1803ICT/7610ICT: G-Train Information System Development Report

This report analyzes the G-Train's business operations and existing human activity systems, identifying the lack of a live train tracking system as a key issue. The report provides a strategic analysis of the G-Train, including its competitive forces, value chain, and organizational structure. It uses the DeLone-McLean model to diagnose the problems with the current system, focusing on user satisfaction, system quality, and information quality. The report proposes a new information system centered around real-time train tracking to address these issues and enhance customer service. This new system would allow passengers to check the status of the trains and plan their journeys more effectively. The report includes a rich picture and an As-Is model to depict the current state of the system and the problems faced by the stakeholders. The findings suggest that the new system would offer a significant competitive advantage and improve the overall efficiency of the G-Train service. The report is a comprehensive analysis of the G-Train's current system, its weaknesses, and the potential benefits of a new information system. The report also provides an analysis of the value chain and the competitive strategy of the G-train.

INFORMATION SYSTEM
DEVELOPMENT
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Executive Summary
The popularity of G-train in the Qld rain has led to the increase of customers
significantly. This abrupt increase of customers of the train has created
significant difficult situation for providing the best quality services to the
customer of the train service. It has been analysed by the train company that the
implementation of modern technology would help the organization with the
management of customers. In this report, an information system has been
presented for simplifying the management of customers and then provide the
most optimized services. The information system would introduce the website of
the organization from where the live status of the trains could be viewed for
allowing the customers to not waste significant time in the train station and the
passengers could come out of their houses after checking the train status.
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1. Introduction
G-train is the service that is provided by the Qld rail and it provide the train services to
the passengers. . This train service is mainly controlled by the government of Australia
and they manage all the service in the trains (Naweed 2013). It mainly operates within
the suburban passenger services as well as long distance trains. Almost 6500 km of
robust is under the possession of this particular service. The rail industry of Australia
has gained significant benefits from the development and management of the G-train as
it provides the most sophisticated services to the passengers and help in simplifying the
train journey of the passengers (Vo et al. 2015). The main issue that has been reported
to the management is the lack of the system for checking the current position of any
particular train that has alerted the organization to implement the live tracking system
in the website of the organization. It would help the passengers to check for any sudden
delay in their respective and then manage their day timings accordingly (Cameron
2013).
2. Description of business of G-train
2.1 Strategy analysis
The train provides the best services when compared to the other services, and this has
led to the increase in significant popularity among the passengers (Morgan and
Coughlan 2018). The service works with the strategy of hiring the most skilled workers
for the organization who would be easily able to make the services better. There is no
Assignment Report – 1410ICT or 7610ICT (omit one)
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efficient information system in the organization that could help the organization with
providing the most optimized services. The workers of the organization on the basis of
their skills in particular sectors of the business so that the workers could specifically
perform any one function efficiently (Short, Cameron and Piip 2014). Due to the fact
that majority of skilled workers prefer to work with this particular company, the
competitors are not able to gain any of the workers and it has led to significant
competitive advantage for this service (Ngo and Indraratna 2016).
2.2 Structure of the organisation
With the analysis of the present situation of the Qld rail service, the organizational form
that could be observed is the professional bureaucracy where there is no
implementation of centralization and the workers of the organization perform their own
respective duties and these workers are significantly efficient in their particular sector
(Larue et al. 2018). Without the centralization of main activities in the organization, the
service could be categorized as the professional bureaucracy. As the organization
significantly depends on the skilled workers working for the improvement of the
services, the employees of the organization have significant independence (Funk et al.
2017). The coordination of the functions are achieved by the organization with the
standardization of the qualifications and the skills that are needed for executing the
work by any specific position. As per mintzberg, any professional organization could be
considered as significantly bureaucratic. The main difference among the machine
organization and the professional organization could be observed as the extensive
dependence of the professional organization on the skills of their workers who
efficiently perform their respective tasks (San Kim and Yoon 2013).
