Transport & Mobility Managed Service (TMMS) and Associated Services

Tender description

London Councils requirement tender shall be divided in to 4 lots: Lot 1 Card Management System (CMS) or Customer Relationship Management system (CRM) IT Solution Lot 2 Managed Service (Portal & card production) Lot 3 Data Matching, Cleansing & Management Services Lot 4 Integrated Transport Smartcard Organisation (ITSO) Back Office & Host Operator or Processing System (HOPS) Managed Service Lot 1: Card Management System (CMS) or Customer Relationship Management system (CRM) IT Solution Card Management System (CMS) or Customer Relationship Management system (CRM) IT Solution London Councils is responsible for the delivery of the Concessionary Transport Schemes, which includes a statutory duty to issue and manage ITSO smartcards/ smart media and the technical infrastructure to support operator ticketing systems. Smartcard / smart media technology. The Council's contract for a HOPS, CRM, online customer portal and card management bureau is due to end in October 2025 and must be replaced. The new solution should be cost effective and ensure the continuity and future development of smart card ticketing in London over the next five years. Specifically the London Councils is looking to purchase the following services: • Data Transfer / Transition to a new system; • Customer Relationship Management or Case Management software system; • Online portal for ordering Smart Card / Media for use by general public and or Transport Staff; • Commercial Smart Card / Smart Media; • Data Analytics; • Production of Smart Cards / Media; • Distribution of Smart Cards / Media; • Smart Card / Media support through a back-office system (HOPS); • Contact centre; • Secure Smart Card / Media data exchange(ISAM); • Hosting Services; • Maintenance and Support as appropriate for the all the above services; • PCI DSS compliant payment mechanism; • System integration of all of the above services including utilising API's to connect to other local authority systems Lot 2: Managed Service (Contact Centre, Portal & Card Production) Managed Service (Contact Centre, Portal & Card Production) The production of cards from validated data through personalisation to their dispatch by post. The service is to be compliant with the relevant ECNTS and ITSO specification and usually requires personalisation and encoding on Oyster pre encoded cards, some cards (less than 1%) may be issued as Oyster only. The contractor will be required to hold in stock pre-encoded Oyster cards. To personalise and/or produce smart, magnetic strip or other cards for London Councils and other authorities. This may include cards for the London Taxicard scheme which are currently magnetic strip and require personalisation. The contractor must offer a tariff for card purchase, bespoke card encoding, personalisation, application processing, data capture and validation, card management and customer interface. Lot 3: Data Matching, Cleansing & Management Services Data Matching, Cleansing & Management Services Data cleansing and verification services for concessionary travel. Lot 4: Integrated Transport Smartcard Organisation (ITSO) Back Office & Host Operator or Processing System (HOPS) Managed Service The capture and verification/validation of all applicant data, card data and compliant with the relevant ENCTS, ITSO, Oyster specifications and data protection legislation requirements.