How to win: Lost Property

About this contract

London North Eastern Railway (LNER) is exploring opportunities to transform its Lost Property service through the introduction of an innovative, customer-focused and digitally enabled operating model. LNER is seeking to develop an integrated, end-to-end Lost Property service that improves the experience for customers, reduces administrative activity for frontline colleagues and supports the efficient management and repatriation of lost items. Our proposed procurement approach comprises two complementary lots: • Lot 1 – Digital Lost Property Management Solution • Lot 2 – Logistics, Centralised Storage and Physical Lost Property Management The proposed solution would support LNER's 13 managed stations and integrate with a separately provided physical Lost Property management service. Areas of interest include: • Customer experience: Accessible online reporting, self-service tracking, proactive communications and clear customer information. • Operational functionality: Simple item registration, categorisation, photographic records and secure case management for colleagues. • Intelligent matching: Search capabilities, automated matching and opportunities to responsibly apply artificial

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — LONDON NORTH EASTERN RAILWAY LIMITED scores each response, so map your evidence to the published criteria and weightings.
• ✓At £300,000, expect quality and social value to carry a large share of the score — price alone rarely wins services work.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: deadlines are tight and a strong bid takes iteration.

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