UK Public Sector Contracts & Tenders

Terrazzo Flooring Replacement Works at LNER managed stations on the East Coast Mainline route. This project will be to replace the current terrazzo flooring areas at Darlington, Newcastle, York stations (and an option to also roll-out to Doncaster station if budgets allow) with suitable and safer flooring material. Newcastle, Darlington and York Stations have been responsible for 232 public accidents over the last three years (as of 02/10/24). These three stations contribute to around 60% of the FWI across all public accidents at LNER over the same three years. A significant proportion of these accidents are caused by Terrazzo tiles which 'sweat' during dry and wet weather and perform poorly when contaminated by rainwater or spills. A tender or packages of tenders shall be published following the design stages being completed during the rest of 2025.

LNER and TPE are jointly looking to tender for a new Revenue Management System

To provide Train Wifi and Connectivity Equipment and Services

Transport Rail Replacement Services - Coach Provision

Passenger Transport - Provision of Taxi Services

Telephony and Workforce Management provision for our Contact Centre

The supply and delivery of gas oil conforming to BSEN590 for use in UK railway vehicles marked and dyed in accordance with HM Customs and Exercise Regulations, to one delivery location at Clayhills Depot in Aberdeen by road.

Travel, transportation, accommodation, and venue booking solutions

LNER's Research and Innovation team is looking to procure a service that uses technology to directly capture carbon from the surrounding air of LNER locations, for example micro algae bio-reactors. The service is to provide relevant metrics and success measures of its activity. LNER have successfully developed and piloted a solution via the Future Labs programme, but before going out to tender we wish to engage with the market to ensure that we are considering all relevant technology that currently is available or in development. The Problem: There are only 2 existing methods of carbon offsetting in the UK which are regulated by the UK government: 1) tree planting and 2) peatland restoration, both which require large areas of land. For LNER to offset our carbon emissions, we would need to plant over 40 million trees each year. Additionally, between 2030-2050 the cost of carbon offsetting is estimated to increase by 256%, meaning current methods would not be viable, in addition to the scrutiny being placed on companies that claim carbon neutrality through planting trees. LNER have a limited amount of land available of varying size and shape in which to deploy carbon capture technology. We need to investigate new and efficient ways to decrease our carbon footprint through natural carbon capture methods that we can deploy across our varied estate. The Challenge: How might we: Use our existing estate to capture carbon directly from the air so that the carbon is stored for the longest time possible? Generate value from any by-product that is generated from the carbon capture process, so that the initiative helps to pay for itself? Constraints: What the solution must work within Must be able to be deployed at a scale Must be a Carbon Net Positive solution (capturing more carbon in its lifespan than it takes to create) Must be adaptable in how it is deployed, fitting into small, large and irregular shaped spaces Must be as remote in operation as possible, meaning as little as human interaction as possible

LNER is embarking on a transformational journey to develop a platform for delay repay claiming and processing, as part of our ongoing efforts to provide a seamless digital customer experience for our rail travellers in the UK and beyond. We are seeking a supplier to join us on this exciting journey and help us create a slick, intuitive, and digital-first platform. The platform will enable our customers to claim delay repay compensation, check their claim status, and understand if their claim is valid under the delay repay compensation scheme. It will also allow them to manage their claims online and access information about our services easily. LNER operates long-distance high-speed services on a route that stretches over 900 miles, and we are committed to reducing customer effort when interacting with us. Our goal is to fully automate the delay repay claim process by 2025, and become market-leading in the transport industry and beyond. We are looking to engage the market to identify suppliers with the required expertise, experience, and capabilities to develop such a platform and to gain a general insight on potential routes to market and expected costs. We look forward to receiving your response to help us refining the procurement approach for this exciting project.

