Service Quality Regime

Location

Kent:

Description

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.

Lot Division

Renewal Options

Extensions will be guided on the GBR collaborative requirements

CPV Codes

• 72225000 - System quality assurance assessment and review services

Indicators

• Restrictions apply to the lot award allocation.
• Options are available.
• Renewals are available.

Other Information

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. ** PREVIEW NOTICE, please check Find a Tender for full details. ** The estimated tender notice date was change from the 11th March 2026 to the 01st May 2026.