--- title: "Service Quality Regime" ocid: "ocds-h6vhtk-02b179" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b179" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b179.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b179.json" source: "Find A Tender Service" current_stage: "Award" buyer: "SOUTH WESTERN RAILWAY" published: "2021-09-27" --- # Service Quality Regime Buyer: SOUTH WESTERN RAILWAY Current stage: Award OCID: ocds-h6vhtk-02b179 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b179) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02b179.json) ## Summary The procurement process initiated by South Western Railway involves the "Service Quality Regime" contract. This tender falls under the support services for railway transport industry category and is located in London, United Kingdom. The procurement method used for this process is an open procedure, allowing any qualified supplier to participate. The tender phase concluded on 18th June 2021, with awards for four lots including the Service Quality Management System and Service Quality Inspections, all of which are now active contracts signed on 12th August 2021. Each lot includes options for contract renewal for an additional 24 months. ## Notice The Client wants to improve the quality of presentation of their stations and trains and to monitor and improve levels of customer service from front-line colleagues and on our social media. To achieve this, we are introducing Service Quality Regimes (SQR). This would cover as a minimum: Station inspections Train inspections Customer Service mystery shopping Re-inspections for failures to confirm improvement ### Lot Information Lot 1 - Service Quality Management System Software to manage service quality regime. Options: Option to renew contract for a further 24months. Renewal: Option to renew for a further 24months. Lot 2 - Service Quality Register Service quality electronic register to manage detailed list of facilities and services for each service quality area for every station and carriage type on trains. Options: Option to renew for a further 24months. Renewal: Option to renew for a further 24months. Lot 3-Service Quality App/inspections software Software capable of recording performance against all of the elements of the Service Quality Register to allow both inspections and re-inspections of trains and stations to be carried out. Options: Option to renew for a further 24months. Renewal: Option to renew for a further 24months. Lot 4 - Service Quality Inspections Services to monitor the quality of delivery with an intensive programme of inspections across rail networks on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of customer experience. Options: Option to renew for a further 24months. Renewal: Option to renew for a further 24months. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/023932-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Sep 2021 | | Submission deadline | 18 Jun 2021 | | Future notice date | Not specified | | Award date | 11 Aug 2021 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | SOUTH WESTERN RAILWAY | | Additional buyers | SOUTH WESTERN RAILWAY (FIRSTGROUP) | | Locality | LONDON | | Post town | South East London | | Postcode | N/A | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | Borough & Bankside | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems - 63 - Supporting and auxiliary transport services; travel agencies services - 71 - Architectural, construction, engineering and inspection services - 72 - IT services: consulting, software development, Internet and support - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 48420000 - Facilities management software package and software package suite - 48421000 - Facilities management software package - 48610000 - Database systems - 48781000 - System management software package - 63711000 - Support services for railway transport - 71631000 - Technical inspection services - 72416000 - Application service providers - 79342320 - Customer-care services - 79993100 - Facilities management services ## Release History - 27 Sep 2021 at 11:40 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023932-2021 - 19 May 2021 at 14:52 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/011102-2021 - 14 May 2021 at 17:41 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/010760-2021 ## Notice URLs - http://www.firstgroupplc.com - https://s2c-uk62.waxdigital.com/FirstGroupPlc/SignIn.aspx - https://www.firstgroupplc.com/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b179. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02b179.json.