Provision of Service Quality Regime (SQR) and Related Services
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...
Buyer
NORTHERN TRAINS LIMITED
Value
£2,850,000
Published
17 Feb 2025
Closes
15 Jul 2024
Procurement details
Source
Find a Tender
Region
York
Procurement method
Selective
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79212000
Auditing services
48610000
Database systems
48611000
Database software package
71315400
Building-inspection services
71631000
Technical inspection services
Lots
Lot 1 Service Quality Management System
Value not provided
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 othe...
Delivery: United Kingdom
Lot 2 Service Quality Register
Value not provided
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 ma...
Delivery: United Kingdom
Lot 3 Service Quality App/inspections software
Value not provided
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...
Delivery: United Kingdom
Lot 4 Service Quality Inspections
Value not provided
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 Servi...
Delivery: United Kingdom
Documents
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Contains public sector information licensed under the Open Government Licence v3.0.