Concessionary and Commercial Customer Management Systems, Web and App Digital Retail (inc MaaS), ITSO PAYG E-Purse Systems, Business Intelligence Software, and Convenience Store Retail Development and Services for Transport Ticketing

Description

Smart Applications Management Limited (SAM) is the trading name of South West Smart Applications Limited, a Membership based central purchasing body, which owns and runs the National Mobilities Procurement Hub for its Members. This Framework is seeking the provision of multiple Software as a Service Lots providing Concessionary Travel Customer Management (CT-CMS), Commercial & Concessionary Travel Customer Management (CCT-CMS), Web and App Digital Retail (inc MaaS), ITSO PAYG E-Purse Systems, Business Intelligence Software, and Convenience Store Transport Ticketing Retail Development and Services. Framework Lot 1a is for the provision of a Concessionary Travel Customer Management System (CT- CMS), which is the core customer management software delivering high quality management of sensitive customer information and acting as the key conduit between SAM or a SAM Member and all other elements of a Concessionary Travel System. There is a great importance on the ability of the CT-CMS to interact reliably with other non-ITSO and ITSO components to ensure full transparency of the customer activities. The CT-CMS Lot also provides the opportunity to provide optional elements desired by SAM Members, to complement the CT-CMS including a third party Web Interface, and a Reimbursement Module for apportioning concessionary reimbursement payments to Operators. Framework Lot 1b is for the provision of a Commercial & Concessionary Travel Customer Management System (CCT-CMS), replicating all of the Lot 1a requirements but with enhanced functionality to support commercial ticketing. Framework Lot 2a is for Web Retailing for transport ticketing. The requirement is for passenger facing, outcome focussed concessionary and commercial Web Portals retailing products and services for transport ticketing. It is expected that Tenderer's solutions are available now, modular based, and do not require significant new development other than configuration to meet a Customer's business rules. Framework Lot 2b is for Digital Retail Mobile Apps, including Mobility as a Service (MaaS) Apps. The requirement is for passenger facing, outcome focussed App retailing products and services for transport ticketing. It is expected that Tenderer's solutions are available now and do not require significant new development other than configuration to meet a Customer's business rules. It is designed to support as many solutions as possible from a small-scale Barcode App for scholars travel - to a full MaaS App integrating with multiple third party systems. Framework Lot 3 is for ITSO Pay As You Go (PAYG) E-Purse Services with associated Transit Settlement System (TSS) to provide an FCA regulated payment system for an ITSO Stored Travel Rights (STR) product. The PAYG-TSS will deliver an end to end payment system for multiple operators who make use of a scheme STR or a single operator who chooses to have their own STR. Framework Lot 4 is for the provision of Business Intelligence Software bringing together travel and customer data, to support detailed data analytics and reporting for a SAM Member. The BIS platform is required to take daily data feeds from multiple software sources including, but not limited to an ITSO AMS-HOPS; Customer Manager System(s), Concessionary and Commercial Web Portals, as well as additional 3rd Party systems such as Transit Settlement Schemes, and hosts the data on a dedicated secure platform for multisystem analysis and reporting. Framework Lot 5 is for Convenience Store Retailing of Smart Ticketing Products, providing passengers with an ability to purchase and top up ticketing and related products on to their smart media within a local store environment. Lot 1a: Framework 6 Lot 1a Concessionary Travel Customer Management System Framework Lot 1a is for the provision of a Concessionary Travel Customer Management System (CT- CMS), which is the core customer management software delivering high quality management of sensitive customer information and acting as the key conduit between SAM or a SAM Member and all other elements of a Concessionary Travel System. There is a great importance on the ability of the CT-CMS to interact reliably with other non ITSO and ITSO components to ensure full transparency of the customer activities. The CT-CMS Lot also provides the opportunity to provide optional elements desired by SAM Members, to complement the CT-CMS including a Web Interface for Online Concessionary Travel Applications & Product Management, and a Reimbursement Module for apportioning concessionary reimbursement payments to Operators. The CT-CMS will act as a management tool to issue smart media and associated products, maintain the smart media while in use and finally take them out of use; The CT-CMS will be capable of the administration of ITSO Shells and Products which are not on a card but on an alternative media such as a mobile phone; The CT-CMS will be capable of providing information on: • Products owned or managed by the SAM Member but hosted in a third party ITSO Shell. • Third party products hosted in an ITSO Shell owned or managed by the SAM Member The CT-CMS will be able to be partitioned to