Dear Care Transit Families and District Partners,

We are committed to being transparent about the recent software transition, the challenges it caused, and the concrete steps we’re taking to ensure lasting stability.

📍 Where We Are Now

We have transitioned back to our proven routing and dispatch system with our previous vendor to ensure consistent service while the new vendor’s platform is corrected.

🖥️ Why We Made the Change This Year

Earlier this year, we implemented an advanced AI-based routing platform from the new vendor with the goal of improving route efficiency, user experience, and operational insight. The system was designed to:

• Analyze passenger demand, traffic conditions, and geography in real time
• Evaluate driver availability and performance metrics
• Dynamically optimize routes based on historical and predictive data

We selected a highly trusted and globally established vendor through a rigorous third-party risk management process. This vendor supports over 100,000 vehicles across 15 countries, managing more than 1.3 billion routed trips. Based on their proven track record and broad industry use, we believed this transition would be a significant step forward for our districts and families.

📝 What We’ve Learned So Far

The database corruption event we experienced resulted in backend data misalignments, including fleet capacity errors, discrepancies in student records, and incomplete or incorrect school bell time information. These issues impacted scheduling and routing accuracy.

🔧 What We’re Still Working On

We are restoring all features and integrations—including real-time updates—within the new vendor’s system. The team is correcting all data, validating configurations, and re-performing our full-scale simulations to confirm the recent corrections and configuration updates.

🤝 Vendor Accountability

The new vendor has acknowledged their role in these disruptions and is actively working with us to correct the underlying issues. We are reinforcing safeguards so this never happens again, including enhanced data validation and redundancy checks.

🚀 Next Steps

By this weekend, all corrected data will be re-entered into the new vendor’s system. We will then run full system-wide simulations under real-world conditions to validate the recent corrections and configuration updates. These tests go beyond our original pre-launch validations, adding additional focus on confirming that the identified issues have been fully resolved. If the platform meets our high reliability standards, we will reintroduce it in carefully planned stages—without any disruption to service for families or districts.

💙 Our Ongoing Commitment to You

We are committed to:

• Transparency – You will always know where we stand and why decisions are made.
• Reliability – Every student’s ride matters, every single day.
• Continuous Improvement – We are strengthening systems, processes, and safeguards for the long term.

If you have questions or need assistance, please reach out anytime. Your confidence in us is our highest priority, and we are committed to earning and keeping it.

Thank you for your patience, trust, and partnership.