Mystery Shopper Tender

Mystery Shopper Tender

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.

Service Quality Regime (SQR): Inspection and Mystery Shopper Services

Contract summary

 

Industry

  • Auditing services – 79212000

Location of contract

East of England, London, South East

Value of contract

£1,000,000

Procurement reference

EOI – Service Quality Regime

Published date

24 September 2021

Closing date

25 October 2021

Closing time

4pm

Contract start date

1 March 2022

Contract end date

31 March 2025

Contract type

Service contract

Procedure type

Restricted procedure (OJEU)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

 

Description

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 objective of the audit / inspection component of the SQR is to assess the consistent quality of our station and fleet assets against pre-defined criteria, to ensure a continued level of high performance via ongoing audits and monitoring.

The objective of the mystery shopper component is to measure the quality of customer service delivery across ‘staff helpfulness’ (via mystery shopper in stations and on trains) and the quality of online information (remote mystery shopping of social media and information provision during planned and unplanned disruption), to ensure a continued consistent level of high performance is delivered for customers across these areas.

GTR will have completed the development of a detailed SQR asset register across trains and stations, including those stations where other Train Operating Companies also operate from.

The requirement of the audit / inspection component of SQR to undertake consistent, high quality auditing of station and fleet assets throughout the GTR operating network. 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

 

More information

 

Attachments

 

How to apply

 

Follow the instructions given in the description or the more information section.

 

About the buyer

 

Contact name

Adrian Jones

Address

24 Monument Street
LONDON
EC3R8AJ
England

Telephone

07580745612

Email

adrian.jones@gtrailway.com