Lost Property Management Service and Digital Platform Procurement

London North Eastern Railway (LNER) is seeking suppliers for a comprehensive transformation of its Lost Property service across 13 managed stations. The opportunity comprises two complementary lots: (1) a digital lost property management platform and (2) logistics, centralised storage and physical lost property management services. Lot 1 – Digital Lost Property Management Solution: LNER seeks an integrated digital platform that enhances customer experience through accessible online reporting, self-service tracking and proactive communications. The solution must support operational efficiency with item registration, categorisation, photographic records and secure case management. Key capabilities include intelligent search and matching functionality, integration with logistics providers and LNER systems, digital ownership verification and repatriation support, plus comprehensive management information and reporting. LNER welcomes both established platforms and innovative alternative technology solutions that are scalable and technology-agnostic. Lot 2 – Logistics, Centralised Storage and Physical Lost Property Management: LNER requires a supplier to manage the physical lost property journey from 13 local stations to centralised management. The indicative operating model retains items locally for up to 10 days before centralised transfer. LNER's initial preference is a hub-and-spoke logistics approach, though alternative solutions demonstrating operational, customer or commercial benefits are welcome. The service must include scheduled station collections, consolidation and secure transportation, centralised secure storage and inventory management, comprehensive chain of custody with tracking and audit trails, convenient customer repatriation options (collection, courier, delivery), specialist handling for valuable and fragile items, responsible retention and disposal practices, and seamless digital platform integration. Sustainability and business resilience are important considerations. Suppliers should demonstrate customer-focused innovation and the ability to integrate effectively across LNER's operations.