Defence Online

The current contract for Software package and information systems in London is projected to end on 16/5/2017 and may be available for re-tender.The current contract for Software package and information systems in London included suitably qualified providers of web and mobile (web and app) based rail ticket retailing, settlement, and fulfilment services for all of its United Kingdom based rail franchises (current and future) as appropriate.The solution will comprise in its entirety the following key elements:— A web site and mobile optimised web site and app for the retail of all applicable rail ticket products and services (seasons, non seasons, sleeper etc.), including any promotional or add on services, and their settlement and fulfilment through appropriate industry systems and fulfilment methods (e.g. ticket on departure at ticket vending machines or station booking offices, mobile tickets on phones, print and home, ITSO, etc),— A real time journey planning capability that supports the planning of a journey prior to booking and thereafter mechanisms to continuously inform customers as journey plans change due to planned or unplanned timetable alterations etc,— The solution should provide for appropriate and robust fraud detection methods and should be RSP accredited and PCI DSS compliant by time of contract award,— Customer support and account management services will be required and providers should consider a call centre approach supported with online self service capability, such as online journey change and refund, dynamic FAQ, web chat etc. A single sign on account management capability will be required that integrates existing web accounts of the rail company and a customers single sign onto the web the app, etc,— A customer database should support the provision of the customer support services capable of near real time updates of customer bookings, and integration with existing rail Franchise CRM systems etc.All aspects of the solution and service provision should include product development opportunity so the solution and service can continue to adapt and evolve in line with emerging trends in technology, both rail industry related and more generally in the online retail and mobile space and customer support provision.The solution should allow for integration by first of other 3rd party suppliers of first, for example providers of app based customer information services, or providers of industry real time service information etc.