Making transit tech adoption easier for your team

Why tech rollouts feel so hard—and how to fix it

Rolling out new transit technology is high stakes.

Even if a system looks great on paper, it can fall apart in practice if it doesn’t work with how your agency actually operates, especially in complex environments like paratransit and microtransit.

For years, transit software was built in a vacuum—designed without much input from the people who’d actually use it. That left teams stuck with rigid tools, forced to adapt their operations instead of using tech that fit their needs.

But what if agencies had a seat at the table—not just during procurement, but throughout the development process?

That’s where a hands-on, collaborative approach comes in. Instead of handing over the software and hoping for the best, it’s about showing up, solving problems in real time, and supporting your team every step of the way.

“It’s really important to recognize that this isn’t just a technology project—it’s an organizational change. And that means managing the transition carefully so that everyone is on board.” — Chad Ballentine, Transformation Executive at Spare

In this blog, we’ll break down what makes a rollout succeed (or fail), and share what your agency can do to reduce friction, speed up adoption, and make sure new tech works for your team—from day one.

The biggest challenges in transit tech rollouts (and why they happen)

1. Staff pushback: “Why are we changing what’s already working?”

Dispatchers, drivers, and schedulers are used to their current workflows—even if they’re inefficient.

If a system feels clunky, complicated, or unnecessary, people won’t use it (or worse, they’ll find workarounds that undo any potential benefits). That’s why intuitive, role-based tools like Spare’s Driver App and Rider App are designed with frontline staff in mind.
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2. IT bottlenecks: “We don’t have time for this.”

Many transit agencies have small IT teams that can’t dedicate weeks to a complicated setup.

If software requires manual updates or tons of training, it slows everything down.

"Software should make agencies more efficient, not add another burden on IT teams." – Joel DeYoung, VP of Software Development at Spare

3. Operational hiccups: “We can’t afford service disruptions.”

If software isn’t properly configured before launch, it causes trip assignment issues, longer wait times, and dispatcher confusion.

When riders start complaining, the pressure is on to go back to old ways of doing things—which defeats the purpose of the upgrade, especially when agencies are managing multiple service types, like commingled microtransit and paratransit.

“We’ve seen agencies struggle with legacy systems where dispatchers are manually juggling trip assignments that don’t reflect real-time conditions. That’s what we’re working to solve with Spare.” – Nick Milum, Product Manager at Spare

Is your agency at risk of a bumpy rollout?‍

If you’re dealing with any of the following, you’re not alone:

• Dispatchers still rely on workarounds to make the system work
• IT teams are stretched too thin to support implementation
• You’ve had past rollouts that felt rushed or disconnected from daily operations
• Frontline staff are hesitant to adopt new tools

The good news? These aren’t signs of failure—they’re signs that a different implementation approach is needed.

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How to make implementation smoother (and actually get people on board)

New software should work with your operations, not disrupt them. The key is supporting staff every step of the way—before, during, and after launch.

Here’s what makes the difference:

✅ Hands-on support before launch

Spare’s team works side-by-side with agencies to catch and fix issues before they become actual problems.

• At Winnipeg Transit, a trip configuration issue was caught and fixed before launch, preventing what could have been a huge first-day headache.
• CapMetro phased in their rollout, launching Eligibility first, then reservations, then operations—making sure each step was fully adopted before moving forward.

Hear more about how CapMetro phased their rollout in a way that reduced risk and kept everyone aligned. Spare’s Chad Ballentine breaks down what made the transition smoother.

Old way vs. better way: How tech rollouts are evolving

There’s a big difference between dropping software into someone’s hands and building it with them. At Spare, we work closely with agencies to fix problems fast, tailor the rollout to how you actually operate, and make sure the tools evolve with your needs—not the other way around.

Here’s how that compares to the legacy approach:

• “Install and walk away” → On-site, real-time support during launch
• Top-down change → Frontline teams involved from day one
• Static features → Iterative development based on real usage
• Delayed updates → Continuous improvements without disruption

Want a peek behind the curtain at how Spare ships updates? Joel DeYoung, our VP of Software Development, explains how continuous updates help agencies stay responsive—without waiting months for fixes.

✅ Involving end-users early

Let dispatchers, drivers, and schedulers test the system before launch. The earlier they’re involved, the more invested they’ll be in making it work.

✅ Focused, practical training

Training should be easy to follow and tailored to daily tasks—not just a general system overview. Instead of overwhelming staff with every possible feature, focus on what they need to know first.

✅ A clear support system

Make sure there’s a dedicated place for staff to ask questions and get help—whether that’s a Slack channel, email, or scheduled check-ins. A strong feedback loop makes sure that issues get fixed quickly—instead of dragging out for weeks.

Technology should feel like an upgrade, not an obstacle.

A bad rollout kills momentum and makes staff hesitant to adopt any future technology. A good rollout? It gets people excited about better tools that make their jobs easier.

By prioritizing hands-on support, real-time collaboration, and smart change management, agencies can:

✅ Increase adoption rates (without forcing it)
✅ Minimize operational disruptions (so service runs smoothly)
✅ Ensure staff feel confident using new tools (instead of resisting them)

Instead of forcing agencies to fit into rigid software, a frictionless implementation approach meets agencies where they are—making new tech work for them, not against them.

Planning a tech upgrade? Don’t go it alone.

‍Get a behind-the-scenes look at how Spare co-creates with agencies during implementation—from on-site support to real-time problem-solving.

👉 Want to see how this works in action? Watch the webinar for a behind-the-scenes look at how Spare teams up with agencies to make tech adoption smoother—from real-time support to co-creation on the ground.