---
title: "Provision of Service Quality Regime (SQR) and Related Services"
ocid: "ocds-h6vhtk-0452e5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0452e5"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0452e5.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0452e5.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN TRAINS LIMITED (NTL)"
published: "2025-02-17"
---

# Provision of Service Quality Regime (SQR) and Related Services

Buyer: NORTHERN TRAINS LIMITED (NTL)  
Current stage: Award  
OCID: ocds-h6vhtk-0452e5

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## Summary

Northern Trains Limited (NTL) and London North Eastern Railway Limited (LNER) are currently in the tender stage for a project titled "Provision of Service Quality Regime (SQR) and Related Services". This procurement falls under the auditing services category and is set to take place across the United Kingdom. The procurement process is being conducted using a negotiated procedure with a prior call for competition. Key dates include a tender end date set for 15th July 2024. The procurement includes multiple lots focusing on different aspects of service quality management, such as the provision of a Service Quality Management System, a Service Quality Register, inspection software, and quality inspections. The total value of the contract is estimated at £2,850,000 GBP.

This tender presents a significant opportunity for businesses specialising in auditing services, database systems, and technical inspection services. The successful bidder(s) will have the chance to provide essential services that ensure compliance with the Service Quality Regime requirements set by the Department for Transport. Suppliers offering innovative solutions for data management, software development, and quality inspections will be well-suited to compete. Additionally, as the framework agreement allows for multiple participants, businesses of various sizes and specialisations may find suitable opportunities within the scope of this procurement process. This tender not only promises substantial financial value but also the potential for long-term partnerships through possible contract renewals.

## Notice

London North Eastern Railway Limited (LNER) and Northern Trains Limited (NTL) have a requirement to deliver a Service Quality Regime (SQR) in support of their obligations to the Department of Transport (DfT). In order to deliver the above we are looking for a supplier or suppliers to provide independent inspections and mystery shopping across our networks with the requirement split into four lots to obtain the best solution. Bidders are free to bid for any combination of the following four lots: - 1.Service Quality Management System 2.Service Quality Register 3.Service Quality App/inspections software 4.Service Quality Inspections There will also be a requirement to deliver reporting and insights in order to ensure full compliance with the SQR. During the life of any agreement there may also be an opportunity for TransPennine Trains Limited (TPT) to join the arrangement with further details provided in the tender documents.

### Lot Information

Service Quality Management System

Provision of a Service Quality Management System (SQMS). delivering: An agnostic database capable of storing the data for the Service Quality Register (SQ Register), Inspections and Re-inspections (including internal evidencing) from multiple digital sources. "Instant" fault reporting while carrying out inspections through being able to link the SQMS to other systems (e.g., fleet and facilities management systems).

Renewal: 2 extension options of further periods of 12 months each.

Service Quality Register

The SQ Register will contain a detailed list of facilities and services for each SQ Area for every station and carriage type on trains (LNER do not require train carriage inspections). This is to be a live repository with the ability for NTL's and LNER's employees (or facilities contractors) to update assets therein in accordance with our respective asset management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:- *description, purpose and quantity of each facility or service *photographic evidence of each facility or service *details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against

Renewal: 2 extension options of further periods of 12 months each

Service Quality App/inspections software

Provision of software with which the chosen Inspections provider will use to carry out the inspections. This must be capable of recording performance against all of the elements of the SQ Register to allow both inspections and re-inspections to be carried out. It is essential that this software allows the user carrying out an inspection to clearly mark 'pass', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.

Renewal: 2 extension options of further periods of 12 months each

Service Quality Inspections

Monitoring of the quality of our delivery with a programme of inspections across our network on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of the experience our customers have. Users carrying out inspections will need to refer to and measure against the criteria set out in the Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.

Renewal: 2 extension options of further periods of 12 months each

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/005486-2025 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Feb 2025 |
| Submission deadline | 15 Jul 2024 |
| Future notice date | Not specified |
| Award date | 17 Feb 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,850,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Cancelled |
| Lots status | Cancelled |
| Awards status | Unsuccessful |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHERN TRAINS LIMITED (NTL) |
| Additional buyers | LONDON NORTH EASTERN RAILWAY LIMITED; TRANSPENNINE TRAINS LIMITED |
| Locality | YORK |
| Post town | York |
| Postcode | YO1 6JT |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Vincent Square |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 71 - Architectural, construction, engineering and inspection services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48610000 - Database systems
- 48611000 - Database software package
- 71315400 - Building-inspection services
- 71631000 - Technical inspection services
- 79212000 - Auditing services

## Release History

- 17 Feb 2025 at 19:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/005486-2025
- 17 Apr 2024 at 09:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012449-2024

## Notice URLs

- http://www.northernrailway.co.uk
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=926522494
- https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H
- https://www.lner.co.uk/
- https://www.tpexpress.co.uk/

## 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-0452e5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0452e5.json.