Online Ticket Issuing System (webTIS and mobile app)

Concepts

• point of sale (POS)
• rail delivery group
• non-native mobile webtis
• online ticket
• latest digital barcode rail tickets
• office system
• mobile app
• front-end customer app
• new front end apps
• use of the successful online webtis solution

Location

East of England: About GTR: • Four individual consumer brands (Gatwick Express, Great Northern, Southern & Thameslink) running across an extended geography with multiple train and station operational models. • 239 managed stations • over 500 units in its train fleet, • GTR has one of the largest estates amongst UK Train Operating Companies (TOCs), with a geographically far-reaching network covering over 800 route miles across London and the Southeast of England. • GTR had the largest number of passenger journeys at 19% of all UK journeys (ORR data 2018-19).

Description

The Project Govia Thameslink Railway Limited (GTR) are looking to procure a partner to deliver an online Ticket Issuing System (desktop and mobile App) "webTIS". GTR has historically provided its online webTIS via a group affiliate company. Over the last two years, COVID 19 has significantly changed and accelerated customer behaviors both in terms of how they interact with the railway and procure tickets. This change in Customer behavior and the increased digital adoption has resulted in a need to review our product offering in relation to webTIS, deliver a modernised retail solution for the customer; whilst ensuring value for money for the Department of Transport (DfT). GTR are therefore looking for a service provider that can offer the following: • A WebTIS (desktop, mobile web & app) solution aligned to current and future customer retail behavior • A front-end customer app • Functionality to deliver new ticketing products to the Customer • Capability to retail the latest digital barcode rail tickets • A UK Railway Industry compliant Rail Delivery Group accredited back-office system including financial processing via Lennon (either currently accredited or with realistic plans to become so) • An accessibility compliant product suite to rail industry standards • Full accreditation and compliance with UK Rail Retailing Standards (where applicable) • Agility in adapting to industry and customer behavior changes For information, please refer to Appendix A for key accreditation and compliance.