2.3 Analysis of the value chain of G-train
The Porter’s value chain analysis could be executed on the G-train business by following
the basic steps:
Step 1: Identification of the sub activities for each of the primary activity
The primary activity of the service is to provide the transportation services to the
passengers. For providing the most optimized services to the passengers of the train,
the employees work in their specific sectors with the use of their skills (Meehan, Batten
and Bellette 2016).
Step 2: Identification of sub activities for each of the support activity
This stage mainly concerns with the idea about how the value support activities like the
firm infrastructure, technology development and the human resource management
could help in creating significant value within primary activities (Chakraborty et al.
2016). From this perspective, it could be observed that the decentralized infrastructure
of the organization helps in providing significant focus on the various sectors according
to their skills (Pal, Daniel and Farjoo 2013). The human resource department performs
the duty of hiring the most skilled workers for any specific task that could be performed
by them only. In the recent years, the human resource management system has been
implemented for optimizing the hiring task and hire more skilled workers in the
organization (Tey et al. 2013). The human resource department efficiently performs the
task of solving the issues of the customers.
Step 3: Identification of links
This is the most crucial and significantly time consuming step due to the fact that this is
regarding the discovery of links among the added value that have been already
identified by the organization (Alahakoon et al. 2018). It could be analysed that the
implementation of live tracking of the trains in their website would provide the
organization with significant competitive advantage as none of the competitors are
implementing this mechanism (Leahey and Salisbury 2013).
Step 4: Search for opportunities for optimization and creation of value
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In this stage, the identification of the sectors that are required to be optimized is done
which would provide competitive advantage for the business (Naweed 2013). With the
analysis of the present situation of the business, it could be analysed that the main
sector that is required to be improved immediately is the implementation of the live
tracking mechanism that would provide the passengers with facility of viewing the train
status. This mechanism would help the employees to provide the most accurate status of
the trains.
2.4 Competitive strategy analysis
The analysis of the competitive strategy could be executed with the help of Porter’s five
forces model.
Competition within the industry: Low
As this service works in the service, there is low competition within the industry
because the regular passengers who have to take any particular train, would take this
particular train each time. The services of this particular train is significantly optimized
and provides quick transportation to the passengers that eliminates the issue of
passengers choosing any other service (Ghaderi, Cahoon and Nguyen 2016).
Bargaining power of the suppliers: High
As the trains in this service works with the use of electricity, the suppliers of electricity
has significant power and the disruption of the availability of the electricity would lead
to the stoppage of the services. The suppliers are always required to provide the raw
materials that are then provided to the passengers in the train.
Threat of new entrants: Low
Any business functioning in the business sector takes significant time to establish and
then gain popularity for their services. The business of g-train is mainly in the service
where it has gained immense popularity and the threat of entry of new entrant is
significantly low because it takes years to become popular in the service sector.
Threat of substitutes: Medium
In the situation when the passengers are not liking the present services of the g-train,
they would shift to any other service and it could be analyzed from this situation that
the threat of substitutes is in moderate condition.
Bargaining power of the buyers: High
In the situation when the customers do not like the services of the train then they would
shift to some other service. If the customers do not feel secured in this particular
service then they would choose some other service.
3. Analysis of the major issues
3.1 issues in the current HAS
From the analysis of the present business of the organization, it could be analysed that
majority of the reports are suggesting the introduction of the live tracking of the trains.
The stakeholders have identified that the passengers are facing significant issues to lack
of checking the train live status. They have concluded that the passengers could save
significant time with the live tracking of the trains because in the situation of any
unpredictable mishap in the tracks or the trains, there would be delay of service. The
passengers could input the train number and then view the status of their respective
and arrive at the station at accurate time. The main stakeholders of the train are the
passengers, driver, manager, station chief and the employees of the train service. The
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passengers play an important role in the revenue generation for the train service. The
employees of the organization works for the development of the train service and
provide the passengers with the most optimized services that would help in fulfilling all
the requirements of the passengers. The drivers drives the trains properly and ensure
that the journey of the passengers is significantly peaceful and they reach their
destination in time.
