Mobile Ticketing and New Business Models in Public Transit

Introduction

Uber, Spotify, and Airbnb are three companies that have revolutionized their respective industries through the use of information systems (IS). All three companies use data-driven technologies to facilitate their services. Uber uses GPS, mapping, and other location technology to provide efficient ride-hailing services. Spotify uses music streaming technology to provide easy access to millions of songs from around the world. Airbnb uses an online platform to enable people to easily find and book short-term accommodations. In each case, policy makers involved in the use of IS must ensure that the appropriate IT infrastructure and software solutions are in place to support the organization's business model, as well as the security of data. They also oversee the development and implementation of any new technologies that may be needed to improve the efficiency and effectiveness of the system.

For this paper, a local government agency CIO was interviewed with respect to a new mobile ticketing system implemented in the city. The following paper describes and discusses the system, the interview with the CIO, what the system has enabled, and what recommendations may be offered to the CIO going forward.

The Organization and Its Information System

The organization of interest is a local government agency responsible for managing public transportation services in a local city. The specific program of interest is the implementation of a mobile ticketing system for public transportation services. The agency's CIO is responsible for overseeing the implementation and maintenance of the new mobile ticketing system.

The organization is using information systems and information management in the implementation of the mobile ticketing system. The mobile ticketing system is a technology-based solution that enables riders to purchase and validate tickets using their mobile devices instead of traditional paper-based tickets. The system utilizes a combination of mobile applications, payment gateways, and back-end systems to enable seamless ticket purchases and validation. To enable this new business model, the organization has invested in various information systems and technologies, including mobile application development platforms, payment gateway integration, and data analytics tools. These systems have enabled the organization to collect and analyze data on rider behavior, usage patterns, and revenue streams. With this data, the organization is able to optimize transportation routes and schedules to improve efficiency and reduce costs.

The mobile ticketing system has also enabled a new business model for the city by providing a platform for third-party providers to offer value-added services — such as loyalty programs and discounts — to riders. This has created new revenue streams for the organization and has attracted new businesses to the city. Overall, the use of information systems and information management has been critical in fostering the new business model for the city's transportation system. The mobile ticketing system has provided the organization with valuable data insights, enabled new revenue streams, and improved both rider experience and operational efficiency.

The CIO was tasked with the important job of coordinating all aspects involved in the implementation of the mobile ticketing system. This included selecting the right technology, integrating the system with existing infrastructure, testing and quality assurance, and training personnel who would be using the system. The CIO was also responsible for ensuring that the system was secure, reliable, and cost-effective in order to provide the best possible service to users. In addition, the CIO had to ensure that the system met the needs of both the agency and its customers. This involved conducting research to determine what types of features and services users expected and how the mobile ticketing system could best meet those needs.

From a biblical standpoint, the CIO of the local government agency can be seen as a good steward (Pick et al., 2022). According to the parable of the Good Steward in Luke 16:1–13, a good steward is one who manages entrusted resources responsibly and with integrity. Accordingly, the CIO is expected to manage available resources responsibly and with integrity when implementing and maintaining the mobile ticketing system. The CIO must be diligent in ensuring that the system is secure, reliable, and cost-effective, and must also ensure that the system meets the needs of both the agency and its customers. This involves conducting research to determine what features and services users expect and how the mobile ticketing system can best meet those needs.

The CIO must also regularly evaluate the effectiveness and performance of the mobile ticketing system. This includes monitoring the system's usage, keeping it updated with the latest technologies and security measures, and providing feedback to the agency on how the system can be improved. By doing this, the CIO fulfills his responsibilities as a good steward and ensures that the system remains reliable, efficient, and continues to provide the best service possible to users.

Finally, the CIO must be available to answer any questions or concerns from users regarding the system. This is an important responsibility, as it ensures that users are able to make informed decisions about using the system. The CIO should be able to provide clear and concise answers to user questions and offer advice and guidance on how to best use the system. Moreover, the CIO's department should be available to address any issues that arise — such as technical difficulties or security concerns — via channels including social media, described by Neely et al. (2021) as the digital town halls of the Internet. By doing this, the CIO and his department can ensure that the system continues to provide the best possible service to users and that the whole organization demonstrates proper stewardship over the system.

