Public transportation is undergoing a transformation. Rising passenger demand, workforce shortages, and the transition to electrification are adding layers of complexity to how public transportation providers operate. At the same time, the need for real-time responsiveness — in communication, scheduling, and service delivery — has never been more urgent.

To explore how operators are navigating these evolving challenges, I had the pleasure of co-hosting the Optibus webinar Real-Time, Real Impact: Mastering Public Transportation Operations on June 4, 2025, alongside Sharad Agarwal, General Manager for North America.

Our panel featured three outstanding leaders representing diverse company sizes, geographies, and approaches to modern operations:

• Tristan Cunningham, Service Planning Manager, Alexandria Transit Company (DASH), USA
• Marek Černý, Data Analyst & Transit Planner, Bow Valley Regional Transit Services Commission – Roam Transit, Canada
• Miguel Pimentel, Project Coordinator and Contract Manager, Transdev Portugal
  
  

Here’s what we learned — and what operators and agencies around the world can take away from their experiences.

Ridership Recovery Is Real — and So Are the Growing Pains

All three panelists highlighted an encouraging trend: ridership is not only recovering post-pandemic — in many places, it’s surpassing pre-2020 levels. But success brings new pressure.

“We were able to recover and exceed the pre-pandemic ridership in 2022, and by the end of 2023, our ridership increased by 1 million within one year,” shared Marek Černý of Roam Transit.

“There is more demand than there is DASH,” added Tristan Cunningham. “We're bursting at the seams just trying to make it all work on a day-to-day basis.”

For Miguel in Portugal, surging demand is layered on top of a nationwide push for digital transformation:

“There is resistance to new workflows. It takes time to mature the process and to scrap the old ones. That’s one of our biggest struggles.”

Data Builds Trust — and Drives Better Decisions

Data emerged as a powerful tool not just for internal decision-making, but for building transparency with public transport authorities (PTAs) and the public.

“We can discuss perceptions, but it's harder to debate current data,” said Miguel. “Listening to people is important — but we also need to listen to data.”

“We’re now able to show the PTA that we are doing what we say we’re doing. That’s a game-changer for building trust.”

Real-Time Operations Begin with Real-Time Communication

One recurring theme throughout the conversation was that technology is only as effective as the communication it enables.

“If you haven’t established trust with your frontline, you might not get the kind of response you want,” noted Tristan. “Drivers need to know your information is accurate and actionable.”

“Simplicity and clarity are key,” added Miguel. “Short messages, instant updates, two-way communication, and driver feedback loops make all the difference.”

Marek emphasized inclusivity: “Our drivers span multiple age groups. Some are more tech-savvy than others. So we use multiple communication channels to make sure the message gets through.”

Supporting Drivers Requires More Than Just Instructions

Beyond technical systems, agencies are rethinking how they support the people delivering service on the ground.

Roam Transit uses customer service ambassadors to assist riders at key stops, ensuring drivers can focus on safe operations:

“If drivers are fielding constant questions, they can’t focus on operating safely or staying on schedule,” explained Marek.

Tristan shared a broader reflection:

“We celebrate when the day ends smoothly, but we need to ask: what did passengers go through to get there? Did they suffer delays or confusion because we failed to communicate early?”

Embracing Digital Tools to Reduce Errors and Improve Flexibility

Many agencies are turning to digital platforms to reduce friction and improve accuracy in daily workflows.

Miguel’s team is using a pilot operation in the city of Aveiro to implement and refine integrated tools:

“It reduces the number of mistakes — and it builds a more natural workflow for the local team.”

Meanwhile, Marek highlighted how Roam Transit is maximizing flexibility despite being a smaller agency:

“It’s not about having more resources — it’s about being responsive with what you have. We’ve introduced overload buses that drivers can request when needed.”

The Path to Electrification Requires Flexibility — and Communication

Panelists also reflected on the operational realities of electric fleets.

“We’ve had 14 electric buses running without major issues. It helps that our duties are short and the terrain is flat,” said Miguel.

Tristan offered a more complex view shaped by technical and vendor challenges:

“We preheat buses while plugged in to reduce battery drain. But we’re still building the infrastructure — and we have to be flexible every day.”

Advice from the Field

At the end of the session, we asked each panelist: what’s the one piece of advice you’d give to public transportation providers looking to strengthen their real-time operations?

Marek: “Good communication and good data. Even if it doesn’t solve everything in the moment, it gives you something solid to build on.”

Miguel: “Do the basics well. If you start there, everything else will follow.”

Tristan: “Remember why we’re here. It’s about the passengers. You might end the day feeling successful, but they might have had a terrible experience. Don’t lose sight of their reality.”

Final Thoughts: The Tools Are Evolving, but the Mission Remains the Same

This webinar reminded us that strong real-time operations are about more than the right technology — they’re about purpose, people, and consistency. What emerged wasn’t just a list of tactics, but a shared mindset:

Strong real-time operations depend on:

• Clear, trusted, two-way communication
• Integrated, accessible, and actionable data
• Systems that support and empower staff
• A relentless focus on the passenger experience

As we continue to innovate at Optibus, it's clear that technology is most powerful when it connects people, data, and decision-making in real time.

What matters is how we use technology to serve real people — our riders, our teams, and our cities.

A New Era of Real-Time Control: Introducing Optibus Control

Just days after this webinar, Optibus launched Control, our new real-time operations solution that completes the end-to-end Optibus platform. Control equips public transportation providers with live fleet monitoring, smart incident response, real-time driver communication, compliance tracking, and passenger alerts — all in a single, cloud-native system.

By connecting planning, scheduling, and live service delivery, Control helps operators respond faster, improve reliability, and deliver better service — in real time.

➡️ Read the full announcement: Optibus Expands End-to-End Platform with Real-Time Control for Public Transportation

Let’s keep making public transportation better. Together.