Railcards Support Services (RRS)

Tender description

The RRS is an existing service, and RDG is considering going to market for the support, maintenance and future enhancement of the RRS (via CI/CD) delivered via pre-existing platforms (see Scope Outline for more detail). The primary core services RDG would look to re-procure cover five platforms/services and a Systems Integrator (SI), equalling six packages in total. RDG is looking to procure Railcard Support Services with a view of delivering a 'best in class' service at an improved price. RRS has undergone considerable change through the latter part of FY24 and FY25 and delivers a secure and reliable service, but with scope to find additional efficiencies and to continue improving customer experience. Successful Bidders will therefore be responsible for the following, as outlined in the below diagram: Transition (where required) - Appropriate time working with RDG and the incumbent supplier(s) to understand the existing solution. Support & Maintenance - Performing the activities and tasks required to keep RRS existing platforms and services functioning against agreed non-functional requirements and service levels. Keep the RRS solution with the latest stable versions (configuration management) with detailed impact analysis. Ongoing Product Enhancements (CI/CD) - Delivery of RDG's roadmap for RRS as well as proactive identification of customer experience and service improvements and efficiencies. Beyond the transition phase, the Supplier(s) will be expected to provide full support from day one and have a clear and good understanding of the RRS roadmap so that the Suppliers can maintain system availability, as well contribute to process / system efficiencies, look to reduce costs as well as customer experience enhancements. RDG is seeking input from interested parties to inform the procurement strategy ahead of commencing a formal procurement process. RDG also wants to work with the market to better understand suppliers' capabilities and experience so RDG is well placed to lot the six packages (five platform / system support & one SI), as RDG will seek to design the lots to ensure award to no more than three suppliers for reduced complexity and contract overheads. Procurement Aims The key aims of the potential procurement is to: Remain a highly reliable, robust and excellent customer focused service; Reduce the cost of service; Enable delivery of the RRS Roadmap while remaining flexible to evolving technologies, business need and customer behaviour; Be appropriate for RRS investment appetite and team size; Alignment of core service support contracts as RDG move into GBR; To review the marketplace for suppliers for the Railcard services as a whole; To evaluate the marketplace for a solution that works for today's requirements and any future requirements; and To source the most appropriate supplier(s) for managing the Railcard services at the best price.