Service Quality Regime

South Western RailwaycontractFind a Tender ↗Ref ocds-h6vhtk-02b17932014L0025active

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Estimated value

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services

Awarded value

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Suppliers

Lots

0 awarded

Published

27 Sept 2021

Description

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

Scope

Reference: ocds-h6vhtk-02b179
Commercial tool: Standalone contract
Contract dates: Option to renew for a further 24months.
Main category: services
CPV classifications: 48420000
48781000
48421000
48610000
72416000
71631000
79342320
79993100
Contract locations: North East England
North West England
East Midlands
West Midlands
East of England
London
South East England
South West England

Award criteria

Criteria the buyer will use to evaluate bids.

Name	Description	Type	Weighting
Qualitative Questions	30	quality	—
—	70	price	—

Submission & procedure

Procedure: Open procedure

Award details· 4 awards

Awarded supplier(s), contract period and value as published in the award notice.

Awarded value

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Award date

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Contract start

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Contract end

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Lots · 4 total

Divisions of the contract. Each lot can be awarded separately.

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Lot	Title	Est. value	Status
1	Lot 1 - Service Quality Management System	—	cancelled
2	Lot 2 - Service Quality Register	—	cancelled
3	Lot 3-Service Quality App/inspections software	—	cancelled
4	Lot 4 - Service Quality Inspections	—	cancelled