Provision of Service Quality Regime (SQR) System

Overview

The 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 in XC's NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the SQR, and the repercussions if they are not. XC's 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. The key elements and strategic objectives of the project were to source a system which met the following criteria: - A cloud-based database for all SQR-related data, including an SQ Register, reference data, inspection data and rectification evidence data and provision of inspection forms to be used by third party inspectors; - An inspection forms system that will be used by third-party inspectors and Mystery Shoppers on their mobile devices to undertake and submit inspection data and provision of inspection-related notifications; - A web-based Back-office System for XC users and inspections supplier quality controllers to view and work with inspection data including the recording of rectification evidence, and creation and maintenance of application programming interfaces (APIs); - System functionality to generate email notifications in response to triggers linked to data being created or modified within the database; - APIs to enable the system to integrate with other systems; and - Reporting both on a regular cycle and as required. The awarded supplier (Devroom) has been selected to provide the Service Quality Regime System following a regulated procurement under PA23