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Provision of Service Quality Regime (SQR) Inspection Services
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Descriptions
XC Trains Limited (XC) operates passenger rail services over those routes listed within Appendix 2 of the ITP document. XC is a unique operation in that it runs from the Southwest in England to the North of Scotland and is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham.
The Service Quality Regime (SQR) was set up by the Department for Transport (DfT) to incentivise Train Operating Companies (TOCs) to ensure customer experience standards across the railway network are maintained and improved. The regime is defined in the National Rail Contracts (NRCs) that exist between TOCs and the DfT, including XC's NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the Contract, and the repercussions if they are not.
XC's SQR has been in place since late 2021 and has seen a few changes since it first started. XC is also proud to have helped the DfT trial changes to SQR during this time to pave the way for other TOCs following in the future.
THE PROJECT
This Procurement is undertaken by XC on behalf of itself, and a successor operator of the XC.
The key elements and strategic objectives of the Project are:
- Train Service Regime (TSR) inspections by inspectors;
- Customer Service Regime (CSR) inspections by mystery shoppers;
- Accessible Customer Service Regime (ACSR) inspections by mystery shoppers with additional accessible needs;
- Provision of mobile devices to the supplier inspectors and mystery shoppers for running inspection forms; and
- Inspection data quality assurance.
Further details of the requirements can be found within the associated documents.
Timeline
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Tender Regions
CPV Codes
79311200 - Survey conduction services
71630000 - Technical inspection and testing services
79212000 - Auditing services
Keywords
financial audit
accounting audit
audit assurance
general audit
compliance check
audit planning
audit reporting
compliance auditing
financial assessment
testing verification
data collection services
auditing services
conformity evaluation
safety inspection
performance validation
fieldwork management
nondestructive testing
quality verification
audit verification
survey conduction
survey coordination
primary data collection
technical inspection
field survey execution
functional auditing
structural integrity checks
in-person survey operations
quantitative field surveys
empirical research support
questionnaire implementation
Tender Lot Details & Award Criteria
1 Tender Lots
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