IT services: consulting, software development, Internet and support

Description

We are looking to introduce a ticket issuing system that is built into a robust platform, is intuitive to use and giving accurate clear information to the user. This must be capable of being used behind a counter in a travel centre and on a mobile device around the station, the solution must be future-proof and adaptable to industry wide development's and changes to key systems. It must also have the potential to achieve efficiencies to lower the cost of sale and support increases in the NAS scores. The minimum day one requirement is for a well developed off the shelf solution that is compliant with rail industry standards and accredited. We acknowledge there may be limitations against our requirements in what is readily available in the market but will put emphasis in selecting a system that is accompanied by a compelling roadmap. Retailing at rail stations has changed over the last several years, with a substantial channel shift to web and self-service sales, though a need to have operator led retailing systems remains. While retail sales over the counter are declining, the need to support after sales has risen. Customers usually use a Travel Centre (TC) to book more complex journeys or to query tickets purchased through another channel. Cost of sale at TCs is one of the highest of all retailing channels, therefore, it’s critical to have a TIS that is intuitive and can retail all existing types of tickets and journeys quickly and efficiently. We’re looking for a solution that’s scalable and can cope with evolution in user requirements. There are a number of changes underway or in planning which represent challenges and opportunities for the business and for any successful TIS supplier to consider in their response to this ITT. (a) The rail industry is undergoing a major central systems modernisation programme; the most significant being the replacement of the fares system (completed September 2017) and replacement of the reservations system as well as the anticipated upgrade of Lennon. Replacement of legacy systems with up to date dynamic, flexible and open systems will afford operators much more flexibility and commercial opportunity unleashing potential which to date may have been restricted. (b) LNER is undergoing major transformation of all retail systems. A new on-board system was introduced in October 2016, a new fleet of Ticket Vending Machines (TVMs) in March 2017 and a new website and app summer of 2017. These are all linked to a ‘Central Booking Engine’(CBE). c) LNER are considering potential changes in the way we retail at stations. (d) LNER has introduced a sophisticated CEM (Customer Experience Management) system meaning we can truly personalise the service and information to our customers. (e) LNER is introducing a brand new fleet of Hitachi Class 800 Trains (Azuma) shortly. These have 20 % more seats than the current fleet and come in different variants (9 car, 5 car). This, combined with planned expansion to the timetable between 2019 and 2021 will introduce new destinations, increase frequency on key routes and reduce journey time. This roll out will be phased, meaning regular timetable updates and lots of queries from customers who may want to travel on the new trains. LNER’s goal is to maintain the ability for operator led retailing at TCs while being innovative with delivery. (f) The DfT is keen for TOCs to work ‘smarter’ in order to meet the ever-changing needs of customers. Their vision is to make smart ticketing available across almost the entire network by the end of 2018. Smart ticketing simply means a form of non-paper ticket that stores travel details on a plastic card or digitally. (g) Here at LNER we already offer smart tickets in the form of barcodes — either self-print e-tickets or m-tickets on mobile phones. Train managers and our revenue protection team are also already able to accept selected Integrated Transport Smartcard Organisation (ITSO) smartcards — this is the technology being prioritised by the DfT. When the DfT STNR programme goes live in 2019 (date tbc) we plan to retail tickets to ITSO smartcards. The new TIS should enable our TC Teams to provide an excellent service to customers from behind a counter in a TC or out and about around the station; built into a robust, intuitive platform it should allow for efficient retailing, provision of accurate information and advice and effective tools to support customers’ ticketing queries. Our concept of the new TIS looks like this: • capable of being used behind a counter in a TC and as a mobile device around the station; • intuitive to use and giving clear information to the user; • future-proof and adaptable to industry developments and changes to key systems e.g. new reservation system. Bringing cost efficiencies to lower the cost of sale and support increase in NAS.