Lot 1 - Service Quality Standards - Provision of Auditors and Management
Lot 2 - Service Quality Standards - Provision of an Application and Asset Management.
For more information about this opportunity, please visit the eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-London:-System-quality-assurance-assessment-and-review-services./94R4D7UW4B
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https://www.delta-esourcing.com/respond/94R4D7UW4B
Procurement of Service Quality Auditors and a Service Quality Management System to support and evidence Southeastern's compliance with the Service Quality Standards set by the Department for Transport under Southeastern's service agreement
Lot 1 - Provision of auditors (people) to conduct service quality audits in line with the Service Quality criteria provided by SET, marking clearly when a 'failure' has occurred ensuring accurate reporting and supporting evidence such as images and video. Additionally, as part of the onboarding, in conjunction with Lot 2, the auditors would be expected to log each individual asset to populate and maintain an asset register.
Lot 2 - The provision of an auditing app, which auditors can use to effectively report the performance of stations and trains, providing them with the ability to mark failures against the set criteria. Additionally, provide a service quality management system which can process all the data received and report the required scoring mechanisms as set out by SET, as well as providing robust dashboards allowing SET to effectively review and interpret the data. Lastly, hosting a detailed asset register, which splits each station into zones, provides a unique reference number for each asset, and has a photo and location on a map. This would involve working with the supplier of Lot 1.
