Software programming and consultancy services

Tender description

LNER are committed to improving the way we manage and share service delivery information, both during normal train running and periods of disruption. Like many other train operating companies, LNER currently rely on an email-based operating system to communicate updates to front-line teams. This system also feeds various downstream systems, such as the GB rail industry’s official train running information engine, Darwin. There is now an opportunity for LNER to introduce a revolutionary new system and way of working. Here at LNER, our people need the right information at the right time. For this reason, we are looking to replace the current information system with a smarter and more dynamic service delivery information tool. This will be in the form of an information database centred on a push – pull concept. The new system should allow us to make a significant step-change in how we manage disruption and normal train running, enabling our customers and staff to make well-informed decisions. The company is looking for a supplier that will make a difference; one that has a proactive approach to the provision of services and will provoke fresh ideas. This supplier will want to work with LNER to support the company vision ‘Consistently deliver great experiences for our colleagues, our customers and our communities’. We are looking for a supplier to provide a superior innovative solution with the potential to evolve over the life of the contract and beyond. The service delivery information tool will form the core feed for both staff and customer-facing information channels. This will transform the way we manage disruption and ensure all information is communicated in an effective way. It is our aspiration to replace both the user interface, through which information is input, as well as the output of the existing system. Consequently, there will be two main elements to this project: Service delivery information management tool This will provide comprehensive incident management that transforms the way information is recorded and managed. The tool will facilitate the development and communication of robust decisions and recovery plans using smart decisioning. Incident information will be centralised in one management system to ensure a single source of the truth for any incident. The system will enable multiple users to provide updates in real-time and will integrate with our customer-facing tool. Colleague service delivery information tool The output of the system will ensure that all LNER colleagues have access to accurate, personalised, real-time information about disruption incidents and train-running information. This will provide our people with the tools they need to keep our customers informed. In addition, colleagues will be able to contribute relevant contextual information based on their on-the-ground experience. It is our aspiration that the new system will enable us to meet our business goal to make ‘disruption our finest hour’ and for LNER to be the industry leader in providing efficient, consistent and clear information to our customers and stakeholders.