Lost Property

Tender description

London North Eastern Railway (LNER) is exploring opportunities to transform its Lost Property service through the introduction of an innovative, customer-focused and digitally enabled operating model. LNER is seeking to develop an integrated, end-to-end Lost Property service that improves the experience for customers, reduces administrative activity for frontline colleagues and supports the efficient management and repatriation of lost items. Our proposed procurement approach comprises two complementary lots: • Lot 1 – Digital Lost Property Management Solution • Lot 2 – Logistics, Centralised Storage and Physical Lost Property Management The proposed solution would support LNER's 13 managed stations and integrate with a separately provided physical Lost Property management service. Areas of interest include: • Customer experience: Accessible online reporting, self-service tracking, proactive communications and clear customer information. • Operational functionality: Simple item registration, categorisation, photographic records and secure case management for colleagues. • Intelligent matching: Search capabilities, automated matching and opportunities to responsibly apply artificial intelligence. • Integration: Secure information exchange with logistics providers and other relevant LNER systems. • Repatriation: Digital support for ownership verification, customer collection, courier arrangements and payments where applicable. • Management information: Reliable data, performance reporting, audit trails and operational dashboards. • Future development: A scalable, technology-agnostic solution capable of supporting innovation and future railway requirements. LNER welcomes engagement with suppliers offering established digital platforms as well as those providing innovative or alternative technology solutions. LNER is exploring the appointment of a supplier to manage the physical Lost Property journey following transfer from LNER's local station arrangements. The proposed service would cover LNER's 13 managed stations, with the flexibility to support future developments. Under the indicative operating model, items would ordinarily remain within local LNER arrangements for up to 10 days before transferring to a centralised management provider. LNER's initial preference is to explore a hub-and-spoke logistics approach, although alternative solutions that demonstrate operational, customer or commercial benefits would be welcomed. Areas of interest include: • Station and hub logistics: Scheduled collections, consolidation, secure transportation and efficient transfer arrangements. • Centralised storage: Secure receipt, processing, inventory management and storage of lost property. • Chain of custody: Comprehensive tracking, accountability and audit arrangements throughout the physical journey. • Customer repatriation: Convenient collection, courier and delivery options, including appropriate ownership verification. • Specialist handling: Appropriate management of valuable, sensitive, fragile and unusual items. • Retention and disposal: Responsible management of unclaimed property, including recycling, reuse, charitable donation and other approved disposal methods. • Digital integration: Effective interaction with the appointed digital Lost Property platform, ensuring accurate and timely item-status updates. • Sustainability and resilience: Efficient logistics, responsible environmental practices and robust business continuity arrangements.