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Published 27 May 2022, 15:15 BST

Official UK procurement notice

The Provision of Mystery Shopping

Official notice

Authority: FIRST GREATER WESTERN LIMITED (Public body)

ServicesNegotiated procedure with prior call for competition
Sectors: Business Services & Consultancy (79) Delivery: London (UKI)South West (UKK)Wales (UKL)
Published estimate£400,000≈ £73k / year
Submissions closed 22 Jun 2022
Contract term 5 yrs 6 moends 30 Jun 2028 · starts 8 Jan 2023

What is being bought

Published requirement description

The Provision of Mystery Shopping Services to First Greater Western Railway

CPV: Market research services

The lotProcurement structure

single lot · value published
Lot #1The aim of the Mystery Shop programme is to measure the consistency of service… 5 yrs 6 moPublished value£400,000

The aim of the Mystery Shop programme is to measure the consistency of service delivery against the prescribed Customer Service and proposition standards GWR have laid out. Mystery Shops will be required to be conducted across all days of the week including weekends and Bank Holidays and conducted between the core hours of 07.00 and 19.00 to ensure a spread of audits across the times of days during a period. The exception to this will be Christmas Day and Boxing Day and any other days or periods that GWR will notify the supplier of when it is unfeasible to conduct Mystery Shopping.

For the Night Riviera the days of the week are Sunday to Friday, with one service in either direction on each of those evenings. There is no Saturday service in either direction.

Audits will need to have the capability to use scoring such that critical aspects of the audit may receive a higher 'weighting' to an overall audit result.

Contract period: 8 Jan 2023 – 30 Jun 2028 (5 yrs 6 mo)
Delivery: London, South West, Wales
Variant bids: not allowed

Procedure terms & legal framework

From the official record
Procedure method
Negotiated procedure with prior call for competition
Legal basis
CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
Procurement category
Services
Notice status
Closed
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Unspecified in notice
Recurring procurement
No (one-off requirement)
First published
27 May 2022, 15:15 BST
Last source update
27 May 2022, 15:15 BST
FTS notice number
2022/S 000-014940
Classification (CPV)
Market research services
Delivery area
London (UKI)South West (UKK)Wales (UKL)
Official registry OCID
ocds-h6vhtk-034102 Find a Tender

How it was run

Official notice
Submission deadline
22 Jun 2022, 12:00 BST
Submission channel
{"written"}
Accepted languages
en
Participation fee
document
Bid validity
180 days from the deadline

Timeline

27 May 2022 → 8 Jan 2023 · 4 dates
  1. Notice published
    27 May 2022, 15:15 BST
  2. Submission deadline
    22 Jun 2022, 12:00 BST
  3. Invitations to tender expected
    23 Jun 2022, 00:00 BST
  4. Contract starts
    8 Jan 2023

Contracting authority & participating public bodies

FIRST GREATER WESTERN LIMITED

Contracting authorityPublic bodyRailway services Milford House,1 Milford Street, SWINDON, South West, SN11HLContact name, email, phone Published organisation website ↗

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

  • Economic and financial selection criteriatenderEconomic and financial selection criteria
  • Technical selection criteriatenderTechnical selection criteria