AN APPROACH TOWARDS THE

INTEGRATION OF BUS INFORMATION

SYSTEMS IN VIETNAM

Case study: Ho Chi Minh City Bus Information System project

LAHTI UNIVERSITY OF APPLIED

SCIENCES
Degree programme in Business
Information Technology
Bachelor’s Thesis
Spring 2015
Hoang, Trung & Tran, Kim Hieu
Lahti University of Applied Sciences
Degree Programme in Business Information Technology

HOANG, TRUNG Title: An approach towards the

integration of bus information system in
Vietnam
TRAN, KIM HIEU Case study: Ho Chi Minh City Bus
Information System project

Bachelor’s Thesis in Business Information Technology, 72 pages, 2 pages of

appendices

Spring 2015

ABSTRACT

The bus information system in Vietnam is evolving, and it is therefore necessary

to develop a robust and sustainable integrated bus information system. More and
more people are using buses for transportation everyday all over the world. There
is growing need for an integrated bus information system. Information system
integration (ISI) is not a new concept, and has been well documented and
developed. However, developing an integrated bus information system is still a
question. Such a system has its own characteristics which influence the integration
process.

The thesis aims to understand uncertainties related to ISI contribute to the success
of a bus information system integration. An integrated bus information system
helps to enhance the productivity and efficiency of the system; however, it is also
a solution which contains many challenges. The authors of the thesis discuss the
integration of a bus information system in Vietnam by analyzing the integrated
bus information system in Ho Chi Minh City.

The thesis presents a deductive study in which data is collected from available
books and articles. In addition, interviews were conducted with some of the
stakeholders of Ho Chi Minh City’s bus information system project in order to
gain an overview of the integration of a bus information system integration and its
characteristics and challenges. Finally, data collected through participant
observation and non-participant observation was analyzed and divided according
to particular criteria to support the authors in making a final conclusion. The
results reveal how a bus information system is implemented in the Ho Chi Minh
Bus Information System Project. However, due to the limitations of this study,
further research is needed.

Keywords: Bus information system, integration, Ho Chi Minh City, FPT,

integrated bus information system, integration implementing process, Vietnam,
information system
CONTENTS

LIST OF FIGURES IV

LIST OF TABLES V

LIST OF ABBREVIATIONS VI

1 INTRODUCTION 1
1.1 Thesis background 1
1.2 Business contexts 3
1.3 Research objective and research problem 4
1.4 Practical and theoretical relevance 5
1.5 Structure of the thesis 5

2 LITERATURE REVIEW 8
2.1 The methods of literature review 8
2.2 Information system integration 8
2.2.1 Definition of Information system integration (ISI) 8
2.2.2 Types and levels of ISI 10
2.3 Literature review of Bus Information system in Vietnam 16

3 DEVELOPMENT OF A THEORETICAL FRAMEWORK 19

3.1 Existing framework 19
3.1.1 Composite Information System framework 19
3.1.2 T.O.E Framework 23
3.2 Developing theoretical framework 24

4 RESEARCH METHODOLOGY 27
4.1 Research questions 27
4.2 Organization of study 27
4.3 Research method 28
4.4 Study framework 30
4.5 Data Collection 31
4.6 Research Limitations and Threats to External Validity 32

5 CASE STUDY: HO CHI MINH BUS INFORMATION SYSTEM

PROJECT 33
5.1 Public Transportation in Ho Chi Minh City 33
5.2 Project background 34
5.2.1 Structure of organizing parties 35
 5.2.2 Strategic goals of BIS project 38
5.2.3 Level of BISI 39
5.3 An overview of bus legacy system 39
5.4 HCM BIS Integration 44
5.4.1 Integration of GPS tracking sofware to GPS tracking system 45
5.4.2 Integration of ticket system. 46
5.4.3 Integration of sofware and database 49

6 CASE ANALYSIS 52
6.1 Interview Designation and Data Acquisition 52
6.2 Result and Discussion 56
6.2.1 Charactersistics of Ho Chi Minh BISI 57
6.2.2 Challenges of BISI 62

7 CONCLUSIONS 64
7.1 Thesis summary 64
7.2 Answers to research questions 65
7.3 Limitations and Suggestions for futures research 66

REFERENCES 67

APPENDICES 1
LIST OF FIGURES

FIGURE 1. Four-level taxonomy of integration (p.12)

FIGURE 2. Six levels of ERP integration (p.13)

FIGURE 3. Composite Information System Framework (p.20)

FIGURE 4. Directionality of Constraints in Composite Information Systems

(p.22)

FIGURE 5. T.O.E. framework (p.24)

FIGURE 6. Theoretical framework of information system integration (p.26)

FIGURE 7. The research process (p.27)

FIGURE 8. Deductive research (p.28)

FIGURE 9. Study framework (p.30)

FIGURE 10. Structure of HCM City Bus Information Project (p.36)

FIGURE 11. The current structure of MOCPT (p.40)

FIGURE 12. Semi-automatic ticket system in HCMC (p.44)

FIGURE 13. Model of integrated journey time monitoring system (p.46)

FIGURE 14. Ticket system model (p.49)

FIGURE 15. Three integrated software of BIS (p.50)

FIGURE 16. Data extraction among 3 integrated software (p.51)

LIST OF TABLES

TABLE 1. Structure of the thesis (p.7)

TABLE 2. Types of integration at each of 6 levels (p.16)

TABLE 3. The status of server (p.41)

TABLE 4. The status of software application (p.42)

TABLE 5. Interview’s history (p.54)

LIST OF ABBREVIATIONS

BIS Bus information system

BISI Bus information system integration

BMS Bus management software

CITC Center for Information Technology and Communications Ho

Chi Minh City

HCM Ho Chi Minh City

ISI Information system integration

IT Information Technology

MOCPT Management and Operations Centre for Public Transport

MOT Ministry of Transport

PC Personal computer

TIMD Transport and Industry Management Department

TUPWS Transport and Urban Public Works Services

VN Vietnam
 1

1 INTRODUCTION

This chapter introduces the thesis topic and the authors’ motivation and purpose
for writing the thesis. In the first part of this chapter, a thesis background is
proposed to give readers a general understanding of the thesis topic. Next, the
case study is introduced. In addition, the environment in which the business
operates is described in the business context part of this chapter. After that, the
specific objectives and research questions are introduced based on the authors’
motivation, the thesis background and the business context. Finally, a detailed
table is presented to illustrate the structure of the thesis.

1.1 Thesis background

Information System Integration (ISI) is an innovative adoption intended to

complement a legacy system by combing it with other components, which are
usually information technology (IT) components. ISI is becoming a critical part of
many system revolution projects. In this technology, Vietnam is a follower as the
adoption of such technology is still at the very early stage. In European or
American countries, the integration is no longer a new process and it has taken
place at a higher level. The integration of IT systems in Vietnam could be similar.
However, the country’s economic situation, cultural differences and many other
factors can greatly contribute to the adoption.

Due to the advances in information technology (IT), information system

integration (ISI) has become a noticeable topic. When computer systems were still
relatively simple, there was no real need for integration, and legacy systems
seemed to handle all the necessary tasks. However, when IT has become more
powerful, it has also become the heart of integration projects and plays a critical
role in the success and failure of integration. Correspondingly, the demand for
using information systems for integration is significantly escalating. For instance,
this applies to information systems applications (e.g., centralized database
management systems, electronic data interchange (EDI), information system
infrastructure (e.g., data communication tools, network connection, standard data
structure, and unified coding standards), information systems software (e.g.,
 2

enterprise-wide information system such as SAP), and web-based or internet-

based information systems (Thawatchai Jitpaiboon, 2005, 2). A combination of
the transformation in organizational structures and working format has boosted
the amount of information. Moreover, information technology has greatly
contributed in creating new types of data and information (e.g., electronic record,
barcode). In Vietnam BIS, paperbound documents are still used frequently to
record passenger information, bus route information, bus schedules and so on.
However, the more complex the system becomes, the more problematic the
paperbound system is. As other systems, BIS is evolving and the need for
integration is significant.

Even though the topic of ISI is well documented, most of the studies have been
made from a functional perspective. Research about ISI in bus systems is limited,
and in Vietnam no research-based support is found to determine the challenges
and characteristics of BISI. It is also difficult to find well-written documents or
articles on bus systems.

In Vietnam, the bus information system is old and extensive. Replacing it is not
easy, and the cost for replacing the system would be unexpectedly high. It is
unrealistic to replace the system with a single new one, because the development
of a system of this size is massive and complicated. Keeping the old system and
integrating it with new components would be a more reasonable choice.

The current bus information system, however, has characteristics that would
greatly influence the integration process. Notwithstanding the wide adoption of
information system integration, Vietnamese bus companies appear to not yet fully
exploit the power of integration or completely understand the challenges that
follow the benefits provided by ISI. Information system integration can be a
serious challenge, particularly if information exists in such a heterogeneous
environment as in this case. Nowadays, instead of batch integration, many
information systems need real-time integration, which changes and upgrades the
information in real time when the business is running. For example, an
information system at a hospital needs to work real time, since people’s health is
priority. It is obviously unappropriated to ask a patient to wait for updating the
 3

system, for instance, to get his/her blood test results. The bus information system
is also similar because the service needs to run daily to serve a large number of
people. Therefore, instead of a single run, (information) updates have to be
constant.

1.2 Business contexts

Because of the rapid development of public transportation in Vietnam, more and

more people are using buses daily. As a result, bus routes will adapt according to
passengers’ demands. According to the statistics of Ho Chi Minh City People’s
Committee (Nov 2010), bus ridership in HCMC has grown significantly since
2003. The ridership has increased from 130,000 passengers per day in March
2003 with 42 bus lines to 605,000 passengers per day in 2006 with bus 110 lines.
This has resulted from the development of a subsidized public transportation
network in HCMC. The daily ridership was estimated to be around 675,000
passengers in July 2007.

