Provision of Service Quality inspection, reporting and system integration

A Contract Addendum Notice
by FIRST MTR SOUTH WESTERN TRAINS LIMITED

Source: Find a Tender
Type: Contract (Services)
Duration: 2 year (est.)
Value: ___

Sector: TECHNOLOGY
Published: 01 Oct 2024
Delivery: To 05 Nov 2026 (est.)
Deadline: n/a

Concepts

Location

LONDON

Geochart for 1 buyers and 0 suppliers

1 buyer

First MTR South Western Trains 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).

Ammendments to Previous Notice

2. II.1.4 II.1.4) Short description

Under the terms of the National Rail Contract, SWR is required to deliver a comprehensive Service Quality Regime (SQR) to measure and report on the delivery of specific customer service standards across trains, stations, and online. The SQR covers the physical environment of stations and trains, the service provided by colleagues, and the customer experience of various online channels. Standards are assessed through a programme of overt station and carriage inspections, alongside separate covert customer service inspection, or 'mystery shops'. SWR is seeking a supplier to deliver the SQR programme of inspections, alongside all associated reporting, secure data processing and back-office requirements in support of the scheme. We would welcome submissions from single organisations seeking to comprehensively deliver all requirements, or multiple organisations delivering the requirements through partnership working. Key deliverables include: - SQR Register - Station Service Quality Inspections - Station Service Quality Reinspections - Carriage Service Quality Inspections - Carriage Recification Evidence Assessments - Customer Service Quality Assessments - Accessible Customer Service Quality Assessments - Inspection Interface/App and Device - Online 'back office' system - Calculation of Scores and Reporting - Live Reporting Dashboard