Section one: Contracting entity
one.1) Name and addresses
South Western Railway
-
-London
SE19LQ
ProcurementandContracts@swrailway.com
Country
United Kingdom
NUTS code
UKI32 - Westminster
Internet address(es)
Main address
https://www.firstgroupplc.com/
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
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.2.11) Information about options
Options: Yes
Description of options
Option 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)
- 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.2.11) Information about options
Options: Yes
Description of options
Option to renew 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
Quality criterion - Name: Qualitative Questions / Weighting: 30
Price - Weighting: 70
two.2.11) Information about options
Options: Yes
Description of options
Option to renew 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.2.11) Information about options
Options: Yes
Description of options
Option to renew 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: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-010760
Section five. Award of contract
Lot No
Lot 1
Title
Service Quality Management System
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 August 2021
Section five. Award of contract
Lot No
Lot 2
Title
Service Quality Register
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 August 2021
Section five. Award of contract
Lot No
Lot 3
Title
Service Quality App/ inspections software
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 August 2021
Section five. Award of contract
Lot No
Lot 4
Title
Service Quality Inspections and Re-inspections
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 August 2021
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
TBA
London
Country
United Kingdom