The result shows a significant change in passengers’ awareness and passengers’

trust in the bus system. However, this change leads to complexity and
disorganization that confuse both drivers and passengers. The existing system
becomes outdated and cannot handle people’s requirements productively and
efficiently. Despite the efforts of the Vietnamese government to change the
present situation, such as improving the bus system and increasing bus network
patronage, the bus information system is still below the required standards.

Recent studies have claimed that HCMC will suffer from heavy traffic congestion,
traffic accidents and air pollution problems similar to other big Asian cities such
as Beijing, Jakarta and Manila if the current concentrations are not offset by
improving transport infrastructure and public transport systems. Vietnamese
authorities decided to carry on an extensive project with the purpose of raising the
share of public transport to cover 25% of all daily motorized trips by 2010 and
50% by 2020. In this project, system integration is considered as an innovative
solution to effectively adapt to the change in the public transport environment.
 4

In addition to giving many advantages to organizations, integration includes

challenges. That is, integrating an existing system infrastructure often presents
many technical challenges. Integration may result in a largely incompatible and
inconsistent information system, and there may occur serious conflicts between
the old and the new system. Moreover, integration requires substantial changes in
organizational structures and business processes which may be potentially
negative without accurate attention from the organization. This means that to fully
get the advantages of ISI and accurately evaluate its challenges, it is necessary to
consider the integration process from various perspectives. Even though ISI’s
usefulness and the nature of the implementation process are well documented in
many areas, for instance in health-care and parking systems, integration in relation
to bus information systems is not well developed. The bus information system in
Vietnam has its own characteristics that need a thorough research. Determining
the bus information system characteristics that influence integration may help to
evaluate the results more accurately.

The Ho Chi Minh City Bus Information System Project (the BIS project) started
three years ago, and it is now at its final stage of implementation. The BIS project
is the first one in a big campaign whose purpose is to change and improve the
public transportation services in urban areas in Vietnam. Therefore, this project’s
success is critical as it is a pioneer that contributes necessary resources to support
and improve the following projects. In other words, the project creates
standardization for the adoption and efficient usage of technology.

1.3 Research objective and research problem

Despite the advantages of ISI, there are still many obstacles and challenges that
cause uncertainties influencing the implementation process. When the adoption of
ISI technology to BIS is still at its first stage, the importance of identifying these
uncertainties is significant to develop Vietnamese bus information system
integration in the future.
 5

The research problem is as follows: What are the uncertainties influencing bus
information system integration in Vietnam? The research problem is solved by
answering research questions in Chapter 4.

The objective of this thesis is to present an overview of the bus information

system integration in Vietnam by determining the nature of Vietnamese BISI. The
thesis focuses on ISI challenges and the characteristics of the bus system
integration in Vietnam.

The research results contribute to the interests of FPT Solution (the company
conducting the BIS project) and the Management and Operations Centre for
Public Transport (MOCPT).

1.4 Practical and theoretical relevance

From the practical point of view, this study contributes to the approach towards
technology adoption with regard to information system integration. This can
create a better understanding of the bus information system in Vietnam and
encourage system integration in this area.

From the theoretical point of view, the study contributes to the existing literature
on information system integration in Vietnam. On the national level, research on
the characteristics of bus information systems and their integration does not exist.
Even though there are several studies about bus information systems in Vietnam,
there is no substantial research on bus information system integration.

1.5 Structure of the thesis

The thesis is divided into seven chapters. This section finalizes the first chapter
(Introduction), which introduces the authors’ motivation, the thesis background,
the business context s, the research objective, the research problem and the
practical and theoretical relevancy of the thesis.

The following chapter introduces related literature and a literature review of

studies on ISI and BIS in Vietnam. In addition, the main concepts and keywords
 6

of the study are discussed in order to narrow down the topic of the study. Finally,
based on the literature review, the main research questions are introduced here.

Chapter 3 presents the theoretical framework after listing existing research

frameworks. This is needed in order to ensure the theoretical framework derives
and progresses from the prior frameworks.

In Chapter 4, the main research problem is narrowed down to three separate

research questions. In addition, this chapter discusses the validity and reliability of
this study and introduces the research method.

Chapter 5 outlines the case study, the Ho Chi Minh Bus Information System
project. This chapter also discusses the current situation of bus systems in
Vietnam and the integration of BIS.

Chapter 6 describes the interviews and how data was acquired and also presents
research results. The results are divided into two parts. The first part presents the
integration characteristics of the bus information system in Vietnam. In addition,
the technological, organizational and environmental aspects are explained. The
second part introduces the challenges of ISI by applying the above-mentioned
three aspects.

Finally, Chapter 7 presents a conclusion, introduces the research results and

answers the research question. Suggestions for further research are also discussed
here.

The following table introduces how the thesis is organized

Chapter Content

Introduction An introduction of the thesis contents including the

thesis background, the business context, research
problems, research questions and research objectives is
presented

Literature Review This chapter demonstrates the current knowledge

related to the topic (definition, types and levels of
 7

information system integration; a definition of the

integrated information system; Vietnamese bus system
in literature review)

Development of a This chapter presents the existing frameworks found in

theoretical the literature review and the framework the authors
framework developed based on the advantages of these existing
frameworks.

Research The purpose of this chapter is to provide readers with

Methodology information about the methods used to approach the
topic, and how data was collected and analyzed

Case study: HO CHI The case study about Ho Chi Minh city Bus
MINH Bus Information System project is described here. This
information system chapter includes the project background, the present
project situation s of Vietnamese bus systems and an overview
of the integration of a bus information system.

Case analysis Using a data analysis method, the analysis of the case
study is presented here.

Conclusion The results of the study and suggestions for further

research are discussed here

TABLE 1. Structure of the thesis

 8

2 LITERATURE REVIEW

This chapter reviews the literature regarding information system integration and
bus information systems in Vietnam. First, a general understanding about
information system integration is presented, including a definition of information
system integration and integrated information system, types and levels of
information system integration. Secondly, literature review related to Vietnamese
bus information systems is explained to have an overview of the bus systems’
characteristics.

2.1 The methods of literature review

In order to conduct a literature review regarding the topic of ISI and BIS in
Vietnam, the authors adopted Webster and Watson’s (2002) recommendations.
Accordingly, the literature review is conducted according to the following steps:

1. Keywords search.
The keywords for this study include the following: information system
integration, integrated information systems, system integration, and bus
information system. Because the study is about Vietnamese bus systems,
the above keywords are also searched in Vietnamese using the database of
Vietnamese universities.
2. Review of relevant journals.
3. Review of relevant conferences.
4. Identification of publications citing the key publications.

2.2 Information system integration

2.2.1 Definition of Information system integration (ISI)

Information system integration is not a new concept. The topic has been studied
for a long time in Europe and the US. However, in Vietnam studying ISI is still in
its early stages.
 9

The meaning of ISI varies, and the definition of ISI has not been uniformly
acknowledged (Nurul, 2010). At the beginning, studies about ISI mostly focused
on business areas such as supply chain, business performance, and business
readiness. Over the years, the meanings of ISI have evolved together with the
development of technologies. ISI has expanded to other areas such as electronic
business, electronic government or healthcare systems. ISI can sometimes be
called by different terms such as Enterprise System Integration, Data integration,
System Integration, Organizational Integration and Electronic Integration.
However, no matter how many kinds of integration there exist, the basis is the
exchange of data between two or more information systems (Vernadat, 1996, 83).

To help the readers of the thesis to have an overview of ISI, the authors list down
several definitions of ISI, starting from the study of Mudie and Schafer (1985).
They stated that ISI is process-oriented. ISI does not only function by
smoothening and assisting the technology process (e.g. developing information
systems application, data usages, and developing information system software),
but also provides a given system adaptability to meet the business demand.
Venkatraman (1991), however, sees ISI as a strategic level, in which businesses’
activities are automated and business processes are reshaped and improved.

In early studies, ISI was confined to a technical and operations task - a part of the
wider area of engineering. For example, Wyse and Higgins (1993) divided ISI
into two types: data integration and technical integration which stops at the
engineering level. Today, ISI is a strategic task which refers not only to the
engineering level but also management level (Hobday, Prencipe & Davies, 2002,
1). According to Bhatt (2000, 2005), ISI refers to data integration, and
communication network integration which included networks connectivity and
communication network flexibility. He stated that data integration refers to data
standard to support the need for sharing databases among departments in the
organization or many organizations. Communication network connectivity refers
to local area network (LAN) and wide area network (WAN) to support data
integration while communication network flexibility refers to the utilization of
standard and protocols. Through communication network connectivity and
flexibility, different systems can communicate with each other. Bhatt studied the
 10

effects of ISI on business process improvement and the relationship between ISI
and business process improvement. Myerson (2002) argued that system
integration means more than just a technology. System integration cannot be
solely defined in terms of technology, but it also involves a complete system of
business processes, managerial practices, organizational interactions and
structural alignments, and knowledge management.

When ISI is used widely, the term “integrated information systems” is also used
more and more regularly. The concept of integrated information systems (IISs)
is defined as follows:

An expansion of a basic information system achieved through

system design of an improved or broader capability by
functionally or technically relating two or more information
systems, or by incorporating a portion of the functional or
technical elements of one information system into another.

(McGraw-Hill Dictionary of Scientific & Technical Terms 2003)

According to Marcus (2009), IISs was defined as computer based systems for
information processing. In such system, contents are semi-automatically
organized and displayed on integrative screen. IISs normally include computers.
These computers can be smartphones or embed products/services inside other
systems. These systems are described in the list below:

 Vehicle systems (bus, car, train…)

 Software (application and operation system)
 Database
 Telecommunication network

2.2.2 Types and levels of ISI

In this part, the authors describe certain types of information system integration
that they have found in related literatures. Traditionally, concerns of ISI were
 11

confined as functional integration, data integration or processing integration.

Nowadays, the advances of new technologies have led new forms of ISI.

