Online Ticket Issuing System (webTIS and mobile app)

Descriptions

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., 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:, oDelay Repay including Smartcard notifications, oExisting smartcard back-office to support existing ITSO Account Based Ticketing (ABT) solution. , oNational Rail accredited industry source data sets to feed the information into both the webTIS and the app., oCustomer journey planner (through API)Ticket forwarding process (paper fulfilment), oRefund portal , oRARS 2 reservation system, oCustomer 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:, oBackoffice functionality to process customer refunds, oBackoffice functionality to review customer accounts and purchase history for customer queries, oBackoffice functionality to add/remove e-vouchers to customer accounts, oDifferent 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.