Bids Are Invited For Project: Tender20913 - Independent Mystery Shopper Monitoring Services For Ontario’S Highway Service Centres

Project: Tender20913 - Independent Mystery Shopper Monitoring Services For Ontario’S Highway Service Centres . The Overall Primary Deliverables Of This Rfb Will Be To Assess That The Service Centre Portfolio Manager (Scpm): • Provides And Maintains A Strong Customer Service Focus Throughout The Duration Of The Agreement With Mto; And • Provides Customers With The Required Services In A Manner That Meets The Requirements Of The Project Agreement And Mto’S Expectations. In Order To Ensure The Highway Service Centres, Continue To Be Operated And Maintained To Meet The Expectations Of The Ministry And The Travelling Public, Standards Have Been Developed For Product And Service Quality And Are Prescribed In The Project Agreement. These Standards Encompass The Areas Of Maintenance And Operations. The Monitoring Of Those Specific Standards Will Continue To Enhance The Effectiveness And Sustainability Of Individual Highway Service Centres As Well As The Portfolio Of Highway Service Centre Facilities As A Whole. Scope Of Work Host Kilmer Service Centres L.P (Hksc) Is The Service Provider Operating And Maintaining Ontario’S Highway Service Centres For A 50-Year Concession Term As Per The Project Agreement (Pa). As A Key Element Of The Province’S Oversight Of The Highway Service Centres, The Quarterly Mystery Shopper Monitoring Services Assesses Hksc’S Performance Against A Set Of Predetermined Customer Service/Maintenance Criteria At The 22 Redeveloped Onroute Ontario Highway Service Centres For A Five (5) Year Period. The Monitoring Services Are Based On The Performance Monitoring Requirements Outlined In The Project Agreement With The Service Provider And Additional Standards Outlined In The Project Agreement (Pa). The Priority Is To Ensure That The Private Operator Complies With Various Performance Measures As Set Out In The Contract Between Hksc And The Province. Any Non-Compliance Issues Are Recorded And Documented And The Operator Will Be Prompted To Remediate Outstanding Issues Under Established Timeframes And/Or Triggered The Need Of Mto Staff To Conduct A Site Inspection To Verify The Issue And Request Prompt Solution. Project Agreement Enforcement Measures Would Be Applied If Necessary.

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FileName	File Description
Global Tender Document	Tender Notice