Tender

Provision of Service Quality Regime (SQR) System

XC TRAINS LIMITED

UK4: Tender notice - Procurement Act 2023 - view information about notice types

Notice identifier: 2025/S 000-062909

Procurement identifier (OCID): ocds-h6vhtk-05a9a1

Published 7 October 2025, 2:37pm

Scope

Description

XC Trains Limited (XC) operates passenger rail services over those routes listed within Appendix 2 of the ITP document. XC is a unique operation in that it runs from the Southwest in England to the North of Scotland and is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham.

The Service Quality Regime (SQR) was set up by the Department for Transport (DfT) to incentivise Train Operating Companies (TOCs) to ensure customer experience standards across the railway network are maintained and improved. The regime is defined in the National Rail Contracts (NRCs) that exist between TOCs and the DfT, including in XC's NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the SQR, and the repercussions if they are not.

XC's SQR has been in place since late 2021 and has seen a few changes since it first started. XC is also proud to have helped the DfT trial changes to SQR during this time to pave the way for other TOCs following in the future.

The key elements and strategic objectives of the Project are:

- A cloud-based database for all SQR-related data, including an SQ Register, reference data, inspection data and rectification evidence data and provision of inspection forms to be used by third party inspectors;

- An inspection forms system that will be used by third-party inspectors and Mystery Shoppers on their mobile devices to undertake and submit inspection data and provision of inspection-related notifications;

- A web-based Back-office System for XC users and inspections supplier quality controllers to view and work with inspection data including the recording of rectification evidence, and creation and maintenance of application programming interfaces (APIs);

- System functionality to generate email notifications in response to triggers linked to data being created or modified within the database;

- APIs to enable the system to integrate with other systems; and

- Reporting both on a regular cycle and as required.

- The purpose of the Procurement is to select a supplier to provide a Service Quality Regime System.

Total value (estimated)

£360,000 including VAT

Above the relevant threshold

Contract dates (estimated)

20 February 2026 to 20 February 2029
Possible extension to 20 February 2031
5 years, 1 day

Description of possible extension:

Details of this will be shared in the main tender

document.

Options

The right to additional purchases while the contract is valid.

Details of this will be shared in the main tender

document.

Main procurement category

Goods

CPV classifications

48000000 - Software package and information systems

Contract locations

UKC - North East (England)
UKD - North West (England)
UKE - Yorkshire and the Humber
UKF - East Midlands (England)
UKG - West Midlands (England)
UKH - East of England
UKI - London
UKJ - South East (England)
UKK - South West (England)
UKL - Wales
UKM - Scotland

Participation

Legal and financial capacity conditions of participation

Please see associated documents for information

Technical ability conditions of participation

Please see associated documents for information

Particular suitability

Small and medium-sized enterprises (SME)

Submission

Enquiry deadline

17 October 2025, 5:00pm

Submission type

Requests to participate

Deadline for requests to participate

3 November 2025, 5:00pm

Submission address and any special instructions

All requests to participate and tender submissions should be sent to sqrsystem.admin@crosscountrytrains.co.uk by the deadlines listed within the associated documentation

https://www.crosscountrytrains.co.uk/

Tenders may be submitted electronically

Yes

Languages that may be used for submission

English

Suppliers to be invited to tender

Maximum 4 suppliers

Selection criteria:

Please see ITP document for more information

Award decision date (estimated)

20 February 2026

Award criteria

This table contains award criteria for this lot
Name	Description	Type	Weighting
Technical	Please see associated documents for more information	Quality	55%
Commercial	Please see associated documents for more information	Price	40%
Legal	Please see associated documents for more information	Quality	5%

Other information

Payment terms

Please see associated documents for more information

Description of risks to contract performance

Please see associated documents for more information

Conflicts assessment prepared/revised

Yes

Procedure

Procedure type

Competitive flexible procedure

Competitive flexible procedure description

Procurement Specific Questionnaire/ Invitation to Participate

Down Selection

Invitation to Tender Stage

BAFO option

Preferred Bidder Stage

Documents

Contracting authority

XC TRAINS LIMITED

Companies House: 04402048
Public Procurement Organisation Number: PMZG-5533-GPWG

C/O Arriva Plc 1 Admiral Way

Business Park

SR3 3XP

United Kingdom

Email: sqrsystem.admin@crosscountrytrains.co.uk

Region: UKC23 - Sunderland

Organisation type: Private utility