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

UK-York: Auditing services.
Section I: Contracting Authority
      I.1) Name and addresses
             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.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided

      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 - 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.1.5) Estimated total value:
      Value excluding VAT: 2,850,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: Yes       
      Tenders may be submitted for: All lots
      Maximum number of lots that may be awarded to one tenderer: 4
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: 1,2,3, and 4

II.2) Description
   
II.2) Description Lot No. 1
      
      II.2.1) Title: Service Quality Management System       
      Lot No: 1       
      II.2.2) Additional CPV codes:
      48610000 - Database systems.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: In order to deliver and manage the SQR, we are looking for a supplier to provide a Service Quality Management System (SQMS). The SQMS must be capable as a minimum of 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) - Depending on the solution, this could be part of the SQMS or the Service Quality Inspections App/software (see Lot 3) •Comprehensive reporting functionality, either built-in or through exporting data, ideally capable of calculating our performance against a set calculation for each Service Quality Area/Indicator •The data is and remains the property of LNER and NTL and the data schema/definitions must be made available to LNER and NTL as part of this service provision. •LNER and NTL must be able to access the data at any time and frequency with the ability to extract and download the data in a flat file format.
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 36       
      This contract is subject to renewal: Yes       
      Description of renewals: 2 extension options of further periods of 12 months each.
      II.2.9) Information about the limits on the number of candidates to be invited:
       Not provided
      Objective criteria for choosing the limited number of cadidates: Not provided
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      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 codes:
      48610000 - Database systems.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of 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.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 36       
      This contract is subject to renewal: Yes       
      Description of renewals: 2 extension options of further periods of 12 months each
      II.2.9) Information about the limits on the number of candidates to be invited:
       Not provided
      Objective criteria for choosing the limited number of cadidates: Not provided
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      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 codes:
      48611000 - Database software package.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: We require a piece 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. Depending on solution chosen, we may require this software to be capable of “Instant” fault reporting via data transfer from the SQMS to other systems (e.g., our fleet and facilities management systems) using API. If this functionality is not required under Lot 3, then it would be required as part of the SQMS functionality under Lot 1. We expect, as a minimum, the following functionality and at no additional cost to Northern or LNER:- •Access to a client portal with real time dashboards showing the data and trends outlined in this Specification. •Access to the raw data within a reasonable timeframe which should be in a downloadable format (i.e. Excel flat file). •Access to field maps/data schema. •To cooperate with any workshops that NTL and/or LNER may convene from time to time for the purposes of system design and integration. •Should be capable of being transferred to another provider if necessary (i.e. when the agreement comes to an end). •Accessibility to any online portals should have an uptime of not less than 98%.
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 36       
      This contract is subject to renewal: Yes       
      Description of renewals: 2 extension options of further periods of 12 months each
      II.2.9) Information about the limits on the number of candidates to be invited:
       Not provided
      Objective criteria for choosing the limited number of cadidates: Not provided
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      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 codes:
      71315400 - Building-inspection services.
      71631000 - Technical inspection services.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: There is a requirement to monitor 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. Required volumes per period are distributed across the day and between the days of the week in proportion to typical passenger use of the relevant station across the day and the days of the week in each Reporting Period. Such Station Service Quality Inspections shall be reasonably apportioned so that subsequent Service Quality Inspections in respect of each relevant station are not unduly concentrated on a particular time of the day or day of the week.
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 36       
      This contract is subject to renewal: Yes       
      Description of renewals: 2 extension options of further periods of 12 months each
      II.2.9) Information about the limits on the number of candidates to be invited:
       Not provided
      Objective criteria for choosing the limited number of cadidates: Not provided
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       
   


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.4) Objective rules and criteria for participation
            Not Provided      
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      III.1.6) Deposits and guarantees required:
       Not Provided   
      III.1.7) Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
       Not Provided   
      III.1.8) Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
       Not Provided      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No
   
Section IV: Procedure
   IV.1) Description NEGOTIATED_WITH_COMPETITION
      IV.1.1) Type of procedure: Competitive procedure with negotiation   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement    
         Framework agreement with several operators       
         Envisaged maximum number of participants to the framework agreement: 4                     
         In the case of framework agreements justification for any duration exceeding 8 years: Not Provided    
   IV.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue: No.
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: No       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 15/07/2024 Time: 15:00
      IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates: Not Provided       
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender: Not Provided      
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted Yes       
   Electronic payment will be used Yes       
   VI.3) Additional Information: For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-York:-Auditing-services./7C6G2PW98H

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/7C6G2PW98H
   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 lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 17/04/2024

Annex A



   IV) Address of the other contracting authority on behalf of which the contracting authority is purchasing
      Purchased on behalf of other contracting authority details:
      1: Contracting Entity
       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

   IV) Address of the other contracting authority on behalf of which the contracting authority is purchasing
      Purchased on behalf of other contracting authority details:
      2: Contracting Entity
       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