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

West Midlands Trains (WMT) are requesting expressions of interest for a staffing solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR).

Interested Parties will need to demonstrate the way in which they will create and maintain an SQR Register which records a comprehensive register of all specified assets across all stations within the WMT SQR Regime. The SQR Register will include station plans showing prescribed asset locations and photographs of the prescribed assets.

A detailed SQR Manual will also be created and maintained by the successful bidder, ensuring compliance with the detailed requirements of the SQR. These documents will be maintained digitally and made available to the successful bidder's staff, WMT and the Department for Transport (DfT).

Proposals from shortlisted tenderers will outline the way in which a programme of independent audits will be delivered on station, on train and online during each 4-week Railway Period, to a specification set by the DfT. This will include initial inspections of assets (on station and on train), to the standards agreed in the SQR Manual and SQR Register. It will also include the need for interaction with WMT staff in person and online in order to undertake an assessment of Customer Service interactions and the provision of information by WMT. The successful bidder will also be responsible for delivering a programme of physical re-inspections at stations, following a specified period in which WMT will seek to rectify issues highlighted within the initial audit.

The successful bidder will ensure that all audits are undertaken by trained personnel who understand both the highly detailed requirements of the WMT SQR and have an awareness of the railway environment in which they are operating. The successful bidder will also work collaboratively with the successful bidder for Lot 2 (SQR Technology) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2

Scoring Matrix

The PQQ scoring will be as follows:-

SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE

0 - Question not answered or answer is irrelevant. - Not answered/irrelevant.

1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission.

2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard.

3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard.

4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard.

5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading.

SCORING PROCESS

Where Yes is the required answer:

YES = PASS

NO = FAIL

WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection.

Where NO is the required answer

NO = PASS

YES = FAIL

WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.

West Midlands Trains (WMT) are requesting proposals for a technology solution which will ensure we deliver on our key contractual requirements to have in place a Service Quality Regime (SQR).

Interested parties will need to set out the way in which bidders will deliver a best-in-class technology solution for WMT which fully delivers our contractual and technical requirements of the SQR.

Interested parties will outline the way in which they will support the successful supplier for Lot 1 (SQR Staffing) through the provision of a solution which allows the accurate and timely capture of audit data from stations, trains and online inspections undertaken by the Lot 1 supplier. This includes initial inspections as well as the management of the specified timelines for physical re-inspections of some Station assets.

Shortlisted bidders will need to clearly demonstrate their ability to develop and deliver a system for WMT which manages all key aspects of the SQR regime. This includes but is not limited to:

• Integration of the individual SQR audit reports into a backend system which ensure audit and Regime compliance.
• Management of audit failure triage, notification of audit failures to accountable managers within WMT and other 3rd parties and allows evidence of failure rectification into the solution.
• Delivery of multiple APIs to 3rd party fault reporting suppliers, ensuring that SQR failures are logged within these systems and that closure of these failures flows back into the successful bidder's solution.
• Management of all time-specified audits and failure resolutions within the supplier solution
• Delivery of real-time and other data reports, including the DfT Standardised Report. Bidders will need to demonstrate their ability to understand and deliver the specific requirements of the DfT Standardised Report and WMT's other insight and reporting requirements.

The successful bidder for this Lot 2 will also work collaboratively with the successful bidder for Lot 1 (SQR Staffing) in order to ensure WMT's contractual compliance with the SQR. Additional information: Interested parties should contact the named person by email at Section I.1 to register interest and request the Prequalification Questionnaire which shall be required to be completed by the time limit for receipt of expressions of interest at Section IV.2.2

Scoring Matrix

The PQQ scoring will be as follows:-

SCORE GIVEN - QUALITATIVE GUIDANCE - SHORT GUIDANCE

0 - Question not answered or answer is irrelevant. - Not answered/irrelevant.

1 - Weak : Insufficient information to enable evaluation or contains major shortcomings or errors to make it non-complaint. - Worst in class/errors in submission.

2 - Below Satisfactory : partially complaint answer but with obvious deficiencies. Brief or incomplete answers with little or no supporting detail or wholly generic answer. - Below industry standard.

3 - Satisfactory : Answer meets the minimum requirements but lack convincing supporting detail to give confidence that they will meet requirements. Some attempt to provide relevant answers not generic. - In line with industry standard.

4 - Good : Thorough response with relevant supporting detail and evidence to give confidence that the requirements will be met. Tailored answers. - Above industry standard.

5 - Excellent : Comprehensive and well-structured response with excellent supporting evidence. Wholly bespoke for the protect and demonstrates exceptional understanding of the requirements. - Market leading.

SCORING PROCESS

Where Yes is the required answer:

YES = PASS

NO = FAIL

WMT will assess additional information provided by the interested parties who select NO, but have additional information to justify their selection.

Where NO is the required answer

NO = PASS

YES = FAIL

WMT will assess additional information provided by the interested parties who select YES, but have additional information to justify their selection.