Service Quality Regime (SQR): Inspection and Mystery Shopper Services
key details
| Value | £1,000,000 |
|---|---|
| Status | active |
| Category (CPV) | 79212000 |
| Region | East of England, London, South East |
| Deadline | 25 Oct 2021 |
| Contract start | 1 Mar 2022 |
| Contract end | 31 Mar 2025 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-35845058-221d-409a-af31-174a421730bc |
description
GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime.
GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping.
The requirement of the audit / inspection component of SQR: High level activities include (but are not limited to) the following:
| • | Continuous station / train inspections at the required volume, timing and locations each train operating period (a period comprises 4 weeks*). Inspection of listed station and fleet assets to be in accordance with defined quality assessment requirements and targets. |
| • | Inspections to be carried out at varying locations and times of day. |
| • | Reinspection requirement where an asset failed on the original audit / inspection. |
| • | Logging of inspections via handheld/smart devices. |
| • | Compliance with local station and safety procedures. |
| • | Provision of real-time (or near real-time) reports to nominated recipients. |
| • | Reporting of findings across audits / inspection. Regular dialogue/communication with nominated GTR personnel |
The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following:
| • | Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets. |
| • | The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance. |
| • | The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility. |
| • | Logging of inspections via handheld/smart devices. |
| • | Compliance with local station and safety procedures. |
| • | Provision of real-time (or near real-time) reports to nominated recipients. |
| • | Reporting of findings across mystery shops / inspection. |
| • | Regular dialogue/communication with nominated GTR personnel. |
documents
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e79535e5-d632-4d59-b445-ae86cca24d15 , tenderNotice
- https://www.contractsfinder.service.gov.uk/Notice/eefedc84-9641-4f27-a3b8-efabd6081710 , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 11 Oct 2021 | Tender amendment (tenderAmendment) | · | eefedc84-9641-4f27-a3b8-efabd6081710-475776 |
more from Govia Thameslink Railway Ltd
- Provision and hosting of an Electronic Competency Management System (ECMS) · £800,000 · 21 Feb 2025
- The Provision of The Manufacture and Supply of Staff Uniforms and Web Based Portal · £2,370,000 · 21 Feb 2025
- GTR0782 - Waste Disposal Tender · £13,000,000 · 20 Feb 2025
- THE PROVISION OF TEMPORARY WORKERS · £14,141,576 · 28 Nov 2024
- Govia Thameslink Railway (GTR) Travel Management Services · £1,449,396 · 7 Oct 2024
- Govia Thameslink Railway (GTR) Provision of Printing Services · £1,320,644 · 18 Sept 2024
- Govia Thameslink Railway (GTR) Occupational Health Physiotherapy Services · £660,000 · 6 Aug 2024
- Provision of Industrial Maintenance Products and Vendor Managed System · £1,500,000 · 31 May 2024
all contracts from this buyer →
similar contracts awarded
Other awarded contracts in the same category. Useful for seeing who normally wins this kind of work, and at what value.
- Award of VSEH250024 VisitScotland Internal Audit Services · VisitScotland · £600,000
- Compliance Quality Assurance Audit Services · Connexus Homes Limited
- Audit Services · Fylde Borough Council · £207,264
- RMBC - PT Reporting Accountant for Housing Benefit Assurance Process - AWARD · Runnymede Borough Council
- External Audit 25/26 · Cotswold District Council
- Metering Audit & Test Assurance Services · Low Carbon Contracts Company Ltd · £360,558
- External Audit Assurance Work · London Borough of Hackney · £91,224
- University External Audit Services · University of Brighton
source
Published on Contracts Finder. Contact details for named individuals are not reproduced on this site.