SISTIC happy with another job well done

Why do huge gaps exist in IT capability in the logistics and supply chain industry in Singapore? Why does the industry suffer from inadequate project management processes and a lack of project managers? And how is it that data quality is so bad in the industry?

When SISTIC wanted to extend its Web-based ticketing solution to a wider spectrum of clients - including the newly opened integrated resorts - it called upon a trusted collaborator, the Institute of Systems Science (ISS).


SISTIC is Singapore's biggest ticketing services management company, selling tickets for about 90% of arts, entertainment and sporting events in Singapore. In addition, SISTIC also offers its proprietary Web-based ticketing solution, STiX, to ticketing companies, event promoters, and venues in the Asia Pacific region under a licensing arrangement.

Mr Chan Wai Hong, Application Manager (IT Services) at SISTIC

Said Chan Wai Hong, Application Manager (IT Services) of SISTIC, "We had previously worked with the ISS in 2007 on a complex reengineering project and we were very impressed with the work by the ISS team. Furthermore, both companies enjoyed a good rapport and worked very well together. And so we had no hesitation in consulting ISS again."

The company intended to use Web Services, an enabling technology for seamless B2B integration, to enhance its B2B reach through STiX. Specifically it wanted its business clients to get more out of STiX.

To make it happen, a team of four comprising the best of the Java Web Services talent in ISS was put on the job.

Heading the team was ISS Associate Swarnalatha Ashok, who has worked in leading manufacturing and consulting companies like Motorola and Tata Consultancy Services. Also on the team were Suriya Priya Asaithambi, previously a consultant for IBM, Singapore Computer Systems and Deutsche bank, and Ouh Eng Lieh and Yunghans Irawan, who brought a wealth of knowledge from their previous experiences in IBM and SUN Microsystems.

They got cracking on three tasks.

The first one was to create design guidelines for developing Web Services for STiX that address several issues such as performance and security. The second was to review the existing infrastructure of SISTIC and recommend the best possible way to deploy these Web Services, which are expected to have to cope with heavier load ahead as a result of the company's expansion in services and swelling client base. The third task was to provide guidelines on versioning, which refers to a set of guidelines for naming different versions of the same Web Services.

Deploying the set of tools provided to them by the ISS team, SISTIC was able to use Web Services to develop a brand new channel for their B2B partners to sell tickets on their own website.

Described Mr Chan, "With this, our partners have been able to create their customised website using content from SISTIC's website such as event details and synopsis. And they are able to access our centralised ticket inventory to sell tickets via their website. Thus, one of the benefits of web services is that our partners can grow their Internet presence as it allows them to sell tickets to their targeted customers via their private landing page."

SISTIC is most pleased with the fact that it is now able to maintain a centralised ticket inventory while, at the same time, provide more choices and convenience for ticket buyers in buying tickets for their favourite shows.

Another plus for SISTIC? The dynamic engagement with the consultants throughout the learning journey.

Said Mr Chan, "The ISS team is very experienced and knowledgeable. My team and I have enjoyed the discussions with the consultants. It definitely felt like we were attending ISS lectures. The consultants are humble folks who are dedicated, knowledgeable and full of patience and it has been a great learning experience."

Summarised Ms Ashok, "With our collective backgrounds on various aspects of web services development and deployment, we were able to provide well-rounded guidance to the client. In essence, we managed to offer SISTIC a big-picture perspective, while giving pointers on specific techniques and best practices suited to its environment."