Information System Development for Queensland Rail's G:link: Report

This report analyzes the existing human activity system within the Queensland Rail G:link, focusing on the challenges faced by its online booking system. The project aims to develop a new information system, specifically a user-friendly app, to address the issues of the current website. The analysis includes an overview of the Gold Coast Light Rail business, its operational strategies, and business structures, with a focus on the innovative structure. The value chain system is examined to identify areas for improvement, and the market position of G:link is assessed using Porter's Five Forces. The report identifies stakeholder issues and roles, and proposes recommendations for the G:link to better utilize a new information system. The goal is to enhance the booking process, improve user experience, and ultimately benefit both customers and stakeholders. The report also provides insights into the competitive landscape and the importance of adapting to market changes to maintain a strong position. The report concludes with the need for IT experts to focus on the website of the G:Link to apply specific methods to get rid of the issue.

INFORMATION SYSTEM
DEVELOPMENT
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Executive Summary
The aim of this project is to create a new information system by providing a
developed new information system. The business of the Gold Coast light Rail,
information about the train and existing business structures have been analyzed.
Previously, the value chain system of the existing system has made a good profit
but due to the generated issues the values have decreased for which enhanced
system was required. This project offers a developed system through which the
customers and the stakeholders will be benefitted. The issue has invaded in the
existing online booking system for which the development and management have
been focused.
Keywords: Innovativeness, development, enhancement, avoiding issues.
1. Introduction
The working procedure and operations of the information system are handled by the
business analyst. The structure of the business of the Queensland Rail, operations that
are involved and which processes can be enhanced requires evaluation. The human
activity system of the G:link is facing some issues, which need to be enhanced with
some better features. The website of the G:link or Gold coast Light Rail let the users
book the tickets for themselves but recently there are issues which has invaded and the
users are finding it difficult to access it properly. For this, the website need to be
analyzed and solution need to be provided.
The purpose of the project is to develop an app for the users so that they easily access
and book tickets. The necessity of building an app is the website of the G:Link is getting
interrupted by some issues. The website has the feature of online booking system, the
website is getting complicated and the customers have to fill in the details several times
due to an error. While booking for tickets or seats users are facing complicacies during
the payment. Therefore, the new Information system will be focused to be designed as
user friendly, avoiding the complicacies.
2. Analysis of Gold Coast Light Rail business
The Gold Coast is considered to be one of the fastest developing sectors in Australia.
The Federal Government and the authorization team of the Queensland together
contributed $650000 to build fund for the Gold Coast Light Rail. This rail system covers
the South east part of the Queensland which comprised of a one route of 20 kilometer
and around 19 stations. The route of that 20kilometer distance starts from the
Assignment Report – 1803ICT or 7610ICT (omit one)
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Helensvale Railway Station till Broadbeach Station. When this transport system of Gold
Coast Light Rail got started it was benefitted by modest gains (Waters, 2015). And at
the initial stages it seemed to be quite fascinating for the people hence, it brought a
good increase in the prices and also amplified the values of the property. Through the
website of the G:Link, customers can choose the options for booking, the booking
details such as name, age, destination, etc. are required.
2.1 Information about the train and strategy
This rail system uses a track gauge of standard length accompanied by overhead line or
wires of 750V. This system is operated in central layout for running. The plan of the
Gold coast transport have the aim to avoid the congestion simultaneously maintaining
the good conduct of the city. This rail system mainly focus on the requirement of the
public transport system across the major transport to provide good service to the
people.
The values has increased to more than 10% during the earlier years and further also the
value would increase. The Gold coast city has invested many amount for the G:link in
order to extends its business. To achieve the wanted results, the new information
system need to be designed carefully to bring the change in the existing human activity
system (Mepham, 2013). And the comparison of the value can also be done by
comparing the profit of the new information system to the older one.
2.2 Business Structures
According to the Henry Mintzberg there are various business structures, which are as
follows: machine structure, entrepreneurial structure, professional structure, machine
structure, division structure and innovative structure. For this case, innovative
structure has been chosen. This structure describes the innovative functions and
operations are involved to enhance the system of the organization (Dekoulou &
Trivellas, 2017). To make the system work for innovative functions the organization
team, approaches for bringing the experts to the organization (Oluwatayo &
Amole,2014). The selected experts should have the knowledge of creativity and efficient
work flow. The advantage of this structure is to maintain problem free condition in the
organization by bringing the experts at any time to solve the issues. Although
modification brings challenges but the experts can adapt different methods to deal with
the challenges.
