Section one: Contracting entity
one.1) Name and addresses
Northern Trains Limited (NTL)
George Stephenson House, Toft Green
York
YO1 6JT
Contact
Robin Horsman
Robin.Horsman@northernrailway.co.uk
Telephone
+44 7827937566
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
one.1) Name and addresses
London North Eastern Railway Limited
West Offices, Station Rise
York
YO1 6GA
Contact
Annie Bradbury
Country
United Kingdom
Region code
UK - United Kingdom
National registration number
04659712
Internet address(es)
Main address
one.1) Name and addresses
TransPennine Trains Limited
Great Minster House,, 33 Horseferry Road,
London
SW1P 4DR
Contact
Cheri Falkner
Country
United Kingdom
Region code
UK - United Kingdom
National registration number
12544930
Internet address(es)
Main address
one.2) Information about joint procurement
The contract involves joint procurement
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Service Quality Regime (SQR) and Related Services
Reference number
PL-23-337
two.1.2) Main CPV code
- 79212000 - Auditing services
two.1.3) Type of contract
Services
two.1.4) Short description
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 Management System 2.Service Quality Register 3.Service Quality App/inspections software 4.Service Quality Inspections There will also be a requirement to deliver reporting and insights in order to ensure full compliance with the SQR. During the life of any agreement there may also be an opportunity for TransPennine Trains Limited (TPT) to join the arrangement with further details provided in the tender documents.
two.1.6) Information about lots
This contract is divided into lots: Yes
two.2) Description
two.2.1) Title
Service Quality Management System
Lot No
1
two.2.2) Additional CPV code(s)
- 48610000 - Database systems
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
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 other systems (e.g., fleet and facilities management systems).
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Service Quality Register
Lot No
2
two.2.2) Additional CPV code(s)
- 48610000 - Database systems
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
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 management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:- •description, purpose and quantity of each facility or service •photographic evidence of each facility or service •details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Service Quality App/inspections software
Lot No
3
two.2.2) Additional CPV code(s)
- 48611000 - Database software package
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
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', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Service Quality Inspections
Lot No
4
two.2.2) Additional CPV code(s)
- 71315400 - Building-inspection services
- 71631000 - Technical inspection services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
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 Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-012449
Section five. Award of contract
A contract/lot is awarded: No
five.1) Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section six. Complementary information
six.3) Additional information
Discontinuation of procedure as LNER and NTL have received instructions from the Department of Transport that the requirements regarding service quality have changed significantly and therefore the specification issued with this ITN is no longer reflective of the service delivery expectations.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=926522494
GO Reference: GO-2025217-PRO-29463671
six.4) Procedures for review
six.4.1) Review body
Department for Transport
, Great Minster House,, 33 Horseferry Road
London
SW1P 4DR
Country
United Kingdom