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Official procurement procedure

Service Quality Regime

Application service providers
Customer-care services
Database systems
+6 more
North East (UKC)
North West (UKD)
East Midlands (UKF)
West Midlands (UKG)
Published value
Not published
Submission deadline Not published
Lots published4
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: South Western Railway: "Service Quality Regime". Published status: complete. Published value: Value not published. 4 published lots. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthoritySouth Western RailwayScope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: South Western Railway
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for South Western Railway. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
Not availableNo published reports
Bid counts are not published for this buyer
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 5 active published awards; 0 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthoritySouth Western Railway
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published27 Sept 2021, 12:40 BST
Last source update27 Sept 2021, 12:40 BST
Recurring procurementNot published
ClassificationApplication 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
Delivery area
North East (UKC)
North West (UKD)
East Midlands (UKF)
West Midlands (UKG)
OCIDocds-h6vhtk-02b179
What is being bought
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
What changed
From the official release history
  1. Status changed to complete
    27 Sept 2021, 12:40 BST
  2. Official notice release published
    27 Sept 2021, 12:40 BST
  3. Buyer information updated
    27 Sept 2021, 12:40 BST
  4. Status changed to published status
    19 May 2021, 15:52 BST
  5. Official notice release published
    19 May 2021, 15:52 BST
  6. Submission deadline changed to published date
    19 May 2021, 15:52 BST
  7. Status changed to active
    14 May 2021, 18:41 BST
  8. Official notice release published
    14 May 2021, 18:41 BST
  9. Submission deadline changed to 18 Jun 2021, 12:00 BST
    14 May 2021, 18:41 BST
  10. Buyer information updated
    14 May 2021, 18:41 BST
Lots and requirements (4)
Published by the contracting authority
  • Lot 1 · #1
    Lot 1 - Service Quality Management System
    cancelled
    Published valueNot published
    Software to manage service quality regime.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
  • Lot 2 · #2
    Lot 2 - Service Quality Register
    cancelled
    Published valueNot published
    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.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
  • Lot 3 · #3
    Lot 3-Service Quality App/inspections software
    cancelled
    Published valueNot published
    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.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
  • Lot 4 · #4
    Lot 4 - Service Quality Inspections
    cancelled
    Published valueNot published
    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.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    27 Sept 2021, 12:40 BST
  2. Award active
    Not published · Not published
  3. Award active
    Not published · Not published
  4. Award active
    Not published · Not published
  5. Award active
    Not published · Not published
  6. Contract active
    Signed 12 Aug 2021, 00:00 BST · Not published
  7. Contract active
    Signed 12 Aug 2021, 00:00 BST · Not published
  8. Contract active
    Signed 12 Aug 2021, 00:00 BST · Not published
  9. Contract active
    Signed 12 Aug 2021, 00:00 BST · Not published
Commercial outcome and competition
Awards
Service Quality Management System
Not published · Not published · active
Service Quality Register
Not published · Not published · active
Service Quality App/ inspections software
Not published · Not published · active
Service Quality Inspections and Re-inspections
Not published · Not published · active
Contracts
Service Quality Management System
Not published · signed 12 Aug 2021, 00:00 BST · active
Service Quality Register
Not published · signed 12 Aug 2021, 00:00 BST · active
Service Quality App/ inspections software
Not published · signed 12 Aug 2021, 00:00 BST · active
Service Quality Inspections and Re-inspections
Not published · signed 12 Aug 2021, 00:00 BST · active
Bid statisticsNo aggregate bid statistics published
Buyer and organisations in this procedure

South Western Railway

Contracting authority GB-FTS-29383
View buyer profile
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published