Total Quantity or Scope

The Project Govia Thameslink Railway Limited (GTR) are looking to procure a partner to deliver an online Ticket Issuing System (desktop and mobile App) "webTIS". GTR has historically provided its online webTIS via a group affiliate company. Over the last two years, COVID 19 has significantly changed and accelerated customer behaviors both in terms of how they interact with the railway and procure tickets. This change in Customer behavior and the increased digital adoption has resulted in a need to review our product offering in relation to webTIS, deliver a modernised retail solution for the customer; whilst ensuring value for money for the Department of Transport (DfT). … • A WebTIS (desktop, mobile web & app) solution aligned to current and future customer retail behavior • A front-end customer app • Functionality to deliver new ticketing products to the Customer • Capability to retail the latest digital barcode rail tickets • A UK Railway Industry compliant Rail Delivery Group accredited back-office system including financial processing via Lennon (either currently accredited or with realistic plans to become so) • An accessibility compliant product suite to rail industry standards • Full accreditation and compliance with UK Rail Retailing Standards (where applicable) • Agility in adapting to industry and customer behavior changes … The rail industry in the UK is experiencing a period of significant change including the development of Great British Railways (GBR) and rail reform. It is anticipated that during the next two to five years a new industry facing solution/platform will be launched within the UK. As a result, the initial opportunity and contract proposed is for a period of up to two (2) years with further contract options to extend for additional term(s) of up to three (3) years. This will be subject to the industry solution and its associated timeline. The intention is to split the services into two clear objectives, 1) Core Competencies and functionality 2) Non-core and optional services and functionality This call for competition and subsequent tender event will be inclusive of all the aspects defined herein which allow GTR to deliver its Online webTIS solution. Customers need consistent, accurate and personalised information through all channels about their journey, ensuring they see one version of the truth, no matter where they look. This includes whilst planning their journey, buying their ticket and whilst travelling. This information must also meet the needs of customers who use additional resources to view information i.e. screen readers and must be fully accessible. Core Competencies and Functionality The main high-level activities/components of the core competencies and functionality are: • A modern and flexible user experience across all touch points • Online webTIS (desktop & mobile web) • RDG compliant TIS for all fulfilment types- (Paper, Barcode and ITSO smart card), • RDG compliant webTIS functionality to sell and support all tickets types • Integration with GTR existing websites • Native or Non-native mobile webTIS for Apps • New front end apps • Integration with GTRs existing third-party systems: o Delay Repay including Smartcard notifications o Existing smartcard back-office to support existing ITSO Account Based Ticketing (ABT) solution. o National Rail accredited industry source data sets to feed the information into both the webTIS and the app. o Customer journey planner (through API)Ticket forwarding process (paper fulfilment) o Refund portal o RARS 2 reservation system o Customer Relationship Management system • s-Ticket barcode capability (live or on road map) • Flexi season ticket (live or on road map) • ITSO part 11 fulfilment (live or on road map) • Back office functionality: o Backoffice functionality to process customer refunds o Backoffice functionality to review customer accounts and purchase history for customer queries o Backoffice functionality to add/remove e-vouchers to customer accounts o Different security/functionality levels for user accounts, when using the back-office system • Customer account management • Multiple Payment options (e.g. Apple / Google Pay, Pay Pal, Amazon Pay, VISA Pay). • Fraud prevention measures • Provision of real-time (or near real-time) data to GTR through APIs to integrate with the Customer's Business Intelligence platform (Azure) • Flexible functionality and capability to migrate to a potential future National Industry Retailing Solution, products, and development • Support testing including sand box/ UAT environments We will expect any new partner to accept and adhere to our standard GDPR and InfoSec clauses as part of any new contract given the sensitive nature of the customer data which will be processed on our behalf. Non-core and optional services In addition, to the elements outline above, the tender will allow suppliers the opportunity to provide non-core and optional product offerings in addition to the core functionality. This will enable GTR to provide a full seamless end to end solution for its Customers including (but not limited to): • End-to-end Journey planner • Customer metrics and marketing tools • Multi-platform webTIS interface • Flexible back-office interface functionality to support other retailing products • Account based ticketing • Best fare calculator • Delay repay settlement / solution • Delay Repay solution • Digital Wallet • Reservation System (RARS 2) • Ticket fulfilment (traditional paper tickets) • Support and/or deliver yield management tools • Facilitate new payment solutions/providers • ITSO/Smart Media Host Operating Processing System • Retailing product development and innovation The purpose is to run a competitive tender exercise to select a partner to deliver the entire webTIS and App solution. GTR propose a single solution and do not intend to split the opportunity into lots. GTR reserve the option to extend the use of the successful online webTIS solution to existing ticket fulfillment solutions across its network via any multi-platform functionality delivered as part of this award.

Renewal Options

the final contract award will include options up to a full term of up to 60months. i.e. an extension of a further 36months following the initial award term of 24 months.

CPV Codes

• 48110000 - Point of sale (POS) software package
• 72212110 - Point of sale (POS) software development services

Indicators

• Variant bids may be considered.
• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are not available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Important information regarding this expression of interest (EOI): Govia Thameslink Railway Limited's ("GTR") contract to operate passenger carrying rail services (its "Franchise Agreement") expires at 01:59 on 1 April 2022 ("Franchise End Date"). On and from that time: A) GTR's Franchise Agreement may be extended ("Scenario A"); or B) GTR may be awarded a new, different, contract to operate passenger carrying rail services ("Scenario B"); or C) GTR may cease to operate passenger carrying rail services and a new company operated by a Department for Transport (DfT) (the "OLR Company") will commence the operation of passenger carrying rail services in what was GTR's franchised area ("Scenario C"). The ITT to which this EOI relates will commence before the Franchise End Date, however the decision to award will be taken after the Franchise End Date. GTR is therefore acting on its own behalf and as a central purchasing body under Regulation 55 of the Utilities Contracts Regulations 2016. Responding to the EOI you understand that should: 1) Scenario A or scenario B transpire GTR will operate the entire ITT process and, it as a result it awards a legally binding contract to the successful participant, GTR will be the successful participant's counterparty; and 2) Scenario B transpires GTR will commence the ITT process and as at Franchise End Date GTR will have no further involvement. Post Franchise End Date the ITT process may be continued by the OLR Company and, if as a result OLR Company awards a legally binding contract to the successful participant, OLR Company will be the successful participant's counterparty. EOI recipients understand that by participating in the EOI they acknowledge and agree to the above.