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Published 14 May 2021, 18:41 BST

Official UK procurement notice

Service Quality Regime · UK public procurement notice

Official notice

Authority: SOUTH WESTERN RAILWAY LIMITED (Public body)·Consortium: 2 public authorities

4 lotsServicesOpen procedure
Sectors: Software Packages & ERP (48)Supporting and auxiliary transport services; travel agencies services (63)Architecture & Engineering (71)
+2 moreIT Services & Software (72)Business Services & Consultancy (79)
 Delivery: North East (UKC)North West (UKD)East Midlands (UKF)
+5 moreWest Midlands (UKG)East of England (UKH)London (UKI)South East (UKJ)South West (UKK)
Budget not disclosedValue not published
Submissions closed 18 Jun 2021awarded 12 Aug 2021
Lots 4see the lot list below

What is being bought4 lots · detail below

Published requirement description

The Client wants to improve the quality of presentation of their stations and trains and to

monitor and improve levels of customer service from front-line colleagues and on our social

media. To achieve this, we are introducing Service Quality Regimes (SQR). This would cover

as a minimum:

Station inspections

Train inspections

Customer Service mystery shopping

Re-inspections for failures to confirm improvement

CPV: Application service providers · Customer-care services · Database systems · Facilities management services · Facilities management software package · Facilities management software package and software package suite · Support services for railway transport · System management software package · Technical inspection services

Lots and requirements (4)Procurement structure

4 lots · no lot values published
Lot #1Service Quality Management SystemCancelledRenewal

Software to manage service quality regime.

Delivery: North East, North West, East Midlands, West Midlands, East of England, London, South East, South West
Extensions: Option to renew contract for a further 24months. · Option to renew for a further 24months.Variant bids: not allowed
48420000 Facilities management software package and software package suite48781000 System management software package
Lot #2Service Quality RegisterCancelledRenewal

Service quality electronic register to manage detailed list of facilities and services for each service quality area for every station and carriage type on trains.

Delivery: North East, North West, East Midlands, West Midlands, East of England, London, South East, South West
Extensions: Option to renew for a further 24months. · Option to renew for a further 24months.Variant bids: not allowed
48421000 Facilities management software package48610000 Database systems
Lot #3Service Quality App/inspections softwareCancelledRenewal

Software capable of recording performance against all of the elements of the Service Quality Register to allow both inspections and re-inspections of trains and stations to be carried out.

Delivery: North East, North West, East Midlands, West Midlands, East of England, London, South East, South West
Extensions: Option to renew for a further 24months. · Option to renew for a further 24months.Variant bids: not allowed
48421000 Facilities management software package72416000 Application service providers
Lot #4Service Quality InspectionsCancelledRenewal

Services to monitor the quality of delivery with an intensive programme of inspections across

rail networks on stations, trains and for customer service elements at all times of the day and

week to provide a representative measure of customer experience.

Delivery: North East, North West, East Midlands, West Midlands, East of England, London, South East, South West
Extensions: Option to renew for a further 24months. · Option to renew for a further 24months.Variant bids: not allowed
71631000 Technical inspection services79342320 Customer-care services79993100 Facilities management services

What it takes to win
i

How this buyer will score bids.

The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more
How bids were scored
Quality: 30%Price: 70%
Published sub-criteria (2)
  • Qualitative Questions: 30%
  • price: 70%
What this means for your bid
  • Price carries 70 of 100 points: a 10% discount moves about 7 points. This one is won on the number: sharpen the price before polishing the prose.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record
Procedure method
Open procedure
Legal basis
CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
Procurement category
Services
Notice status
Awarded
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Yes (GPA)
Recurring procurement
No (one-off requirement)
First published
14 May 2021, 18:41 BST
Last source update
27 Sept 2021, 12:40 BST
Award evaluation window
18 Jun 2021 – …
FTS notice number
2021/S 000-023932
Classification (CPV)
Application service providersCustomer-care servicesDatabase systemsFacilities management servicesFacilities management software packageFacilities management software package and software package suiteSupport services for railway transportSystem management software packageTechnical inspection services
Delivery area
North East (UKC)North West (UKD)East Midlands (UKF)West Midlands (UKG)East of England (UKH)London (UKI)South East (UKJ)South West (UKK)
Official registry OCID
ocds-h6vhtk-02b179 Find a Tender

How it was run

Official notice
Run through: portal not identified
Language: EN
Submission deadline
18 Jun 2021, 12:00 BST
Submission channel
{"electronicSubmission"}
Accepted languages
en
Bids opened
18 Jun 2021, 12:01 BST
Detailed submission instructions & authority contactsFrom official release

s2c-uk62.waxdigital.com/FirstGroupPlc/SignIn… ↗

Timeline

18 Jun 2021 → 27 Sept 2021 · 3 dates
  1. Submission deadline
    18 Jun 2021, 12:00 BST
  2. Bids opened
    18 Jun 2021, 12:01 BST
  3. Notice published
    27 Sept 2021, 12:40 BST

Notice history

2 events · 3 releases on Find a Tender · since 27 Sept 2021
  1. Status changed to complete
    27 Sept 2021, 12:40 BST
  2. Buyer details updated
    27 Sept 2021, 12:40 BST
Published amendments (1)

Expression of Interest or request to participate should be sent to ProcurementandContracts@swrailway.com.

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 4
Contracts signed 4latest 12 Aug 2021

4 further award records carry no date or value.

Contracts

  • Service Quality Management System · supplier not published

    Signed
    12 Aug 2021
    Value
    —
    Status
    active

  • Service Quality Register · supplier not published

    Signed
    12 Aug 2021
    Value
    —
    Status
    active

  • Service Quality App/ inspections software · supplier not published

    Signed
    12 Aug 2021
    Value
    —
    Status
    active

  • Service Quality Inspections and Re-inspections · supplier not published

    Signed
    12 Aug 2021
    Value
    —
    Status
    active

Contracting authority & participating public bodies

2 public bodies on the notice

South Western Railway

Contracting authorityPublic bodyRailway services -, -London, London, SE19LQContact email

Consortium members and other public bodies

Dispute resolution & review bodies

  • TBAReview body London
  • To be advisedReview body London

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.