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Fit 5111- Information Systems Development Practice FIT 5111- INFORMATION SYSTEMS DEVELOPMENT PRACTICE Assignment 2: MYKI SYSTEM CASE STUDY Submitted on: 19th May, 2010 Submitted by: Vaqar Khan - 21832188 Gihan Degambada - Prasannakumar Palani - Kim Phung Tran - FIT-5111: MYKI System TABLE OF CONTENTS EXECUTIVE SUMMARY.................................................................................................... 3 INTRODUCTION ................................................................................................................ 4 1. RICH PICTURE.......................................................................................................... 5 2. PROBLEMS AND PROBLEM OWNERS.................................................................. 7 3. POLITICAL AND CULTURAL ANALYSIS................................................................. 8 POLITICAL ANALYSIS .................................................................................................. 8 SOCIAL AND CULTURAL ANALYSIS .......................................................................... 9 4. RELEVANT SYSTEM .............................................................................................. 10 5. ROOT DEFINITION, CATWOE AND CONCEPTUAL DIAGRAM.......................... 11 COMMUTERS POINT OF VIEW ................................................................................. 11 TTA POINT OF VIEW .................................................................................................. 13 KAMCO POINT OF VIEW............................................................................................ 15 6. COMPARISON OF MYKI TO ANOTHER SYSTEM (OCTUPUS).......................... 17 7. CONCLUSION.......................................................................................................... 20 8. REFERENCES......................................................................................................... 21 TABLE OF TABLES TABLE 1: STAKEHOLDERS.............................................................................................. 5 TABLE 2: PROBLEM AND PROBLEM OWNERS............................................................ 7 Page 2 of 23 FIT-5111: MYKI System EXECUTIVE SUMMARY This report has been created to examine the current problem situation pertaining to the implementation of the new transport ticketing system through all transportation modes across Melbourne Metropolitan and Victoria region. The report outlines the analysis of MYKI project as a new technologically advanced smart card based solution which has scanning capability to simplify the validating process. Many have argued that the system has not been successful in term of its implementation. Problem arises during the implementation period that causes delay for many years. The business reports requested mainly discusses and examines all aspect of current problem situation that lies within MYKI as mass-ticketing system project. To satisfy requirement given, analysts utilise Soft System Methodology (SSM) to identify and explain problem situation within MYKI project. Selected blogs, articles and textbooks have been used as references to improve analyst understanding of the actual problem within MYKI project before presenting analysis and constructing models. Page 3 of 23 FIT-5111: MYKI System INTRODUCTION MYKI system is the contactless smartcard ticketing system that is being implemented in the state of Victoria, Australia developed by KAMCO (Keane Australia Micropayment Consortium), a wholly owned subsidiary of the American company Keane Inc. Initiated with a total estimated cost of $ 494 million, MYKI’s introduction has been delayed and the delayed project has been expected to reach an estimate of $1.35 billion. This business report analyses the important aspects considered in determining problem situation within MYKI focusing on those issues that are forefront in causing delay with regards to the rollout of the system. The report starts with rich picture of problem situation then followed by details of possible problem identified along with its problem owners. The third part of report presents the political and cultural analysis involved in MYKI project. Report then continues with discussion on how MYKI as relevant system should provide benefits to commuters. Root Definition, CATWOE analysis and Conceptual models of MYKI viewed from three chosen stakeholders are examined in fifth section of this report. In the sixth section, report is concluded by presenting a comparison of MYKI project in Melbourne/Victoria with another similar ticketing system (OCTOPUS) which has been successfully implemented in Hong Kong. Page 4 of 23 FIT-5111: MYKI System 1. RICH PICTURE The rich picture depicts the major stakeholders who are influenced by or have an