London North Eastern Railway (LNER) is part of the Department for Transport

LNER Mobile

Incomplete applications

7
Incomplete applications
4 SME, 3 large

Completed applications

28
Completed applications
20 SME, 8 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 3 May 2019
Deadline for asking questions Friday 10 May 2019 at 11:59pm GMT
Closing date for applications Friday 17 May 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Market leading mobile experience through a mobile app and/or PWA
Latest start date Monday 1 July 2019
Expected contract length up to 2 years
Location No specific location, eg they can work remotely
Organisation the work is for London North Eastern Railway (LNER) is part of the Department for Transport
Budget range The total value of all Statements of Work commissioned under the proposed call-off agreement will not exceed £1.7m

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done Our user research has informed us that the mobile device is the key conduit between us and our passengers. We want a market leading mobile experience to:
-Delight our passengers
-Gather customer feedback and insights
-Create a frictionless purchase & travel experience with on-demand & up-to-date information
-Improve our Net Promoter Score

The mobile experience will positively transform behaviour, become an obvious choice and receive positive feedback/reviews.

Activities include: scoping, design, user testing, development, delivery and continuous improvement of a new mobile solution for LNER.

Key features include: purchasing and ticketing of rail journeys, account management functionality, and personalisation.
Problem to be solved The existing Mobile app is not fit for purpose and delivers a poor customer experience, as is evident from the 1 star rating received on the app store. We are looking for a fresh start in our mobile experience.

The main challenges of the app are: it doesn’t provide the user with what they need; mainly contains links to the main site; has numerous bugs; and doesn’t justify consuming space and resources on the users phone.

The mobile solution will contain a large proportion of the existing web functionality with additional mobile focused features
Who the users are and what they need to do Our typical users travel with LNER around 3 times per year. Their travel is largely long-distance and discretionary. Our focus is on the domestic market, and with singles, couples, small groups (3 to 9) and business travellers.

Our customers need to be able to plan & book their journeys, receive their tickets and manage their journey changes.

They expect a personalised journey which automatically responds to their needs and keeps them informed, as demonstrated by leaders elsewhere in the transport industry such as Easyjet, KLM and Uber.

At a minimum, users have an iOS or Android phone
Early market engagement None
Any work that’s already been done Discovery Phase has delivered:
• User research & customer problem statements
• Strategic Digital Framework
• Personas and User Journey
• Design framework
• User stories
These will be shared with shortlisted suppliers

Our existing website is provided as a managed service by a 3rd party. It uses episerver as its CMS with .net customisation & integrations; it’s hosted in AWS
Existing team Product Manager (Full-time)
Solution Architect (Part-time)
Current phase Alpha

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The majority of the work can be performed from any location but will be coordinated by staff in LNERs offices in London and York.

UX & Design work will require stronger presence in York or London

User Testing should be with people who would use our services, so recruited around our train route
Working arrangements Work may be carried out from multiple locations including the Supplier’s offices. Attendance at LNER Offices in London, York and other locations around England will be required for meetings. Supplier staff are expected to be on-site at LNER locations sufficient to manage relationships with senior stakeholders, the project team, and users; so that the outcomes of the project may be met.
Security clearance Not required

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions None

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Demonstrable experience within the last 3 years of building market leading native apps (iOS and Android), please include project size and adoption metrics
  • Demonstrable experience within the last 3 years of building market leading hybrid apps (iOS and Android), please include project size and adoption metrics
  • Demonstrable experience within the last 3 years of designing industry-leading and innovative mobile user interfaces
  • Demonstrable experience within the last 3 years of facilitating insightful and data-driven user research to inform an iterative prototyping phase
  • Demonstrable experience within the last 3 years of payments integration, including card not present payments, PayPal, Google Pay and Apple Pay
  • Demonstrable experience within the last 3 years of development and maintenance of secure mobile application ecosystems
  • Demonstrable experience within the last 3 years of developing solutions that securely integrate to other systems through a variety of techniques including tagging, SOAP and REST interfaces
  • Demonstrable experience within the last 3 years of launching a fully tested, robust, quality mobile solution
  • Demonstrable expertise of innovations, frameworks, products, trends and standards in the mobile domain
  • Demonstrable expertise of innovations, trends and standards in the user experience domain
  • Demonstrable expertise of innovations, trends and standards in the multi-channel and eCommerce domain
  • Demonstrable data expertise on how the mobile proposition can gather and rationalise data to inform future product development (across mobile & the wider business) and to monetise the data
  • Demonstrable expertise of industry regulations including PCI DSS, DPA, GDPR, ISO27001, PSD2
  • Provable inhouse mobile development capability in terms of revenue, staff numbers, skills, competencies and availability
  • Provable inhouse digital capability in terms of revenue, staff numbers, skills, competencies and availability
  • Provable burstable capability through an associate/partner model for skills/expertise or additional capacity
Nice-to-have skills and experience
  • Demonstrable experience within the last 3 years of building market leading PWAs, please include project size and adoption metrics
  • Demonstrable experience in developing apps using toolsets that span mobile platforms and therefore reduce costs and time to deliver
  • Demonstrable expertise in successful app take-up and use
  • Demonstrable data expertise in Artificial Intelligence, Machine Learning, Big Data and Automation to improve customer experience and monetise data
  • Demonstrable expertise in the transportation industry

