the 2013 rail customer experience competition

The 2013 Rail Customer Experience Competition

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Table of Contents

1. Customer Experience..................................................................................................... 2

1.1 Introduction ............................................................................................................. 2

1.2 The EIT and Prize Competitions ............................................................................. 3

1.3 The Customer Experience Competition ................................................................... 4

1.4 Timeline .................................................................................................................. 5

2. The Challenges .............................................................................................................. 6

2.1 Regular Rail Passenger Challenge ......................................................................... 6

2.2 Discretionary Rail Passenger Challenge ................................................................. 8

2.3 Rail Freight Customer Challenge .......................................................................... 10

2.4 £50,000 Cross-over Prize ..................................................................................... 12

2.5 Final Live Event .................................................................................................... 12

3. How to Apply ................................................................................................................ 13

3.1 Application Questions ........................................................................................... 13

4. Judging Criteria and Process ....................................................................................... 17

4.1 Judging Criteria ..................................................................................................... 17

4.2 Judging Process ................................................................................................... 17

5. Terms and Conditions .................................................................................................. 20

6. Frequently Asked Questions (FAQs) ............................................................................ 24

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1. Customer Experience

1.1 Introduction

This document describes the background, challenges, prizes, competition entry process,

judging criteria and Terms & Conditions applicable to the 2013 Rail Customer Experience

Competition.

The 2013 Rail Customer Experience Competition is being managed by InnoCentive and

IXC-UK on behalf of the Enabling Innovation Team (EIT). The EIT has been created by the

rail industry to accelerate the uptake of innovation. The EIT mission is to offer support to

practical cross-industry demonstrator projects, building on the work of the Rail Technical

Strategy Leadership Group (TSLG) but also seeking out innovative ideas and proposals from

across industry.

Rail passenger journeys in Great Britain have almost doubled in the last decade, and the

industry anticipates 200 million additional passenger journeys by 20201. The 2012 National

Passenger Survey (NPS) revealed that 85% of rail passengers were satisfied with their

overall journey. However, this survey also highlighted passenger dissatisfaction such as in

the value for money of their ticket (47%) or in the information available during service

disruption (44%)2.

Similarly, rail freight has also increased significantly over the last decade and by 2019 UK

rail will have 30% additional capacity for freight according to Network Rail. In addition to that,

rail freight customers are changing, requiring flexibility that can deal with services as varied

as transporting bulk goods, in full wagons, and long distance or intermodal transportation of

consumer goods of less than train/wagon loads.

Although the rail industry has managed to improve quality of services, there are still

opportunities for further improvements to match customer experience with their expectations.

We believe that adjacent and non-adjacent sectors to the rail industry (e.g. aviation, retail,

healthcare, banking, creative and entertainment industries) are a great source of innovation

and with great potential to significantly impact the rail industry and, specifically, the customer

experience. Innovations that focus on improving customer experience will bring new

possibilities to rail passengers and freight customers, enabling seamless end to end

passenger information, better journey planning and modal interchange in both normal and

1 ‘A better railway for a better Britain’, Network Rail

2 National Passenger Survey – Autumn 2012, Passenger Focus

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disrupted modes. In addition, it will improve the rail experience to existing customers while

increasing the number of passengers/journeys. Furthermore, innovations will not only bring

value to the rail customers, but also drive economic growth.

The 2013 Customer Experience Competition provides an opportunity for innovators to

enhance the customer experience for passengers and freight users of the GB railway.

1.2 The EIT and Prize Competitions

The EIT mission is supported by the following vision and approach that will accelerate

innovation in GB rail.

EIT Vision – The EIT vision is to enable a culture of innovation and entrepreneurship across

the whole rail industry which delivers growth for the British economy and a transformational

change for the railway.

EIT Approach – the EIT approach is to understand the challenges that the rail industry

faces, connect potential innovators with these challenges, and where necessary, with

potential funding.

It is believed that there are opportunities to improve the experience of customers within the

GB rail network in areas such as service culture, business process, journey planning,

seamless journey experience and ergonomic design of facilities. Furthermore it is believed

that there are technologies, tools and techniques that have been developed to meet

challenges outside rail that could be used to improve the rail customer experience.