influence on the MYKI system. The rich picture shows the various interactions that various stakeholders have with the system. Every stakeholder has an issue with the system and their issues/worries are depicted in the clouds on top of their heads. Conflicting interests of stakeholders with the system are depicted using crossed swords. STAKEHOLDER ROLE Commuter Major users of the system. Constitute of all the passengers and travelers using the public transport service (bus, train, tram & V-Line) in Victoria. TTA Transport Ticketing Authority. Major stakeholders and project sponsors. Responsible for ensuring the smooth deployment and transition of the system Analyst Responsible for the design and implementation of the system. (Maybe Third Party) Drivers Users of the system who facilitate the journey of the commuters. Government Mandated the replacement of existing system. Sponsors TTA. KAMCO Consultant/Vendor responsible for the development and implementation of the new system. Awarded contract by TTA to operate MYKI Advisors External consultants working with the Government to resolve issues related to delivery and budget blow-outs. Retailer Are responsible for selling the smartcards to the passengers. Can also assist in the smartcard recharge. TABLE 1: STAKEHOLDERS Page 5 of 23 FIT-5111: MYKI System FIGURE 1: RICH PICTURE Page 6 of 23 FIT-5111: MYKI System 2. PROBLEMS AND PROBLEM OWNERS The following table underlines the problems faced during the usage of the MYKI system and the respective problem owners. PROBLEM PROBLEM OWNERS Overcharged journey. Commuters Unresponsive system. Slow response times and Commuters, Drivers abrupt crashing of system leading to unexpected delays in journey. No information about current journey at “touch-off” Commuters Access/Placement of MYKI scanners for disabled, Commuters elderly passengers. Faulty scanning system. Lack of indication or freezing Commuters causes confusion amongst passengers whether they have touched-on and touched-off from the system. Lack of commuter awareness, training towards the TTA, KAMCO new system. Inadequate support from representatives. Web Application not robust and responsive. TTA, KAMCO Time consuming manual top-ups on buses causing Commuters, Drivers delays in journey times. MYKI not meeting expected rollout timelines, budget TTA, Government, KAMCO over-runs. Retailer commission not yet clearly defined. Retailer TABLE 2: PROBLEM AND PROBLEM OWNERS Based on the problem owner table above, it can be ascertained that the main stakeholders in this project include the Commuters, TTA (Transport Ticketing Authority) and KAMCO. Page 7 of 23 FIT-5111: MYKI System 3. POLITICAL AND CULTURAL ANALYSIS POLITICAL ANALYSIS The Victorian Government approved the project on replacing the current public transport system – the MetCard system by investing a large amount of money in the contactless smartcard ticketing system that is called MYKI – “It’s your key”. The reason for the new system is that the number of Victorian is increasing and the system helps commuters quickly catch and get on their train, tram or bus (Lucas, 2009). Moreover, the Transport Ticketing Authority (TTA) who is responsible for the delivery and management of MYKI, pointed out goals for developing the new ticketing system such as a successful transition from MetCard ticketing systems to the new MYKI, the new and reliable ticketing system which is not only accepted and trusted by Victorian but also satisfy the needs of public transport (MYKI). On the other hand, the Public Transport User Association (PTUA) posed a question why the Smartcard system is implemented while the current system – MetCard system still provides commuters good and necessary services. For example, a contactless validating mechanism using radio frequencies is also adopted in the MetCard system. (Wiki, 2010) In addition to the PTUA, public media said that there was a doubt in winning a contract of developing the Smartcard system from American IT firm Keane's KAMCO. Furthermore, it was reported that after meeting with representatives of one of the bidders, one of staff members of the Transport Ticketing Authority (TTA) left a flash drive in a meeting room. However, investigators in the Auditor-General's office did not find out evidence supporting for the investigation. Therefore, in their final reports to Parliament, there was none of these above concerns were included (Wiki, 2010). This may seem to take more time to investigate in order to make the above things clear. Ministry of transport provides funding for this project and wants to get it live before November 2010 elections. On the other hand, the opposite political party criticizes the Labor government for spending so much tax-payer’s money on MYKI. If by chance, the MYKI system is not live by Page 8 of
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