Gesture of Goodwill Platform/ App
Description: TPT currently uses a Gesture of Goodwill application to enable authorised colleagues to issue gestures of goodwill to customers during service recovery situations. The system allows colleagues to issue goodwill gestures to customers at the point of interaction. While the current solution supports the operational requirement, TPT has identified limitations around flexibility, reporting functionality and data configuration which require manual intervention to produce business reporting. TPT is therefore seeking to understand what improved functionality and capability may be available within the market. Further information can be found within the PME Information pack.
Summary: TransPennine Trains Limited, headquartered in Manchester, is currently in the planning stage of a procurement process for a new Gesture of Goodwill Platform/App. The project, under the title ID "TPT549", falls within the services category, specifically focusing on software package and information systems, IT services, and custom software development. This tender aims to address limitations in the existing system's flexibility, reporting capability, and data configuration. The procurement location encompasses the United Kingdom, specifically regions UKD3 and UKD. A key date in this process is the scheduled closure of the preliminary market engagement (PME) period on 15 May 2026, which invites potential suppliers to provide insights that could shape the procurement approach.