision of mobile devices to the supplier inspectors and mystery shoppers for running inspection forms; and - Inspection data quality assurance. The awarded supplier will provide the following services: - Project mobilisation and implementation of services - Total of 290 inspections per railway period across the duration of the contract - Account management services
Lot Information
Lot 1
Renewal: The Contract's duration is for three years. XC reserves the right to extend the Contract, in whole or in part, for up to two additional years, in increments determined at its sole discretion, subject to mutual agreement of the parties. Please see the associated documents for further details.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-05abb0
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/052018-2026
- 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
71 - Architectural, construction, engineering and inspection services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
71630000 - Technical inspection and testing services
79212000 - Auditing services
79311200 - Survey conduction services
Notice Value(s)
- Tender Value
- £1,300,000 £1M-£10M
- Lots Value
- £1,300,000 £1M-£10M
- Awards Value
- £1,344,073 £1M-£10M
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 2 Jun 20263 weeks ago
- Submission Deadline
- 20 Oct 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 1 Jun 20263 weeks ago
- Contract Period
- 23 Aug 2026 - 24 Aug 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
- XC 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
- BUSINESS PARK
- Postcode
- SR3 3XP
- Post Town
- Sunderland
- Country
- England
-
- Major Region (ITL 1)
- TLC North East (England)
- Basic Region (ITL 2)
- TLC4 Northumberland, Durham and Tyne & Wear
- Small Region (ITL 3)
- TLC44 Sunderland
- 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
- Sunderland
- Electoral Ward
- Doxford
- Westminster Constituency
- Houghton and Sunderland South
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/052018-2026
2nd June 2026 - Contract award notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/063757-2025
9th October 2025 - Tender notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6057
Template 4.0 Master Umbrella Direct Agreement 8 JULY 2024 -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6058
External Guidance Note - Umbrella Direct Agreement Template 4.0 8 JULY 2024 -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6091
Service Quality Regime Inspections ITP 2025 -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6092
Service Quality Regime Inspections ITP 2025 PDF -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6094
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS PDF -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6095
SQR Inspections - Supplier Response Template -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6096
Inspections Coverage Template Response -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6097
Precedent XC Supply Agreement for Goods and Services 2025 -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6098
SQR Inspections Bidder Clarification Questions Template -
-
https://www.find-tender.service.gov.uk/Notice/Attachment/A-6103
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS
Open Contracting Data Standard (OCDS)
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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