To identify a catchment area for innovations and ideas that is as wide as possible the 2013

Customer Experience Competition has been developed to include a total fund of £1,000,000

including a prize bearing competition and providing innovators with the opportunity to access

investment funding.

The concept of a prize bearing competition is a new approach to help the EIT deliver its aim

of seeking out innovative ideas and proposals from across both rail and wider industry. The

2013 Customer Experience Competition supports the EIT’s intent of testing a variety of

different delivery models to demonstrate that the EIT can help to address the challenges

within the rail industry.

The 2013 Customer Experience Competition does not merely offer an opportunity to

innovators from various industries to access funding. It is also an opportunity to showcase

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innovations, promote them in a growing industry, expose them to a wider audience, and

benefit from involvement in a high profile competition.

1.3 The Customer Experience Competition

The 2013 Customer Experience Competition is focused on 3 customer groups and therefore

divided in 3 Challenges, as depicted in the following diagram.

2013 Customer Experience Competition

£1,000,000 Fund

1. Improving confidence,

reassurance & comfort

2. Integrating planning &

information

3. Improving physical

environment

Regular Rail

Passenger Challenge

Discretionary Rail

Passenger Challenge

Rail Freight

Customer Challenge

Cash prizes

£50,000 for Overall Winner £20,000 for 2 Runners-up

Reward

Cash prizes

£50,000 for Overall Winner £20,000 for 2 Runners-up

Reward

Cash prizes

£50,000 for Overall Winner £20,000 for Runner-up

Reward

Themes: Themes: Themes:

1. Extending network

capability – better

access & connection

2. Extending network

capability – versatile

physical space and

rolling stock

1. Minimising the impact

of disruption

2. Personalising the

passenger experience

3. Towards real-time

interactions with

passengers

Reward Cross-over Prize

£50,000 cash prize for the best overall submission that translates an idea into the rail industry

All prize winners will be eligible to bid for funding from a total investment pool of £700,000. This pool may be awarded to one winner or be shared between a number of winners.

Reward

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The 2013 Customer Experience Competition aims to reward the most innovative ideas, i.e.

those with high potential benefit to the GB rail industry. Innovations should promote

significant advances in customer experience and be practically deliverable within a

reasonably short-to-medium timeframe. Innovations that are developed to a near-to-market

stage are likely to be of most interest, but innovations at earlier stages of development that

show great potential will also be assessed. However, in the latter case innovators need to

demonstrate that a thoroughly planned route to market has been established and that

regardless of the current level of maturity the innovation can reach the market in the short-to-

medium term.

The Competition aims to incentivise innovators from other sectors identifying opportunities to

transfer their skills, expertise, and innovations to the benefit of the rail industry. Therefore

innovations that are already applied in other industry sectors are also of interest, provided

that the innovators show that there is a clear improvement in customer experience by

applying their idea in the rail industry, and that the Challenge prize will help them to achieve

that.

1.4 Timeline

2013 Customer Experience Competition Timeline

• Launch and

online

submission

period

13-May

to

14-July

2013

Dates STAGE 1

• Online

judging period

• Finalists will

be announced

mid of August

2013

17-July

to

7-Aug

2013

Dates STAGE 2

• FINAL LIVE

EVENT 17-Sept

2013

Dates STAGE 3

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2. The Challenges

2.1 Regular Rail Passenger Challenge

Background

For regular rail passengers (e.g. commuters) the use of rail is a crucial part of their day that

can have a significant impact on their life/ journey perception. Punctuality, reliability, value

for money, integration with other transports, and being informed about alternative routes in

case of disruptions, are some of the key attributes they value.

Therefore, the Regular Rail Passenger Challenge calls for implementable/practical

innovative ideas that can meet rail customer’s needs and demands, and improve overall

customer experience for regular rail users.