3.2 Rich picture
Figure: Rich picture of lack of tracking system
Source: (Created by author)
3.3 As-Is model
Figure: As-Is process model
Source: (Created by author)
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3.4 Identifying the problematic areas with the DeLone - McLean model
In order to provide the significantly comprehensive and common definition of
information system success in the organization, the researchers DeLone and McLean
analysed the presently used definition success of IS success along with the
corresponding measures to execute the classification of the measures into six major
categories, namely system quality, the information quality, the service quality, intention
to use and the user satisfaction.
User satisfaction: Due to the fact that the interface of the organization does not provide
the facility of checking the live status of the trains, majority of the users are not
satisfied because at some point of time, they had to wait in the train station and their
valuable time was wasted. The interface of the system of this organization has several
issues in the transaction phase where the transaction frequently not processed. Due to
the failure of processing the transactions, the passengers do not get their respective
tickets.
System quality: It could be analysed that the website of the organization do not provide
the opportunity of checking the live status of the trains and this is considered as the
major issues for the passengers. The system does not perform adequately when several
customers logs on into the system at the same time. The employees of the organization
face significant difficulty with the data management because the system does not
provide the most optimized facility of storing the data.
Information quality: The quality of information that is available in the system of this
service is not adequate for the efficient working of the organization because there have
been situations where the wrong data has been entered in the database of the
organization and it created discrepancy with the tickets that are provided to the
passengers
Intention to use: The website of the organization is mainly used by the passengers to
book their tickets in the train. The employees use the system effectively for handling the
data of the passengers and maintain their records in the system. The transactions that
are made in the system are stored and managed for any future references.
3.5 Success measures using efficiency, efficacy and effectiveness
Effectiveness: It could be considered that the effectiveness of the information system
implemented in the organization is the measure of how the system makes the decisions
whether the system provides the needed output or not. In this sense, the effectiveness
of the information system placed in the organization is not significantly effective as it
has been observed that there are situations where the passengers are not able to see
the past transactions that are made in their account. The passengers do not have the
opportunity of saving the transaction details in their account and they have to provide
the transaction details each time, they perform any transactions.
Efficiency: The efficiency of any information could be referred to the procedure by
which the system makes the input valuable and then provide the accurate output for the
inputs. If any information system makes the proper use of provided input, the system
could be considered as significant efficient. With the analysis of the present information
system in the organsiation, it could be observed that in several situations the system of
the organization does not accept the login details of the passengers and it displays the
error message. This kind of inefficiency in the system creates the situation of
unpleasure for the passengers and they abort the function of ticket booking in the
website.
Efficacy: The main ability of the system of producing the accurate result every time
with the input from the customers is what measured with the help of efficacy. It could
observed that from this particular perspective, the system sometimes does not provide
accurate result to the searches done by the input and although the passengers provide
the correct login details for their account, the system displays the error message.
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4. Recommending the new information system
4.1 Information system description
It is recommended to the service that the implementation of the live tracking system in
the business would help the company to provide the passengers with the facility of
checking their respective train timings and the live status of the trains. The passengers
could save significant time with the implementation of this functionality in the service.
The live tracking of the trains helps the passengers to make their day schedule
respectively. With the implementation of the live tracking system in the service, the
drivers would be able to provide significantly more optimized services as the drivers are
constantly monitored and any kind of irregularities while driving the trains could be
easily monitored and appropriate actions could be taken for intentional delay. The
managers of the service could gain more passengers for the organization as the
optimized service would increase the popularity of this train service among the common
people. The system of the organization would store the real time data of all the trains
running on any particular line and then estimate the arrival time at each station with
the analysis of the speed and distance of the trains. The system would be constantly
updated for allowing the storage of the data that could be accessed by the passengers
with the use of internet.
4.2 Data and information in the new information system
The data that is maintained in the system of the organization mainly include the real
time updates of all the updates of the trains and the information that is included in the
database of the organization is the information of the passengers booking in the trains.
