Provision of Service Quality inspection, reporting and system integration

Concepts

• quality assurance system
• service quality inspection
• service quality inspections
• train service quality inspections
• customer service quality inspections
• stations service quality inspections
• service quality trains rectification evidence
• train service quality inspections, stations service quality inspections and customer service quality inspections
• a) service quality inspections
• where applicable service quality re

Location

LONDON

Description

- Sufficient information to be provided in the Live Dashboard to allow understanding of scores within specific weeks/periods relating to initial inspections and reinspection pass rates, and the driver of those scores in terms of fails by indicator/criteria. - Reporting dashboard should be flexible to change, easy-to-use, and with varying levels of access tailored to the job role of the viewer. - In addition, provide a function by which all 'raw data' can be downloaded in Excel format, including pass/fail data for each indicator and criteria for each individual inspection and re-inspection over any specified date range or specified railway periods. Data should be filterable prior to download if specific information is required (e.g. by indicator).

Total Quantity or Scope

Supply of Raw Data and Maintenance of Records - By the end of the 5th day following the end of each reporting period, provide a statement (disaggregated to separately show the total number of Train Service Quality Inspections, Stations Service Quality Inspections and Customer Service Quality Inspections carried out in that Reporting Period) setting out: - the raw data produced by any Service Quality Inspection (and where applicable Service Quality Re-inspections) and/or the recording of Service Quality Trains Rectification Evidence in the SQR Management System within the Relevant Rectification Period - the number of:  (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) carried out in respect of each Service Quality Schedule in that Reporting Period; and  (B) occasions on which SWR was required to record Service Quality Trains Rectification Evidence in the SQR Management System within the Relevant Rectification - the number of:  (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) where a "fail" was recorded in respect of a Service Quality Indicator in that Reporting Period; and  (B) Service Quality Failures occurring because of a failure to record suitable Trains Rectification Evidence within the relevant Rectification Period - the number of:  (A) Service Quality Inspections (and where applicable Service Quality Re-inspections) where a "pass" was recorded in respect of a Service Quality Indicator in that Reporting Period for each Service Quality Schedule; and  (B) occasions on which SWR was required to record Service Quality Trains Rectification Evidence and suitable evidence was provided within the relevant Rectification Period - for each Service Quality Schedule and in respect of a Service Quality Area, the total number of "passes" and "fails" recorded in respect of each Service Quality Indicator within each Area. - Maintain complete records of the results of each Service Quality Inspection and calculations of the Pass Rates in relation to Service Quality Inspections and provide any records or data to SWR upon request. - On the morning of each working day, supply a spreadsheet providing comprehensive details of all failures (including historical failures) that have occurred up to the end of the previous day, and the status of those failures. An example of the information required is given in Appendix X. Independent Audit - Work constructively and transparently with the independent auditor appointed by SWR each contract year and provide any requested evidence or case-studies to demonstrate that the Service Quality Regime is being delivered as required by the Secretary of State.

Renewal Options

Optional 3 year extension

CPV Codes

• 72225000 - System quality assurance assessment and review services

Indicators

• Bids should cover the whole contract.
• Renewals are available.