Communication network integration

Communication network integration is marked by “transmitting information

around the globe in structured data, text, visual forms or audio format, via flexible
standards including satellites, cable or fibers” (J. Yates and R. I. Benjamin, 1991,
61-69). Communication network integration brings back to the company great
benefits such as reduced expenses, enhanced competitiveness, improved
administration quality and productivity by strengthening the organization’s inner-
relations (Bhatt, 2000).

Data integration

This type of integration is characterized by the data consistency in both technical

and business processes. In data integration, data from various forms are combined
into a valuable one, which is then shared within an organization. (Bhatt, 2000).
For both communication network integration and data integration, standardization
plays a significant role for the success and failure of the integration process.

Meredith and Hill (1990) have introduced a four-level taxonomy of integration

(Grant & Tu, 1990). The four levels of integration can be seen in Figure 1 below:
 12

Level 4
full
integration.

Level 3: Linking
islands of
technology

Level 2: Standalone
hardware connected.

Level 1: Integration of
Standalone hardware

FIGURE 1. Four-level taxonomy of integration (modified from Meredith and Hill,

1990)

However, this taxonomy has limitations when setting its boundaries within
manufacturing system. The taxonomy ignores the fact that an integration process
may extend to the larger scale and is affected by other social-external factors.

Later, in 2007, Grant and Tu proposed a list of integration levels which can be
considered as fuller and more up-to-date. According to them, there are six levels
of information system integration. Each level of integration relates to several
specific types of integration.
 13

FIGURE 2. Six levels of ERP integration (Grant & Tu, 2005, 318)

Level I: System-specification integration

This is the lowest level of integration. The systems are integrated about
compatibility and specification in a stand-alone basis. This level is also the
foundation for higher levels of integration. There are two type of integration
involving this level: compatibility integration and specification integration.

In compatibility integration, the implementation has to satisfy the level of

compatibility between different system components. Human resources play an
integral role in compatibility integration (Besen & Saloner, 1994).

Specification integration, on the other hand, is related to providing the

specifications or configuration of the system at the hardware, software, and
application level.
 14

Level II: System-user integration

At this level, the integration is marked by the integration of users with

environment and technology. The integration creates communication of
information system and users and user-friendly environment by using Graphical
user interface, software, hardware. This level is characterized by ergonomic
integration, which has similar functions. Vertical integration is also a type of
integration relating to this level. Vertical integration is considered as a method of
integration in which subsystems are integrated in relation to their functions and
are controlled by a single functional entity (Lau and Edwin, 2005, 52)

Level III: Islands of technology integration

At this level, the integration refers to the process of sharing information between
islands of technology. Islands of technology are connected geographically
throughout the firm at this level. This level is specified by two types of
integration: vertical integration and horizontal integration.

Horizontal integration is opposed to vertical integration. Horizontal integration is

“evident in manufacturing function and coordination amongst them” (Bullers and
Reid, 1990, 56-67). So that, horizontal integration deals with how data is
transmitted among islands of technology and also their cooperation, management,
administration.

Level IV: Organization integration

Organizational integration is the integration carried on in the entire company

rather than integration in only technology and specification. Organization
integration is characterized by value chain integration regarding various functions
across the value chain. Organization integration involves four types of integration:
internal vertical integration, internal horizontal integration, internal temporal
integration and strategic integration. Internal integration is considered as
integration takes place within the boundaries of organization.
 15

Strategic integration: In this integration, the integration process is viewed as

business perspective in which the integrated information systems has to support
overall strategic goals of the organization. (Grant & Tu, 2007.)

Internal temporal integration refers to ability to using historical data for

facilitating future planning process. The integration help in evaluating the existing
coordination within functions, departments… in terms of effectiveness (Grant &
Tu, 2007.)

Level V: Socio-organizational integration

This integration level encompasses the company with other social-external

environment such as strategic partners, civic institutions or government. It
involves four types of integration: external horizontal, external vertical, external
temporal and shared-vision integration. External integration is considered as
integration takes place outside the boundaries of organization such as integration
with other systems, other industry partners. Shared-vision integration refers to the
sharing of visions among business partners (Grant & Tu, 2007.)

Level VI: Global integration

This is the highest level of integration where integration is conducted across the
national and cultural boundaries. At this level, the integration has to concern
various matters such as differences in language, time, culture, management style,
political problems. It is related to three types of integrations: internal horizontal,
internal temporal and cultural integration.

Cultural integration requires an adequate understanding in culture differences that

affects the implementation.

Types of integration at each of 6 levels

Each level of integration related to several specific types of integration. The table
below showed specific types of integration at each 6 level.

Levels of Integration Types of integration

 16

Global integration Internal horizontal

Internal temporal

Cultural

Socio-organizational integration External horizontal

External vertical

External temporal

Shared-vision

Organization integration Internal vertical

Internal horizontal

Internal temporal

Strategic

Islands of technology integration Horizontal

Vertical

System-user integration Ergonomic

Vertical

System-specification integration Specification

Compatibility

TABLE 2. Types of integration at each of 6 levels (Grant & Tu, 2007, 318)

2.3 Literature review of Bus Information system in Vietnam

Even though there are not many studies about the bus information system in
Vietnam and most of them generally focus on bus services, there are relevant
literatures to the research topic.
 17

Vo Trung Hung (2012) studied the demand for bus transit in Vietnam urban areas.
The study shows that an increase in bus routes, bus services’ quality and
passenger safety lead to an increase in number of bus passengers. Vu Trung Hung
suggested improving the bus information systems as a solution for current public
transport situations.

Vu Hoai Nam and Ngo Thi Mi (2012) presented sequence procedures to select,
calibrate and validate the variables to define service coverage for the bus transit in
the context of Vietnamese urban areas. In their study, the authors claimed that one
of the reasons for unqualified bus services is that the BIS in Vietnam is weak and
below standard. In addition, they pointed out the need for integration in the future.

Le Van Trung (2012) studied only on the usage of GPS and GIS technology in
bus system management in Ho Chi Minh City. In his study, Le presented the
difficulties in finding appropriate solution for inefficiency problems of the
Vietnamese BIS. Le Van Trung suggested GPS and GIS technology as a solution
for real-time data integration and provide the availability of data sharing and
automatic bus schedule management.

The recent study conducted by Nguyen Thai Son (2013) presents the quality of
bus service and satisfaction of passengers and bus drivers in Hanoi, Vietnam. The
study discusses solutions to enhance the service in term of resource management.

According to the above literature review, there are no studies regarding

information system integration. The integration is only suggested as a solution for
future project. Most of the studies focus on describing the bus system limitation,
unsolved problems and solutions only in a single aspect of the system. (E.g.
quality of bus service, bus technology, maintenance system).

Characteristics of bus information system in Vietnam in literature review

Heterogeneous environment:

In the last 35 years, the bus system network in Vietnam has been developed
spontaneously. Le Van Trung (2012) presented that 57% current bus routes
 18

overlap with each other because of the spontaneous development of the city bus
networks. However, only 30% of the buses are used efficiently.

Uneven diffusion of technology and inequality in access to technologies constitute

problems for improving the system. Many buses in the central of the cities use more
advanced technology (e.g. GPS, GIS, Black boxes, e-ticket) while bus systems in
suburban areas still lean on subjective information of operational staffs. As a result,
the quality of bus services could not be fully monitored.

Moreover, in Vietnam, the wide of streets can fluctuate greatly between 5-12m.
According to statistics of Ministry of Transport on 02/06/2011, there are 3315 street
routes in Ho Chi Minh City with the length of 3200km; the average street wide is
9m. Only 14% of the streets have the width of 12m which is suitable for bus to
travel, 51% have the width of 5-7m and 35% of them have the width of under 7m.
This cause difficulties in expanding bus systems in Vietnam.
 19

3 DEVELOPMENT OF A THEORETICAL FRAMEWORK

Two roads diverged in a wood, and I –

I took the one less traveled by,

And that has made all the difference.

Robert Frost, The Road not taken (1920)

In this chapter, existing frameworks with regard to innovation technology

adoption and information system integration are discussed. The advantage of
existing frameworks are used to develop the most suitable framework for the
present study.

3.1 Existing framework

3.1.1 Composite Information System framework

In this study, to determine the challenge of ISI in meeting organizational

effectiveness, the authors adopted Composite Information System (CIS)
framework for strategic advances of Madnick & Wang (1988). This model helps
to identify the characteristics of information system and organizational and
technological obstacles. The framework help in articulating the strategic goals of
organizations and identifying the relationship among strategic goals, technology
obstacles and organization obstacles. A Composite Information System refers to
as a system which integrates component systems reside inside or outside
organization boundaries.
 20

Madnick & Wang, 1988.

FIGURE 3. Composite Information System Framework (Madnick & Wang, 1988).

The different between Composite Information System Framework and other

frameworks discussed in this study is strategic goals are identified and are linked
with technology and organizational factors. Recognizing the important of strategic
management helps to provide configurations for the design and use of CIS.

According to Madnick & Wang (1988), to identify the characteristics of the

composite information system, it is necessary to have a good understanding in
systems environment. The systems environment can be investigated by two main
factors: directionality of constrains and system environmental factors
 21

Directionality of constrains

The researcher presents that there are 3 types of system related to the constraints
on development of CIS (historical, future imperfect and future perfect). The
constraints are often considered as incompatibility among different operating
systems, computer systems, database systems, data formats.

Historical (A): the information systems to be integrated already exist and in the
near future there is no intention for the integrated systems to be changed.

Future Perfect (C): the information systems to be integrated do not yet exist or
they are considered being replaceable.

Future Imperfect (B): in this category, some systems already exist, however, in
the future, other systems will be developed. In this case, exist systems have got
their own historical constraints. Before the new systems are developed, the future
standards should be considerate because the new systems also imposed the new
constrains as well.
 22

FIGURE 4. Directionality of Constraints in Composite Information Systems

(Madnick & Wang, 1988).

