Improving Customer Accessibility

Tender description

Transport for London (TfL) is focused on ensuring all customers experience a positive journey, including those with physical, visual, audible and neurodivergent impairments. This means seamless end to end journey completions and if a problem is encountered, these customers know how to continue their journey and/or access support. At this stage, TfL is undertaking early market engagement, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) on improving customer accessibility. This MSQ is focused on seeking innovative solutions to potential trial and scale, particularly those which can overcome challenges experienced by our customer impairments. These include: • Personalised journey planning Information - to help customers plan their journey based on their access requirements, seating availability and crowd/busyness comfort levels. • Personalised end to end journey navigation - to help customers navigate through our multi-mode network (train and bus) which can differ by systems, technology, station layout, service providers, mode access and infrastructure. • Live journey updates - to notify and update customers of any changes to their journey in response to access for example, a lift and/or escalator suddenly becomes out of service. • Journey optimisation - support customer's to time their boarding on and off transport more accurately and locate seating faster. • device connectivity - allow customers to stay connected to applications where connectivity is reduced. • Service continuity- where the prime customer solution is down, customer cannot switch easily to a secondary solution. • Customer support - solutions which allow customers to contact TfL and communicate their needs to TfL. Please note that solutions should not be limited to tech or app-based solutions. This MSQ is seeking market feedback to: • Understand what solutions exist and ready for implementation. • Understand what technologies exist in other industries that might be applicable to this problem area. • Gauge suppliers' interest, capabilities, and capacity to engage in a trial. If you have any questions regarding this PIN please contact: v_chrismargarido@tfl.gov.uk TfL have recently switched to a new sourcing system, SAP Ariba, meaning that TfL's processes are now different to those that suppliers may be familiar with. The following instructions explain this new system and provide guidance on how interested parties will be able to communicate with TfL and access the MSQ through the new system. For help on registering on the SAP Ariba system and for checking if your organisation already has an account please refer to https://content.tfl.gov.uk/supplier-registration.pdf In case of registration problems please contact Ariba_Supplier_Enablement@tfl.gov.uk Upon completion of registration, interested parties must inform the TfL lead via email (v_chrismargarido@tfl.gov.uk), in order that they can be invited to the event in Ariba. They will then have unrestricted and full access to the MSQ, free of charge through their dashboard when they login to Ariba at https://service.ariba.com/Supplier.aw. Any subsequent competitions shall also be run through SAP Ariba. Please can you express your interest by emailing v_chrismargarido@tfl.gov.uk by close of play 12th December 2023 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 15th December 2023. Lot 1: At this stage, TfL is undertaking early market engagement: • Understand what solutions exist and ready for implementation • Understand what technologies exist in other industries that might be applicable to this problem area • Gauge suppliers' interest, capabilities, and capacity to engage in a trial. Depending on market feedback, TfL may seek to process to trial and scaling phase which would include further procurement information.