The knowledge that is created with the new functionality of the information system is
the real time update of the trains in any line and then produce the estimated arrival
time of each of the trains in respective stations. It would help the passengers to plan
their journey to the stations accordingly and time could be saved. The decision making
that is being made in this situation is the decision of leaving for the station by the
passengers. Without the functionality of the live tracking of the trains, the passengers
sometimes had to wait for significant time on the station and it created unhappiness
among the passengers. With the implementation of the new feature in the information
system, the time management of the passengers could be done in improved methods as
the passengers have the accurate idea about the arrival time of the trains in respective
stations.
4.3 To-be process model
Figure: To-Be process model
Source: (Created by author)
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4.4 Classification of the information system
From the analysis of the previous aspects of the report, it could be observed that main
functionality of the new feature of the information system is mainly customer facing. It
provides the passengers of the service to check the live status of trains. Customer
facing could be described as the adjective that is used for describing the software or
hardware product or any technology that is dealt directly by the customers. It mainly
includes user interface of any software applications, the help desk that any customer
could place their call to or any kind of mailing service. The live tracking system that is
implemented the system of the business is a user interface that provides the details of
the trains when the passengers inputs their respective train numbers in the form.
4.5 Dimensions of impact
It could be observed that main stakeholders of company are customers, employees,
system administrator and the managers. The main dimension of impact is significantly
huge for employees and the customers. The passengers would gain the functionality of
checking the live status of the trains and then plan their journey to the station
accordingly. It would help in reducing the significant time spent on waiting in the
stations for boarding the trains. The employees would be able check the live status of
the trains and then plan the actions that are included after all the passengers have got
off at the last stations. It would help in simplifying the processes as the waiting time for
any train would be completely eliminated. The main limitation of this particular system
is that there might be situation when the internet services of the customers is not fast
enough for the providing the live status of the trains.
4.6 Efficiency, efficacy, and effectiveness of new information system
Efficacy: Efficacy: The main ability of the system of producing the accurate result every
time with the input from the customers is what measured with the help of efficacy. From
the analysis of the recommended system, it could be analysed that the system now
provides the accurate result almost everytime.
Efficiency: The efficiency of any information could be referred to the procedure by
which the system makes the input valuable and then provide the accurate output for the
inputs. If any information system makes the proper use of provided input, the system
could be considered as significant efficient. As soon as any customer provides the train
number in the user interface of the system and click on the go button, the system
returns the main details of the live status and it provides this particular detail on the
map.
Effectiveness: It could be considered that the effectiveness of the information system
implemented in the organization is the measure of how the system makes the decisions
whether the system provides the needed output or not. The system now utilizes the
input provided by the passenger to return the data of live status of the trains.
5. Suggestions and reflection
The new information system could be used by the organsiation for pr0viding the
functionality of viewing the live status of the trains running on any particular track. It
would provide the company with the method of providing the most optimized services
than any of the competitors. It is required to execute the risk management of the system
before implementing this function in the organization.
6. Conclusion
From the analysis of the above report, it could be concluded that the new information
system in the organization would provide the opportunity of gaining significant
competitive advantage and provide the passengers with the functionality of simplifying
their train journey. The stakeholders have identified that the passengers are facing
significant issues to lack of checking the train live status. They have concluded that the
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passengers could save significant time with the live tracking of the trains because in the
situation of any unpredictable mishap in the tracks or the trains, there would be delay
of service. It is recommended to the service that the implementation of the live tracking
system in the business would help the company to provide the passengers with the
facility of checking their respective train timings and the live status of the trains.
7. References and Citations
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Chakraborty, S., Mengersen, K., Fidge, C., Ma, L. and Lassen, D., 2016. A Bayesian
Network-based customer satisfaction model: a tool for management decisions in railway
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Larue, G.S., Wullems, C., Sheldrake, M. and Rakotonirainy, A., 2018. Validation of a
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Meehan, P.A., Batten, R.D. and Bellette, P.A., 2016. The effect of non-uniform train
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Tey, L.S., Wallis, G., Cloete, S., Ferreira, L. and Zhu, S., 2013. Evaluating driver
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