Leading Your Agency Through a Software Change
.png)
Switching transit software changes more than the system. Dispatchers, reservationists, and drivers have to rethink parts of their jobs, and riders have to get comfortable with new ways to book and pay. The platform is only part of the work, the rest is helping people adjust.
That’s what leaders from COTA, MBTA, and CATS talked about in our October 21, 2026 webinar, Leading Your Agency Through a Transit Software Change. They shared how they got their staff and riders ready, and Spare’s implementation team added what it looks like from the other side.
This guide covers that conversation, with direct quotes from the speakers. You’ll find practical ideas for preparing staff, reviewing workflows and data, planning your rollout, and supporting riders. At the end, you’ll find questions to work through with your team as you plan your own transition.
“Once we unified dedicated vehicles and TNCs on a single platform, the experience changed immediately for riders. They could see their trip in real time, understand their fare, and know what to expect. From a staff perspective, it eliminated confusion and allowed us to focus on service instead of troubleshooting.”
