TRANSPORT SCOTLAND SCOTRAIL AND CALEDONIAN SLEEPER FRANCHISE’S SERVICE QUALITY INCENTIVE REGIME INFORMATION SYSTEM - MODIFICATION

Tender description

Modification of contract for bespoke automated system for all components required for the Service Quality Incentive Regime. Modification of the contract, due to Covid-19, for provision of a Field Auditing and Information System, with data hosting and operational support to enable the automated calculation and reporting of performance results of Transport Scotland’s ScotRail and Caledonian Sleeper Franchises Service Quality Incentive Regime (SQUIRE). SQUIRE is a customer focused scheme that measures the quality of facilities at stations and on trains throughout Scotland. It covers a wide range of areas from waiting rooms, help points, ticket offices to train toilets, cleanliness and graffiti. The Franchisee is measured against set criteria and benchmarks, and is financially rewarded or penalised on the results. On a four-weekly cycle, Transport Scotland’s team of Service Quality Auditors and back office management staff audit approximately 350 stations and 190 trains to ensure they are safe, clean, and offering passengers the required facilities and services. Re-inspections are performed where the required performance is not met to ensure remedial action has taken place.