Published date: 24 September 2021

Last edited date: 11 October 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 25 October 2021, 4pm

Contract summary

Industry

  • Auditing services - 79212000

Location of contract

East of England, London, South East

Value of contract

£1,000,000

Procurement reference

EOI - Service Quality Regime

Published date

24 September 2021

Closing date

25 October 2021

Closing time

4pm

Contract start date

1 March 2022

Contract end date

31 March 2025

Contract type

Service contract

Procedure type

Restricted procedure (above threshold)

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime.

GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping.


The requirement of the audit / inspection component of SQR: High level activities include (but are not limited to) the following:
• Continuous station / train inspections at the required volume, timing and locations each train operating period (a period comprises 4 weeks*). Inspection of listed station and fleet assets to be in accordance with defined quality assessment requirements and targets.
• Inspections to be carried out at varying locations and times of day.
• Reinspection requirement where an asset failed on the original audit / inspection.
• Logging of inspections via handheld/smart devices.
• Compliance with local station and safety procedures.
• Provision of real-time (or near real-time) reports to nominated recipients.
• Reporting of findings across audits / inspection. Regular dialogue/communication with nominated GTR personnel

The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following:

• Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets.
• The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance.
• The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility.
• Logging of inspections via handheld/smart devices.
• Compliance with local station and safety procedures.
• Provision of real-time (or near real-time) reports to nominated recipients.
• Reporting of findings across mystery shops / inspection.
• Regular dialogue/communication with nominated GTR personnel.

More information

Attachments

  • GTR SQR Regime - EOI Final.pdf
  • Tender notice
  • Expression of Interest Service Quality Regime (SQR): Inspection / Auditing and Mystery Shopper Services and

About the buyer

Contact name

Adrian Jones

Address

24 Monument Street
LONDON
EC3R8AJ
England

Telephone

07580745612

Email

adrian.jones@gtrailway.com