Section one: Contracting authority/entity
one.1) Name and addresses
FIRST MTR SOUTH WESTERN TRAINS LIMITED
8th Floor,The Point, 37 North Wharf Road
LONDON
W21AF
Contact
Ibolya Kormos-spring
ibolya.kormos-spring@swrailway.com
Telephone
+44 7971564977
Country
United Kingdom
Region code
UKI32 - Westminster
Companies House
07900320
Internet address(es)
Main address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Service Quality inspection, reporting and system integration
two.1.2) Main CPV code
- 72225000 - System quality assurance assessment and review services
two.1.3) Type of contract
Services
two.1.4) Short description
- Sufficient information to be provided in the Live Dashboard to allow understanding of scores within specific weeks/periods relating to initial inspections and reinspection pass rates, and the driver of those scores in terms of fails by indicator/criteria.
- Reporting dashboard should be flexible to change, easy-to-use, and with varying levels of access tailored to the job role of the viewer.
- In addition, provide a function by which all 'raw data' can be downloaded in Excel format, including pass/fail data for each indicator and criteria for each individual inspection and re-inspection over any specified date range or specified railway periods. Data should be filterable prior to download if specific information is required (e.g. by indicator).
Section six. Complementary information
six.6) Original notice reference
Notice number: 2024/S 000-031356
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
II.1.4
Place of text to be modified
II.1.4) Short description
Read
Text
Under the terms of the National Rail Contract, SWR is required to deliver a comprehensive Service Quality Regime (SQR) to measure and report on the delivery of specific customer service standards across trains, stations, and online. The SQR covers the physical environment of stations and trains, the service provided by colleagues, and the customer experience of various online channels. Standards are assessed through a programme of overt station and carriage inspections, alongside separate covert customer service inspection, or 'mystery shops'.
SWR is seeking a supplier to deliver the SQR programme of inspections, alongside all associated reporting, secure data processing and back-office requirements in support of the scheme. We would welcome submissions from single organisations seeking to comprehensively deliver all requirements, or multiple organisations delivering the requirements through partnership working.
Key deliverables include:
- SQR Register
- Station Service Quality Inspections
- Station Service Quality Reinspections
- Carriage Service Quality Inspections
- Carriage Recification Evidence Assessments
- Customer Service Quality Assessments
- Accessible Customer Service Quality Assessments
- Inspection Interface/App and Device
- Online 'back office' system
- Calculation of Scores and Reporting
- Live Reporting Dashboard