The Challenge offers an opportunity for innovators to break new ground with novel

technologies, services and/or business process innovations that can help regular rail

passengers in their daily journeys. The Regular Rail Passenger Challenge aims at fostering

ground-breaking innovations that benefit this customer group, and is also an opportunity for

innovators from outside the industry (from adjacent or non-adjacent sectors) to come forward

with novel ideas that can have a substantial impact on the customer experience.

Aim

This Challenge aims at helping organisations in the rail industry to increase the quality of the

services they provide. The EIT is looking for a demonstrable range of innovative ideas that

can include technologies, services and/or business processes that show potential to

significantly impact and improve customer experience. In this Challenge we will address the

following themes:

Minimising the impact of disruption – the scope of this theme includes

technologies, services or business operations that can improve passenger

information prior to, during and after a disruption. This includes all aspects of the

journey (connections, multi-modal travel, and choice of routes), mobility through

infrastructures (such as platforms, queues, and stations), real-time passenger

information and novel ideas that can support passengers in their decision-making

process. Also, it includes innovations that can facilitate and improve the process of

validated compensation.

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Personalising the passenger experience – the scope includes technologies,

services and/or business operations that help improve the level of personalisation of

the passenger’s experience using GB rail. This may take the form of

customised/personalised information delivered to the passenger, either directly to a

mobile device or via staff, and should consider all aspects of the journey such as

planning from door-to-door including multimodal transportation, bespoke information

at disruption, as well as mobility through infrastructure (e.g. seat availability, train

boarding locations, queues at stations). It will also consider innovative ideas that

enhance the customer experience via an improved and personalised physical

environment (e.g. personal space on-board and at stations, ‘managed’ noise on-

board and at stations).

Towards real-time interactions with passengers – this third theme of the

Challenge embraces innovative approaches that can enhance the two-way

communication between rail industry organisations (e.g. operators, service providers,

regulators) and customers. The typical purchase behaviour of regular passengers

(e.g. annual/regular travel product) does not allow for a substantial exchange of

information and communication, meaning that the regular rail passenger is least

known. There is an opportunity for innovative ideas that can increase the

communication with these customers, allow customer feedback to help GB rail

improve services, and build a relationship and trust with regular rail passengers.

Victory and Rewards

Finalists will be selected for the Final Live Event, based on the Judging Criteria presented in

Section 4.1. It is anticipated that between 6-8 finalists will be selected for the Final Live

Event. At the Live Event, finalists will be competing for a combination of cash prizes and

investment funding as follows:

£50,000 cash prize for the Overall Winner as selected by the Judging Panel

£20,000 cash prizes for 2 Runners-up

All prize winners from the 3 challenges will be eligible to bid for funding from a total

investment pool of £700,000. This pool may be awarded to one winner or be shared

between a number of winners

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The level of investment that entrants are seeking should be appropriate to the

proposed use of this investment and a demonstration of how funding will help deliver

the innovation for the benefit of the rail industry

2.2 Discretionary Rail Passenger Challenge

Background

The Discretionary Rail Passenger Challenge calls for innovations of any nature (technology,

services and/or business processes) that can significantly impact the customer experience

for discretionary passengers (e.g. business travellers, tourists), so that their journey is more

pleasant, enjoyable and comfortable.

Discretionary rail passengers may not use rail in a systematic manner and in their decisions

regarding which transport and/or route to use, they often take into account alternative modes

(such as car, plane). They consider factors such as comfort, ease of planning and booking

and integration with other transport. They will also consider safety, punctuality and easy

access to information.

The Discretionary Rail Passenger Challenge is an opportunity for innovators from across all

sectors to come forward with innovations that could help enhance the customer experience

for this specific customer group and incentivise them to choose rail for their journeys more

often.

Aim

EIT is looking for a demonstrable range of innovative ideas that can include technologies,

services and/or business processes that show potential to significantly impact and improve

customer experience. In this Challenge we aim to address the following themes:

Improving confidence, reassurance & comfort – the scope of this theme includes

technologies, services or business process innovations that can contribute to an

improvement in confidence, comfort and reassurance for the customer. Innovative

ideas that can help improving the customer’s perception of safety and security in all

aspects of their journey are of interest. This theme also embraces tailored assistance

during the entire journey, including improvement of connectivity (train-to-train) and

mobility to and through rail infrastructure (stations, platforms, services), real-time

passenger information, and enhancement of personal touch through higher

engagement with rail staff and fellow travellers. Entrants may consider innovations

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that address specific sub-groups within this customer group (e.g. elderly, disabled,

families, non-English speaking).

