Provision of Service Quality Regime (SQR) Inspection Services

{
  "buyer": {
    "id": "GB-COH-04402048",
    "name": "XC TRAINS LIMITED"
  },
  "date": "2025-10-09T14:17:04+01:00",
  "id": "063757-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05abb0",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PMZG-5533-GPWG",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Business Park",
        "postalCode": "SR3 3XP",
        "region": "UKC23",
        "streetAddress": "C/O Arriva Plc 1 Admiral Way"
      },
      "contactPoint": {
        "email": "sqrinspections.admin@crosscountrytrains.co.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-COH-04402048",
      "identifier": {
        "id": "04402048",
        "scheme": "GB-COH"
      },
      "name": "XC TRAINS LIMITED",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2026-02-20T23:59:59Z"
    },
    "contractTerms": {
      "financialTerms": "Please see associated documents for further details."
    },
    "description": "XC Trains Limited (XC) operates passenger rail services over those routes listed within Appendix 2 of the ITP document. XC is a unique operation in that it runs from the Southwest in England to the North of Scotland and is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham.\nThe Service Quality Regime (SQR) was set up by the Department for Transport (DfT) to incentivise Train Operating Companies (TOCs) to ensure customer experience standards across the railway network are maintained and improved. The regime is defined in the National Rail Contracts (NRCs) that exist between TOCs and the DfT, including XC\u0027s NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the Contract, and the repercussions if they are not. \nXC\u0027s SQR has been in place since late 2021 and has seen a few changes since it first started. XC is also proud to have helped the DfT trial changes to SQR during this time to pave the way for other TOCs following in the future.\nTHE PROJECT\nThis Procurement is undertaken by XC on behalf of itself, and a successor operator of the XC.\nThe key elements and strategic objectives of the Project are:\n- Train Service Regime (TSR) inspections by inspectors;\n- Customer Service Regime (CSR) inspections by mystery shoppers;\n- Accessible Customer Service Regime (ACSR) inspections by mystery shoppers with additional accessible needs;\n- Provision of mobile devices to the supplier inspectors and mystery shoppers for running inspection forms; and\n- Inspection data quality assurance.\nFurther details of the requirements can be found within the associated documents.",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "description": "Template 4.0  Master Umbrella Direct Agreement 8 JULY 2024",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "A-6057",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6057"
      },
      {
        "description": "External Guidance Note - Umbrella Direct Agreement Template 4.0  8 JULY 2024",
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-6058",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6058"
      },
      {
        "description": "Service Quality Regime Inspections ITP 2025",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "A-6091",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6091"
      },
      {
        "description": "Service Quality Regime Inspections ITP 2025 PDF",
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-6092",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6092"
      },
      {
        "description": "Invitation To Tender (Competitive Flexible) SQR INSPECTIONS PDF",
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-6094",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6094"
      },
      {
        "description": "SQR Inspections - Supplier Response Template",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
        "id": "A-6095",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6095"
      },
      {
        "description": "Inspections Coverage Template Response",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
        "id": "A-6096",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6096"
      },
      {
        "description": "Precedent XC Supply Agreement for Goods and Services 2025",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "A-6097",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6097"
      },
      {
        "description": "SQR Inspections Bidder Clarification Questions Template",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "A-6098",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6098"
      },
      {
        "description": "Pricing Template - Inspections",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
        "id": "A-6099",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6099"
      },
      {
        "description": "Invitation To Tender (Competitive Flexible) SQR INSPECTIONS",
        "documentType": "biddingDocuments",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "A-6103",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-6103"
      },
      {
        "datePublished": "2025-10-09T14:17:04+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "063757-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/063757-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-10-20T17:00:00+01:00"
    },
    "expressionOfInterestDeadline": "2025-11-03T17:00:00Z",
    "id": "ocds-h6vhtk-05abb0",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Technical inspection and testing services",
            "id": "71630000",
            "scheme": "CPV"
          },
          {
            "description": "Auditing services",
            "id": "79212000",
            "scheme": "CPV"
          },
          {
            "description": "Survey conduction services",
            "id": "79311200",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKC"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKD"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKE"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKF"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKG"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKH"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKI"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKJ"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKK"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKL"
          },
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKM"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Technical",
              "numbers": [
                {
                  "number": 55,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Legal",
              "numbers": [
                {
                  "number": 5,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Commercial",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2029-02-20T23:59:59Z",
          "maxExtentDate": "2031-02-20T23:59:59Z",
          "startDate": "2026-02-20T00:00:00Z"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "The Contract\u0027s duration is for three years. XC reserves the right to extend the Contract, in whole or in part, for up to two additional years, in increments determined at its sole discretion, subject to mutual agreement of the parties. Please see the associated documents for further details."
        },
        "secondStage": {
          "maximumCandidates": 4
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "Please see associated documents for further details.",
              "type": "economic"
            },
            {
              "description": "Please see associated documents for further details.",
              "type": "technical"
            },
            {
              "description": "Please see associated documents for further details.",
              "forReduction": true
            }
          ]
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "value": {
          "amountGross": 1300000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Invitation to Participate (ITP) stage\nShort-listing of Bidders for ITT stage\nInvitation to Tender (ITT) stage\nOptional BAFO\nPreferred Bidder stage\nPlease see associated documentation for further details"
    },
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "riskDetails": "The Contract presents the following risks:\n(a)\tChange to the volume or proportional distribution of Inspections requested by the Department for Transport;\n(b)\tChange to the Service Quality Schedule requested by the Department for Transport;\n(c)\tChange to the supplementary guidance provided by the Department for Transport;\n(d)\tChange to XC\u0027s timetable of train services; and/or\n(e)\tChange to employment legislation.\nXC considers that these risks may jeopardise the performance of the Contract but, due to the nature of the risks, the risks cannot be addressed in the contract as awarded. Therefore, XC reserves the right to modify the awarded contract to address the risks in accordance with Schedule 8 of the Act.\nPlease see associated documents for further details.",
    "status": "active",
    "submissionMethodDetails": "Please submit both ITP and ITT documents to the following email address: sqrinspections.admin@crosscountrytrains.co.uk\nhttps://www.crosscountrytrains.co.uk/",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "title": "Provision of Service Quality Regime (SQR) Inspection Services",
    "value": {
      "amountGross": 1300000,
      "currency": "GBP"
    }
  }
}