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. There has been 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 call into a Travel Centre to book more complex journeys or to query tickets they may have purchased through another channel.

Cost of sale at Travel Centres is one of the highest of all the retailing channels, therefore, it is critical to have a TIS that is intuitive and can retail all existing types of tickets and journeys quickly and efficiently.

We are 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; within this the most significant are the replacement of the Fares System (completed in September 2017) and the replacement of the Reservations System (formerly NRS, aimed to be complete at some point in 2020, also known as RARS- Rail Availability and Reservation System). Also, the anticipated upgrade of Lennon. This replacement of legacy systems with up to date dynamic, flexible and open systems will afford operators much more flexibility and commercial opportunity and unleash 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 December 2016, a new fleet of Ticket Vending Machines (TVMs) in March 2017 and a new website and app in the 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 which means 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) in the near future. These have 20 % more seats than the current trains 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.

London North Eastern Railway’s goal is to maintain the ability for operator led retailing at Travel Centres but be innovative about how to deliver this.

The new Ticket Issuing System should enable our Travel Centre Teams to provide an excellent service to customers behind a counter in a Travel Centre 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 Travel Centre and as a mobile device around the station,

— intuitive to use and giving clear information to the user,

— future proof and adaptable to industry wide 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.