Combined Fleet and Station Presentation

Description

London North Eastern Railway Limited (LNER) are looking for a Perfect Presentation Partner to deliver station cleaning, train cleaning and in-service across our route to enhance our customer proposition. We want a supplier who can deliver on promises and put the heart into everyone’s journey, we are looking for a partner who can nail the basics using innovation and demonstrate a true open book approach for our business. LNER place a great deal of priority in the Customer Journey and the major part that not only LNER impact upon that but where our presentation partner will also have a key part to play in its delivery, management, and success. The presentation partner will be encouraged to play a leading part in this customer journey and identify where value can be added which will increase our customer experience London North Eastern Railway Limited (LNER) began operating on the 24th June 2018 as a publicly owned company. The East Coast Franchise has enjoyed a long history of being a highly successful long-distance operation, consistently outperforming industry average for customer satisfaction (92% compared to an average of 86% in the long-distance sector) LNER are an innovative and commercially minded Train Operating Company (TOC), and we always place the customer at the heart of our business to ensure passenger growth while delivering an excellent customer proposition. LNER is the brand name of London North Eastern Railway Ltd, which is owned by the Department of Transport (DfT). LNER began operating services on 24 June 2018, serving key UK cities including London, Peterborough, Doncaster, Leeds, York, Newcastle, Edinburgh, Aberdeen, and Inverness To access the tender documents please go to https://supplierlive.proactisp2p.com/Account/Login Lot 1: LNER have elected to run a tender process for Train and Station Cleaning Services covering the LNER operation. These are defined as the following: Train - Turnaround services - In transit services - Overnight services - Heavy clean services - Office cleaning services Stations - General station cleaning services - Toilet cleaning services - Window cleaning services - Office cleaning services - Planned deep clean services Additional information: London North Eastern Railway Limited (LNER) began operating on the 24.6.2018 as a publicly owned company. The East Coast Franchise has enjoyed a long history of being a highly successful long-distance operation, consistently outperforming industry average for customer satisfaction (92 % compared to an average of 86 % in the long-distance sector) and with revenue growth currently ahead of the sector average reflecting our innovative and commercial approach to running our business. LNER will be going through a period of significant change as we and our industry partners invest in transforming the route for the future to deliver increased capacity and an improved experience for our customers. This will culminate in the forming of the East Coast Partnership, where the DfT have set out a vision for rail in general, but specifically for the East Coast Mainline, this includes a new way of operating train and track and incorporating changes to the franchising system. LNER is a long-distance rail operator based in the UK operating on the ECML and currently runs 157 services per day Monday–Thursday, 158 services Friday, 151 services Saturday and 118 services Sunday and carrying over 24 000 000 customers a year between London King’s Cross, Peterborough, Doncaster, Leeds, York, Newcastle, Edinburgh and Glasgow with some services extending to Inverness, Aberdeen, Hull, Harrogate, Bradford and Skipton. The timetable is normally revised twice a year in May and December but please note that Network Rail may introduce a third timetable change in September and this, if introduced will give LNER the ability to update the timetable if required to enhance or increase its services. The LNER stations portfolio consists of 11 stations where LNER are Station Facilities Owner (SFO). There is also the company HQ based at East Coast House in central York. LNER’s new fleet of Azuma trains will be fundamental in enabling us to deliver the greatest change to the timetable since electrification delivering faster journey times, increased frequency and more direct services to our communities on and around the East Coast Mainline. Azuma’s will help us retain a market-leading competitive position with more seats, greater reliability, plus a better on-board environment and enhanced levels of service. LNER have elected to run a tender process for Train and Station Cleaning Services covering the LNER operation. These are defined as the following: Train — turnaround services: — in transit services, — overnight services, — heavy clean services, — office cleaning services. Stations — general station cleaning services: — toilet cleaning services, — window cleaning services, — office cleaning services, — planned deep clean services. The operational and financial relationship shall be based on a partnering approach, fostering trust, transparency and mutual benefit (open book concept), which encompassing partnering principles with the Service Partner having ultimate responsibility for successful delivery. The Service Partner shall have full responsibility for the delivery of any cleaning activities and services whether performed by directly employed or sub-contracted personnel. LNER retains the right to audit the Service Partner’s performance, which shall also include rights for LNER to audit against and apply any aspects to any of the LNER policies supplied. To access these documents please register at https://supplierlive.proactisp2p.com/Account/Login