Service Quality Regime
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
Buyer
SOUTH WESTERN RAILWAY LIMITED
Value
Not provided
Published
27 Sept 2021
Closes
18 Jun 2021
Procurement details
Source
Find a Tender
Region
Lewisham and Southwark
Procurement method
Open
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
63711000
Support services for railway transport
48420000
Facilities management software package and software package suite
48781000
System management software package
48421000
Facilities management software package
48610000
Database systems
72416000
Application service providers
71631000
Technical inspection services
79342320
Customer-care services
Lots
Lot 1 Lot 1 - Service Quality Management System
Value not provided
Software to manage service quality regime.
Delivery: North East (England), North West (England), East Midlands (England), West Midlands (England), East Of England, London
Lot 2 Lot 2 - Service Quality Register
Value not provided
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.
Delivery: North East (England), North West (England), East Midlands (England), West Midlands (England), East Of England, London
Lot 3 Lot 3-Service Quality App/inspections software
Value not provided
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.
Delivery: North East (England), North West (England), East Midlands (England), West Midlands (England), East Of England, London
Lot 4 Lot 4 - Service Quality Inspections
Value not provided
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.
Delivery: North East (England), North West (England), East Midlands (England), West Midlands (England), East Of England, London
Documents
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