A Strategic Farmwork for Passenger Information Systems in the Rail Industry: A Gauteng Passenger Rail Study

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.