The G:Link rail is facing some issues like the users are facing troubles while booking
tickets. As a business analyst these interruptions need to be analyzed properly as it
deals with the lot of people. IT experts need to focus on the website of the G:Link to
apply specific methods to get rid of the issue.
2.3 Value Chain System
Value is the essential element of the business, profit margin is the value that can be
created subtracting the cost required in creating that value. Therefore to have higher
profits, cost should be lower than the value. To develop a competitive strategy, the
organization need to focus on creating value and add more values to get the wanted
outcomes. Michael Porter has defined the value chain as the set of activities that
required by the organization to create value for the customers. With the help of the
Porters value chain model the organization can analyze where to focus to increase and
decrease the value (Chan et al., 2014). This value chain focuses on the system of the
organization but on the accounting costs. This model has been categorized into two
system activities, one is ‘primary’ and another one is ‘support’. The primary activities
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focuses on the creation, maintenance, sale support of a service which involves
operations, logistics and marketing. Whereas the support activities deals with the
research and development, procurement, human resource practices, development based
on technology and support system of the organization (Holweg & Helo, 2014).
In general the transport system deals with two types of transportation: journey of
people and shipment of goods. The infrastructure of the G:Link includes: stations, tracks
and cautiousness hence, the primary activities of the G-Link is to maintain the system to
offer better service to the people. The Gold Coast city is focusing to expand the network
hence, strategy for future expansion have been applied. The covering distance would
increase so that more people can travel on it, with this strategy the sales part will be
benefitted.
From the beginning only it has attracted many business opportunities, the operations
that are involved focuses on the passengers and wagons. The life cycle of the
passengers is estimated for creating the stock. This is considered to be the support
activities of the G:link. The booking system operation attracts the customer as they can
do this from anywhere whenever needed.
2.4 Position in the market
The ability to make a good profit in the business is associated with the strength of the
position in the market. The Porter’s Five Forces assist in analyzing the position of other
organization and which services will be profitable to make a good position. The five
forces are: Supplier Power, Buyer Power, threat of Substitution, threat of new entry and
competitive rivalry.
With the Supplier Power an organization can analyze how easy this system is going to
be for the suppliers to drive up the profit and accordingly the materials can be chosen
for the system. According to this power this system has attracted many suppliers to
invest and set a high level position.
Buyer power depends on the number of stakeholders or customers present in the
market, how easy is for the customers to drive down prices, if there are only a handful
of them in the market then they possess the control and if there are many more then the
company’s power increases (Mathooko & Ogutu, 2015). Earlier this transport system
has made a good position in the market due to its innovativeness and other attractive
features of the information system. But now, many other competitors have made their
position in the market hence, G:link’s system need to establish a strong advantage over
others. And according to this model, G:link has medium level in the market.
The competitive rivalry depends on how many competitors are there in the market
(Harding, 2017). The products or services of other organizations are similar then
establishing of own organization’s services need to be focused. The Gold Coast Rapid
Transit system keeps continuing its position in the market because of its service. The
competitive strategy of the G:Link is to maintain safe environment and better transport
services. Although for many years it has kept the stakeholders attracted because of the
easy and innovative system. The smart use of the existing human system has balanced
the capacity of the transport. This transport system also provide reliability and
customization of services. It has maintained a high level position in the market by
applying a competitive strategy.
Next is Threat of Substitution, which depends on the customer’s availability (Zhang &
London, 2013). If the customers get better offers from other organization then the
customers can reject the offers of this company according to their requirements.
Although the developed system of the G:link does good monitoring and controlling over
the existing information system hence, it has high level of force according to
substitution model.
But recently the existing human activity system is facing some challenges while
booking, there is a threat of New Entry. The IT team will take initiative to counter those
issues, until then there is a threat therefore, it has low level for now.
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3. Improvement of existing human activity system
The website provides relevant information of the system, which users can see and can
do the booking. This online system has made life easier as they don’t need to stand in a
queue and people can easily access the ticket, printing is not necessary (Goodall, 2017).
These services of the G:Link system provides hassle-free travel
But the user interface that is present in the website for booking, have some
complicacies due to which many users cannot access the online booking system as a
result people are failing to book tickets online. Every user is not able to access the
website due to the complex feature hence, improvement is required. The online booking
system need to be made easy access so that each one can do the booking without any
issue. Many complaints about the challenges have been received from the customers,
after making the analysis it has been decided to build an easy access app. The features
of the system should be enhanced and not difficult. The change would bring valuable
insight in the business.
3.1 Issues identified by the stakeholders and roles
The issues of the online booking system have identified by many users, the issues can be
resolved as the solution will be designed by the experts of IT team. The fields that are
provided to fill up during booking are creating issues such as same loop is going on
despite of filling up of every fields of the booking page.