Integrating planning & information – this theme calls for innovative ideas that

promote the advantages of using rail through improvements in the ability of

customers to plan and get information about their journey. The innovations should

not be restrictive and should consider the overall customer experience, before and

during journey planning, throughout the entire journey and after completion, aiming at

incentivising and rewarding customers that shift to use rail. The theme also includes

innovations that aim at redesigning the rail experience for customers through

customer-focussed communications, overall journey planning (including door-to-door,

rail alternatives and last mile), real-time passenger information (including information

during disruption), and innovations that promote openness and transparency,

enhancing confidence through simplicity (e.g. in timetables, fares/pricing, ticketing)

for customers.

Improving the physical environment –the scope of this theme includes

technologies, services, and/or business operations that improve existing rolling stock

or physical space. The innovative ideas should focus on more flexible and

reconfigurable passenger rolling stock (e.g. interiors for commuter-to-discretionary

and vice-versa), on the number and layout of seating, luggage or bicycles, or in the

improvement of physical accessibility for passengers with limited mobility (e.g.

wheelchairs) or accessibility for additional luggage and to other special services (e.g.

dietary, toilets, language, communication). The innovations may focus on

improvements on-board or at stations (including to/from station).

Victory and Rewards






£20,000 cash prizes for 2 Runners-up

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2.3 Rail Freight Customer Challenge

Background

Rail freight customers have different needs and their demands can be rather diverse. These

can vary from bulk goods, full wagon, and long distance transportation to intermodal services

of consumer goods transportation of less than train/wagon loads. This requires flexibility

from the rail freight sector, so that customers can easily book their journeys and access the

network, even when short notice changes are required. Therefore, there is an opportunity for

innovation to help rail freight to deliver these varied services.

The Rail Freight Customer Challenge calls for innovative ideas that can be adopted by the

rail freight industry and significantly impact the freight customer’s experience, leading to a

growth in the use of rail freight and preference over other transports.

The Rail Freight Customer Challenge is an opportunity for innovators from across all sectors

to come forward with innovative technologies, services and/or business processes that can

help enhancing the customer experience for this specific customer group and incentivise

them to use rail freight more often.

Aim

EIT is looking for a demonstrable range of innovative ideas that can include technologies,

services and/or business processes that show potential to significantly impact and improve

customer experience. In this Challenge we aim to address the following themes:

Extending network capability – better access & connection – the scope of this

theme includes technologies, services or business process innovations that can

extend capability and reduce lead times for new rail freight access, connections and

routes. This theme is a call for innovations that can reduce cost connecting to the

network, methods for timely implementation of rail freight connections closer to cities

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and businesses (e.g. modularised construction, new materials), and methods for

amalgamating goods and transporting to point of entry onto rail freight network (i.e.

hubs, terminals – intermodal logistics and multimodal transportation).

Extending network capability – versatile physical space and rolling stock – this

theme includes technologies, services or business process innovations that can

extend capability and reduce lead times for new rail freight access, connections and

routes by improving the flexibility of rolling stock. This theme is a call for innovations

that can help the transition from current heavy rolling-stock for high-volume, long

distance transportation of bulk goods to more versatile rolling stock/wagon design

and implementation. This includes innovations that may improve rolling/wagon stock

durability, flexibility for different loads, tare weight, higher-speed, lifetime, additional

functionalities (e.g. self-powered rolling stock/wagons to enable condition monitoring

or environmental control). Innovations that consider methods for accommodating

customer’s demands and shifts in the future are also of interest.