Environmental Factors

The system environment is influenced by three factors: autonomy, integration, and

evolution. The autonomy factor and integration factor are conflict with each other.
The autonomy requires the systems to satisfy technology requirements,
organization requirements and strategic requirements, which means that
technology and other factors used in the systems are able to maximize each
individual system’s functions. Otherwise, integration factor may require harmony
of all individual components/systems regarding standardization or
interdependence. The final factor-evolution can influence the balance between
 23

integration and autonomy factor. Evolution concerns the changing of systems in

the future.

3.1.2 T.O.E Framework

Despite the advance of linking strategic goals with CIS environment, Composite
Information System Framework does not include other external-social factors.
Because bus information system integration is influenced by knowledge
challenges and burdens and other social factors, the adoption cannot be explained
with a generalized model of ISI.

The Technology-organization-environment framework (T.O.E framework) give a

good basis to define which factors contributes to the technological innovation
adoption (Tornatzky & Fleischer, 1990). The framework explained both intra- and
inter-organizational factors. Besides technology and organizational aspects, the
authors concern environment as one of factors contributing to technology
innovative adoption. Technological aspect considers to both the existing
technologies and new technologies that are relevant to the organizzation.
Organizational aspect gives a description of the resources and characteristics of
the organization such as:

 The organization’s size

 Degree of centralization
 Degree of formalization
 Managerial structure
 Human resources
 Communication among employees.

Environmental aspect refers to the arena in which business is conducted (e.g.

regulatory environment, society adaption) (Tornatzky and Fleischer, 1990.) In
early studies, the T.O.E framework has contributed greatly in various studies
about Information Systems (e.g., Iacovou et al., 1995; Chau and Tam, 1997;
Thong, 1999). “As a generic theory of technology diffusion, the TOE framework
can be used for studying different types of innovations” (Zhu et al. 2005).
 24

T.O.E framework

Technology Organizational Environment

aspects aspects aspects

Technology
Innovative
Adoption

FIGURE 5. T.O.E. framework (Modified from Tornatzky & Fleischer, 1990)

3.2 Developing theoretical framework

While the existing frameworks could not be fully applied, in order to identify the
uncertainties that influence to BISI in Vietnam, a theoretical framework needs to
be developed by taking the advantages of the existing ones.

The Composite Information System framework looks at the integration process as

a strategic perspectives but it only focuses on technical and organizational matters
while bus information system integration is also affected by other external factors.
The T.O.E framework adds an environmental element to help in analyzing the
integration process. The T.O.E framework is consistent with the innovation
diffusion theory of Rogers (1995), which concentrates on technological
characteristics. Because of the overlap of diffusion research with technology
innovation, in his research, Roger used the word “technology” and “innovation”
as similar concept. According to Roger “a technology is a design for instrumental
action that reduces the uncertainty in the cause-effect relationships involved in
achieving a desired outcome” (Roger, 2005, 13). To investigate the characteristics
of bus information system integration in technological aspect, the authors use the
innovation diffusion theory of Rogers (1995). According to Roger, technological
 25

aspect is investigated using five variables: relative advantage, compatibility,

complexity, trialibility and observability.

 Relative advantage refer to the degree to which the new technology

solution is perceived as better the existing ones.
 Compatibility refer to the degree to which a technology solution is
perceived as suitable for the present organization situation.
 Complexity refer to the degree to which a technology solution is easy or
difficult to implement.
 Trialibility refer to the degree to which a technology solution is
experimented on previous trial.
 Observability refer to the degree to which the result of the technology
solution is observable
 26

Overview of the theoretical framework

STRATEGIC
PERSPECTIVES

INTEGRATED
INFORMATION SYSTEM
ENVIRONMENT

-Relative Advantage
- Business environment
- Compatibility
- Regulatory
- Complexity
environment
- Trialability
- Wider society
- Observability

Technological Organizational Environmental

aspects aspects Aspects

FIGURE 6. Theoretical framework of information system integration.

The theoretical framework provides a top down process in which the strategic
goals are identified and are linked to organizational aspect, environmental aspect
and technology aspect. The technology aspect is investigated using five variables:
relative advantage, compatibility, complexity, trialability and observability
(Roger, 1995). The organizational aspect are investigated by the characteristics
and resources of the organization. The environment aspect is investigated by the
arena in which business is conducted such as business environment, regulatory
environment and wider society (Tornatzky & Fleischer.)
 27

4 RESEARCH METHODOLOGY

This section describes the organization of the study, which is captures by three main
components: literature review, case study and research problems. Additionally, the
research method applied in this thesis is also described together with the study
framework. In the next part, the authors mention about the data collection. Finally,
research limitations and threats to external validity are presented.

4.1 Research questions

In order to investigate the research problems and achieve the research objective,
two research questions have been formulated. The research questions are to be
used to identify the main matters that should be taken into account when
approaching the bus information system integration in Vietnam.

1. Which characteristics of Vietnamese BIS influence BISI?

2. What is the challenges of implementing BISI in Vietnam?

4.2 Organization of study

The three components: literature review, case study and research problems interact
together during the whole research process. (Figure 1)

Theoretical
LITERATURE REVIEW framework
-existing studies CASE STUDY
-existing theory

*Information System *Ho chi Minh Bus

Integration Information System
(ISI)(integration levels project
and process models)
*Integrated bus
information system

RESEARCH PROBLEM
(research objective and
research questions)

FIGURE 7. The research process

 28

4.3 Research method

There are two research approaches: deductive and inductive. Inductive research is
based on exploring the phenomenon, collecting data to form a concepts or theory.
(Saunders et al. 2012.). For this study, the authors has no interest in developing new
theory or concepts, so deductive research method which works from a more general
matter to a more specific one is chosen. In deductive method, the arguments base
on available theory or concepts studied through books or academic materials. (S.
M. Aqil Burney; Nadeem Mahmood, 2006). Deductive method can be called a
waterfall or a “top-down” method. (Figure 2)

Theories
Theories
supported
General Analyze data
or not
level of Analysis
Specific level
focus
of focus

FIGURE 8. Deductive research

In this thesis, the study started from information system integration definition and
ISI theory to determine the nature of integration in bus information system. The
authors developed an appropriate theoretical framework based on the existing
frameworks found in literatures.

This thesis is conducted based on the qualitative research method. The authors
choose this method because it allowed the authors to study the phenomenon as a
specific object. Creswell (1998) defines qualitative research as

An inquiry process of understanding based on distinct

methodological traditions of inquiry that explore a social or
human problem. The author builds a complex, holistic picture,
analyzes words, reports detailed views of informants, and
conducts the study in a natural setting.
 29

(Creswell, 1998, 15)

Descriptive case studies theory is used as part of an iterative process of data

collection and analysis.

For this study, authors decided to use single case study as their case study strategy
because the purpose of this study is to explore the specific factors of bus
information systems in Vietnam. Single case is normally used for unique, critical
and extreme case and multiple case study is used to compare relationships among
cases.
 30

4.4 Study framework

• Books and articles

Literature • Concepts of ISI
review

• Existing frameworks
Theoretical • Framework for the research
framework

• HCM bus information system project

• Case backgrounds (internal documentation from BIS
Case study project, direct and paticipant observation)

• Interviews in all level of the project's side and the bus

company's side
Data
Colection • analysis method

• Compare the analysis result with the criteria

Case
evaluation

FIGURE 9. Study framework

The research framework comprises the concepts of information system integration

which are presented in literature review part. The literature review is addressed after
generated the information from available books and articles.

After that, using the understanding of literature review, the authors develop new
theoretical framework as extend of existing ones. This framework is used as the
main tool to answer research questions.

The research data is mainly collected through the case study by semi-structured and
in-depth interviews, document collected using participant and non-participant
 31

observation methods. After that, the data is analyzed and to make the final
conclusion.

The conclusion will summary the thesis and answer the research questions. This is
the outcome of the present study.

4.5 Data Collection

In this thesis, the authors focus on longitudinal nature of the study, so data have
been collected during a long period of time. Actually, the case study project started
3 year ago (June 2012) and now the project team is implementing the project in its
final stage (April 2015).

Data collection methods are mainly semi-structured interviews and in-depth

interview, participant observation and non-participant observation.

For participant observation method, one of the authors became a member of the
project group. The data that the author got is mostly related to strategic decisions,
implementation barriers and technologies used in the integrated system.

For non-participant observation method, the authors collected written materials in

form of technical notes, and magazine articles directly from managers of the
project.

To address the research problem, semi-structured and in-depth interviews was

conducted among all level of the project team and also from the representatives of
the Management and Operations Centre for Public Transport. For semi-structures
interviews, a list of questions was sent to the interviewees. This may be a good way
to enhance the interviews’ quality. The interviews was also recorded carefully so
they can be analyzed later.

People at the executive level such as product manager, project manager and
represent of Management and Operations Centre for Public Transport are
interviewed first to get an overview about the project. Information from these
interview are analyzed before interview with leaders from technical and analysis
team are carried on to ensure information is attained as detail as possible.
 32

4.6 Research Limitations and Threats to External Validity

While acknowledging the importance of integration theory in areas such as

integration methodologies, integration models…, the integration in bus information
systems was undertaken and have not been documented and developed well.
However, this area is identified as a promising area and can be study further.

Moreover, the thesis is conducted about Vietnamese bus systems which is required
the authors to review also books and articles in Vietnamese. Language barriers may
exists and affect the thesis’s accuracy.

The next limitation is that the data collection focus solely in a single organization.
Even though the case was chosen after consideration of many available resources
and research purposes, a research in more bus systems in Vietnam can help the
study to be more informative from research perspective.
 33

5 CASE STUDY: HO CHI MINH BUS INFORMATION SYSTEM PROJECT

This chapter aims to study the case study to fully understand the integration
implementation of bus information system in Vietnam. The first subchapter
summarizes the Ho Chi Minh City public transportation current situation, and
project background are then presented in the second subchapter. Finally, the third
subchapter discusses the limitations of this study and introduces ideas for future
study.

