Case IN63: When a City Transport Department Equated Mobile Ticketing Apps with Enterprise Architecture Readiness
- Sunil Dutt Jha
- 6 hours ago
- 1 min read
ICMG | India Enterprise Anatomy Diagnostic Series
Section 1: Tickets Digitized, System Still Fragmented
A city transport department introduced mobile ticketing apps for buses and trams, enabling passengers to purchase, store, and scan tickets on their smartphones. The launch was presented as a major step toward transport architecture modernization.
But the ticketing app functioned in isolation. It wasn’t integrated with scheduling systems, fleet tracking, or passenger load analytics. Fare policy changes required manual updates across different platforms. Data from the app was not linked to service planning, so peak-hour crowding issues remained unresolved. Refund requests were still processed manually, disconnected from the digital ticketing environment.
By equating a front-end convenience with enterprise architecture integration, the department missed the opportunity to create a unified operational model that linked revenue collection, passenger flow data, and service optimization.
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