Section one: Contracting entity
one.1) Name and addresses
South Western Railway (FirstGroup)
London
procurementandcontracts@swrailway.com
Country
United Kingdom
NUTS code
UKI32 - Westminster
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://s2c-uk62.waxdigital.com/FirstGroupPlc/SignIn.aspx
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://s2c-uk62.waxdigital.com/FirstGroupPlc/SignIn.aspx
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Service Quality Regime
two.1.2) Main CPV code
- 63711000 - Support services for railway transport
two.1.3) Type of contract
Services
two.1.4) Short 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
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for all lots
two.2) Description
two.2.1) Title
Lot 1 - Service Quality Management System
Lot No
1
two.2.2) Additional CPV code(s)
- 48420000 - Facilities management software package and software package suite
- 48781000 - System management software package
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Software to manage service quality regime.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
Option to renew for a further 24months.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Option not to renew contract for a further 24months.
two.2) Description
two.2.1) Title
Lot 2 - Service Quality Register
Lot No
2
two.2.2) Additional CPV code(s)
- 48421000 - Facilities management software package
- 48610000 - Database systems
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Service quality electronic register to manage detailed list of facilities and services for each service quality area for every station and carriage type on trains.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
Option to renew for a further 24months.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Option not to renew contract for a further 24months.
two.2) Description
two.2.1) Title
Lot 3 Service Quality App/inspections software
Lot No
3
two.2.2) Additional CPV code(s)
- 48421000 - Facilities management software package
- 72416000 - Application service providers
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Software capable of recording performance against all of the elements of the Service Quality Register to allow both inspections and re-inspections of trains and stations to be carried out.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
Option to renew for a further 24months.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Option not to renew contract for a further 24months.
two.2) Description
two.2.1) Title
Lot 4 - Service Quality Inspections
Lot No
4
two.2.2) Additional CPV code(s)
- 71631000 - Technical inspection services
- 79342320 - Customer-care services
- 79993100 - Facilities management services
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Services to monitor the quality of delivery with an intensive programme of inspections across rail networks on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of customer experience.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
Option to renew for a further 24months.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
Option not to renew contract for a further 24months.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
18 June 2021
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
18 June 2021
Local time
12:01pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
To be advised
London
Country
United Kingdom