5.1 Public Transportation in Ho Chi Minh City

Vietnam’s robust economy growth is accompanied by an urgent need for good

transportation network and infrastructure. Heavy congestion and a huge number of
traffic accidents are unavoidable consequences of rapid increase in the use of means
of vehicles. These are also social issues that are attracting attention from the Party,
government and citizens. In recent years, Ho Chi Minh City had made a lot of
efforts to promote the synergy of political system and the people involved in
preserving order and safety of traffic in the area of city. Besides the remarkable
results achieved, it is showed that the number of traffic accidents and traffic
congestion still remains relatively high (based on the actual situation and the
statistics of traffic accidents and traffic congestion in 2011). Noticeably, public
transport only takes less than 5% of Ho Chi Minh total motorized trips. The
motorcycles trip on another hand contributes as a major share of total motorized
trips (75%). With the incentives of balancing the share of motorized trip,
Vietnamese authorities decided to focus on strongly developing and improving
productivity and effectiveness of public transportation system. The government
believed that this will decrease the frequency of traffic congestion and traffic
accidents.

Vietnam’s public transportation is in a worrisome state, with largely week,

complicated and below technological standards system. While other mass
transportation system (urban rail and bus rapid transit) is still under construction
phase, common bus service is the only mean of public transport that MOPCT
operates. Despite the fact that MOPCT has to operate enormous bus network, the
 34

center still lacks of IT equipment, software and applications to support the

monitoring and management activities effectively. The quality of bus services is
still low and unable to meet the travel needs of passengers. Some problems still
exist and have not been completely overcome such as improper driving routes,
skipping stations or wrong drop-off stations. Besides that, the information service
that provides bus schedules to passengers via the Internet and mobile services are
still not developed well.

5.2 Project background

BIS project is part of the larger project: “Establishment of operation system and
bus information system”. The initial stage of the case study project was 3 year ago
(June 2012) and now the team is implementing the project in its final stage (April
2015). The goal of “Establishment of operation system and bus information system”
project is to study and establish appropriate management model of bus information
system in Ho Chi Minh City and deploy of ICT solutions to support the
management model effectively.

To support this main goal, BIS project take responsibilities for developing
management and operation software. Besides that, the project is responsible for
building the information system based on the synchronous connection between
MOPCT and real-time bus monitor devices. In the project explanation of
MOPCT, it is stated that the project will focus on building an integrated ticket
system and three software:

 Software to manage bus stops, bus terminals and bus station information.
 Software to manage and optimize the information service of bus operation.
 Software to manage and operate bus activities online.

Investment in system hardware infrastructure is emphasized to serve the

deployment of software.

(Company document-2015)
 35

5.2.1 Structure of organizing parties

This diagram illustrates the overall structure of organizing parties of Ho Chi Minh
City Bus Information System project, which has been checked and modified by Mr.
Anh Minh (product manager of the project)
 36

Ho Chi Minh
Management and City
Operations Centre for Department of
Public Transport Transportation
and Public
Works

Center for
Information
Technology and
Communications
Ho Chi Minh
City

ESTABLISHMENT OF OPERATION SYSTEM

AND BUS INFORMATION SYSTEM PROJECT

BUS INFORMATION SYSTEM

PROJECT …

FPT Technology
Solution Inc

Bus companies

FIGURE 10. Structure of HCM City Bus Information Project

 37

FPT Technology Solution Inc.

The company conducting the integrating project of Bus information system in Ho

Chi Minh is FPT Technology Solution Inc.

The company was founded in 1988 and has been keeping the leading position in IT
and telecommunications in Vietnam. The company is considered as the pioneer of
system integration in Vietnam and still keeps number 1 position in the area until
now. Recently, the company has conducted many information system integration
project for backbone organizations of the Vietnamese economy such as the People’s
Supreme Court, the People’s Supreme Jurisdiction, Ministry of Finance, General
Department of Taxation, the State Treasury, the General Department of Vietnam
Customs, Ministry of Public Security, Ministry of Information and Communication,
the State Bank of Vietnam … (About us – FPT Technology Solution Inc. 2015).

For HCM BIS Project, the integrated team project is divided into 4 sub-team:
developing team, analyzing team, hardware team and product control team. Each
team has its own function and cooperates well with other team.

Bus companies

There are many bus companies in HCMC (e.g. Saigon bus, Saigon Passenger
Transportation Company). The companies are responsible for monitoring and
operating drivers and fleets, directly contacting with the drivers when necessary
(emergency, alert violations), and intelligently reporting cost-effectiveness analysis
operation of each bus and each route.

Management and Operations Centre for Public Transport (Trung Tâm Quản
Lý & Điều Hành Vận Tải Hành Khách Công Cộng) (MOCPT)

MOCPT is founded in 1996 by Ministry of Transport and located right in the heart
of Ho Chi Minh City – District 1. The center takes responsibility for operating all
activities of the whole bus system in Ho Chi Minh City. Specifically, the center
reports information about bus routes, bus schedules, bus companies’ activities and
violations for Ho Chi Minh City Department of Transportation and Public Works
 38

following strictly requirement criteria. The main function of MOCPT relevant to

BIS project is playing the investor role.

Center for Information Technology and Communications Ho Chi Minh City

(Trung Tam Cong Nghe Thong Tin & Truyen Thong Thanh Pho Ho Chi Minh)
(CITC)

The center is established in 2009 and is administered by the Department of

Information and Communications Ho Chi Minh City. Center for Information
Technology and Communications Ho Chi Minh City is selected as consultant of the
project on the basis of scope of work, workload, quality as well as qualification and
ability of consultants.

Ho Chi Minh City Transport and Urban Public Works Services (So Giao
Thong Cong Chanh Thanh Pho Ho Chi Minh) (TUPWS)

This is the city department which develops cities’ transport strategies, manages and
controls transportation and public works projects. The department is also
responsible for operating public bus system of Ho Chi Minh City.

5.2.2 Strategic goals of BIS project

The strategic goals was set by MOPCT and all activities of BIS project was mean
to support these goals

 The introduction of integrated bus information system will help strengthen

the administrative capacity of MOCPT and improve qualification of public
passenger transport. Specifically, the management capacity MOCPT been
consolidated by the support of integrated software which are provided with
fully operational information of bus network. Qualification of public
passenger transport is improved by being provided with adequate and
instant information about bus schedules.
 The evaluation results of the BIS project will be the premises for broadly
implementing this management model across the public bus network in Ho
Chi Minh City.
 39

5.2.3 Level of BISI

In regard to organization integration and level of ISI, the literature review present
the MOCPT is making efforts to achieve level 3 (Islands of technology
integration) and level 4 (Organization integration).

5.3 An overview of bus legacy system

Bus transportation services in HCMC were provided by many bus companies. The
only government-owned enterprise is the Saigon bus travel Company, which
operated mostly public transit services within HCM City via various routes. The
other companies, which provided services mainly to surrounding towns. All the
bus companies were heavily subsidized by the government like other bus
companies in the country.

The status of the organization

The number of personnel of MOCPT is 229. There are 7 departments: Operational

department, Infrastructure management department, Terminal department,
financial department, Human resources department, Safety assurance department
and Violation control department.

MOCPT is under the guidance of Ho Chi Minh City Department of

Transportation and Public Works. The current MOCPT structure is showed in
Figure.
 40

MANAGING
DIRECTOR

DEPUTIVE DEPUTIVE
DIRECTOR DIRECTOR

Infrastructure
Bus terminal Violation control Operational Financial Human resources Safety assurance
management
department department department department department department
department

FIGURE 11. The current structure of MOCPT (Source: interview with MOCPT)

The number of personnel working directly at bus terminals accounts for about
50% of center’s human resources

However, all the departments currently have not collaborated well with each
other. Some department’s functions still overlap with other department’s functions
and cause great confusion in managing process.

In the future, the center will take more responsibilities for management of
operations and maintenance. The number of employees in MOCPT is forecasted
to increase to 35% of total staff number in 2012. It is also understood that the
current structure of MOCPT is proposed to reform in the near future to better
reflect the management and operational functions.

The status of IT infrastructure

The number of client PC in MOCPT is currently about 100. However, there are
PC with very low configuration (RAM less than 1GB). Most of the computer is in
demand of upgrading or replacing with higher configuration PC.

In addition, the deployment of 03 new software requires approximately 10

personnel to operate the software. Hence MOCPT has to be equipped with 10
more PC.

The status of server

 41

The number of server: 01

Year of
Server name Function Configuration
investment
Process data Xeon E5520 x 2,
IBM X (Web server) DDR Ram 18G, HDD 2009
and store data 140G.
(SQL server)

TABLE 3. The status of server (Source: MOCPT)

Initial server is used to support the main website of Ho Chi Minh city bus system
www.buythcm.com.vn and 2 other software. However, after one year of operating
the system, the server did not satisfy the requirements due to a rapid increase in
database. As a consequences, the operating system run slower than the initial
time.

The status of network system

There are 2 main transmission systems using in MOCPT currently:

 Fiber optic cable transmission 32MB Viettel

 Fiber optic cable transmission 16MB Viettel

The status of sofware applications

 42

Year of
Name Technology Database
investment

1 Bus Management ASP.NET 4.0 2011 yes

Sofware (BMS)

2 Website ASP.NET 2.0 2007 yes

www.buyttphcm.com.vn

TABLE 4. The status of sofware applications (Source: MOCPT)

MOCPT is now only equipped with two software supporting passengers to locate
bus stations and determine the number of bus to pick to go from station A to station
B. In addition, the website www.buyttphcm.com.vn assists passengers with
necessary information such as ticket prices, departure time, end time, change
(route).

MOCPT is not equipped well with software support for the administration and
management of bus activities while the demand for executive, management has
grown steadily.

