Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

Description

As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover: • Station inspections • Train inspections • Customer Service mystery shopping • Re-inspections for failures to confirm improvement In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network and we have split this into two lots to obtain the best solution. Bidders are free to bid for either Lots 1 or 2, or both lots: • Lot 1: Service Quality Management System • Lot 2: o Service Quality Register o Service Quality App/Inspections Software o Service Quality Inspections and Re-inspections

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