Victory and Rewards






£20,000 cash prize for the Runner-up







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2.4 £50,000 Cross-over Prize

Background

This prize is open to any innovator regardless of the Challenge for which they are

competing. The prize will be awarded to the best submission amongst those that describe an

innovation that has been developed for another application (e.g. healthcare, banking,

aviation) but shows great potential to improve rail customer experience. This prize is open

for innovators from the non-rail industry but also to entrants from the GB rail industry that are

proposing to translate an innovation into the GB rail industry.

2.5 Final Live Event

After selection of the finalists by the Online Judging Panel (see Section 4.2) a Final Live

Event will take place on the 17th of September 2013 in London to determine the prize

winners. The event will include a pitching session to attendees at the event and a private

Question & Answer session between the entrants and a Live Event Judging Panel to select

the winners.

The Final Live Event will also include a lecture from keynote speakers and networking

opportunities. Details of the event’s agenda will be announced closer to the date.

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3. How to Apply

Note to entrants –

Entrants should answer all questions within the word limit specified.

Applications which do not comply with the application process may not be

considered.

Applications must not contain any proprietary or confidential information. All

applications irrespective of any markings or statements to the contrary will be

considered non-proprietary and non- confidential information by the organisers.

Entrants are allowed to enter each innovation into more than one Challenge if the

innovation has value in more than one Challenge.

3.1 Application Questions

Application Questions

Entrant Information:

Name: Address: Country: Telephone number: Email address: Provide a brief description of your business, about yourself and/or about your team

(where applicable).

Have you had any previous involvement in the rail industry for this innovation or any

other offerings? If so, please describe.

Are you applying for or have you already secured any other prizes or funding?

How did you hear about this competition?

1. Which Challenge/theme(s) are you addressing:

2. Name of your innovation:

Please provide a title or a short name for your innovation.

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3. Executive Summary (max 100 words):

Provide a brief summary outlining your key idea or innovation and reasons behind your

solution (please do not include any proprietary information as this summary may be used as

promotional material on our competition website).

4. Describe your innovation conceptually (max 1000 words):

Areas to include:

Type of your idea or innovation (technology, service or business operation)

What does your innovation do?

Has your innovation been developed for or applied in another industry? If so,

please describe it.

In addition to text, entrants are encouraged to present their solutions in a creative

way (using drawings or diagrams for example)

5. Describe how your innovation improves Customer Experience and outline the

potential impact it may have (max 1000 words):

Areas to include;

A systematic approach to increase customer experience

Impact of your solution and its limitations

Strengths, weaknesses, opportunities, and threats

6. Why is your innovation different from any existing solutions within the rail

industry (max 500 words):

Describe why your innovation is unique

7. Describe the level of maturity of your innovation (max 500 words):

Is it at an early stage, proof of concept, or pilot?

Has it been tested? In which setting / scale?

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8. What is your understanding of how your innovation would fit in the rail industry

(max 500 words):

Areas to include;

Who are your clients?

Who are your competitors?

Can you identify substitute innovations?

9. What barriers/hurdles do you have to overcome (max 500 words):

Hurdles in terms of product, market and rail industry and how do you plan to

overcome them

10. What would be your route to market when introducing your innovation to the GB

rail industry (max 500 words):

Areas to include;

Milestones

Financial forecast

Marketing strategy

Project resources planning

Industry sponsorship

Implementation approach including any required business change

11. What is the Intellectual Property (IP) position of your innovation?

Ownership/licence of the IP

Protection pending or granted

Do you require any third party IP in order to develop your innovation and, if so,

have you engaged with the IP owner?

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12. If necessary, what kind of help will you require to develop the project further (max

500 words):

Which skills, knowledge (e.g. engineers, designers, marketing experts, etc)?

Which partnerships?

13. How would you use the cash prize (max 500 words)?

14. How much investment funding are you competing for? How much funding do you

require for the development of your innovation and why? How much of that

funding can you raise (max 1000 words)?

Areas to include;

Additional developments to your innovation and needed investment to pursue

them

Detailed plan / milestones in the development path of your innovation

How much of that investment can/will you raise outside this Competition?

