PRASA - Passenger Rail Agency of South Africa logo
PRASA Information & Communication Technology

ICT Customer Satisfaction Survey

Tell us how ICT is doing. Your ratings across the services in the ICT Service Catalogue help us target improvements where they matter most to your business unit.

Takes  ~5 minutes
 Confidential responses
 6 service areas covered
Closes  [insert date]

Purpose. This survey covers all service lines in the PRASA ICT Service Catalogue: ICT Technology Operations (IT Service Management, ICT Infrastructure Services, Network and Telecommunications Services), Business Solutions, SAP Centre of Excellence, Information & Cyber Security Business, Enterprise Architecture and Governance, and Project Delivery & Management Office plus related Services. Ratings feed directly into ICT's continuous service improvement plan.

Instructions. Rate only the services you have actually used in the last 6 months. Select "Not Applicable" for any service you haven't used. Comment boxes are optional but very welcome.

Why your feedback matters

The ICT Corporate Plan is designed to deliver measurable business impact across PRASA. Your ratings in this survey directly inform how well ICT is progressing against each of these outcomes.

Improved passenger satisfaction and service delivery

With stable infrastructure, enhanced ticketing systems, and real-time passenger information, PRASA can deliver a seamless experience that attracts and retains more passengers.

Increased revenue and financial sustainability

Upgraded fare collection systems and CRM strategies directly address leakage and fraud, while partnerships and multimodal platforms create new revenue opportunities.

Operational efficiency and scalability

Predictive maintenance, modernised systems, and advanced analytics ensure PRASA's operational assets remain efficient and reliable, supporting growth and sustainability.

Innovation and resilience through partnerships

Strategic partnerships bring expertise and innovation to PRASA while avoiding risks of vendor lock-in or operational hostage scenarios. Governance mechanisms ensure alignment and accountability in all technology investments.

Empowered workforce and organizational capacity

By focusing on staff development and internal capacity building, PRASA creates a resilient ICT team capable of managing both internal systems and external partnerships effectively.

About You

Used only to analyse results by business unit — individual responses are not shared with line management.

1

ICT Technology Operations

ICT Technology Operations covers the core operational functions that keep PRASA's day-to-day technology running — from user support and infrastructure hosting to network connectivity. This service area brings together IT Service Management, ICT Infrastructure Services and Network and Telecommunications Services as its sub-services (1.1–1.3). Please rate each sub-service individually below.

1.1

IT Service Management

Accounts Management, Asset Management, Desktop Support, Service Desk, Mobile Device Services and Service Quality.

1.2

ICT Infrastructure Services

Business Continuity, Data Centre, Cloud Services, Database Administration (Oracle and SQL) and Collaborative Services.

1.3

Network and Telecommunications Services

Telecommunication Systems, Network Services and Remote Access.

2

Business Solutions

Business Solutions covers the business-facing applications that support PRASA's core operations — ticketing and revenue, train operations and safety, workforce and campus systems, corporate systems, web services, and software license management.

Please rate each of the applications listed below.

3

SAP Centre of Excellence

The SAP Centre of Excellence manages and supports PRASA's SAP enterprise modules across finance, HR, supply chain and compliance.

Please rate each module below: SAP Human Capital Management (HCM), SAP Employee Self Service (ESS), SAP Financial Accounting (FI), SAP Materials Management (MM), SAP Plant Maintenance (PM), SAP Supply Chain Management (SCM), SAP Governance Risk & Compliance (GRC) and SAP Success Factors (SF).

4

Information & Cyber Security Business

Information & Cyber Security Business protects PRASA's information, systems and users against cyber threats, including access control and security awareness.

Please rate this service below.

5

Enterprise Architecture and Governance

This service area sets the technology standards, architecture direction, and governance, risk and compliance framework — including ICT policies — that guide PRASA's ICT investments.

Please rate each sub-service below: Enterprise Architecture, and Governance and Risk Compliance including ICT Policies.

6

Project Delivery & Management Office plus related Services

The Project Delivery & Management Office oversees the planning, delivery and quality of ICT projects and initiatives across PRASA.

Please rate each sub-service below: Project Management, Portfolio Management, Business Analysis, Change Management and Quality Assurance.

7

Overall Satisfaction

Your overall impression of PRASA ICT as a service provider.

Overall, how satisfied are you with ICT services at PRASA? *
Overall satisfaction
Would you recommend PRASA ICT's service approach to a colleague setting up a new project?
8

Your Feedback

Optional — in your own words.

By submitting, you agree that your responses may be used in aggregate to inform ICT service improvement reporting. No individual response is attributed to you in any report.

✓

Thank you

Your feedback has been recorded and will feed into the next ICT Service Improvement review. We appreciate you taking the time.