Automatic fare collection

Tender description

NTL are looking to procure an Online Retail Service for the sale/purchase of Great Britain (GB) Rail tickets, the key functions of the service will include: — app/web channels, — associated services such as payment, with the option to provide customer service and aftersales support, — capable of being integrated into the broader ecosystem of digital customer and marketing services. This Periodic Indicative Notice (PIN) acts to instigate the following: • to provide advance notice to the market of an imminent procurement activity to procure a new Online Retail Service – UK Rail, to provide an initial outline of the scope of services, and to • allow participants to take part in a market sounding exercise, prior to the commencement of the procurement. Northern Trains Ltd (NTL) provides 2 800 local and regional train services every day across the north of England, serving a population of nearly 15 million. There are now 108 million passenger journeys made on our network each year and we employ over 6 500 people. This makes Northern the second largest train operator in the UK. Since 2016 we have been modernising to improve our customers' experience by: • removing Pacer trains, • introducing 101 brand new trains, • providing more than 2 000 extra services each week, • enhancing depots, • improving infrastructure through gauge clearances and lengthening platforms, • improving ticketing and retailing. From 1 March 2020 we came under public ownership and became Northern Trains Ltd, a subsidiary of the Department for Transport’s own agency, DfT OLR Holdings (DOHL). We continue to trade under the name of Northern. The current provision for Online Retailing Services is coming towards the end of its contract term, in light of our obligations under Utility Contract Regulations (UCR) 2016 we are looking to re-procure these services with a view of delivering a ‘best of class’ retail service that would align to our strategic vision for Online Retail Services for GB Rail Tickets going forward, we expect that a new service would be: A cost effective, market leading, online ecommerce service, that will: • make it simple for our customers to plan their travel, pay for travel, and keep informed about their journey; • remain market leading, with ongoing investment and roadmap, to offer a best in class ecommerce experience; • integrate into our wider digital customer experience; • support our retail strategy objectives, particularly around migration to digital and account based fares; • be appropriate for Northern’s investment appetite and team size; • enterprise-grade solution, meeting relevant security, accuracy, performance and availability targets; • ability to seamlessly integrate content from other suppliers with different specialisms. Suppliers intending to take part in the Market Engagement should notify NTL of their intention by email to: Neil Bowen, Procurement Manager neil.bowen@northernrailway.co.uk Suppliers will be issued with a Memorandum of Information (MOI) detailing a high-level summary of the proposed scope and a summary of the procurement process. In addition, NTL will issue a Market Engagement Questionnaire which will look to pose a series of questions which aim to provide NTL with greater market awareness of existing capabilities prior to commencing the procurement exercise. Information enclosed in the questionnaire form will be treated in the strictest confidence, suppliers should note that NTL may use the information provided to help inform the procurement exercise, the requirements and any other associated approach. The deadline for return of the questionnaire is 12.00 (GMT) midday on the 5 January 2021, those who miss the deadline can still forward the information, but NTL reserve the right to either ex/include the details for consideration. NTL will hold a series of (virtual) Face to Face sessions with those suppliers who are interested in taking part. These will take place in early January 2021, details of how to request a slot can be found in the Memorandum of Information. Due to the current Covid-19 pandemic, it is anticipated that any interface with Northern Trains will be delivered remotely via a meeting application.