Digital Customer Information Systems

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    "description": "The supply, support, and maintenance of the Digital Customer Information System (DCIS) service which encompasses the provision, implementation, ongoing technical support, and lifecycle maintenance of a comprehensive customer information platform. The service enhances the passenger experience by delivering timely, accurate, and consistent travel information across multiple customer touchpoints, enabling GA Trains to provide a more connected, responsive, and passenger-centric journey experience.\nThe solution equips frontline staff with improved access to real-time operational information, enabling them to better assist passengers and respond to enquiries. It also supports control room teams in managing service changes, disruptions, and day-to-day operations more effectively through enhanced visibility and communication capabilities.\nBy improving the flow of information across the GA network, the DCIS supports a more proactive, efficient, and resilient operation while contributing to higher levels of passenger satisfaction and service performance.",
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    "title": "Digital Customer Information Systems",
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    "specialRegime": [
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    "procurementMethodRationale": "Schedule 5 Paragraph 5\n(a)due to a particular supplier having intellectual property rights or other exclusive rights, only that supplier can supply the goods, services or works required, and\n(b)there are no reasonable alternatives to those goods, services or works.\nDue to Blackbox's intellectual property rights and exclusive ownership of the Azzido Core Cloud platform and its associated applications, only Blackbox can provide the goods and services required without significant disruption to operational services. \nThis solution is deeply integrated across the GATL estate, including all station Customer Information Systems (CIS), Public Address (PA) services, wayside data feeds to the Stadler fleet, TVM interfaces, multimodal information channels, and the Azzido Trains Control Tower in Romford.\nBlackbox's platform operates as the single source of truth for passenger information across the network, delivering coordinated visual and audio messaging through a proprietary architecture. The intellectual property, system design, interfaces, data structures, and operational workflows are owned and maintained by Blackbox, creating a dependency on the supplier for the continued delivery, management, and support of these services.\nReplacement by an alternative supplier would require the redevelopment and revalidation of multiple interfaces and integrations across stations, rolling stock, and operational control environments. This would involve significant cost, resource requirements, technical risk, and potential disruption to critical passenger information services. \nTherefore, due to Blackbox's exclusive rights and the absence of a technically viable alternative capable of delivering the existing integrated solution without substantial operational impact, only Blackbox can currently provide the services required.",
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