Service Quality Regime
Description: Lot 1 - Provision of auditors (people) to conduct service quality audits in line with the Service Quality criteria provided by SET, marking clearly when a 'failure' has occurred ensuring accurate reporting and supporting evidence such as images and video. Additionally, as part of the onboarding, in conjunction with Lot 2, the auditors would be expected to log each individual asset to populate and maintain an asset register. Lot 2 - The provision of an auditing app, which auditors can use to effectively report the performance of stations and trains, providing them with the ability to mark failures against the set criteria. Additionally, provide a service quality management system which can process all the data received and report the required scoring mechanisms as set out by SET, as (read more...)
Summary: SE TRAINS LIMITED is planning a procurement process titled "Service Quality Regime," aimed at enhancing service quality assurance, with a focus on auditing stations and trains across the United Kingdom, particularly in the UKJ4 region. The procurement falls under the services category with a total gross value of £1,238,400 and employs a competitive flexible procedure. The tender is currently in the planning stage with future notices intended to be published by 1st May 2026. Key dates include the end of the enquiry period by 20th April 2026, the tender submission period concluding on 31st July 2026, and the award period set to finalise on 1st November 2026. The procurement process consists of two main lots, with the first focusing on the provision of auditors, and the second on an auditing app, both with services aimed at systemic quality assurance and review functions.