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4. Judging Criteria and Process

4.1 Judging Criteria

Judges will be asked to:

Rate the applications according to the Criteria. According to this scale, not answering

or addressing the specific Criterion in an extremely poor manner would mean a low

mark (0), whereas addressing the Criterion in an excellent manner would be awarded

with maximum percentage (10% or 20% accordingly).

Criterion Comment/Description Score

(%)

1. Impact on Customer Experience

Potential to significantly impact the rail industry and improve Customer Experience?

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2. Disruptive / breakthrough idea

Is the idea novel? Will it raise the rail industry’s innovation profile?

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3. Understanding of the route to market

Are the barriers to entry in the market well identified and described? What barriers need to be overcome to launch and grow?

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4. Understanding of the context (rail industry)

How do they aim to reach their clients/market? Is there a realistic understanding of substitutes and competitors?

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5. Technical Feasibility Is the idea feasible and realistic? Can it be implemented?

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6. Commercial Feasibility Will the Competition have an impact on the commercial feasibility of the innovation? Is the innovation commercially viable and feasible?

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4.2 Judging Process

Judging

The Competition will have two groups of judges, who will assess the applications during the

online judging period (Stage 2) and Live Event judging (Stage 3). These are:

Online Judging Panel:

A large pool of judges with various areas of expertise in the rail industry and

adjacent sectors

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These judges evaluate the online applications they are assigned to according to

the Judging Criteria outlined in Section 4.1

Each judge is likely to evaluate maximum of 5 applications, depending on the

volume and length of the applications

Each entry will be scored by a minimum of 3 separate judges. Their scores will

then be normalised (taking into account the relative harshness/generosity of each

judge), and averaged

The highest scoring applications will be selected as finalists and invited to

present at the Live Event

Live Event Judging Panel:

At the Live Event, judging will be composed of 2 phases: a pitching session and a

private Question & Answer session between the entrants and the Live Event

Judging Panel

There will be separate Live Event Judging Panels, composed of 5 experts for

each of the three Challenges

The Live Event Judging Panel will include a cross-section of judges including:

o EIT representation

o Representatives of rail stakeholders (e.g. government agencies,

TOCs/FOCs, passenger/freight customer groups)

o Representatives from non-rail stakeholders (e.g., academia, non-rail

sectors and investors)

Entrants will be judged according to the Judging Criteria outlined in Section 4.1

The Organisers may request additional information to support the original application

prior, to and in support of the Live Event Judging.

Cash prize winners will use the cash prize as indicated in their response to question

13 or otherwise as agreed by the EIT

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Cash prize winners will commit to provide reports to the EIT 12 months and 36

months after the Live Event confirming how their innovation has progressed since

award of the cash prize

The winners who receive investment funding will be decided by the EIT following the

Final Live Event.

Investment funding will be released through a contract that establishes payment

tranches, review procedures, and programme. Feedback will be made available to all

entrants after evaluation.

Judges are not eligible to enter any of the Challenges within the 2013 Customer

Experience Prize Competition.

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5. Terms and Conditions

The Enabling Innovation Team (EIT), and any people acting on their behalf, are hereby

referred to as the “Organisers” of the “Customer Experience Competition”, variously referred

to as the “Competition” for brevity. Persons, teams or businesses that enter the Competition

will be referred to as “Entrants”. The information that Entrants submit to the Competition are

referred to as “Proposed Solutions”.

“Proposed Solutions” are assessed by the Judges as outlined in the Competition Design.

The final recommendation on which Proposed Solutions should receive an award will be

made by the “Live Event Judging Panel”.

1. Proposed Solutions. As an Entrant you may provide to the Organiser your written

submission (your "Proposed Solution") to the Customer Experience Competition. The

Organiser will make reasonable efforts to transmit Proposed Solutions to the Judges;

however, nothing herein shall be construed as requiring the Organiser to transmit

every Proposed Solution to the Judges. In addition, by submitting your Proposed

Solution you thereby agree to provide reasonable assistance and additional

information concerning your Proposed Solution to the Organiser or the Judging

Panel, if requested.

