Northern Trains Limited (NTL): Provision of Service Quality Regime (SQR) and Related Services

UK-York: Auditing services.

Section I: Contracting Entity

   I.1) Name, Addresses and Contact Point(s):
             Northern Trains Limited (NTL)
             George Stephenson House, Toft Green, York, YO1 6JT, United Kingdom
             Tel. +44 7827937566, Email: Robin.Horsman@northernrailway.co.uk
             Contact: Robin Horsman
             Main Address: www.northernrailway.co.uk
             NUTS Code: UK

   I.2) Joint procurement:
      The contract involves joint procurement: Yes          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.6) Main activity:
      Railway services



Section II: Object Of The Contract

   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 - Auditing services.
      

      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.2) Description (lot no. 1)

      II.2.1) Title:Service Quality Management System      
      Lot No:1

      II.2.2) Additional CPV code(s):
            48610000 - Database systems.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      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
         

      II.2.14) Additional information: Not Provided

   II.2) Description (lot no. 2)

      II.2.1) Title:Service Quality Register      
      Lot No:2

      II.2.2) Additional CPV code(s):
            48610000 - Database systems.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      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
         

      II.2.14) Additional information: Not Provided

   II.2) Description (lot no. 3)

      II.2.1) Title:Service Quality App/inspections software      
      Lot No:3

      II.2.2) Additional CPV code(s):
            48611000 - Database software package.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      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
         

      II.2.14) Additional information: Not Provided

   II.2) Description (lot no. 4)

      II.2.1) Title:Service Quality Inspections      
      Lot No:4

      II.2.2) Additional CPV code(s):
            71315400 - Building-inspection services.
            71631000 - Technical inspection services.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      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
         

      II.2.14) Additional information: Not Provided




Section IV: Procedure

IV.1) Description

   IV.1.1) Type of procedure: Negotiated procedure with prior call for competition


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the 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
            

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No




Section V: Award of contract

Award Of Contract (No.1)
   
   Contract No: Not Provided    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: No

   V.1) Information on non-award
      The contract/lot is not awarded
             Other reasons (discontinuation of procedure)
               Notice reference (year and document number): 2024 - 012449



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

   VI.4) Procedures for review

      VI.4.1) Review body
          Department for Transport
          , Great Minster House,, 33 Horseferry Road, London, SW1P 4DR, United Kingdom

      VI.4.2) Body responsible for mediation procedures
         Not Provided

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 17/02/2025




ANNEX A

   I) Address of the other contracting authority on behalf of which the contracting authority is purchasing   
   1: Contracting Authority
       London North Eastern Railway Limited, 04659712
       West Offices, Station Rise, York, YO1 6GA, United Kingdom
       Email: Annie.Bradbury@lner.co.uk
       Contact: Annie Bradbury
       Main Address: https://www.lner.co.uk/
       NUTS Code: UK
   
   2: Contracting Authority
       TransPennine Trains Limited, 12544930
       Great Minster House,, 33 Horseferry Road,, London, SW1P 4DR, United Kingdom
       Email: cheri.falkner@tpexpress.co.uk
       Contact: Cheri Falkner
       Main Address: https://www.tpexpress.co.uk/
       NUTS Code: UK