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

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 requirement of the audit / inspection component of SQR: 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

The requirement of the 'customer service' mystery shopper component of the SQR: High level activities include (but are not limited to) the following:

• Continuous mystery shopping inspections at the required volume, varying timing and locations each train operating period (*). Inspections to be in accordance with defined assessment fail criteria, additional areas and targets. • The required volume of 'in person' mystery shopper inspections to evaluate the helpfulness of staff at stations and on trains - at least 60 station and 40 train inspections. 25% of these inspections should be conducted by mystery shoppers requiring additional assistance. • The required volume of 'remote' mystery shopper inspections to evaluate the provision of support via Twitter / social media and the information provided during disruption (both planned and unplanned) - at least 24 Twitter / social media and at least 16 disruption information inspections. 25% of these inspections should relate to questions about accessibility. • 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 mystery shops / inspection. • Regular dialogue/communication with nominated GTR personnel.