The stakeholders such as customers, business analyst of other organization, train
drivers, managers, employees of the G:link have faced problem in the online system.
Stakeholders Roles
Customer Booking tickets, doing payments, travelling on the train
Business Analyst of
other Organizations
Analyzing the existing features, Dealing contract with the G:link
Train drivers Enhancing the driving skills by maintaining the safe operations
and efficient driving.
Managers Monitoring the movements and signaling. Planning of the track
route is also done by the manager.
Employees Employees of the Information system does their work according
to the specific function such as testing the software applications,
handling yard activities, accounting, handling the integrated
database management system.
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3.2 Rich picture
3.3 BPMn notation of process
3.4 Obstacle in Information System Success
Delone and McLean Model of Information System Success helps in identifying the
relationships among six dimensions of success: system quality, service quality,
information quality, user satisfaction, usage intentions/system use, user satisfaction and
system benefits. The information quality that G:link system stores, helps to analyze the
data of benefits for the customers as well as the organization (Noor et al., 2013). The
overall quality of the information system has been marked as developed, innovative and
profitable by various stakeholders and other organizations that deals with evolution of
mobility (Khaddage, Müller & Flintoff, 2016). The information system that is used by
G:link has influenced many users to use this system in order to gain benefits. But as
mentioned earlier, the user interface system is facing some challenges for which the
quality of the existing information system is getting degraded and enhancement is
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needed. Therefore the net system benefits is getting affected due to the problem in
Information system.
3.5 Short in success measures of the existing system
Earlier the components of the system quality was efficient as this system was developed
according to the market of the transport system (Galliers & Leidner, 2014). By which
many stakeholders got attracted to the efficient features. But many challenges have
been identified which needs improvement. Therefore, the existing human activity
system has made success according to the value it has created in the market. But due to
interruption of the issues the efficiency of the existing system have got degraded.
As a result, the efficacy to produce the intended result is getting interrupted because of
the less efficiency in the existing system. The effectiveness of the system is getting
affected due to the recent complicacies. The outcomes are not meeting the expectations
of the organization for the system’s net benefits is getting lower as compared to the
earlier situations.
4. Establishing a New Information System
The existing Information system can be modified by removing the online booking system
from the website. And as a new information system, the online booking part will be done
in the app which will have easy user access. The interface design of the new IS will have
features like searching for nearest Station and book tickets, the users can analyze how
much crowd is there in the train and select according to convenience and if the seats
are not available then this system would suggest an another transport to reach their
destination easily.
4.1 New Information System to modify the business
The idea of the new information system would bring a change in the business which
would help in driving up the value in the market. The new IS would help the users to
make an easy payment and will also ensure that no issues in transactions gets
interrupted. As mentioned earlier that during payment users have to fill in the login
details again and again. The users will be suggested about the trains that would help to
reach the destination on time on earlier with the associated prices of the ticket.
Therefore, the users will be benefitted to choose right train for their destination. With
some of these features, the entire system will have enhanced appearances due to the
modification. Necessary IT experts will concentrate on their work according to their
expertise, if required new experts will be hired.
Stakeholders Roles
Customer Logging-in the app, Booking tickets, doing payments, travelling
on the train, giving feedback
Business Analyst of
other Organizations
Analyzing the new features, Dealing contract with the Glink,
decision making processes
Managers Monitoring the movements and signaling. Planning of the track
route is also done by the manager, data can managed
accordingly with the new information system
Employees Employees of the Information system does their work according
to the specific function such as testing the software applications,
handling data of accounting, handling the integrated database
management system, analyzing the feedback data.
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4.2 Explanation of the New Information System
Describe the data and information that the new system involves, explain the types of
knowledge that the new information system can create, and describe how it can inform
decision-making?
The solution of making a new information system involves building app, which need
specific space to store data, type of data is also an important factor.
The data that is going to be involved in the new information system are: real-time
information, data of traffic management system, financial data like stock, staff and time,
data relevant to sales. This new information system would consist of Graphical interface
hence, sales part related to customers, the characteristics of the system is also involved.
Integrated Database management and feedback data would also be involved.
Therefore, the decision-making will get easier as it would help in analyzing the data
properly. The managers and the analysts can do the optimization of the characteristics
involved and with the help of other relevant data modification can be done.
