A strategic framework for passenger information systems in the rail industry : a Gauteng passenger rail study

Abstract

ENGLISH : This study investigates the impact of rail passenger information systems (PISs) on service delivery in South Africa. Poor service delivery causes rail transport and profitability to decline, as national statistical reports show. PISs in the rail sector have been largely regarded as operational support systems. An interpretive explorative case study’s findings suggest that PISs have characteristics that qualify them as strategic information systems (SISs) to extend a business strategy. A framework is proposed to guide rail organisations on how PISs could be used as SISs to improve service delivery and profitability in this sector.

AFRIKAANS : Hierdie studie ondersoek die impak van spoorpassasierinligtingstelsels (PISs) op dienslewering in Suid Afrika. Swak dienslewering veroorsaak ’n afname in spoorvervoer en -winsgewendheid, soos aangedui in nasionale statistiese verslae. Spoorpassasierinligtingstelels word grootliks beskou as operasionele ondersteuningstelsels. Die bevindings van ’n interpretiewe ondersoekende gevallestudie dui aan dat spoorpassasierinligtingstelsels gebruik kan word as strategiese inligtingstelels (SISs) om besigheidstrategie uit te voer. ’n Raamwerk word voorgestel wat spoororganisasies kan ondersteun om PISs te gebruik as SISs vir beter dienslewering en winsgewendheid in die sektor.