2. Acceptance of Proposed Solution and License to Use. The Judges will judge

Proposed Solutions against the guidelines set out in the Competition Design and

determine, in its sole discretion, which Proposed Solution best addresses the

Competition Design guidelines. The Enabling Innovation Team has absolute and sole

discretion to determine whether to accept the recommendation of the Judging Panel,

and whether to make an Award, multiple Awards or any Award. The meeting of the

Competition Statement guidelines does not automatically mean that the Proposed

Solution will be eligible for an Award. The judgment of the Enabling Innovation Team

is final with regard to whether any entry meets the relevant criteria. The Enabling

Innovation Team shall be entitled to refuse entry to the competition in their absolute

discretion.

Proposed Solutions must NOT contain or include ideas, concepts, solutions or

technology in respect of which a third party owns or controls the intellectual property.

By entering, you represent and warrant that:

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o your entire Proposed Solution is an original work by you and you have not included third-party content (such as writing, text, graphics, artwork, logos, photographs, dialogue from plays, likeness of any third party, musical recordings, clips of videos, television programs or motion pictures) in or in connection with your Proposed Innovation unless (a) otherwise requested by the Judging Panel and/or disclosed by you in your Proposed Innovation, and (b) you have either obtained the rights to use such third-party content or the content of the Proposed Innovation is considered in the public domain without any limitations on use;

o no person or entity other than you has any right, title or interest in any part of your Proposed Solution

o you have all the rights, licenses, permissions and consents necessary to submit the Proposed Solution

o you understand, recognise and accept that Judges have access to, may create or have created materials and ideas which may be similar or identical to the Proposed Solution in concept, theme, idea, format or other respects. You acknowledge and agree that Judges shall have the right to use such same or similar materials, and that you will not be entitled to any compensation arising from their use of such materials. In the event that your entry is identical or similar to the Proposed Innovation of another Entrant, the Judges reserve the right, at the sole discretion of the Judges, to either score one Proposed Solution higher than the other subject to the Competition Design guidelines or to randomly choose a Proposed Solution from all of those submitted which respond to the Competition Design guidelines.

By entering, you agree that the Organiser and its licensees, successors and assigns

have the right to use the names, likenesses, voices and images of all persons listed

in your Proposed Solution for future advertising, promotion and publicity in any

manner and in any medium now known or hereafter devised throughout the world in

perpetuity.

All intellectual property rights, if any, in the idea or concept demonstrated by the

proposed solution will remain with the Entrant.

3. The Organisers shall not be liable to you for any damages, claims, expenses or other

costs (including without limitation, reasonable attorney’s fees) that you may suffer or

incur as a result of your participations in this competition, or arising out of any

information provided by the Organiser or any decision made by the Organiser in

connection with this Competition. Under no circumstances will the Organiser be liable

for any indirect, special, incidental, punitive or consequential damages or for any

damages.

4. General Conditions. The Organiser has the right to verify each Entrant’s eligibility

and compliance with this Agreement. The Organiser has the right to enforce the

terms and conditions hereof directly against you. Participation is conditioned on

providing the data required on the online registration form. Personal data will be

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processed in accordance with the Organiser’s Privacy Policy which can be located at

http://www.innocentive.com/privacy.php. Entrants should direct any request to

access, update, or correct information to the Organiser. Neither the Organiser nor

Partnering Organisations are responsible for human error, theft, destruction, or

damage to Proposed Innovations, or other factors beyond its reasonable control.

Entrants should not register with multiple e-mail and/or street addresses. In the event

of a dispute as to any Proposed Solution, the authorised account holder of the email

address used to enter will be deemed to be the person who submitted the Proposed

Solution. The authorised “account holder” is the natural person assigned an email

address by an Internet access provider, online service provider or other organisation

responsible for assigning email addresses for the domain associated with the

submitted address.