allow multiple Shell owners, retailers and Product owners to co-exist and be managed within partitions according to data protection and sharing parameters defined by the SAM Member and the shell owner, retailer or Product owner. The CT-CMS will allow the SAM Member to own shells, product and the retailing functions for third parties who do not wish to own their own. The CT-CMS will interface with a number of third party systems using an industry standard format, including but not limited to AMS-HOPS, Card Bureaus, Remote Fulfilment Server, Web Portals, Transit Settlement Systems, Data Analysis Packages and Payment Services. The CT-CMS must have a GUI to enable governance and management of the data stored. The CT-CMS must be scalable and capable of adding further partitions as required. In addition, the CT-CMS may be further complemented through the provision of optional support services as defined, including an Operator Reimbursement Module. Lot 1b: Commercial & Concessionary Travel Customer Management System (CCT-CMS) Framework Lot 1b is for the provision of a Commercial & Concessionary Travel Customer Management System (CCT-CMS), which is the core customer management software delivering high quality management of sensitive customer information and acting as the key conduit between SAM or a SAM Member and all other elements of both a Concessionary and Commercial Travel System. There is a great importance on the ability of the CCT-CMS to interact reliably with other nonITSO and ITSO components to ensure full transparency of the customer activities. The CCT-CMS Lot also provides the opportunity to provide optional elements desired by SAM Members, to complement the CCT-CMS including a Web Interface for Online Concessionary and Commercial Travel Applications and Product Management, and a Reimbursement Module for apportioning concessionary and commercial reimbursement payments to Operators. The CCT-CMS will act as a management tool to issue smart media and associated products, maintain the smart media while in use and finally take them out of use; The CCT-CMS will be capable of the administration of ITSO Shells and Products which are not on a card but on an alternative media such as a mobile phone; The CCT-CMS will be capable of providing information on: • Products owned or managed by the SAM Member but hosted in a third party ITSO Shell. • Third party products hosted in an ITSO Shell owned or managed by the SAM Member. The CCT-CMS will be able to be partitioned to allow multiple Shell owners, retailers and Product owners to co-exist and be managed within partitions according to data protection and sharing parameters defined by the SAM Member and the shell owner, retailer or Product owner. The CCT-CMS will allow the SAM Member to own shells, product and the retailing functions for third parties who do not wish to own their own. The CCT-CMS will interface with a number of third party systems using an industry standard format, including but not limited to AMS-HOPS, Card Bureaus, Remote Fulfilment Server, Web Portals, Transit Settlement Systems, Data Analysis Packages and Payment Services. The CCT-CMS must have a GUI to enable governance and management of the data stored. The CCT-CMS must be scalable and capable of adding further partitions as required. In addition, the CCT-CMS may be further complemented through the provision of Optional support services as defined. Lot 2a: Framework 6 Lot 2a Web Portal Digital Retail for Transport Tickets Framework Lot 2a Web Portal Digital Retail for Transport Ticketing is for the provision of a Commercial & Concessionary Web Portals for the public transport sector. Covering all core elements of a passenger fronting service, the requirement is for a range of high quality modular options, depending on the customer, with a need to integrate with a range of third party systems through open APIs, including other Portals and Apps as appropriate. Lot 2b: Framework 6 Lot 2b Mobile App Digital Retail including MaaS The Digital Retail Mobile Apps Lot is focussed on Apps as used by the Passenger. In the wider context in which this requirement is to be read, a Passenger may be considered to be the user of traditional forms of public transport as well as a user of a car club, car parking, bike hire, taxi hire, and other less traditional public transport/passenger transit modes as embodied by the Mobility as a Service (MaaS) approach. The requirement is outcome based and aims to offer a wide canvas under which Suppliers existing products can be hosted, subject to a number of core requirements for which Tenders are required to support. It is expected that Tenderer's solutions are available now and do not require significant new development other than configuration to meet a Customer's business rules. During the duration of the Framework, it will be possible for Tenderers to update their response as new products are introduced. For the purpose of this requirement, a 'Ticket' is defined as a token which is purchased by a Passenger providing them with a right to travel. Other rights to travel may be derived from Entitlements due to Passengers age/class or other right to benefits. There is a minimum requirement to be provided by all solutions which supports a lower specification QR based entitlement product which could be used for travel such as school services. Further options are then selectable by the Tenderer