Open Banking (Request for Information)

Description

The train companies operated by DOHL - The DFT holding company for government controlled Train Operating Companies (TOCS), are committed to delivering the best experience for their customers, including providing a wide range of payment options when purchasing tickets. The DOHL TOCs intend to add open banking - pay by bank as a payment type for web and app channels, enabling customers to pay for tickets and other services using an instant authorised bank transfer through their banking app. Different TOCs use a range of web and products, some bespoke, and other, white labelled SaaS platforms offered by third party vendors. TOCs currently offer a range of online payment options, including Credit and Debit Card, PayPal, incorporating Pay in Three, Apple and Google Pay. Open Banking will sit alongside these options, using a dedicated Call to Action button. Please note that purchasing rail tickets is not as straightforward as some other purchase models, and it will be necessary to store a reservation ID alongside the more usual fields. A high level process map for a typical Ticket Issuing System is included in this PIN for reference. Integration is envisaged to be through existing payment service APIs and integration offered by the Ticket Issuing System. Refunds are a common occurrence, due to customers changing their plans, delays and cancellations. An automated process is used to make refunds, and where a customer has paid through open banking, this must be available as an automated refund channel. In some cases, a refund team may make manual refunds, and this should also be an option through the open banking provision. Lot 1: The DOHL TOCs intend to tender either jointly or individually, using a set of common requirements and volumetric pricing structure, for the provision of Open Banking through the Government DPS RM6301 Framework. Potential suppliers are advised that they will need to join this framework to be able to tender. This PIN is being issued to allow time for potential suppliers to complete the formalities to join the framework. Additional information: Our intention is to issue the tender for provision initially to one Train Operating Company - LNER. The following services will be included: 1. Open Banking payment service when paying for tickets and associated services through the existing TOC's App / website, including white label products, using volumetric pricing 2. Open Banking refund service, triggered through our automated refund service, and manually where required OR Each TOC will issue their own tender within an agreed timescale, but will align requirements across the tenders, along with a common agreed pricing structure using combined volumetric pricing. 1. Open Banking payment service when paying for tickets and associated services through the existing TOC's App / website, including white label products 2. Open Banking refund service, triggered through our automated refund service, and manually where required Interested suppliers are requested to complete the questionnaire at https://forms.microsoft.com/e/iSAQFjsRYc to give initial insights to help us shape the procurement.