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Confidence that supplier has capability & experience to deliver a market leading mobile proposition
  • Confidence that supplier has an achievable plan to deliver
  • Confidence that supplier can help LNER become a digital disrupter
  • Confidence that supplier delivers value for money
Cultural fit criteria
  • Confidence that supplier can ‘get things done’ at LNER
  • Confidence that supplier can contribute to and help deliver the digital roadmap
  • Confidence that the supplier can adhere to the LNER company vision & values
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

50%

Cultural fit

20%

Price

30%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. The tender brief seems to be ambiguous around whether the final product will be a native mobile app or a PWA/hybrid. Could you please clarify which platform LNER prefers? LNER is open to proceeding with whichever platform will work for us to deliver the best customer experience whilst balancing LNER functional and non-functional requirements such as cost-effective development, support, future-proofing and ensuring our product has maximum coverage.
2. Will this tender be accepting propositions where work is mostly done remotely, i.e. nearshore if there was a cost-benefit and the other criteria were satisfied adequately? We believe the initial UX and design work would be better if done face to face, but we are open to discussing options. There is a current requirement to retain any customer data within the EU. Any proposed changes to this requirement must have documented customer and business benefit.
3. Do you have a launch date in mind for the first release? Pending discussions on development and our phase 1 requirements, we would like to have our first release completed by the end of 2019.
4. The problems with the current mobile app are quite user-focused. Are there any business/technical challenges to consider as well? The current app scope isn’t aligned to the business retail and customer experience strategies.

The main technical challenge that suppliers will face is that the solution must be accredited by Rail Delivery Group for the ability to retail train tickets.

There is limited scope for further development in some key integrated systems for retail and customer data management.

We are looking for a fresh start in our mobile experience.
5. Do you have an existing panel of users who can be quickly scheduled/recruited for user interview, testing etc.? If yes, what is your lead time? We have a customer panel that we can use for surveys or face-to-face research. Typically, this would be run at a slower pace than is required for this project, so additional user research resourcing and recruitment is expected.
6. The opportunity is for a mobile and / or PWA. Has the discovery phase identified a preference or is this something to be decided during the project? LNER is open to proceeding with whichever platform will work for us to deliver the best customer experience whilst balancing LNER functional and non-functional requirements such as cost-effective development, support, future-proofing and ensuring our product has maximum coverage.
7. Do you have an existing supplier? No existing supplier has been allocated to this project. We are looking for a fresh start in our mobile experience.
8. Please state the weighting associated with each one of the individual Proposal criteria and Cultural Fit criteria We are evaluating in line with the DOS guidelines which indicate that ‘Evaluation Weighting’ is sufficient. More detail will be provided for the shortlisted suppliers.
9. For clarity can you please define what is meant by tagging in the following question: "Demonstrable experience within the last 3 years of developing solutions that securely integrate to other systems through a variety of techniques including tagging, SOAP and REST interfaces"? Tagging is one of the integration methods used on lner.co.uk. The mobile solution would have to integrate with existing systems in a variety of ways, so demonstrable experience in integrating via front-end HTML tagging, SDK integrations, SOAP and REST is a minimum.
10. Will there be an opportunity to validate the outputs / findings from the Discovery phase and carry further activities if required? If required, yes, but we do not anticipate this to be the case.
11. Would you be able to confirm who completed the Discovery phase please This was largely an internal exercise, reviewing past research, and then validated against new qual and quant customer research with Ipsos-mori.
12. -What is wifi capacity on trains – is contention/contention testing going to be a concern?
-Is there a requirement for a native payment journey or will it rely on a web-based payment journey?
-How is the current app tested (environments, special accounts, data, payment mocking, etc)
-What are the accessibility requirements?
-What technology(s) is the existing app built with?
-Can you share any more details on key integration points e.g. journey planning/ticketing engine being used?
-Wi-Fi capacity on the trains should not be a consideration or dependency. No contention testing is required.
-We would like to explore both options for native and web-based payment. Whichever will result in the smoothest customer experience.
-Test payment details are available for our test environments.
-WCAG 2.1 AA level accessibility compliance.
-Existing app technology isn’t relevant, as we are looking at a fresh build and infrastructure.
-Integration to a number of systems is via SOAP APIs. A number of systems expose REST APIs. Tagging has been used for analytics and selected other integrations
13. Can you advise further what you view as digital capability over and above 'mobile development' capability as referenced in the previous question?
"Provable inhouse digital capability in terms of revenue, staff numbers, skills, competencies and availability"
We view digital capability as a broad area of expertise, covering subjects such as strategy, user testing, research, UX, Design and project management. This is not just about development capability.
14. When referencing 'mobile development', are you including only development roles in this area or also the roles that accompany the development of digital products and solutions?
"Provable inhouse mobile development capability in terms of revenue, staff numbers, skills, competencies and availability"
Including roles that accompany the development of digital products and solutions. We would like to see that the capabilities to develop and manage the project successfully would not come up against any barrier in terms of staff volume, availability or competencies.
15. Can you advise further what you view the 'mobile domain' as in this instance?
"Demonstrable expertise of innovations, frameworks, products, trends and standards in the mobile domain"
Mobile domain refers to bringing a mobile offering through the entire lifecycle from concept through launch to support.