Scotland's Railway - Customer Insights Framework

Tender description

It is expected that the successful tender will provide Scotland’s Railway with expertise and guidance on developing the appropriate customer insight framework that enables us to create action plans to support the identification of requirements to improve our offering as well as increasing passenger volumes across our network, and ultimately drive towards a railway that will support the Scottish Government’s ambitions for a carbon Net Zero society. This insight will be available for the whole rail industry in Scotland, not only Network Rail, so an end to end view of a passenger’s journey (or freight customers transportation of goods) is imperative. Lot 1: A Nil value framework will be procured under a measured term form of services agreement. This will cover the entirety of the Scotland region and each commission contract is expected to gather and analyse customer insights within a particular geographical area within the country. Further detail is available within the procurement documents. The framework is expected to run for three years, however an option for additional extensions totalling 5 years will be added to allow this service to run for longer if it is deemed necessary. The value to go through the framework is expected to be in the region of £2.5m, to accommodate emerging scope the cap will be set at £4.5m