--- title: "Service Quality Regime (SQR): Inspection and Mystery Shopper Services" ocid: "ocds-b5fd17-35845058-221d-409a-af31-174a421730bc" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-35845058-221d-409a-af31-174a421730bc" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-35845058-221d-409a-af31-174a421730bc.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-35845058-221d-409a-af31-174a421730bc.json" source: "Contracts Finder" current_stage: "Tender" buyer: "GOVIA THAMESLINK RAILWAY LTD" published: "2021-10-11" --- # Service Quality Regime (SQR): Inspection and Mystery Shopper Services Buyer: GOVIA THAMESLINK RAILWAY LTD Current stage: Tender OCID: ocds-b5fd17-35845058-221d-409a-af31-174a421730bc [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-35845058-221d-409a-af31-174a421730bc) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-35845058-221d-409a-af31-174a421730bc.json) ## Summary The procurement process is being conducted by Govia Thameslink Railway Ltd for the "Service Quality Regime (SQR): Inspection and Mystery Shopper Services." This project falls under the auditing services category and is focused on enhancing service quality for the Department for Transport. The tender is currently active and runs until 25th October 2021, with a projected contract start date of 1st March 2022, continuing until 31st March 2025. The project is seeking partners to deliver both auditing and mystery shopping components across various locations, including the East of England, London, and the South East of England. The total value of the procurement is estimated to be £1,000,000, following a restricted procedure suitable for Small and Medium Enterprises (SMEs) and Voluntary, Community, and Social Enterprises (VCSEs). This tender presents a lucrative opportunity for businesses specialising in auditing, mystery shopping, and quality assurance services. Companies that have experience working with public transport bodies or have solutions for monitoring service quality in real-time would be particularly well-suited to compete. The complexity of the requirements, including multiple inspections at varying times and locations, also indicates a need for firms capable of utilising advanced reporting and compliance technologies to meet the Department for Transport's specifications. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure (above threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Oct 2021 | | Submission deadline | 25 Oct 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Mar 2022 - 31 Mar 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | GOVIA THAMESLINK RAILWAY LTD | | Locality | LONDON | | Post town | Central London | | Postcode | EC3R 8AJ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Bridge | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLI London, TLJ South East (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79212000 - Auditing services ## Release History - 11 Oct 2021 at 15:36 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710 - 24 Sep 2021 at 17:27 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710 11th October 2021 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/e79535e5-d632-4d59-b445-ae86cca24d15 Expression of Interest Service Quality Regime (SQR): Inspection / Auditing and Mystery Shopper Services and ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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