Source: https://tendernation.io/opportunities/01a13c6b-3b93-706e-9e21-0a2dd05115f1/service-quality-regime-sqr-inspection-and-mystery-shopper-services closed GB restricted procedure Suitable for SMEs # Service Quality Regime (SQR): Inspection and Mystery Shopper Services [Govia Thameslink Railway Ltd](https://tendernation.io/buyers/govia-thameslink-railway-ltd) Estimated value £1,000,000 Published 24 Sept 2021 Deadline Closed 25 Oct 2021 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Buyer says suitable for VCSEs The buyer ticked “suitable for voluntary, community and social enterprises” on the notice. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime. GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping. The requirement of the audit / inspection component of SQR: High level activities include (but are not limited to) the following: • Continuous station / train inspections at the required volume, timing and locations each train operating period (a period comprises 4 weeks\*). Inspection of listed station and fleet assets to be in accordance with defined quality assessment requirements and targets. • Inspections to be carried out at varying locations and times of day. • Reinspection requirement where an asset failed on the original audit / inspection. • Logging of inspections via handheld/smart devices. • Compliance with local station and safety procedures. • Provision of real-time (or near real-time) reports to nominated recipients. • Reporting of findings across audits / inspection. Regular dialogue/communication with nominated GTR personnel The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following: • Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (\*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets. • The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance. • The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility. • Logging of inspections via handheld/smart devices. • Compliance with local station and safety procedures. • Provision of real-time (or near real-time) reports to nominated recipients. • Reporting of findings across mystery shops / inspection. • Regular dialogue/communication with nominated GTR personnel. Read full description ## CPV classification Auditing services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/35845058-221d-409a-af31-174a421730bc) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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