IT services: consulting, software development, Internet and support

Tender description

Merseyrail Electrics 2002 Ltd (Merseyrail) require the development and implementation of a Merseyrail online retailing channel which will integrate with the current Merseyrail.org customer website and the Merseyrail mobile phone application to provide a seamless customer experience. Merseyrail’s future ticketing programme aims to deliver a world class ticketing solution for the local region that is accessible, efficient and customer centric. To ensure this objective can be met, part of the programme focuses on the development and implementation of an online retailing facility which will integrate with the Merseyrail.org customer website as well as the Merseyrail mobile phone application. Merseyrail are one of the only Train Operating Companies (TOC) without an online retailing presence and around 95 % of our ticket sales are completed via the station booking office. It has been recognised that the retailing channels need to be expanded to cater for customer’s needs. Scope of the Request Merseyrail requires the development and implementation of an online retailing channel which will integrate with the current Merseyrail.org customer website and the Merseyrail mobile phone application to provide a seamless customer experience. The core requirements are summarised below: — the development and implementation of an online retailing channel. This channel is to be bespoke to Merseyrail and when a customer clicks from our current customer website to buy tickets the transition should be seamless and look as if they haven’t moved to a third party site, — integration of the online retailing channel with the Merseyrail.org customer website, — the online retailing channel must have the ability to integrate with the Merseyrail customer mobile app (android/IOS), — the retailing of Merseyrail’s products (as detailed in the functional requirements) as well as other operators products, — delivery of tickets via barcode which can be printed at home or delivered to their device to be validated, ensuring that interfaces are in place with the back office validation system(s), — ITSO product fulfilment, ensuring that interfaces are in place to fulfil via Merseytravel’s, Rail Delivery Group (RDG) and other Train Operating Company (TOC) Fulfilment Services/Host Operating Process System (HOPS); and — the low value of our average fare dictates that the cost element of any webTIS would need to be lower in pence value per ticket than other train operators. Ongoing site maintenance and support. The estimated value covers, development costs, transaction fees, maintenance and support and development for allowance of future requirements over the full term of the contract. Future developments are not covered in the estimate and as such the actual price may be higher should future developments be required.