Key Topics: Public sector management, customer satisfaction, operational efficiency, governance, strategic planning, fraud prevention, and change management.

Models Covered: Performance metrics analysis, stakeholder management, cost-benefit evaluation, fraud risk assessment, and project management.

Description: This case study focuses on Rail Co, a public sector rail service provider in Beeland, dealing with challenges such as service quality, customer dissatisfaction, financial performance, and fraud. The government and the National Audit Authority (NAA) are scrutinizing Rail Co’s performance, prompting an investigation into governance, internal controls, and customer service standards. Tasks involve evaluating survey results, fraud data, and governance structures to propose improvements in operations, fraud prevention, and customer satisfaction. Strategic recommendations include implementing an online ticketing system and developing a change management plan for a new Chief Executive. The case emphasizes balancing cost, efficiency, and service quality while managing stakeholder expectations and mitigating fraud risks.