to be able to provide: • Mobile Wallets and Retail Functions; • Barcode/QR Based Tickets; • Host Card Emulation (HCE) of ITSO Smartcards and Products; • Non-ITSO Host Card Emulation (HCE) of ITSO Smartcards and Products; • Yotra ITSO on Mobile; • HCE or Other Integration with Mobile Wallets for NFC Acceptance; • Digital Entitlements and Discounts; • Enhanced App Functionality; • Back Office Enhancements; • Alternative Tickets/Media/Communications; • Integration with Journey Planners; • Post-Pay and Account Based Solutions; • Mobility as a Service (MaaS) Functionality. Lot 4: Framework 6 Lot 5: Business Intelligence Software Framework 6 Lot 4 is for the provision of Business Intelligence Software bringing together travel and customer data, to support detailed data analytics and reporting for a SAM Member. The Business Intelligence Software (BIS) is a Data Visualisation Service for Data Analytics. The BIS platform is required to take daily data feeds from multiple software sources including, but not limited to an ITSO AMS-HOPS; Customer Manager System(s), Concessionary and Commercial Web Portals, as well as additional 3rd Party systems such as Transit Settlement Schemes, and hosts the data on a dedicated secure platform for multisystem analysis and reporting. Lot 5: Framework 6 Lot 5: Convenience Store Retail Services for Smart Ticketing This Lot covers the functional requirements and outputs of a solution that will permit all aspects of face-to-face retail of smart tickets and products at locations within an authority or scheme's operating area. The Lot has been designed to support a 'menu of requirements' approach that will allow SAM members to pick and choose elements to suit their own specific retailing need. It may not be the case that a single organisation will want to implement all the ticketing products shown in the Specification, which will support products that can be used on bus, coach, ferry and rail including seat reservations. Lot 1a: Framework 6 Lot 1a Concessionary Travel Customer Management System Framework Lot 1a is for the provision of a Concessionary Travel Customer Management System (CT- CMS), which is the core customer management software delivering high quality management of sensitive customer information and acting as the key conduit between SAM or a SAM Member and all other elements of a Concessionary Travel System. There is a great importance on the ability of the CT-CMS to interact reliably with other non ITSO and ITSO components to ensure full transparency of the customer activities. The CT-CMS Lot also provides the opportunity to provide optional elements desired by SAM Members, to complement the CT-CMS including a Web Interface for Online Concessionary Travel Applications & Product Management, and a Reimbursement Module for apportioning concessionary reimbursement payments to Operators. The CT-CMS will act as a management tool to issue smart media and associated products, maintain the smart media while in use and finally take them out of use; The CT-CMS will be capable of the administration of ITSO Shells and Products which are not on a card but on an alternative media such as a mobile phone; The CT-CMS will be capable of providing information on: • Products owned or managed by the SAM Member but hosted in a third party ITSO Shell. • Third party products hosted in an ITSO Shell owned or managed by the SAM Member The CT-CMS will be able to be partitioned to allow multiple Shell owners, retailers and Product owners to co-exist and be managed within partitions according to data protection and sharing parameters defined by the SAM Member and the shell owner, retailer or Product owner. The CT-CMS will allow the SAM Member to own shells, product and the retailing functions for third parties who do not wish to own their own. The CT-CMS will interface with a number of third party systems using an industry standard format, including but not limited to AMS-HOPS, Card Bureaus, Remote Fulfilment Server, Web Portals, Transit Settlement Systems, Data Analysis Packages and Payment Services. The CT-CMS must have a GUI to enable governance and management of the data stored. The CT-CMS must be scalable and capable of adding further partitions as required. In addition, the CT-CMS may be further complemented through the provision of optional support services as defined, including an Operator Reimbursement Module. Lot 1b: Commercial & Concessionary Travel Customer Management System (CCT-CMS) Framework Lot 1b is for the provision of a Commercial & Concessionary Travel Customer Management System (CCT-CMS), which is the core customer management software delivering high quality management of sensitive customer information and acting as the key conduit between SAM or a SAM Member and all other elements of both a Concessionary and Commercial Travel System. There is a great importance on the ability of the CCT-CMS to interact reliably with other nonITSO and ITSO components to ensure full transparency of the customer activities. The CCT-CMS Lot also provides the opportunity to provide optional elements desired by SAM Members, to complement the CCT-CMS including a Web Interface for Online Concessionary and Commercial Travel Applications and Product Management, and a Reimbursement Module for apportioning concessionary and commercial reimbursement payments to Operators. The CCT-CMS will act as a management tool to issue smart