The status of journey time monitoring system

Currently, city bus systems is using GPS tracking systems for fleet tracking. The
GPS tracking devices mounted on most buses are provided by 5 companies:

 Tít Telecommunication and Information Technology L.L.C

 Vinh Hiển Electron L.L.C
 Liên Á Commerce L.L.C
 Viettel
 Việt Map application L.L.C
 43

Commonly, GPS tracking devices are basically black boxes which provides
periodic information (information about location of each bus and driver, bus
number, company name, station name, time leaving the station ...). The information
is sent to the center by bus companies every 1-2 hours after completing each bus
route. Because each bus company using different GPS tracking devices for their
bus, the information sent to the sent is mostly inconsistent. The problem is that
MOCPT is not equipped with any GPS tracking software supporting for the
synthesis of data from 5 providers. That is why data collected is only raw data and
the filtering process has to be carried on manually. This increase the change of
making frequent mistakes when input information.

In additional, the function of the current GPS tracking system are basically
determining bus and driver location. Other functions such as overload warning,
speed warning... has not been enabled or not been equipped.

Future development plan is integrating bus sensor to manage the warning

information and report to the Center.

The status of ticket system

Semi-automatic ticket system is used widely in the legacy system. However, the
using system is considered as tedious, stressful and involves a lot of time, effort and
manpower. Most of the bus drivers reports that they face concentrating troubles
when drive and involve in the ticket sale at the same time, especially in complicated
and chaos traffic of Vietnam. Another disadvantage of current ticket system is that
the traveler has to spend lots of time in queue for buying tickets, tokens which
potentially causes traffic congestion.
 44

FIGURE 12. Semi-automatic ticket system in HCMC (Source: FPT Solution Inc.)

5.4 HCM BIS Integration

The BIS will ideally be operated as an integrated system from the perspective of
MOCPT and passengers. This will require:

 Integration of Global Positioning System (GPS) on bus so that MOCPT

can manage bus activities more accurately.
 Integrated ticketing for the BIS so that passengers can use a single ticket
such as a stored value card to access any bus without queuing for a long
time to buy tickets.
 Integrated software and database: to ensure that the management and
operation of MOPCT run smoothly without arguing mistakes cause by
incompatibility of the old system. The desired outcome can be achieved by
setting appropriate technical standards and choosing appropriate
technology to ensure the necessary level of integration.

Given the previous discussion, it is better to describe the integration of HCMC

bus information system primarily by the scope of BIS components. On this basis,
 45

four main integrated components for improved bus information system for HCMC
are identified

5.4.1 Integration of GPS tracking sofware to GPS tracking system

After integration process, the information system of public buses are operated as
following description:

 Based on the fact each bus has been installed GPS tracking equipment to
gather information about location, velocity, air-conditioner status, and
door-opening status of current bus routes, all information will be collected
and sent to MOCPT. The integrated information system allows the
information to be send in real-time (each 2s) instead of each 1-2 hour as
before.
 At MOCPT, the data will be processed, synthesized, analyzed for different
purposes, both for management and administration. The data is displayed
on digital map to assist the management of bus routes, actual running time
of each bus. This information supports the moderator in making decisions
on changing bus routes, bus schedules in case of traffic congestion, traffic
accident…
 In addition, a data portal is integrated to the previous software to provide
users with ability to access the internet to manage information about bus
stops, shelters and yards, from designation, location to maintenance
schedule... At the same time, information about management of bus
companies are centralized. Other information such as ticket price, time
charts are collected to create appropriate evaluation criteria and effectively
evaluate the system based on data derived from actual operations.
 The data is also shared immediately to the Agency of bus companies and
other management departments in need.
 46

Bus MOCPT Management

companies department

Decentralized management Decentralized management

Center for collecting

journey tracking
information

Gps tracking
device on bus Gps tracking
Receive/sent device on bus
mobile signal

FIGURE 13. Model of integrated journey time monitoring system (FPT Solution
Inc)

5.4.2 Integration of ticket system.

A new intelligent eTicket system is integrated to the existing one and the two
systems will be operated together. The reason to integrate them together instead of
replacing totally the old system is that each system have its own advantages and
disavantages and together, the two system can maximize the productivity and
 47

effectiveness of the ticket system. The eTicket system help to create convenience
for passengers, save time while queuing to buy tickets, easily load payment into the
card value from the electronic payment channels such as Internet banking, mobile...
However, awareness of new system is still low and the new system is actually less
convenient for people who travel by bus unregularly.

The eTicket system will use smart cards which is integrated electronic circuits and
microprocessors. The smart cards have capable of storing and processing data, such
as reading, writing; the cards communicate with others device through transmission
lines using radio waves. Checking ticket device will be installed into the bus
without removing the existing devices. The system have to meet technical standards
issued by MOT: ISO / IEC 14443, ISO / IEC 7810, ISO / IEC 18 092; security
standards such as system reaches a minimum level of EAL 3 evaluation, using data
encryption.

The following figure show an overview of eTicket system operation

 48

UBND TP

Sở GTVT

Report
Bank

Payment
ETicket system

Checked Ticket Data

Released Info abt extracting
ticket data system

Bus companies Card issusing agency Operating system agency

Buy ticket Customer’s

service Top-up
Use machines
eTicket
Passenger
Top-up money
automatically,
Look up
infomation
 49

5th floor: Payment

system

4th floor: Management of

ticket release, oroperation and
invalid ticket list

3rd floor: Manage ticket

purchasing/saling transactions

2nd floor: Terminal

equipment
Checking ticket Saling ticket Top-up money
devices devices device
(mounted on bú
1st floor: smart
card Smart
phone

FIGURE 14. ETicket system model (Source: Miss. Van – FPT Solution)

5.4.3 Integration of sofware and database

3 new software are integrated to the bus management system are described as
flowing chart
 50

Software application to manage Sofware application to mange

and optimize the information bus stops, bus terminals and bus
station information
service of bus operation

SOFWARE

Sofware application to manage

and operate bus activities online

FIGURE 15. Three integrated software of BIS

Software application to manage bus stops, bus terminals and bus station information
(1st software) helps to manage information of bus stops, bus terminals and bus
station by integrating existing visual digital map platform. This software help to
store, query, and analyze information which is used for existing BMS software.

Software application to manage and optimize the information service of bus

operation (2nd software) and software to manage and operate bus activities online
(3rd software) also work on the visual digital map platform, using the local graphical
design to enhance the using ability of staffs.

In addition, the software application to manage and operate bus activities online
integrates and load data from GPS tracking devices on bus.

The data using for 3 software applications is centralized and shared seamlessly
between systems software. The data extraction occurs in the following order:

Data bus stops, bus terminals and bus stations are digitized and put into the system
through 1st software. Through that, 3rd software analyzes data sent instantly to the
center from GPS tracking devices on bus to monitor online roadmap and bus stops.
Besides that, other system processes collect data and statistically analyze daily
activities of MOCPT and create reports and indicators as a basic for improving the
bus operation and optimizing MOCPT’s activities.
 51

FIGURE 16. Data extraction among 3 integrated software (Mr. Ha Cong Bang –
FPT Solution In.)

Main requirements:

 Integrate sucessfully different data sources and different data management

systems, different versions of each one (Microsoft SQL Server 2005,
Microsoft SQL Server 2012, Foxpro ...) and XML data standards;
 Support for querying, updating data from all data sources through a single
service;
 Ensure security of database systems and other the safety factors.
 Use modern technology to easily upgrade in the future.
 52

6 CASE ANALYSIS

In this chapter, the case study is demonstrated in terms of data collection method,
data analyzing method and the result of analyzing process.

6.1 Interview Designation and Data Acquisition

As mentioned in chapter 3, data collection methods are mainly semi-structured

interviews, participant observation and non-participant observation. By the time
the author participated in the BIS project as a member, he has provided with many
information and data related to the research topic. Moreover, by contacting
stakeholders of the project via email, more information of the project was
collected. Thus, what the authors did were to review and analyze available
information. Alternatively, qualitative research in form of interviews was
conducted to investigate deeply the BISI, explore bus characteristics of BIS which
influences integration process and also the challenges of BISI in Vietnam.

“With qualitative research interviews you try to understand

something from the subjects point of view and to uncover the
meaning of their experiences. Interviews allow people to convey
to others a situation from their own perspective and in their own
words. Research interviews are based on the conversations of
everyday life. They are conversations with structure and
purpose that are defined and controlled by the researcher.”

(Kvale, Steinar, 1996)

Interviews can be conducted in an informal and conversational way, whereby no

predetermined questions are given to remain as open as possible to interviewee’s
nature and priorities. There are also interviews where questions are highly
structured and formalize. Depending on the purpose of the interviews, the
interviewers can also choose to use a combination of both methods. Hence,
interviews can be categorized into 3 fundamental types by one common typology
as follow:
 53

 structured interviews;

 semi-structured interviews;

 Unstructured or in-depth interviews.

(Saunders et al. 2012.)

Structure interviews are, essentially administered questionnaires, in which

interviewees are asked by a list of standardized and predetermined questions. The
interviewers may need to “read out the questions exactly as written and in the
same tone of voice so that you do not indicate any bias”. Consequently, this
interview method facilitates faster interviews and the interview results can be
more easily analyzed and compared. Structured interviews are also referred to as
‘quantitative research interviews’. Conversely, unstructured or in-depth interviews
are performed with little or no organization. The questions are asked with great
variation. This type of interview allows the interviewee as freely and adaptively as
possible to express their thoughts about the topic. In another words, during the
interview, the interviewers “goes with the flow”. However, unstructured or in-
depth interviews can be really time-consuming if the interviewee does not have
relevant and adequate knowledge about the topic. Lastly, semi-structured
interviews can be considered as providing more focus than unstructured
interviews but still allow a level of freedom from getting information form the
interviewed. In semi-structured interviews, several key questions are asked to
explore the areas. The questions can be changed flexibly and there is the scope for
follow-up questions to responses that warrant further exploration. (Saunders et al.
2012.)

