The Decision-Making Service Support For Disabled Persons Railcard

We are seeking to appoint a Service Partner to manage an independent Decision-Making Service (DMS) function within the service that will provide decisions on a Disabled Persons Railcard applicant’s eligibility to purchase a DPRC according to eligibility criteria and rules.

The service will focus exclusively on the review, validation, and outcome of DPRC applications, operating within the Rail Delivery Group’s (RDG) CRM infrastructure.

This procurement does not include the provision of a customer contact handling service (e.g. inbound calls, webchat, or general enquiries). Instead, it is centred on the processing and assessment of applications and supporting evidence to determine customer eligibility.