Journey Advice and next best action Proof of Concept (PIN only)

Description

LNER is continually looking for innovation that can address our customer pain points through their journeys on Rail. This innovation can be stimulated by LNER under our innovation remit, to look for solutions to pain points we have identified, and then canvass the market for an adaptable solution. If there is no solution apparent, LNER has budget to investigate with third parties a proof of concept or pilot to validate our hypothesis. Pain Point description: Ticket journey advice was highlighted as a pain point by station managers at LNER stations. Customers arriving at stations are not always clear on the most appropriate train service, carrier and platform for their journey. There is further evidence commissioned by our research and insight team that rail customers are not clear on the validity of a ticket and which services it is appropriate for. This pain point applies to both non disruption and disruption periods on the rail network. However disruption brings a greater need for clear information in the moment regarding alternative travel options. LNER believes that information sources do exist to advise customers, but the key information needed to allow a customer to decide the next best action for their journey is not surfaced to the customer in an easy to digest manner. Challenge statement: “How might we provide our customers with simple, personalised and timely information in the moment on their journey with using the ticket in their hand, so they can make the best travel decisions appropriate to their needs at that moment” Lot 1: Solution outline: We are open to proposals for a pilot system in the following formats: • No-code solution (to fit tablet or large-scale digital screen), with demonstratable proof that the data sources/extracts supporting the no code application are available and could be accessed in real time if a live working prototype was subsequently developed. • An application prototype (to fit tablet or large scale digital screen), which has integration to key rail systems to obtain the necessary data. Both the above approaches should be able to demonstrate an easy to understand user interface which allows a ticket holder to be fully informed and make the best decision for their onward journey. Attached with this PIN is further information from LNER on the systems we believe are available to address this challenge and a simple ideation of the type of information the customer interface may well convey. Any use of public or private data sources to address the challenge should be compliant with GDPR rules around use of personalised data. An agile approach to accurately delivering requirements to time, cost and quality, in addition to having the scope and capability to further develop at pace, as requested by LNER, is a fundamental requirement. Project completion and success criteria: The award of this pilot/proof of concept to any party does not infer a commitment to purchase a long term solution from the provider. The successful applicant is expected to report in line with our innovation key measures below :- Desirability - Do users have a need for this service and how important is that need. What does a successful implementation look like for users. (pre pilot research and pilot feedback) Feasibility - Can it fit in with LNER existing core business operations and are any new capabilities requiring to be built to deliver to meet the objectives. Viability - Is there an implementation (based on Pilot feedback) which is sustainable for LNER to implement or would likely lead to a viable business case in the future. Period of Pilot / Proof of concept: For this challenge, LNER are open to suggestions and reasoning from the applicant on the length of time needed to measure success. For initial guidance, LNER would not expect a pilot period longer than 3 months (which should allow opportunity for a number of ‘disruptive’ rail days).