The purpose of this study is to explore the views, experiences of individuals on

specific matters. Semi-structure interviews and in-depth interviews are believed to
provide a 'deeper' understanding of research topic than would be obtained from
purely quantitative research interviews, such as questionnaires. The authors
decided to conduct interviews firstly with top managers of BIS project: product
manager (Mr. Tran Hong Minh), project manager (Mr. Vu Hong Viet) and
Represent of MOCPT (Mr. Hoang Nhut Minh) to have an overview of BIS
 54

project. This position has an influencing role in exploring the project in strategic
level. And then in-depth interview was conducted with 4 leader from 4
departments of the project team for deeper exploration: developing leader (Mr. Ha
Cong Bang), analyzing leader (Ms. Nguyen Thi Y Nhi), and quality assurance
manager (Mrs. Hong Van), consultant (Mr. Mai Thanh Cuong). This is a
requirement in order to get reliable data from the interviews. Because of
differences in time zone and geographical location, the authors chose to conduct
the interviews via Skype using video or audio function. All the interviews were
recorded to analyze later. There are several interviews are conducted by email due
to conflict in interviewers and interviewees schedules.

Date Informants Interviews topics Interview

method and
length

10.04.2015 Tran Hong Minh In-depth interview 60 min

- Product
Introduction of BIS project. Interview
manager
via Skype
General information about the
(video)
status of integrated bus
information system.

Strategic goals of the project

Instructions and permission to

get information from the
project team .

13.04.2015 Hoang Long - Semi-structures interview Represent of

Represent of MOCPT
Bus legacy information system.
MOCPT

Bus system’s charaterictics.

 55

14.04.2015 Vu Hong Viet - Semi-structured interview 90 min

Project manager
Information about the running Interview
project. via Skype
(video)
Bus system’s charaterictics that
influences integration.

17.04.2015 Vu Hong Viet - In-depth interview 45min

Project manager
To clarify unclear information Interview
To ask for advices to approve via Skype
or modify analyzed data (audio)

To get the commissioner

updated about the thesis
process

21.04.2015 Ha Cong Bang - In-depth interview 30 min

Developing Challenge of integration Interview

leader process in technical via Skype
(infrastructure) level. (video)

Bus system’s charaterictics that

influences integration.

21.04.2015 Nguyen Thi Y In-depth interview Email

Nhi -
Challenge of integration
Analyzing leader process in technical
(infrastructure) level.

Bus system’s charaterictics that

influences integration.

24.04.2015 Hong Van – In-depth interview 30min

Quality
 56

assurance Challenge of integration Interview

manager. process. via Skype
(video)
Bus system’s charaterictics that
influences integration.

24.04.2015 Mai Thanh In-depth interview Email

Cuong
Challenge of integration
Consultant process in organizational level.

Strategic goals

27.04.2015 Vu Hong Viet - In-depth interview Email

Project manager
To clarify unclear information
To ask for advices to approve
or modify analyzed data

To get the commissioner

updated about the thesis
process

Get more information about

challenges of integration
process in organizational level.

TABLE 5. Interview’s History

6.2 Result and Discussion

In this part, the authors draw conclusions based on data collected from personal
observation, documentation receiving from related organizations and from
interviews, in combination with their own knowledge about the thesis topic. The
results of the thesis are discussed below
 57

6.2.1 Charactersistics of Ho Chi Minh BISI

The characteristics of Ho Chi Minh BISI is investigated using theoretical

framework discussed in chapter 3. According to the framework, characteristics of
Ho Chi Minh BISI is analyzed by strategic perspectives, integrated system
environment and 3 T.O.E aspects (technological aspect, organizational aspect and
environmental aspect)

Strategic perspectives

As HCM BIS is a public sector and is under the administration of Vietnam

authority, its governance structure is not as similar as other commercial
organizations. The system is operated by departments, faculties, main center, and
administrative offices. The BIS has various committees such as MOCPT, TUPWS
at the executive level that make strategic and operational decisions in conformity
with the assistance it receives from the authority. Key feature of the HCMC BIS
are:

 Centralized decision-making
 Formalization through legal procedures.

(Mr. Vu Hong Viet – project manager of BIS project)

System environment

The charaterictics of BIS in system environment aspect is distinguished into 3

variables: directionality of constrains and environmental factors (Madnick &
Wang, 1988)

Directionality of constrains: The bus information system to be integrated is

considered as existing and will be change in the near future. In other words, a
higher level of integration will be taken place after the completion of BIS project.
As a result, the need for creating a standardization for the whole system and the
openness of the system in upgrading in the near future is significant. (Mr. Vu
Hong Viet – project manager of BIS project)
 58

Environmental factors can be influenced by three factors: autonomy, integration

and evolution. In BISI, the trade-off of autonomy and integration is huge. For
example, to maximize the efficiency of GPS tracking system, the integration
required all the GPS tracking devices to be uniformed so that the data received is
consistent and data is transmitted in the fastest way. However, this may greatly
affect the autonomy factor in term of organization requirement. GPS tracking
devices on bus is distributed by five different tele community companies. The
uniform of all GPS tracking devices requires the replacement of thousands GPS
devices. Integration in this point is considered as cost-consuming and violating the
bus companies’ benefits. The replacement of GPS tracking devices is also
influenced negatively to the business of GPS devices distributors. The evolution
of GPS technology can influence the balance between integration and autonomy
in the future. However, this factor is still somehow unpredictable. (Hong Van –
Quality assurance manager of BIS project)

Technological aspects

These aspects viewed by comprising current technological situation of bus

information system and integration implementation of BIS is going to bring.
According to Rogers (1995), there are five variables affecting the technological
aspects. In below these variables are discussed.

Relative advantage

The relative advantage of BISI is characterized by the awareness of new

technology. Actually, the GPS tracking systems has been used for tracking buses
and enhance the productivity and effectiveness of MOCPT’s management.
Moreover, the company which is responsibility for implementing the integration -
FPT Solutions have conducted which many government integrations before. (Mr.
Tran Hong Minh – Product manager of BIS project)

Compatibility

In compatibility of BISI is identified by the degree of adaption of integration

solution to meet organizational values such as resources, capitals, culture or social
image.
 59

MOPCT identify themselves with Bus Information System integration, it adapts in

their operations in the inside and their image from the outside. They see BISI as
the most appropriate solution and BISI is now a strategic technology for HCMC
BIS to enhance their values. (Tran Hong Minh - Product manager of BIS project)

Complexity

According to Rogers (1995) complexity is “defined as the degree to which an

innovation is perceived as relatively difficult to understand and to use”. During
the interviews with Mr. Vu Hong Viet – project manager of BIS project, the
complexity is differentiated in two particular features: maturity of BISI and the IT
infrastructure.

 Maturity of BISI: In the theme of current Vietnamese bus systems

situation, BISI is a rising technology, so it is still not sufficiently mature.
The integration is evolving and as a result, may involve many
technological matters. BIS project can be considered as one of the first
step in BISI arena in Vietnam. While MOPCT can benefit internally
somehow from the BISI, the awareness of passengers and drivers about the
new integrated systems is still questionable.
 The IT infrastructure of BIS in HCM are mostly undeveloped. Most of
PCs using in MOPCT have pretty low configuration. The main server’s
capability is under demand of system and storage requirements.
Consequently, system failures can and should be expected daily.

(Tran Hong Minh - Product manager of BIS project)

Trialability

Trialabilily is the quality or degree of being verified or tested by means of a trial.

Because BIS project is the first step in integration in Vietnamese BIS, there is no
available integration implementation cases to review. This is also the reason why
the overall project – “Establishment of operation system and bus information
system” was planned for a long time ago but only ready to start recently. The BIS
project success is a connection between ISI and other waiting projects. The
project is promised to provide more information and experiences for other
 60

projects to take the initiative and drive ISI implementation. (Tran Hong Minh -
Product manager of BIS project)

Observability

According to Mr.Tran Hong Minh, observability is really important for the

successful of BISI. Before each integrated component is ready to use broadly,
there are always several trials. The real project is experimented on the evaluation
of these trial.

Organizational aspects

Economical capital: Bus system is a government-owned sector so it is not driven

by any economical capital. No commercial organizations can use their position to
rule out the implementation of BISI.

Strategic capital: Nationally, the mandates by MOT requiring the bus information
system in big cities such as Da Nang, Hanoi, and HCM to implement BISI have
sparked the recent uptake of ISI. Hence, the whole BISI is strongly affected by
strategic plan of the government.

(Hoang Long -Represent of MOCPT)

Environment aspects

“Environmental aspects characterize the arena in which a

company conducts its business - its industry, competitors, and
relationship with government”

(Tornatzky and Fleischer, 1990).

According to Deuten et al. (1997), the environment factor is characterized by 3

variables: business environment, regulatory environment and wider society.
However, the interview result show no result in business environment. The BISI
characteristics in environment aspects is discussed below:

Regulatory environment: One characteristic of Vietnamese bus system is that it is

heavily subsidized from the government, not only on ticket fares but aslo in
 61

operation costs. In ticket fares, subsidy amount is calculated by a travel distance

basis (km/bus) with the bus companies. Normally, the bus ticket fare is
10000VND (approximately 0.4 euro) without the subsidization. The government
will decided which bus routes to subsidize and subsidy amount is about 50% of
the ticket fares. For other investment, the plan and financial report is done by
TUPWS and after really long and complicated regulation procedure, the subsidy is
accepted. Moreover, during the implementing process, if there any change in
project plan, the project plan need to be approved again by the government. As a
result, the government require adequate report from the bus companies to ensure
their effective subsidy. (Hoang Long -Represent of MOCPT)

However, the managements and administrations of the government is not strictly

enough. For instance, a bus company has to register the vehicle number, route
number before the bus is allowed to be operated. Many bus company break the
law by take advantages of the fact that many bus routes overlap each other’s; one
bus may registered for 2 bus routes. The data from GPS tracking system cannot
identify which route the bus is running. (Tran Hong Minh - Product manager of
BIS project)

In general, the integration project heavily depend on authority in term of finance

and making decision.

