{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-35845058-221d-409a-af31-174a421730bc-2021-10-11T16:36:37+01:00",
    "date": "2021-10-11T16:36:37+01:00",
    "ocid": "ocds-b5fd17-35845058-221d-409a-af31-174a421730bc",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "EOI - Service Quality Regime",
        "title": "Service Quality Regime (SQR): Inspection and Mystery Shopper Services",
        "description": "GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime. GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping. The requirement of the audit / inspection component of SQR: High level activities include (but are not limited to) the following: * Continuous station / train inspections at the required volume, timing and locations each train operating period (a period comprises 4 weeks*). Inspection of listed station and fleet assets to be in accordance with defined quality assessment requirements and targets. * Inspections to be carried out at varying locations and times of day. * Reinspection requirement where an asset failed on the original audit / inspection. * Logging of inspections via handheld/smart devices. * Compliance with local station and safety procedures. * Provision of real-time (or near real-time) reports to nominated recipients. * Reporting of findings across audits / inspection. Regular dialogue/communication with nominated GTR personnel The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following: * Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets. * The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance. * The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility. * Logging of inspections via handheld/smart devices. * Compliance with local station and safety procedures. * Provision of real-time (or near real-time) reports to nominated recipients. * Reporting of findings across mystery shops / inspection. * Regular dialogue/communication with nominated GTR personnel.",
        "datePublished": "2021-09-24T18:27:09+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79212000",
            "description": "Auditing services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "East of England",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "London",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "South East",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "East of England",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "London",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "South East",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 1000000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Restricted procedure (above threshold)",
        "tenderPeriod": {
            "endDate": "2021-10-25T16:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2022-03-01T00:00:00Z",
            "endDate": "2025-03-31T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710",
                "datePublished": "2021-09-24T18:27:09+01:00",
                "format": "text/html",
                "language": "en",
                "dateModified": "2021-10-11T16:36:37+01:00"
            },
            {
                "id": "2",
                "documentType": "tenderNotice",
                "description": "Expression of Interest Service Quality Regime (SQR): Inspection / Auditing and Mystery Shopper Services and",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/e79535e5-d632-4d59-b445-ae86cca24d15",
                "format": "application/pdf"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-165393",
            "name": "Govia Thameslink Railway Ltd",
            "identifier": {
                "legalName": "Govia Thameslink Railway Ltd"
            },
            "address": {
                "streetAddress": "24 Monument Street",
                "locality": "LONDON",
                "postalCode": "EC3R8AJ",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Adrian Jones",
                "email": "adrian.jones@gtrailway.com",
                "telephone": "07580745612"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-165393",
        "name": "Govia Thameslink Railway Ltd"
    }
}