Official UK procurement notice
Service Quality Regime · UK public procurement notice
Authority: SOUTH WESTERN RAILWAY LIMITED (Public body)·Consortium: 2 public authorities
What is being bought4 lots · detail below
Published requirement descriptionThe 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
CPV: Application service providers · Customer-care services · Database systems · Facilities management services · Facilities management software package · Facilities management software package and software package suite · Support services for railway transport · System management software package · Technical inspection services
Lots and requirements (4)Procurement structure
4 lots · no lot values publishedLot #1Service Quality Management SystemCancelledRenewal
Software to manage service quality regime.
Lot #2Service Quality RegisterCancelledRenewal
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.
Lot #3Service Quality App/inspections softwareCancelledRenewal
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.
Lot #4Service Quality InspectionsCancelledRenewal
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.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (2)
- Qualitative Questions: 30%
- price: 70%
- Price carries 70 of 100 points: a 10% discount moves about 7 points. This one is won on the number: sharpen the price before polishing the prose.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 14 May 2021, 18:41 BST
- Last source update
- 27 Sept 2021, 12:40 BST
- Award evaluation window
- 18 Jun 2021 – …
- FTS notice number
2021/S 000-023932- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02b179Find a Tender
How it was run
Official notice- Submission deadline
- 18 Jun 2021, 12:00 BST
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Bids opened
- 18 Jun 2021, 12:01 BST
Timeline
18 Jun 2021 → 27 Sept 2021 · 3 dates- Submission deadline18 Jun 2021, 12:00 BST
- Bids opened18 Jun 2021, 12:01 BST
- Notice published27 Sept 2021, 12:40 BST
Notice history
2 events · 3 releases on Find a Tender · since 27 Sept 2021- Status changed to complete27 Sept 2021, 12:40 BST
- Buyer details updated27 Sept 2021, 12:40 BST
Published amendments (1)
Expression of Interest or request to participate should be sent to [email protected].
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast4 further award records carry no date or value.
Contracts
Service Quality Management System · supplier not published
- Signed
- 12 Aug 2021
- Value
- —
- Status
- active
Service Quality Register · supplier not published
- Signed
- 12 Aug 2021
- Value
- —
- Status
- active
Service Quality App/ inspections software · supplier not published
- Signed
- 12 Aug 2021
- Value
- —
- Status
- active
Service Quality Inspections and Re-inspections · supplier not published
- Signed
- 12 Aug 2021
- Value
- —
- Status
- active
Contracting authority & participating public bodies
2 public bodies on the noticeConsortium members and other public bodies
- South Western Railway (FirstGroup)Contracting authorityRailway services
Dispute resolution & review bodies
- TBAReview body
- To be advisedReview body
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.