Wider society

According the interview result, this variable is described by two matters: social
responsibilities and awareness of ISI. Firstly, the integration in HCM bus system
results a great cut in labor force while the parts of the legacy system are run
manually. The government consider the big project of changing public transport in
Vietnam as the image. And reaction of community in this matter can affect the
government decision in implementing process. Secondly, passenger’s awareness
of ISI and MOCPT staff’s awareness are still low. Before integration is taken
place, a good communication strategy need to be done to promote the technology
widely (Hoang Long -Represent of MOCPT)
 62

6.2.2 Challenges of BISI

Strategic perspectives

Because of the national mandates of BISI, each step of BIS project have to be
considered thoroughly. A failure in choosing integration solution can cost the
government a lot of money. In strategic perspectives, project team have to take
more responsibilities in ensuring budgetary support is used appropriately.
Challenges of BISI is identify how to align operational activities to strategic
directions. (Vu Hong Viet -Project manager & Tran Hong Minh - Product
manager)

Technological aspects

Data challenges: While using the legacy system, data is sent from GPS tracking
devices every 1-2 hours. The integrated GPS tracking system allows the data to be
sent every 2 seconds. This offers a great opportunity to be able to use real-time
data for real-time business. As a result, decision is made more easily and quickly.
However, the growth of data also brings back challenges. There are approximately
1800 buses operated everyday. If we make a quick calculation, there are
77,760,000 files sent every days. Moreover, data is not simply deleted every day,
it has to be stored for a long period of time for management purposes. For the
project team, the size of data is one of their challenges in technological aspects.
Another challenges is how to handle multiplicity of types, sources and formats.
Data that project team works with in BIS project comes from various sources and
in various forms. There is data input manually (normally Word, Excel... files or
paper-bound documents) and digitized data (digital map, digitize graphical
data…). Because data structure is not coherent and not unifying, digitization
process is necessary to standardize the data. However, this process takes a lot of
time and human resources (Tran Hong Minh - Product manager).

Differences and uneven in existing system: The legacy system use different data
management systems, different versions of each one (Microsoft SQL Server 2005,
Microsoft SQL Server 2012, Foxpro ...). This causes difficulties in integrating
existing systems. (Nguyen Thi Y Nhi -Analyzing leader)
 63

Organizational aspects

The BIS integration requires a significant shift in corporate politics. The

integration focuses on management and operation functions which requires a
smoothly communication not only between information systems but also between
business departments. Coordination requires enhancing in technological and
management skills among employees for BIS projects.

Another challenge in organization aspects is how to handle effectively human

resources. The integrated system required more people for handle new functions,
but also cut down jobs because some components has been automated. (Mai
Thanh Cuong – Consultant)

Environmental aspects

Because public bus transport is a public sector, MOCPT are responsible for report
to TU and MOT. BIS project is subjected to requirements as imposed by
authority. MOT planned to integrate the whole public transport system in the
future (level V: Socio-organizational integration). Consequently, BISI have to
follow a strictly standardization for future integration. (Mai Thanh Cuong –
Consultant)
 64

7 CONCLUSIONS

In this chapter, the authors conclude the problem formulated in Chapter 1. The
first subchapter summarizes the results of the case study, and research questions
are then answered in the second subchapter. Finally, the third subchapter
discusses the limitations of this study and introduces ideas for future study.

7.1 Thesis summary

The thesis aimed to identify uncertainties which can affect bus information system
integration in Vietnam. These uncertainties were identified by investigating the
characteristics of BISI and the challenges of BISI. These factors were examined
by studying related literature and by conducting interviews. According to the
related literature, ISI can be categorized into various types and integration takes
place on many levels. There is a noticeable relationship between these levels and
types of ISI. In general, ISI can be understood as a process of combining different
component subsystems and software programs into a single system so that all the
subsystems function together as a coordinated whole.

As the authors mentioned in the case analysis part, the Vietnamese government is
trying to solve the country’s traffic problem by implementing “Establishment of
operation system and bus information system” project. The case study, the Ho Chi
Minh City Bus Information System project, is the first step in a larger project.
Because the public transport system and the bus information system are
substandard, system integration is implemented to enhance the effectiveness of
MOCPT’s operations. The integration includes GPS tracking system integration,
eTicket integration, software applications and database integration. The IT
infrastructure also need to integrate to adapted integration requirements.

As was written in the case analysis part, the characteristics of BISI were
investigated to fulfill the research objectives. The characteristics of BISI and the
challenges of it are determined by using the theoretical framework developed in
Chapter 3. Even though BIS project is in its final stage and there are positive
signals showing in the project results, the implementation has faced many
 65

challenges. The challenges involve challenges in handling big data, challenges in

processing, challenges in environment factor…

7.2 Answers to research questions

The research questions mentioned earlier in the paper are answered briefly below

Which characteristics of Vietnamese BIS influence BISI?

Based on the findings, it is clear that the Vietnamese BIS is a
heterogeneous environment in which parts of the system develop unevenly
and spontaneously. The results of the conducted interviews explore the
charaterictics from various aspects. From strategic perspectives, the BISI
strategic and operational decisions have to fit in the support it received
from the government. While top management is driven by the integration,
translation between system environment and global standardizations is
needed. The BIS has the characteristics of an evolving system where the
implemented integration is part of a whole in the public sector.
Standardization is a compulsory factor to reduce future systems’
constraints
When looking at the business case, technological characteristics are
considered as the most important characteristics of BISI. Currently ISI is
promoted as an IT solution for bus operations, and enhancing bus
operation effectiveness is the driving force of BISI. In terms of
compatibility, BIS is considered as fitting with the external exposures such
as culture and resources. However, the complexity of the BIS is high when
the BISI is not completely mature and an IT infrastructure is relative
inadequate. Another characteristics of BISI is that it requires a high level
of trialability and observability.
The most noticeable characteristic of BISI is that the Vietnamese BIS is
heavily subsidized by the government. The BIS is affected significantly by
a regulated environment.

What are the challenges of implementing BISI in Vietnam?

 66

The challenges accounted for implementing BISI mainly relate to dealing

with the pressure from the gorvernment, solving technological problems
(big data, differences in existing systems, standardization), handling
human resources effectively and fitting the project into the government’s
plan to change the public transport system in Vietnam.

7.3 Limitations and Suggestions for futures research

During this thesis process, the author aware of much knowledge about bus
information system integration in Vietnam. Apparently, there are always
uncertainties besides visible opportunities in implementing bus information
system integration. Accordingly, with this study, the authors believe to provide a
deeper understanding about the bus information system information as well as
provides information for future projects.

It would be beneficial to gather more information for investigating the adoption of

integration system. Because the Ho Chi Minh City Bus Information System
project is the first and only project at the moment, the results of this study may be
inadequate. Their characteristics and effects are still unknown. Therefore, the
authors believe that much research should be done to explore the influences of
information system integration. These following are some suggestions:

 What are the key challenges of implementing integration and identifying

means to overcome barriers in BISI?
 What are the reasons lead to failure in BISI?
 How does ISI affect the Vietnamese BIS?
 67

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opportunities-of-big-data.html

Lisa Kelly. Big data and analytics: a large challenge offering great opportunities.
http://www.computerweekly.com/feature/Big-data-and-analytics-a-large-
challenge-offering-great-opportunities

Research Rundowns - Instruments, Validity, Reliability. 2009. Available on

http://researchrundowns.wordpress.com/quantitative-methods/instrumentvalidity-
reliability (accessed April 20, 2015)

INTERVIEWS

Tran Hong Minh. 2015. Product manager of Ho Chi Minh City Bus information
system project. In-depth interview. 10th April 2015.

Hoang Long. 2015. Represent of Management and Operations Centre for Public
Transport. Semi-structured interview. 13rd April 2015

Vu Hong Viet.2015. Project manager of Ho Chi Minh City Bus information

system project. Semi-structured interview. 14th April 2015

Vu Hong Viet.2015. Project manager of Ho Chi Minh City Bus information

system project. In-depth interview. 17th April 2015

Ha Cong Bang. 2015. Developing leader of Ho Chi Minh City Bus information
system project. In-depth interview. 21st April 2015

Nguyen This Y Nhi. 2015. Analyzing leader of Ho Chi Minh City Bus information
system project. In-depth email interview. 21st April 2015

Hong Van. 2015. Quality assurance manager of Ho Chi Minh City Bus
information system project. In-depth interview. 24th April 2015

Mai Thanh Cuong. 2015. Consultant of Ho Chi Minh City Bus information system
project. In-depth email interview. 24th April 2015.
 72

Vu Hong Viet.2015. Project manager of Ho Chi Minh City Bus information

system project. In-depth interview. 27th April 2015.
APPENDICES

INTERVIEW QUESTION

1. Can you describe the legacy bus information system? Why does it need to
be integrated?
2. Which level the integration take place? (the interviewer describe briefly
about the levels of integration if necessary)
Note: question 3-5 to determine the type of integration

3. Are there any committees (bus companies, Ftp) the top management level
that make strategic and operational decisions in line with the support it
receives from government?
4. Can you give a comparison (information system category) of legacy and
current description of information systems integration?
IS components Legacy system Integrated system

Data center

Global position system

Maintaining system

Sign display system

Ticket system

5. How information technology does contributes to the integration?

6. Bus information system is a real time business when data of bus routes and
traffic status need to be updated instantly. How is it effect the integration
process?
7. Can you list down some noticeable characteristics of bus information
system?
8. How these characteristics affect integration process?

9. What is the strategic goals of the integration?

10. How does organization factor affect the integration and does it bring back
any challenges?
11. How does technical factor affect the integration and does it bring back any
challenges?
12. How does environment factor affect the integration and does it bring back
any challenges?

NOTE: These question will be used to ask the project manager,

product manager. These people will be interviewed first. Based on the
result of these interviews, more detail question will be created for
leaders of other departments.