Provision of Service Quality Regime (SQR) and Related Services

Provision of a Service Quality Management System (SQMS). delivering: An agnostic database capable of storing the data for the Service Quality Register (SQ Register), Inspections and Re-inspections (including internal evidencing) from multiple digital sources. “Instant” fault reporting while carrying out inspections through being able to link the SQMS to other systems (e.g., fleet and facilities management systems).

The SQ Register will contain a detailed list of facilities and services for each SQ Area for every station and carriage type on trains (LNER do not require train carriage inspections). This is to be a live repository with the ability for NTL’s and LNER’s employees (or facilities contractors) to update assets therein in accordance with our respective asset management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:-

• description, purpose and quantity of each facility or service
• photographic evidence of each facility or service
• details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against

Provision of software with which the chosen Inspections provider will use to carry out the inspections. This must be capable of recording performance against all of the elements of the SQ Register to allow both inspections and re-inspections to be carried out. It is essential that this software allows the user carrying out an inspection to clearly mark 'pass', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.

Monitoring of the quality of our delivery with a programme of inspections across our network on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of the experience our customers have. Users carrying out inspections will need to refer to and measure against the criteria set out in the Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.