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Tenders

Service Quality Regime

Open
Deadline
125 days left
July 31, 2026
Contract Details
Category
Restricted Procedure
Reference
021132-2026
Value
£1,238,400
Location
Inner London - East, United Kingdom
Published
March 20, 2026
Organization
CPV Code
Project Timeline

Tender Published

March 10, 2026

Deadline for Questions

July 24, 2026

Submission Deadline

July 31, 2026

Contract Start Date

March 31, 2027

Budget
£1,238,400
Duration
36 months
Location
Inner London - East
Type
Restricted Procedure
75
Quality Score/100
Good

Original Tender 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. 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.

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Requirements & Qualifications

20 requirements across 5 categories

Submission (1)
Mandatory (1)
Compliance (10)
Technical (7)
Financial (1)
SUBMISSION REQUIREMENTS1
--No specific submission requirements are detailed in the provided text.
MANDATORY EXCLUSION GROUNDS1
--No specific mandatory exclusion grounds are detailed in the provided text.
ELIGIBILITY REQUIREMENTS10
--Bidders must be capable of providing auditors (people) for Lot 1.
--Bidders must be capable of providing an auditing app and a service quality management system for Lot 2.
--For Lot 1, auditors must be able to conduct service quality audits in line with SET's criteria.
TECHNICAL CAPABILITY REQUIREMENTS7
--Auditors must possess the skills to conduct service quality audits and identify failures.
--Auditors must be able to document findings with supporting evidence (images, video).
--The auditing app must be functional and user-friendly for auditors.
FINANCIAL REQUIREMENTS1
--No specific financial requirements are detailed in the provided text.

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Documents

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75
Good

Tender Quality Score

This tender for 'Service Quality Regime' is in the planning stage and outlines a two-lot procurement for auditing services and a related digital platform. While generally well-structured, it lacks specific evaluation criteria and details on submission, impacting completeness and practicality.

Score Breakdown

Legal Compliance75/100

The tender is in the planning stage, which inherently limits a full assessment of legal compliance. However, the presence of a clear title, reference number, organization, CPV code, and estimated value suggests a foundational adherence to procurement regulations. The 'Competitive flexible procedure' is noted, but its specific implications for legal compliance are not detailed. The absence of disputes and suspensions is positive. The deadline is noted as potentially short, which could be a minor legal concern if it impedes fair competition.

Potential for a short submission deadline impacting fair competition.
Clarity80/100

The description of the two lots is reasonably clear, detailing the expected services for auditors and the functionalities of the auditing app and management system. The AI-extracted requirements further elaborate on these needs. However, the absence of specified evaluation criteria means potential bidders cannot fully understand how their submissions will be assessed, which is a significant clarity gap.

Missing evaluation criteria.
Completeness70/100

Key information such as title, reference, organization, estimated value, contract duration, and start date are present. The CPV code is provided. However, the tender is in the planning stage, and crucial documents are not yet available with content, and specific submission requirements are not detailed. This lack of detailed documentation and submission guidelines impacts the overall completeness.

No document content available.
No specific submission requirements detailed.
Fairness85/100

The tender appears fair, with the estimated value disclosed and the procedure being competitive. The requirements are described in a way that seems objective and focused on service delivery rather than tailored to specific companies. The division into lots allows for specialized suppliers to bid. The lack of specific submission requirements could be a minor concern, but the overall structure promotes open competition.

Practicality65/100

The tender specifies a contract start date and duration. The division into lots suggests a practical approach to procurement. However, the absence of information regarding e-submission and the lack of available document content with details on how to submit proposals significantly reduce the practicality for potential bidders at this stage.

No e-submission specified.
No document content available for detailed review.
Data Consistency90/100

Key fields such as title, reference, organization, estimated value, and dates are populated. There are no reported disputes or suspensions. The dates provided (submission deadline and contract start) are logically sequenced. The CPV code is consistent with the service description.

Sustainability50/100

The tender does not explicitly mention any green procurement, social aspects, or innovation focus. It is also not indicated as EU funded. This suggests a lack of emphasis on sustainability criteria within this procurement notice.

No green procurement criteria mentioned.
No social criteria mentioned.

Strengths

Clear title, reference, and organization details.
Well-defined description of services for both lots.
Estimated value and contract duration specified.
CPV code provided.

Concerns

Missing evaluation criteria.
No document content available for detailed review.
Lack of information on e-submission.

Recommendations

1. Specify clear evaluation criteria to guide bidders.
2. Provide access to full tender documents with detailed submission instructions.
3. Clarify the e-submission process.

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