Since the introduction of ChatGPT in 2020, there has been exponential growth in the application of Generative AI (GAI) in the business processes of public transport organizations. However, organizations still struggle with the implementation of such applications and want to gain better insight into the factors that positively and negatively influence their introduction and use in practice. To investigate this, we conducted an exploratory case study with 17 in-depth interviews and an online survey among 59 users and GAI specialists of the ChatNS application at the Dutch Railways(NS). In our study we found five factors that according to the analyzed literature and the interviewed GAI users influence the use of GAI in a practical setting. As a tool for future research we created a maturity framework with five KPIs linked to Success and Failure Factors (SFFs) for future GAI applications.