Service Quality Regime

A Contract Award Notice
by SOUTH WESTERN RAILWAY

Source
Find a Tender
Type
Contract (Services)
Duration
not specified
Value
___
Sector
TECHNOLOGY
Published
27 Sep 2021
Delivery
not specified
Deadline
n/a

Concepts

Location

North East England:

Geochart for 1 buyers and 4 suppliers

1 buyer

1 supplier

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 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.

Award Criteria
Qualitative Questions 30
price 70
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.

Award Detail

1 Unnamed (None)
  • Service Quality Management System
  • Reference: 023932-2021-1
2 Unnamed (None)
  • Service Quality Register
  • Reference: 023932-2021-2
3 Unnamed (None)
  • Service Quality App/ inspections software
  • Reference: 023932-2021-3
4 Unnamed (None)
  • Service Quality Inspections and Re-inspections
  • Reference: 023932-2021-4

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

  • Options are available.

Other Information

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

Reference

Domains