Service Quality Regime

A Tender Notice
by SOUTH WESTERN RAILWAY (FIRSTGROUP)

Source
Find a Tender
Type
Contract (Services)
Duration
23.5 month
Value
___
Sector
TECHNOLOGY
Published
14 May 2021
Delivery
To 08 Jun 2023 (est.)
Deadline
18 Jun 2021 11:00

Concepts

Location

North East England:

Geochart for 1 buyers and 0 suppliers

1 buyer

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

Lot Division

1 Service Quality Management System

Software to manage service quality regime.
2 Lot 2 - Service Quality Register

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.
3 Service Quality App/inspections software

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.
4 Service Quality Inspections

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.

Renewal Options

Option to renew for a further 24months.

CPV Codes

  • 63711000 - Support services for railway transport
  • 48420000 - Facilities management software package and software package suite
  • 48781000 - System management software package
  • 48421000 - Facilities management software package
  • 48610000 - Database systems
  • 72416000 - Application service providers
  • 71631000 - Technical inspection services
  • 79342320 - Customer-care services
  • 79993100 - Facilities management services

Indicators

  • This is a one-off contract (no recurrence)
  • Options are available.
  • Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains