Online Ticket Issuing System (webTIS and mobile app)

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.

Tender Programme (forecasted)

Call for Competition (EOI) ends: 21st March 2022 Tender Issue: by end March 2022 Tender Returns: Early May 2022 Clarifications / Assessment Complete: May-June 2022 Contract Notification: End June 2022 Contract Award: July 2022

It is anticipated that the tender will be limited six suppliers, though this will be subject to the quantity or suppliers expressing an interest. In the event a pre-qualification questionnaire (PQQ) is required, this will have two (2) clear aspects:

a) A checklist of pass/fail functionality, compliance, and accreditation

b) An assessed PQQ section

The PQQ period inclusive of assessment may take up to five (5) weeks. GTR intend to invite the top six (6) scoring suppliers to the tender event.

Those submitting tenders will be required to resource accordingly to meet the required tender return date.

Expression of Interest Response/ Reply to the call for competition:

The supplier is requested to confirm their ability to meet the above requirements. All other competency requirements to award a contract will be identified with the tender enquiry documentation. The proposed contract will be on GTR (The Go-Ahead Group's) model terms and conditions for supply of services. Mandatory terms and service levels will be included within the tender package aligned to the programme.

Please send returns to:

[email protected]

Subject: GTR Online webTIS (desktop and app) - Expression of Interest

Additional information: 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.