Interview Findings and Assessment

Research and an interview with the public sector administrator revealed that information systems have definitely enabled new and interesting business models, just like those of Uber, Spotify, and Airbnb. With his department, the implementation of a mobile ticketing system for public transportation services has been a significant development. As the CIO pointed out, through the use of data-driven technologies, organizations are able to offer their services more efficiently and effectively than ever before (Camilleri, 2020). As he also noted, they are able to reach a larger customer base and collect valuable data on customer preferences and behaviors. In other words, the digitalization of systems and services has greatly enhanced throughput and organizational understanding (Li et al., 2020).

In the interview, the CIO shared that the implementation of the mobile ticketing system has been successful in increasing efficiency and reducing costs associated with traditional paper-based ticketing systems. He also stated that the new system has given his department valuable data insights that are being used to optimize transportation routes and schedules. However, the CIO acknowledged that the implementation process was challenging and required significant resources and coordination with other departments and stakeholders.

Background research conducted in preparation for the interview examined the use of mobile ticketing systems in public transportation services in other cities. It was found that such systems have been successful in increasing ridership and revenue, as well as improving operational efficiency (Aitzhanova et al., 2021). However, successful implementation does require significant investment in technology infrastructure and stakeholder engagement (Ferreira et al., 2020).

The overall assessment of the agency's management of information for the mobile ticketing system is positive. The agency has successfully implemented the system and is using data insights to improve transportation services. However, the sense conveyed by the CIO was that the agency could have improved the implementation process by engaging more effectively with stakeholders and allocating resources more efficiently. There were challenges in securing budget funding and getting stakeholders on board. This is where the biblical model of stewardship could have been applied more fully: the CIO stated that he was less focused on those aspects and more interested in the technical implementation — but a good steward must care both for the people with whom he is dealing and for those he is serving, as well as for the business side of things.

This requires a balanced approach that prioritizes the well-being of all stakeholders involved. A good steward must prioritize the needs and well-being of the people being served — understanding their concerns, striving to provide high-quality services that meet their needs, and accepting their feedback and voices with respect to the service. In the case of a public transportation system, this means ensuring that the system is safe, reliable, and accessible to all riders, regardless of socioeconomic status.

At the same time, a good steward must also consider the business side of things — ensuring that the organization is financially sustainable and able to continue providing services over the long term. This may involve making difficult decisions, such as cutting costs or adjusting fares, to ensure that the organization can operate within its means. However, caring for the business side of things should not come at the expense of the people being served. A good steward must strike a balance between the two, ensuring financial sustainability while also providing high-quality services that meet the needs of the community (Payne & Petrenko, 2019).

That said, the public sector administrator was confident that the use of information systems and technologies had enabled his department — just as it did organizations like Uber and Spotify — to succeed and to have a positive impact. He also believed that the use of such systems would continue to grow in the future as more businesses and public organizations move toward digital transformation.

The concluding assessment of the agency's management of information is that it has been effective in enabling a new model of oversight and application. The agency has provided the necessary infrastructure and software solutions to support these models and has ensured the security of data. The recommendations in the following section indicate where further improvements might be made.

Conclusion

This paper discussed the use of information systems and information management in a mobile ticketing service for a city's transportation system. It highlighted the benefits of using information systems, including the ability to increase efficiency, improve customer experience, and enable new business models. It also discussed the importance of responsible and ethical data use, which involves using data in a way that respects individuals' privacy and security and ensures that data is used consistently with its intended purpose.

Moreover, the paper explored ways to improve the mobile ticketing service, such as investing in user experience design, conducting user testing, and gathering feedback from riders. By doing so, organizations can create a user-friendly and easy-to-use service that meets the needs of its users, ultimately contributing to the success of the transportation system. Overall, the effective and impactful use of technologies and information is crucial for organizations seeking to improve services, make informed decisions, and achieve their goals while ensuring responsible and ethical data use. Through incorporating these insights and recommendations, organizations can maximize their effectiveness and create positive outcomes for their users and stakeholders.

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