AI Overview

Quarterly Mystery Shopper monitoring services required to assess performance against customer service and maintenance criteria at 22 redeveloped ONroute Ontario Highway Service Centres for a five-year period.

Basic Information

Reference Number

00004688676

Issuing Organization

Ontario Shared Services

Solicitation Type

RFB - Request for Bid (Formal)

Solicitation Number

tender_20913

Title

Project: tender_20913 - Independent Mystery Shopper Monitoring Services for Ontario’s Highway Service Centres

Source ID

SCRIBE

Details

Location

Ontario

Purchase Type

Not Stated

Dates

Publication

2025/08/25 11:00:00 AM EDT

Closing Date

2025/09/22 11:00:00 AM EDT

Contact Information

Manseerat Singh

Manseerat.Singh@supplyontario.ca

Description

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.

Disclaimer All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued by the originator of the notice. MERX asks you to contact the buying agency directly for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the main tender document and/or on this notice abstract.

Toutes les modifications associées à cet avis d’appel d’offres ainsi que les documents, les plans et les spécifications sont générés par l’entité responsable des achats (l’acheteur). S’il vous plait, contactez-le directement pour les addenda. Veuillez notez qu’il se peut que les fournisseurs soient obligés de s’inscrire directement avec l’acheteur. Vous pouvez trouver leur coordonnées dans le document principal ou dans l’abstrait de l’avis d’appel d’offre.

Source: https://ontariotenders.app.jaggaer.com/