Ticket Protection

{
    "tag": [
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    "id": "ocds-h6vhtk-0594b8-2025-11-21T12:26:56Z",
    "date": "2025-11-21T12:26:56Z",
    "ocid": "ocds-h6vhtk-0594b8",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-04659712",
            "name": "LONDON NORTH EASTERN RAILWAY LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "04659712"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PQZP-5496-ZTHY"
                }
            ],
            "address": {
                "streetAddress": "West Offices",
                "locality": "York",
                "postalCode": "YO1 6GA",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKE21"
            },
            "contactPoint": {
                "name": "Annie Bradbury",
                "email": "procurement@lner.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "scheme": "UK_CA_TYPE",
                        "id": "publicUndertaking",
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        }
    ],
    "buyer": {
        "id": "GB-COH-04659712",
        "name": "LONDON NORTH EASTERN RAILWAY LIMITED"
    },
    "planning": {
        "milestones": [
            {
                "id": "engagement",
                "type": "engagement",
                "description": "If you are interested in finding more about this tender opportunity, LNER will be holding a Teams session on Friday 17 October 2025 at 10am - 12 Noon, to discuss our vision and required outcome along with the proposed draft tender timeline. The session will be open for you to ask any initial questions at this stage. Please note that this session will be recorded. Please contact Annie Bradbury on annie.bradbury@lner.co.uk to secure your place at this session, stating the name of your Company, Contact Name and Contact email address. Invitations to this session will be sent out no later than Wednesday 15 October 2025",
                "dueDate": "2025-10-16T23:59:59+01:00",
                "status": "scheduled"
            }
        ],
        "documents": [
            {
                "id": "054176-2025",
                "documentType": "marketEngagementNotice",
                "noticeType": "UK2",
                "description": "Preliminary market engagement notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/054176-2025",
                "datePublished": "2025-09-05T10:26:31+01:00",
                "format": "text/html"
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        ]
    },
    "tender": {
        "id": "RFQ000042",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Ticket Protection",
        "description": "LNER is committed to not only revolutionising how we deliver rail services but also enriching the end-to-end travel experience for our customers. Recognising the evolving needs of travellers, we aim to integrate relevant travel essentials at every stage of the journey, ensuring it feels effortless and tailored to individual needs. LNER is exploring a new Ticket Protection product to give customers greater flexibility and confidence when booking rail journeys. For a small fee, passengers would be able to protect their ticket purchase and claim a refund if they are unable to travel due to eligible, unforeseen events. Project Overview The goal is to offer a simple, customer-friendly add-on during the booking journey, giving Page 2 to 5 passengers peace of mind and a fair refund option outside standard rail refund rules. We are particularly interested in an MVP that can: * Offer fixed-price protection for a limited number of ticket types. * Provide refund fulfilment of this protection to customers. * Be fully branded and configurable by LNER. * Collect Data and relevant analytics on uptake and usage to inform future development and customer behavior. What We're Looking for in a Partner * Provide an out-of-the-box or white-labelled solution that offers Ticket Protection * Ability to deliver an FCA-regulated protection product. * A straightforward, low-friction customer experience. * Clear terms and conditions presented at purchase to customers. * Integration with LNER's digital booking flow. * A supplier who will handle underwriting, claims and customer contact. * Integrate with our back-end fulfilment, CRM, and payment systems * Provide configurable rules (e.g. protection applies to journeys up to X hours before departure)",
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                        "scheme": "CPV",
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                        "description": "IT services: consulting, software development, Internet and support"
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                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "mainProcurementCategory": "services",
        "specialRegime": [
            "concession",
            "utilities"
        ],
        "aboveThreshold": true,
        "lots": [
            {
                "id": "1",
                "suitability": {
                    "sme": true,
                    "vcse": true
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                "contractPeriod": {
                    "startDate": "2026-03-02T00:00:00Z",
                    "endDate": "2029-03-01T23:59:59Z",
                    "maxExtentDate": "2030-03-01T23:59:59Z"
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                "hasRenewal": true,
                "status": "active",
                "value": {
                    "amountGross": 3000000,
                    "amount": 3000000,
                    "currency": "GBP"
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                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "quality",
                            "description": "All criteria is set out in the tender pack within the ITT and specification documents, this tender will be evaluated on Price (40%) and Quality (60%) only",
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                        {
                            "type": "price",
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                            "description": "All criteria is set out in the tender pack within the ITT and specification documents, this tender will be evaluated on Price (40%) and Quality (60%) only",
                            "numbers": [
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                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "All information can be found within the Tender pack requirements - however any potential suppliers must be FCA regulated"
                        },
                        {
                            "type": "technical",
                            "description": "All information can be found within the tender pack requirements -"
                        }
                    ]
                },
                "renewal": {
                    "description": "one further period of 12 months"
                }
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        "communication": {
            "futureNoticeDate": "2025-10-27T23:59:59Z"
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        "value": {
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            "amount": 3000000,
            "currency": "GBP"
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        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "submissionMethodDetails": "Please use this link to register onto our Oracle Fusion Portal to se up an account - ensuring you tick to the box to note that you are a bidding for an opportunity https://tinyurl.com/LNERFusionRegistration All tender documents will be available to you upon registration. This portal will be used for all communications going forward.",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "tenderPeriod": {
            "endDate": "2025-12-23T13:00:00Z"
        },
        "enquiryPeriod": {
            "endDate": "2025-12-04T15:00:00Z"
        },
        "awardPeriod": {
            "endDate": "2026-02-23T23:59:59Z"
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        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "076004-2025",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
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                "datePublished": "2025-11-21T12:26:56Z",
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        "contractTerms": {
            "financialTerms": "N/A"
        },
        "riskDetails": "Due to the nature of the services, there is a recognised 'known unknown' risk that actual concession value may fluctuate over the contract term. Variability in uptake and usage levels may result in increases or decreases in revenue, the extent of which is currently indeterminable by LNER. If restricted, the limited value could jeopardise the satisfactory performance of the contract, and because of its nature, can not be addressed in the contract as awarded. Additional information Where used throughout this notice, the meaning of Train Operating Companies includes all and any of those train operating companies who, currently or in the future, provide services for the carriage of passengers by railway: a) under a franchise agreement with the Secretary of State within the meaning of section 23(3) of the Railways Act 1993 or b) under, or secured under, the Secretary of State's duty in section 30(1) of the Railways Act 1993; or c) in accordance with legislation which supersedes or amends the powers referred to in a) and b), including where such powers are transferred from the Secretary of State to another body. The list of current providers of services for the carriage of passengers by railway under these provisions can be found at https://www.gov.uk/guidance/public-register-of-rail-passenger-contracts. Novation or Assignment The contract may be novated or assigned by London North Eastern Railway Limited to Train Operating Companies, or to DFT Operator Limited (company number: 07141122) or any successor parent company to a Train Operating Company, following a corporate restructuring or similar circumstance. Suppliers need to be aware the contract value will potentially be impacted over time by several external factors outside of the Authority's control which may further increase or decrease the contract value over its lifespan such as: * Market demand fluctuations * level of take up of the ticket protection... (detail here impacting factors) Any changes required to the contract, including value, will be managed via a contract change/modification process and supported by the appropriate statutory notices such as section 5 of Schedule 8 within the Procurement Act 2023. Any modification of such value shall not materially impact the services provided.'"
    },
    "language": "en"
}