In order to be eligible to enter and win any Challenge within the Competition,

Entrants must:

o Have a bank account into which payments may be legally deposited from the United Kingdom in British Pounds (GBP)

o Hold insurance or other risk management means as required by applicable law and determined by the Organisers, in their sole discretion, to be adequate to protect against potential claims, losses, and damages arising from Entrant’s participation in the Competition

5. Representations and Warranties. You represent and warrant that:

o All information provided by you regarding yourself and, if applicable, your business (“Entrant Information”) is true, accurate, current, and complete information and you will maintain and update the Entrant Information to keep it true, accurate, current and complete

o If you are an individual representing a business or other entity, you are authorised to enter into this Agreement on behalf of that business or entity

o Unless otherwise disclosed in the Proposed Solution, you are the owner of the Proposed Solution and the Proposed Solution does not infringe or violate any patent, copyright, trade secret, trademark or other third-party intellectual property right

6. Further Conditions

o Employees of the Organiser and their families are not eligible to enter, nor shall any member of the same household be eligible to enter (including, but not limited to, Aunts, Uncles, Cousins, Grandparents, etc.)

o Judges will not be eligible to enter any of the Challenges in the Competition o Entrants must be at least 18 years of age or must not be classified as a Minor

in their country of residence o Entrants can apply for multiple Challenges and there are no restrictions

http://www.innocentive.com/privacy.php

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o Investment agreed between the EIT and Entrants in this Competition will be subject to a contract that establishes guidelines and conditions for use and reporting of the investment

o Awarded Entrants will be responsible for any and all taxes or fees associated with Awards

o This Agreement shall be interpreted in accordance with English law and any legal proceeding arising out of this Agreement shall be subject to the exclusive jurisdiction of the English courts

o Entry into the Competition confirms acceptance of the Terms and Conditions as stated herein

o Competition closes on 14th July 2013 at 11.59pm Greenwich Mean Time (GMT). Any submissions after this date and time will be rejected, without exception.

7. Changes to Terms and Conditions and Awards

The Organisers reserve the right to amend these terms and conditions, change the

awards on offer, or revise the timeframes for or cancel Challenges, at any time.

Entrants will be notified of any such changes by email to the address of which they

have notified the Organisers, but will be bound by the changes from the time they

take effect, whether or not such notification is actually received.

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6. Frequently Asked Questions (FAQs)

1. Can anyone enter?

This Competition is open to any innovator regardless of their status (academic, SME,

teams).

2. Can I enter to more than 1 Challenge?

Certainly. You can enter your submission to any of the Challenges and themes within each

Challenge. However, we strongly recommend that your submission is thoroughly thought

and directed only at the themes in which you see more potential for success. This will help

you developing a stronger submission and increasing the chances of winning.

3. Why did you select the Challenges and themes?

A wide spectrum of stakeholders from within the rail industry were interviewed in order to

identity the areas in which innovation would more significantly impact customer experience

and provide an overall improvement in the industry.

4. Can entrants form teams?

Absolutely. We incentivise entrants to form teams/consortiums in order to strengthen their

submissions with complementary knowledge and skills. Especially, for entrants who are from

non-rail sectors. Furthermore, teams may join together to form new teams as they see fit.

There is no limit to the number of members in a team.

5. What happens if no one meets the winning criteria of the Challenges?

If no one meets the winning criteria of the Challenges, the judges will have the option of

deciding on partial prizes. It is the sole discretion of the EIT to decide what should happen to

these funds.

6. Will the winner be transferring any intellectual property right (IPR) as part of the Prize?

No. All intellectual property remains with the entrant. However, in order to enter the

Challenges and be eligible to win, you must not be infringing any third party IPR (please

refer to the Terms and Conditions).

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7. How did you arrive at this Competition design?

The Competition design was led by open innovation company InnoCentive, who have

designed and executed over 2500 Challenges in industries ranging from pharma to

engineering to business. Working in partnership with IXC-UK who are recognised as a

leading practitioner of open innovation and collaborative development, IXC spent time with

Customer groups and then themes were identified. InnoCentive built on these to develop the

full Competition design, during which time further discussions with EIT were held. The draft

design was then reviewed by a panel of experts, with their feedback processed in a final

iteration by InnoCentive.

the 2013 rail customer experience competition

Documents