LNER are on a journey to revolutionise the digital customer experience for rail travellers in the UK and further afield. Our customers' digital and online booking needs are evolving quickly, and we are looking to procure a supplier to join us on this exciting journey to develop and support our LNER Website and App under a single contract, helping us build on synergies and efficiencies across both channels. We need be able to provide our customers with a slick, intuitive, mobile-first experience for searching, comparing, and booking rail tickets and extras, as well as being able to manage their bookings online and find information about our services. LNER run long-distance high-speed services on a route that stretches over 900 miles, and a key part of our ambitious digital transformation programme is to develop our online channels (specifically Web & App) and search presence further to become market-leading in the transport industry, and to allow us to accelerate and deliver our innovative digital roadmap. We are reprocuring to provide a renewed basis for continued online investment in our Website and App over the next 3 years - this will encompass the management and evolution of our full retail ecosystem & middleware components, ongoing support and maintenance, a website rebuild, CMS administration, SEO management, accessibility, and development of projects from inception through to delivery. The new arrangement aims to be in place by Summer 2023, to build on our vision of a world-class, mobile-first digital offering which will provide a best-in-class experience for retailing solutions that are scalable and reusable with the ability to white label as required. We expect that this will include significant development to improve on the design and effectiveness of our current digital channels.

London North Eastern Railway (LNER) intends to commence a procurement process for the provision of media planning and buying services. This notice intends to alert the market of the upcoming opportunity only. The successful Media Agency/ies will plan media strategies and buy media inventory and/or advertising space across the full media mix including, but not limited to, the following channels; TV advertising cinema advertising print advertising radio advertising digital display advertising PPC advertising social media advertising video on demand advertising broadcast video on demand advertising out of home advertising paid media partnerships. LNER's anticipated annual budget for media spend is between £8m-£14m The Opportunity will be open to LNER, and other train operating companies under Directly Operated Railways Limited. The tender will be issued via LNER's e-tendering system - Proactis. Please ensure that you are registered to be able to access tender documentation (www.supplierlive.proactisp2p.com/Account/Login)

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).

At LNER we want to deliver maximum value to all customers travelling with us across their whole journey experience. However with the majority of customers not booking direct with LNER one of our challenges is consistently communicating with customers about their journey in real time. Equally for our direct bookers they may not have downloaded our app or signed up to journey alerts which again makes it difficult to serve in-journey information to them when they need it. LNER are looking to build a digital platform that can be accessed in journey (eg via QR codes) by direct and in-direct customers to gain access to the multiple customer experience tools and services offered both at station and on-board. This platform would be accessible via a customers mobile or laptop device, and would be personalised based on their journey location. LNER would also build out this platform to deliver personalised content and offers to customers based on their journey, and give customers the ability to feedback about various aspects of the estate, fleet and service to allow us to respond more rapidly to customer pain points. The platform should be self contained wherever possible to do so. Feeding in data via API interface/open data feeds into the portal itself as opposed to handing off to existing supplier systems. This is to allow for customer personalisation of the information, removal of any user login barriers and to deliver a seamless user experience. 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. We are looking to engage with potential suppliers in preparation for a further competition that we intend to run on the “Spark” Dynamic Purchasing System https://www.crowncommercial.gov.uk/agreements/RM6094 using our e-sourcing Platform Proactis. Potentially Interested suppliers are kindly requested to complete the questionnaire at https://forms.office.com/r/BNFThD69pD to share initial insights

The LNER In-station Ticket Vending Machine (TVM) contract is up for renewal. Ticket Vending Machines have been common in the rail industry since 1904 for retailing (and later fulfilling) tickets at railway stations, with paper tickets gradually being replaced by smart media which are now becoming commonplace. Looking into the future, LNER is exploring far more multi-functional machines that can service a variety of customer needs in stations, that are highly aligned with our smart ticketing ambitions, and that deliver on seamless user experiences for all customer accessibility needs. We are now seeking an innovative, forward-thinking and agile supplier who can deliver a reliable, secure, and cutting edge fleet of devices to assist us on the journey to magstripe elimination across 14 stations as well as providing real-time customer information and ancillary services. Offering fully accessible self-service ticket retailing and collection, of both rail tickets and associated ancillary products, these multi-functional devices will also be capable of integrating with in-station customer support and information functionalities, and will offer a mobile hardware option for flexible use around stations/the route. An agile approach to accurately delivering industry 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. Additionally, the user interface must present a simple and intuitive choice to the customer and fast and secure checkout. It would also be useful if your system had the potential to enable real-time access of sales and interaction data, and to be able to update other info on display in real time. We are looking to engage with potential suppliers in preparation for a further competition that we intend to run on the “Spark” Dynamic Purchasing System https://www.crowncommercial.gov.uk/agreements/RM6094 using our e-sourcing Platform Proactis. Interested suppliers are invited to complete the questionnaire published at https://forms.office.com/r/BgN6h58DzW to commence initial market engagement.

