Ticket Fulfilment Market Solutions- (Ticket Vending)

Govia Thameslink Railway Ltd (GTR) provides train passenger services in the South East of England. With 239 stations and over 20% of the UK rail passengers, our customers experience is at the heart of business and everything we do.

Over the last few years customers behaviours have changed, as has the growth of other ticket and payment solutions (i.e. barcode, contactless pay, mobile payment etc)- the impact of COVID 19 has accelerated these changes and customer expectations.

As a result of this changing landscape, GTR are looking to explore market innovation and solutions around how we carry out ticket fulfilment within a station environment that complements our ticket offices and if appropriate through other mediums as well. Currently, GTR operate a traditional fleet of around 625 ticket vending machines, which functionally deliver our base requirements.

Looking at retailing solutions development in other markets and customer behaviours, GTR are looking to explore solutions that will help provide our customers a modern fulfilment solution fit for the future, with the interface experience being a key objective.

GTR wish to deliver an enhanced user experience to improve ticket purchase experience, more aligned with a web experience, that is easy to use and accessible for all our customers.

Whilst we look for a modern solution, GTR are exploring options that drive efficiencies around the cost of fulfilment.

This market engagement will run over the next 4-6 weeks and will be used to help inform our understanding of the market options and our approach to market. It is not a prerequisite of suppliers to respond to this market engagement and any subsequent request for proposal issued to market.

Solutions will need to be accredited to sell tickets within the UK rail industry. Further information is available through: https://www.atoctravelagents.org/third-party-retailing/retailer-guidance

Suppliers interested in responding to this notice are asked to contact the undersigned and informal engagement sessions will be organised. These are expected to commence in early November 2021.

Please note, this engagement is not a tender and any response to this notice will not result in any commitment by GTR. GTR will use the engagement to help inform and structure any future tender. Therefore, any information provided may be included where appropriate in any future tender.