Section one: Contracting entity
one.1) Name and addresses
FIRST GREATER WESTERN LIMITED
Milford House,1 Milford Street
SWINDON
SN11HL
Contact
Eddie Townsend
Telephone
+44 7747123975
Country
United Kingdom
NUTS code
UKK14 - Swindon
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
https://procurement.gwr.com/tenders
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
The Provision of Mystery Shopping
two.1.2) Main CPV code
- 79310000 - Market research services
two.1.3) Type of contract
Services
two.1.4) Short description
The Provision of Mystery Shopping Services to First Greater Western Railway
two.1.5) Estimated total value
Value excluding VAT: £400,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKK - South West (England)
- UKL - Wales
two.2.4) Description of the procurement
The aim of the Mystery Shop programme is to measure the consistency of service delivery against the prescribed Customer Service and proposition standards GWR have laid out. Mystery Shops will be required to be conducted across all days of the week including weekends and Bank Holidays and conducted between the core hours of 07.00 and 19.00 to ensure a spread of audits across the times of days during a period. The exception to this will be Christmas Day and Boxing Day and any other days or periods that GWR will notify the supplier of when it is unfeasible to conduct Mystery Shopping.
For the Night Riviera the days of the week are Sunday to Friday, with one service in either direction on each of those evenings. There is no Saturday service in either direction.
Audits will need to have the capability to use scoring such that critical aspects of the audit may receive a higher 'weighting' to an overall audit result.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £400,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
8 January 2023
End date
30 June 2028
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
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: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
22 June 2022
Local time
12:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
23 June 2022
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
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
First Greater Western Limited
Swindon
Country
United Kingdom