Centralised Delay Repay Service and Related Services

Rail Delivery Group (RDG) intends to procure the Phase 1 supplier set for a consolidated Great Britain Delay Repay service, aligned to the wider Great British Railways (GBR) implementation. RDG is expected to lead delivery and operation of the interim national capability prior to GBR go-live; solutions should therefore be connectable and portable to the evolving train operating company (TOC) / GBR technology stack and operating processes, with clear interfaces and practical transition support.

Phase 1 is expected to be structured into lots covering: (1) core Delay Repay platform and lead systems integration; (2) electronic Ticket Validation Database capability (eTVD); and potentially (3) print and postal fulfilment for letters/rail travel vouchers and the provision of rail travel vouchers and warrants for non DRS requirements. RDG anticipates subsequent procurement, later including Pay As You Go (PAYG) scheme integration; Phase 1 solutions should support future operational hand-offs (e.g., exception queues and operational MI).

Scope and sequencing are indicative and may be refined prior to tender. The total spend values stated in this notice are based on estimated levels of capacity and throughput needed as at the date of this notice for the full contract duration including all term extensions exercised.

Provide, configure/build, host and support the core Delay Repay service, including the customer-facing website and back-office operations portal, delivering end-to-end claim submission, tracking, decisioning and case management. Scope is expected to include digital claims (including “one-click” where applicable), paper form ingestion via OCR into the digital case record, transactional communications, interim rules-based fraud checks and rule/parameter maintenance, and service reporting/MI.

The Lot 1 supplier is expected to act as lead systems integrator, delivering and/or coordinating interfaces with: (i) industry delay/ticket validation sources (including eTVD); (ii) payments to claimants through RDG’s Payment Service Provider; (iii) and provision of claimant information to RDG’s print/mail fulfilment supplier for compensation made by post; and (iv) retailer-facing APIs routed via the RDG-managed gateway. The solution should also support future integration with a Phase 2 Processing Centre capability (e.g., work The Lot 1 supplier is expected to act as lead systems integrator, delivering and/or coordinating interfaces with: (i) industry delay/ticket validation sources (including eTVD); (ii) payments via RDG's payment service provider; (iii) print/mail fulfilment (Lot 3); and (iv) retailer-facing APIs routed via the RDG-managed gateway.

The solution should also support future integration with a Phase 2 Processing Centre capability (e.g., work queues, exception workflows and operational MI). Provide an electronic Ticket Validation Database (eTVD) capability enabling the core Delay Repay platform to validate eTicket usage and support controls against duplicate or invalid claims.

Scope is expected to include: querying ticket scan/validation events; checking for refund events; and receiving updates from the core platform to set eTVD status flags (e.g., “claim in progress” and “claim paid”). Where available the capability should also support validation of eTicket.

The requirement and scope is to include querying and creating “Scan Action” events for things such as ticket use, ticket blocking and ticket refunds plus creating audit events for Delay Repay claims. The solution will need to be compliant with existing RDG industry standards and to be fully compatible with other eTVDs that are used by retailers and operators.

The eTVD may also be used by RDG for other applicable rail industry purposes. The solution is expected to provide API-based query and update interfaces and to support investigation and exception handling via the core platform for service operations.

Provide a secure managed print and postal fulfilment service for letters and rail travel vouchers issued by the Delay Repay service. Scope is expected to include: receiving print files from the core platform; printing letters/vouchers; inserting into envelopes (including agreed inserts); sorting outbound post and handover to the postal system; handling returned mail (“return to sender”); and reconciling print runs including spoil handling and reprints, with operational reporting.

The service should provide status updates (including returns/reprints) and audit reporting back to the core platform to support operational exception handling and future Phase 2 service operations. In addition to this will be the requirement for the provision and management of a rail warrants service, rail travel vouchers and BACS payments for compensation where required and associated services.

The service should provide status updates (including returns/reprints) and audit reporting back to the core platform to support operational exception handling and future Phase 2 service operations. In addition to this will be the requirement for the provision and management of a rail warrants service, rail travel vouchers and BACS payments for compensation where required and associated services.