London North Eastern Railway (LNER) are looking for a supplier to provide a new Facilities Management (Hard FM) contract. The contract will cover our estate and managed network of circa 17 Railway Stations, from Kings Cross Station in London up to Aberdeen Station and Inverness Station in Scotland. It will also cover our commercially leased offices and sites at stations operated by Network Rail or other TOCs. The scope of service remains subject to final confirmation but is anticipated to include; Planned and Reactive Maintenance, External Grounds Maintenance, Pest Control, Fire Safety Management, Waste Management, Poster Campaigns, Internal Painting. It shall also be a requirement for the provision of a CAFM system and Helpdesk. Services that will not be in scope (also subject to final confirmation) include; CCTV, Customer Information Screens, Door Access Controls, Cash Point Machines, Car Park P&D Machines, Intruder Alarms, Lifts, Radios & Handheld Devices, Station Clocks, Ticket Vending Machines, Vending Machines, 5 yr External Painting. The contract duration shall be up to five (5) years in total. Three (3) years plus two (2) optional one (1) year extensions.

York Station Gateway Package 3 & Portico Enhancement An overview of the project and initial design drawings and information are available on the EOI project area of the Proactis portal via reference REQ1000182. Reference should also be made to the information available on the CoYC planning portal which describes the whole scheme. https://www.york.gov.uk/StationGateway

London North Eastern Railway Limited (LNER) are looking for a Perfect Presentation Partner to deliver station cleaning, train cleaning and in-service across our route to enhance our customer proposition. We want a supplier who can deliver on promises and put the heart into everyone’s journey, we are looking for a partner who can nail the basics using innovation and demonstrate a true open book approach for our business. LNER place a great deal of priority in the Customer Journey and the major part that not only LNER impact upon that but where our presentation partner will also have a key part to play in its delivery, management, and success. The presentation partner will be encouraged to play a leading part in this customer journey and identify where value can be added which will increase our customer experience London North Eastern Railway Limited (LNER) began operating on the 24th June 2018 as a publicly owned company. The East Coast Franchise has enjoyed a long history of being a highly successful long-distance operation, consistently outperforming industry average for customer satisfaction (92% compared to an average of 86% in the long-distance sector) LNER are an innovative and commercially minded Train Operating Company (TOC), and we always place the customer at the heart of our business to ensure passenger growth while delivering an excellent customer proposition. LNER is the brand name of London North Eastern Railway Ltd, which is owned by the Department of Transport (DfT). LNER began operating services on 24 June 2018, serving key UK cities including London, Peterborough, Doncaster, Leeds, York, Newcastle, Edinburgh, Aberdeen, and Inverness.

Our security arrangements currently cover work at Berwick Upon Tweed, Newcastle, Durham, Darlington, York, Wakefield Westgate, Doncaster, Retford and Peterborough. The predominant use of the security teams is to provide an exceptional and robust level of customer focused support to our station teams. This includes at smaller stations the support of lone working staff during evening shifts and as they complete the end of shift close-down procedures. Proactively demonstrate risk awareness, in a confident and professional manner to support station teams and customers travelling through our stations. Actively provide a visual deterrent against anti-social behavior and support station safety policies such as emergency evacuation procedures and crowd control plans. LNER are committed to tackling the effects of crime and general anti-social behaviour effectively across the route over which we operate. Tackling anti-social behaviour is a priority, particularly in terms of increasing customer and employee reassurance and perceptions of their personal safety and security. Any bidder for our security provision contract must be an SIA approved contractor with the ability to provide security operatives and operational support in all eight locations as outlined within Table one above. As an SIA Approved Contractor, you must have adequate premises, procedures, and equipment to sustain your business within the relevant industry sector. As an SIA Approved Contractor you must be able to demonstrate that you develop and implement plans to ensure your people are suitably trained and cared for. Your security operatives will form an integral part of our teams; they will be working in a fast-paced station operational environment and as all LNER Teams working within the operational theatre the highest standards of safety, customer service and personal behaviors are expected. We have strict criteria in relation to time at work in order to improve employee health & wellbeing and reduce fatigue. It is expected that your security operatives follow the rail industry guidelines. We will be holding a pre market engagement day on 4th September 2024 in York To register an interest please go to our e procurement portal https://supplierlive.proactisp2p.com/Account/Login and register for a free account

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.