Provision of Service Quality (Auditing) Regime - (SQR)

West Midlands Trains (WMT) manages a total of 153 stations across our network. WMT are looking to identify suppliers to support the delivery of our Service Quality Regime (SQR). This regime is highly specified and is a critical deliverable as part of our contract with the Department for Transport.

We are seeking a supplier to deliver independent, accurate and timely audits across our network. These will take place on station, onboard our trains and online, requiring inspections of physical assets and interactions with our staff. In order to support these audits, a database of assets will need to be created and maintained as well as an audit manual which ensures the detailed requirements of the regime are correctly interpreted during audits.

We are seeking a supplier to deliver the technological requirements associated with the delivery of our SQR. This will include the provision of a technological solution to facilitate the recording of independent audit results, a solution to allow WMT to manage and respond to issues raised during audits, API integration with multiple 3rd party fault reporting databases. There will also be a requirement to deliver reporting and insights to WMT and the Department for Transport in order to ensure full compliance with the Regime.