media and associated products, maintain the smart media while in use and finally take them out of use; The CCT-CMS will be capable of the administration of ITSO Shells and Products which are not on a card but on an alternative media such as a mobile phone; The CCT-CMS will be capable of providing information on: • Products owned or managed by the SAM Member but hosted in a third party ITSO Shell. • Third party products hosted in an ITSO Shell owned or managed by the SAM Member. The CCT-CMS will be able to be partitioned to allow multiple Shell owners, retailers and Product owners to co-exist and be managed within partitions according to data protection and sharing parameters defined by the SAM Member and the shell owner, retailer or Product owner. The CCT-CMS will allow the SAM Member to own shells, product and the retailing functions for third parties who do not wish to own their own. The CCT-CMS will interface with a number of third party systems using an industry standard format, including but not limited to AMS-HOPS, Card Bureaus, Remote Fulfilment Server, Web Portals, Transit Settlement Systems, Data Analysis Packages and Payment Services. The CCT-CMS must have a GUI to enable governance and management of the data stored. The CCT-CMS must be scalable and capable of adding further partitions as required. In addition, the CCT-CMS may be further complemented through the provision of Optional support services as defined. Lot 2a: Framework 6 Lot 2a Web Portal Digital Retail for Transport Tickets Framework Lot 2a Web Portal Digital Retail for Transport Ticketing is for the provision of a Commercial & Concessionary Web Portals for the public transport sector. Covering all core elements of a passenger fronting service, the requirement is for a range of high quality modular options, depending on the customer, with a need to integrate with a range of third party systems through open APIs, including other Portals and Apps as appropriate. Lot 2b: Framework 6 Lot 2b Mobile App Digital Retail including MaaS The Digital Retail Mobile Apps Lot is focussed on Apps as used by the Passenger. In the wider context in which this requirement is to be read, a Passenger may be considered to be the user of traditional forms of public transport as well as a user of a car club, car parking, bike hire, taxi hire, and other less traditional public transport/passenger transit modes as embodied by the Mobility as a Service (MaaS) approach. The requirement is outcome based and aims to offer a wide canvas under which Suppliers existing products can be hosted, subject to a number of core requirements for which Tenders are required to support. It is expected that Tenderer's solutions are available now and do not require significant new development other than configuration to meet a Customer's business rules. During the duration of the Framework, it will be possible for Tenderers to update their response as new products are introduced. For the purpose of this requirement, a 'Ticket' is defined as a token which is purchased by a Passenger providing them with a right to travel. Other rights to travel may be derived from Entitlements due to Passengers age/class or other right to benefits. There is a minimum requirement to be provided by all solutions which supports a lower specification QR based entitlement product which could be used for travel such as school services. Further options are then selectable by the Tenderer to be able to provide: • Mobile Wallets and Retail Functions; • Barcode/QR Based Tickets; • Host Card Emulation (HCE) of ITSO Smartcards and Products; • Non-ITSO Host Card Emulation (HCE) of ITSO Smartcards and Products; • Yotra ITSO on Mobile; • HCE or Other Integration with Mobile Wallets for NFC Acceptance; • Digital Entitlements and Discounts; • Enhanced App Functionality; • Back Office Enhancements; • Alternative Tickets/Media/Communications; • Integration with Journey Planners; • Post-Pay and Account Based Solutions; • Mobility as a Service (MaaS) Functionality. Lot 4: Framework 6 Lot 5: Business Intelligence Software Framework 6 Lot 4 is for the provision of Business Intelligence Software bringing together travel and customer data, to support detailed data analytics and reporting for a SAM Member. The Business Intelligence Software (BIS) is a Data Visualisation Service for Data Analytics. The BIS platform is required to take daily data feeds from multiple software sources including, but not limited to an ITSO AMS-HOPS; Customer Manager System(s), Concessionary and Commercial Web Portals, as well as additional 3rd Party systems such as Transit Settlement Schemes, and hosts the data on a dedicated secure platform for multisystem analysis and reporting. Lot 5: Framework 6 Lot 5: Convenience Store Retail Services for Smart Ticketing This Lot covers the functional requirements and outputs of a solution that will permit all aspects of face-to-face retail of smart tickets and products at locations within an authority or scheme's operating area. The Lot has been designed to support a 'menu of requirements' approach that will allow SAM members to pick and choose elements to suit their own specific retailing need. It may not be the case that a single organisation will want to implement all the ticketing products shown in the Specification, which will support products that can be used on bus, coach, ferry and rail including seat reservations.