Service Quality Regime
South Western Railway (FirstGroup)contractFind a Tender ↗Ref ocds-h6vhtk-02b17932014L0025closed for bids
Estimated value
—
services
Awarded value
—
Suppliers
0
Lots
4
0 awarded
Published
14 May 2021
Deadline 18 Jun 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
- 4842000048781000484210004861000072416000716310007934232079993100
- Contract locations
- North East EnglandNorth West EnglandEast MidlandsWest MidlandsEast of EnglandLondonSouth East EnglandSouth West England
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Qualitative Questions | 30 | quality | — |
| — | 70 | price | — |
Submission & procedure
- Submission deadline
- 18 Jun 2021, 11:00 am
- Submission address
- https://s2c-uk62.waxdigital.com/FirstGroupPlc/SignIn.aspx ↗
- Procedure
- Open procedure
Lots · 4 total
Divisions of the contract. Each lot can be awarded separately.
| Lot | Title | Est. value | Status |
|---|---|---|---|
| 1 | Lot 1 - Service Quality Management System | — | active |
| 2 | Lot 2 - Service Quality Register | — | active |
| 3 | Lot 3 Service Quality App/inspections software | — | active |
| 4 | Lot 4 - Service Quality Inspections | — | active |