--- title: "Provision of Service Quality inspection, reporting and system integration" ocid: "ocds-h6vhtk-04a495" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a495" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a495.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a495.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "FIRST MTR SOUTH WESTERN TRAINS LIMITED" published: "2024-10-01" --- # Provision of Service Quality inspection, reporting and system integration Buyer: FIRST MTR SOUTH WESTERN TRAINS LIMITED Current stage: Tender OCID: ocds-h6vhtk-04a495 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a495) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04a495.json) ## Summary First MTR South Western Trains Limited is seeking to procure a comprehensive Service Quality Regime (SQR) through a tender for "Provision of Service Quality inspection, reporting and system integration". The procurement falls under the industry category of "System quality assurance assessment and review services" (CPV 72225000). The primary location for this tender is London (UKI32). The procurement is currently at the active tender stage, with the tender period ending on 5 November 2024, and the award period commencing on 6 November 2024. This restricted procedure requests electronic submissions and includes an optional three-year extension to the initial 720-day contract period. The tender requires the delivery of a live reporting dashboard, station and carriage inspections, customer service assessments, an online back-office system, and more. This tender represents a significant opportunity for businesses specialising in quality assurance, data reporting, and railway services. Companies equipped to handle complex inspection systems, data analysis, and flexible reporting tools will find this contract particularly lucrative. The project invites both single organisations and consortia that can provide comprehensive service delivery and reporting mechanisms. With a focus on certified quality assurance processes and the ability to work closely with an independent auditor, proficient service providers have the opportunity to gain substantial business growth through long-term engagement with a prominent buyer in the rail industry. ## Notice - Sufficient information to be provided in the Live Dashboard to allow understanding of scores within specific weeks/periods relating to initial inspections and reinspection pass rates, and the driver of those scores in terms of fails by indicator/criteria. - Reporting dashboard should be flexible to change, easy-to-use, and with varying levels of access tailored to the job role of the viewer. - In addition, provide a function by which all 'raw data' can be downloaded in Excel format, including pass/fail data for each indicator and criteria for each individual inspection and re-inspection over any specified date range or specified railway periods. Data should be filterable prior to download if specific information is required (e.g. by indicator). ### Lot Information Lot 1 Supply of Raw Data and Maintenance of Records - By the end of the 5th day following the end of each reporting period, provide a statement (disaggregated to separately show the total number of Train Service Quality Inspections, Stations Service Quality Inspections and Customer Service Quality Inspections carried out in that Reporting Period) setting out: - the raw data produced by any Service Quality Inspection (and where applicable Service Quality Re-inspections) and/or the recording of Service Quality Trains Rectification Evidence in the SQR Management System within the Relevant Rectification Period - the number of: (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) carried out in respect of each Service Quality Schedule in that Reporting Period; and (B) occasions on which SWR was required to record Service Quality Trains Rectification Evidence in the SQR Management System within the Relevant Rectification - the number of: (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) where a "fail" was recorded in respect of a Service Quality Indicator in that Reporting Period; and (B) Service Quality Failures occurring because of a failure to record suitable Trains Rectification Evidence within the relevant Rectification Period - the number of: (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) where a "pass" was recorded in respect of a Service Quality Indicator in that Reporting Period for each Service Quality Schedule; and (B) occasions on which SWR was required to record Service Quality Trains Rectification Evidence and suitable evidence was provided within the relevant Rectification Period - for each Service Quality Schedule and in respect of a Service Quality Area, the total number of "passes" and "fails" recorded in respect of each Service Quality Indicator within each Area. - Maintain complete records of the results of each Service Quality Inspection and calculations of the Pass Rates in relation to Service Quality Inspections and provide any records or data to SWR upon request. - On the morning of each working day, supply a spreadsheet providing comprehensive details of all failures (including historical failures) that have occurred up to the end of the previous day, and the status of those failures. An example of the information required is given in Appendix X. Independent Audit - Work constructively and transparently with the independent auditor appointed by SWR each contract year and provide any requested evidence or case-studies to demonstrate that the Service Quality Regime is being delivered as required by the Secretary of State. Renewal: Optional 3 year extension ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/031446-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning, Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 1 Oct 2024 | | Submission deadline | 5 Nov 2024 | | Future notice date | Not specified | | Award date | Not specified | | 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 | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | FIRST MTR SOUTH WESTERN TRAINS LIMITED | | Locality | LONDON | | Post town | West London | | Postcode | W2 1AF | | 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 | Hyde Park | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLI London | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72225000 - System quality assurance assessment and review services ## Release History - 1 Oct 2024 at 16:14 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/031446-2024 - 1 Oct 2024 at 12:17 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/031356-2024 ## Notice URLs - http://redirect.transaxions.com/events/RL6f7 - https://s2c-uk62.waxdigital.com/ - 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-04a495. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04a495.json.