Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
Northern Trains Limited (NTL)
George Stephenson House, Toft Green
York
YO1 6JT
UK
Contact person: Robin Horsman
Telephone: +44 7827937566
E-mail: Robin.Horsman@northernrailway.co.uk
NUTS: UK
Internet address(es)
Main address: www.northernrailway.co.uk
I.1) Name and addresses
London North Eastern Railway Limited
04659712
West Offices, Station Rise
York
YO1 6GA
UK
Contact person: Annie Bradbury
E-mail: Annie.Bradbury@lner.co.uk
NUTS: UK
Internet address(es)
Main address: https://www.lner.co.uk/
I.1) Name and addresses
TransPennine Trains Limited
12544930
Great Minster House,, 33 Horseferry Road,
London
SW1P 4DR
UK
Contact person: Cheri Falkner
E-mail: cheri.falkner@tpexpress.co.uk
NUTS: UK
Internet address(es)
Main address: https://www.tpexpress.co.uk/
I.2) Joint procurement
The contract involves joint procurement
I.6) Main activity
Railway services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Provision of Service Quality Regime (SQR) and Related Services
Reference number: PL-23-337
II.1.2) Main CPV code
79212000
II.1.3) Type of contract
Services
II.1.4) Short description
London North Eastern Railway Limited (LNER) and Northern Trains Limited (NTL) have a requirement to deliver a Service Quality Regime (SQR) in support of their obligations to the Department of Transport (DfT). In order to deliver the above we are looking for a supplier or suppliers to provide independent inspections and mystery shopping across our networks with the requirement split into four lots to obtain the best solution. Bidders are free to bid for any combination of the following four lots: - 1.Service Quality Management System 2.Service Quality Register 3.Service Quality App/inspections software 4.Service Quality Inspections There will also be a requirement to deliver reporting and insights in order to ensure full compliance with the SQR. During the life of any agreement there may also be an opportunity for TransPennine Trains Limited (TPT) to join the arrangement with further details provided in the tender documents.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Lowest offer:
/ Highest offer:
II.2) Description
Lot No: 1
II.2.1) Title
Service Quality Management System
II.2.2) Additional CPV code(s)
48610000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
Provision of a Service Quality Management System (SQMS). delivering: An agnostic database capable of storing the data for the Service Quality Register (SQ Register), Inspections and Re-inspections (including internal evidencing) from multiple digital sources. “Instant” fault reporting while carrying out inspections through being able to link the SQMS to other systems (e.g., fleet and facilities management systems).
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Lot No: 2
II.2.1) Title
Service Quality Register
II.2.2) Additional CPV code(s)
48610000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
The SQ Register will contain a detailed list of facilities and services for each SQ Area for every station and carriage type on trains (LNER do not require train carriage inspections). This is to be a live repository with the ability for NTL’s and LNER’s employees (or facilities contractors) to update assets therein in accordance with our respective asset management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:- •description, purpose and quantity of each facility or service •photographic evidence of each facility or service •details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Lot No: 3
II.2.1) Title
Service Quality App/inspections software
II.2.2) Additional CPV code(s)
48611000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
Provision of software with which the chosen Inspections provider will use to carry out the inspections. This must be capable of recording performance against all of the elements of the SQ Register to allow both inspections and re-inspections to be carried out. It is essential that this software allows the user carrying out an inspection to clearly mark 'pass', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Lot No: 4
II.2.1) Title
Service Quality Inspections
II.2.2) Additional CPV code(s)
71315400
71631000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
Monitoring of the quality of our delivery with a programme of inspections across our network on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of the experience our customers have. Users carrying out inspections will need to refer to and measure against the criteria set out in the Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2024/S 000-012449
Section V: Award of contract
A contract/lot is awarded:
No
V.1 Information on non-award
Section VI: Complementary information
VI.3) Additional information
Discontinuation of procedure as LNER and NTL have received instructions from the Department of Transport that the requirements regarding service quality have changed significantly and therefore the specification issued with this ITN is no longer reflective of the service delivery expectations.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=926522494
GO Reference: GO-2025217-PRO-29463671
VI.4) Procedures for review
VI.4.1) Review body
Department for Transport
, Great Minster House,, 33 Horseferry Road
London
SW1P 4DR
UK
VI.5) Date of dispatch of this notice
17/02/2025