4.3 Process model using BPMN
4.4 Customer-facing system
The front-end interface is involved in the new information system and it will be
customer-facing system as the aim is to provide better service to the customers. The
issues that have been identified earlier, needs modification and mostly faced by the
customers. Therefore, the aim is to build customer-facing system for the convenience
another benefit of this system is that probable risks can identified and mitigation can be
developed. The value can be increased if more customers uses this new information
system hence, the aim would be to make user-friendly interface.
4.5 Impact of the new proposed system
Describe dimensions of impact of your proposed new information system involving the
G:link for all stakeholders; identify intended and positive effects (and possible negative
effects) and describe the proposed impact of the new system on the organization,
groups, and individuals.
The proposed system will provide benefit to the business of the G:link system. The
issues that have been identified by the stakeholders will be resolved and entirely new
interface would be presented hence, the stakeholders can analyze the system and would
do the investment. The positive effects involve: easy process, no interruption while
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filling data or during transaction even if problems occur then appropriate mitigation
would be designed. The manager can handle the system accordingly, the customers will
have attractive and easy interface. The negative impact is that the stakeholders of other
organizations have to invest more amount as this new system is entirely developed.
4.6 Success measures of the new existing system
The new system would have innovativeness, which would assist in creating a
competitive edge in the market due to which the business analyst will be benefitted. The
automation process will be modified according to the new strategies. The employees
have to work efficiently and with high productivity for smooth execution of the new
system.
Due to the increase in the productivity of the employees, the efficiency of the system
would be achieved. The effectiveness of the new information system can be expected to
have success according to the development. Therefore many stakeholders will have the
advantage of using this new system.
5. Outcomes and recommendation
The outcome of the Existing system needs improvement according to the issues. The
next part involves the information about the obstacles in the existing system and the
shortage of success measure that have been identified. The third part consist of entire
details of the new information system, the implementation process of the app and its
productivity. New database system is recommended to handle the data so that the
appropriate data would be visible to the customers for easy booking. The modifications
that would be implemented have been mentioned earlier, this would definitely assist the
Old Rail management system to get desired results without failing.
6. Conclusion
To implement the new information system the website of the G:link need to direct http-
link of the app so that the users does not need to search for the online booking system.
The app would ask for login details and relevant booking details and the payment
details will also be handled by the app. The database that was being handled in the
website earlier would not be used anymore for modification ne management of data
would be implemented for the new Information System. The outcomes in every part
have been mentioned by which it can concluded that this new system would help getting
efficient result.
7. References and Citations
Chan, F. T., Nayak, A., Raj, R., Chong, A. Y. L., & Manoj, T. (2014). An innovative supply
chain performance measurement system incorporating research and
development (R&D) and marketing policy. Computers & Industrial Engineering,
69, 64-70.
Dekoulou, P., & Trivellas, P. (2017). Organizational structure, innovation performance
and customer relationship value in the Greek advertising and media industry.
Journal of Business & Industrial Marketing, 32(3), 385-397.
Galliers, R. D., & Leidner, D. E. (2014). Strategic information management: challenges
and strategies in managing information systems. Routledge.
Goodall, W., Dovey, T., Bornstein, J., & Bonthron, B. (2017). The rise of mobility as a
service. Deloitte Rev, 20, 112-129.
Harding, S. (2017). MBA management models. Routledge.
Holweg, M., & Helo, P. (2014). Defining value chain architectures: Linking strategic
value creation to operational supply chain design. International Journal of
Production Economics, 147, 230-238.
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Khaddage, F., Müller, W., & Flintoff, K. (2016). Advancing mobile learning in formal and
informal settings via mobile app technology: Where to from here, and how?.
Journal of Educational Technology & Society, 19(3).
Mathooko, F. M., & Ogutu, M. (2015). Porter’s five competitive forces framework and
other factors that influence the choice of response strategies adopted by public
universities in Kenya. International Journal of Educational Management, 29(3),
334-354.
Mepham, D. N. (2013). Transitioning from transit oriented development to development
oriented transit: a case study of the Gold Coast light rail project (Doctoral
dissertation, Bond University).
Noor, T. H., Sheng, Q. Z., Zeadally, S., & Yu, J. (2013). Trust management of services in
cloud environments: Obstacles and solutions. ACM Computing Surveys (CSUR),
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Oluwatayo, A. A., & Amole, D. (2014). Organizational structure of architectural firms
and their performances. International Journal of Construction Engineering and
Management, 3(1), 1-12.
Waters, M. (2015). The Gold Coast business sector: meeting the environmental
challenge. The Gold Coast transformed: From wilderness to urban ecosystem,
145.
Zhang, P., & London, K. (2013). Towards an internationalized sustainable industrial
competitiveness model. Competitiveness review: an international business
journal, 23(2), 95-113.
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