London Cycle Hire Scheme

The London Cycle Hire Scheme (currently known as "Santander Cycles") was established in 2010 and covers 13 London boroughs with 819 docking stations, 21,500 docking points and 12,237 bikes, including 2,000 e-bikes. The procured contract is for the supply, operation (including redistribution) and maintenance of mechanical bicycles and e-bicycles and associated on-street docking stations. The contract also includes the development, delivery and maintenance of all systems (including IT) necessary to operate the London Cycle Hire Scheme, customer-facing systems (including payment and the mobile app), and interfaces with TfL systems. A key objective of the contract is an improvement to the customer offering across all customer interfaces, particularly via digital platforms, as well as the provision of an on-street asset (bicycle docking station) refresh/replacement programme including on-street in-dock charging for e-bicycles. Transport for London has procured a single supplier for the following Scheme services under a bespoke services contract: Asset Provision, Operation and Maintenance The design, supply, installation, operation, maintenance and disposal of all existing and future scheme assets as required for the delivery of the Scheme, including (without limitation): - bicycles, both classic (mechanical) and electric, including all associated component parts and spares; - GPS technology on all new bikes introduced to the Scheme; - supporting infrastructure, including: • docking stations (including In Dock charging) • power infrastructure and installation for docking stations; • foundations for docking stations; • installation/construction of Scheme on-street infrastructure. The development of tools, procedures, processes and systems for strategic asset management. Day-to-Day Scheme Management The strategic real-time deployment (including use of additional hub locations) and redistribution of bicycles, including (without limitation): - preventative and reactive maintenance, of both bicycles and on street assets including use of scheduling; - bicycle tagging and tracking; - incident management; - retrieval of abandoned/found bicycles; - design, build and/or source, testing and commissioning of the next generation of bicycles; - cleaning of docking stations and bicycles; - performance monitoring and reporting. The management and maintenance of scheme assets and associated power and infrastructure. The provision of, and management of, operational premises in London to support the operation of the Scheme. Customer Interface The design, development, maintenance and delivery of all user interface software, including (without limitation): - mobile app; - website; - terminal user interfaces; - user payment systems; - customer accounts; - generation of promotional codes; - responsive customer reward system; Systems The design, development, maintenance and delivery of all required front and back-office systems infrastructure and associated management activities for the delivery of the Scheme, including (without limitation): - revenue collection and payment systems; - gathering and reporting of management information; - the ability for back-end system management for authorised users; - effective operation and integration with all TfL and partner interfaces (as required); - console requirements as detailed in the tender documentation; - all required data management and processing, with the ability to integrate; - the transition from the existing systems. Additional Requirements Additional services that may be required to be delivered during the contract term include: • Increasing the number of assets used by the Scheme, such assets to be provided by the supplier. • Managing required changes in the numbers of different types of assets, such as different types of bicycle or docking stations. • Introducing new sites. • Expanding the geographical operating area of the Scheme. • Developing the Scheme to incorporate other projects, services and assets including (but not limited to) infrastructure, charging arrangements, assets, operation, maintenance and support. • Upgrades in technology. • Enabling "Hybrid Parking", that is, establishing bicycle parking and hiring outside of existing docking points. • Introducing new micromobility vehicle types to the scheme, e.g. electric scooters. • Connecting the service system to additional interfaces. • Adding safety features for bicycles and/or cyclists. • Implementing requirements resulting from a change of sponsor (e.g. change in livery, addition of sponsor accessories). • Operating similar, separate projects or initiatives as required by TfL. • Updating, enhancing and/or expanding the services, systems and/or IT infrastructure used in any of the service requirements and/or for any additional schemes, operations for similar projects or initiatives. • Implementing amendments to the services and the service systems to support new customer charging methods such as, but not limited to, time-based or demand-based customer charging mechanisms. • Reflecting general advances in technology in the Scheme infrastructure including in respect of Scheme assets and service system design. • Introduction of on street card readers that are compatible with TfL payment Gateway at any terminal.