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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
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.1.5) Estimated total value
Value excluding VAT: £2,850,000
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for all lots
Maximum number of lots that may be awarded to one tenderer: 4
The contracting authority reserves the right to award contracts combining the following lots or groups of lots:
1,2,3, and 4
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
In order to deliver and manage the SQR, we are looking for a supplier to provide a Service Quality Management System (SQMS). The SQMS must be capable as a minimum of 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) - Depending on the solution, this could be part of the SQMS or the Service Quality Inspections App/software (see Lot 3) •Comprehensive reporting functionality, either built-in or through exporting data, ideally capable of calculating our performance against a set calculation for each Service Quality Area/Indicator •The data is and remains the property of LNER and NTL and the data schema/definitions must be made available to LNER and NTL as part of this service provision. •LNER and NTL must be able to access the data at any time and frequency with the ability to extract and download the data in a flat file format.
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
36
This contract is subject to renewal
Yes
Description of renewals
2 extension options of further periods of 12 months each.
two.2.10) Information about variants
Variants will be accepted: No
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.2.5) 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
36
This contract is subject to renewal
Yes
Description of renewals
2 extension options of further periods of 12 months each
two.2.10) Information about variants
Variants will be accepted: No
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
We require a piece 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. Depending on solution chosen, we may require this software to be capable of “Instant” fault reporting via data transfer from the SQMS to other systems (e.g., our fleet and facilities management systems) using API. If this functionality is not required under Lot 3, then it would be required as part of the SQMS functionality under Lot 1. We expect, as a minimum, the following functionality and at no additional cost to Northern or LNER:- •Access to a client portal with real time dashboards showing the data and trends outlined in this Specification. •Access to the raw data within a reasonable timeframe which should be in a downloadable format (i.e. Excel flat file). •Access to field maps/data schema. •To cooperate with any workshops that NTL and/or LNER may convene from time to time for the purposes of system design and integration. •Should be capable of being transferred to another provider if necessary (i.e. when the agreement comes to an end). •Accessibility to any online portals should have an uptime of not less than 98%.
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
36
This contract is subject to renewal
Yes
Description of renewals
2 extension options of further periods of 12 months each
two.2.10) Information about variants
Variants will be accepted: No
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
There is a requirement to monitor 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. Required volumes per period are distributed across the day and between the days of the week in proportion to typical passenger use of the relevant station across the day and the days of the week in each Reporting Period. Such Station Service Quality Inspections shall be reasonably apportioned so that subsequent Service Quality Inspections in respect of each relevant station are not unduly concentrated on a particular time of the day or day of the week.
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
36
This contract is subject to renewal
Yes
Description of renewals
2 extension options of further periods of 12 months each
two.2.10) Information about variants
Variants will be accepted: No
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.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with several operators
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
15 July 2024
Local time
3:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/7C6G2PW98H
GO Reference: GO-2024417-PRO-25765461
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