Transit Resources

The bond between agency and ITS vendor should last long after the sale. By Matt Schroeder Director of Marketing, ETAs What makes for a good partnership when it comes to vendor selection? I mean, you’re spending hundreds of thousands—maybe millions—of dollars on a new intelligent transit system. You have sales reps from at least a half dozen vendors whispering in your ear about what you should do, what you shouldn’t do, which competing vendor has a poor reputation for service, which provider has unreliable hardware … in the end, it’s a lot of noise that you have to sift through. What benchmarks and criteria do you set for your selection? Now, before we go too far into the woods on this topic, let’s get a few things out of the way first: Every vendor says they excel at customer service. Every vendor says they have next generation technology. Every vendor says they’ll have your back; that they’re in this for the relationship, not the sale. Every vendor says those things—and so does ETA for that matter. We mean it, and I have no doubt our competition means it as well. But in the end, all those promises, all those claims, merely add up to background noise easily forgotten among pages of technical details and product offerings. In the end, you know what agencies most often cite as the deciding factor? Price. And that’s a shame, because there are some truly substantive differences between transit technology providers; differences which can make for a ho-hum addition to your operations, and life-changing, supercharged ‘holy crap can life get any better than this’ miracles. We know this, because it’s our job to research our competition and know their systems and capabilities, just as well as they do. If you’re selecting on price, it’s because you haven’t really done your homework—or your prospective vendors haven’t done an adequate job differentiating their solution from the competition. Either way, both outcomes do a disservice to you and your aspirations for this new technology you’re pursuing. In the spirit of both irony and complete candor, there’s a reason why vendors hype customer service, technology, and relationships as the key differentiators. They’re the areas where you’re going to feel the impact of your ITS purchase the most. So how do you select the right vendor?  Step 1: Define your expectation for an ideal vendor partnership Before you really dive into the technical requirements, sit down with your key stakeholders and map out the qualities you want in a potential vendor. No, we’re not talking about the features of the system, but in the staff, culture, and approach to the personal side of business. You define the criteria for how you judge the people you’ll be working with, because in most cases, you’ll be stuck with them for the next 3-5 years. Do they listen to you when you speak, or are they simply waiting to make the next pitch? Do they follow up your messages and questions in a timely fashion, or do you have to chase them down for answers? Do they possess an eye for detail, or do they need reminding of key situational needs? Do you feel a personal rapport with them and look forward to conversations, or do you cringe whenever answering a call or sitting through another webinar? Whatever criteria you’re looking for in a partnership, start with the personal side. If you’re not comfortable in the short run, it’s not going to get any better one, two, or three years down the road. Step 2: Does their reputation live up with their references? References are a tricky thing. When I hire new staff, I seldom ask for references because I know they individuals they provide are certain to give glowing reviews. It’s not rocket science, so don’t take a glowing recommendation from a vendor-provided resource at face value. Instead, see if you can get a full list of their customers—especially those clients who either have long-term relationships with the vendor (customers longer than 5 years), or those who no longer use the vendor. You’ll get the straight scoop from those references. Step 3: Collaboration or dictation? How much effort does a potential vendor put into truly understanding your agency’s situation. Do they ask exploratory questions designed to uncover truth, or leading questions designed to steer you down a specific path? Is the exchange of ideas two-sided? Does the vendor tell you what you need, or do they listen before offering up suggestion and recommendations to better identify all possible solutions? Collaboration is a good method to understand the nature of a future working relationship. Ideally any interaction should be positive, open, and honest; you should walk away feeling energized and optimistic about the future of the procurement. Step 4: Warning signs. There’s a reason why in step 1 we recommended setting expectations. A vendor that fails to meet your non-technology criteria isn’t likely to be a long-term ally when it comes to diving deep into technical application. Look closely at the issues that just don’t align with your expectations for a vendor relationship.When you get into the technology, be sure to ask real questions; hard questions; situational questions. If you’ve done your research, push for answers to any concerns about their reputation and the reliability of their product. See if they give you the straight scoop, or if they try an evade providing a clean reply. Step 6: System offerings. Examine their solution carefully and make sure that the features and capabilities serve to directly address the challenges your agency is looking to solve? Is their system too high-powered? Under-powered? Do you find yourself reassessing and compromising beyond your comfort level? What level of control does their solution provide—can you self-manage most aspects of system performance, or do you have to rely on them for changes you’d rather handle yourself? Short of having unrealistic expectations (e.g. cost vs. features), be sure to take note of how far you’re moving off your desired solution while researching systems. Don’t place all your hopes on personality or bottom-line cost; ultimately, it’s your job and reputation on the line, so make a sound investment based on real issues and solutions. Make the wise call and hold out for the items that really matter. Step 5: Intangibles. These are hard to detail because they vary from client to client. It’s a good thing you set your expectations early on because the intangibles a vendor provides, whether it be personality or responsiveness or product knowledge, will become more apparent as your exploration into your ITS solution advances.Many people like to state that it was logic, reasoning, and research that resulted in a decision, but that’s never 100 percent true. Emotion, or a gut instinct, is often the deciding factor. On paper two technology solutions may line up favorably, but in the end, it will be the intangibles that help you feel confident in your selection. Final thoughts Relationships are the key to any successful endeavor. You must trust the people you work with, and you need feel respected, valued, and part of the solution. Selecting a low-price vendor because of the cost is a terrible way to decide, and more times than not, it’s a choice that leads to greater stress and disappointment. Not necessarily because the technology was inferior, but because the alignment of personality, service, and technology didn’t perfectly align. Make choices based on all available information and with an eye toward the future, because it’s that long-term relationship based on trust and mutual respect that will ultimately deliver results.

Boca Raton, Florida May 19, 2026 –Island Transit has selected ETA as its automated passenger counting (APC) partner, awarding a five-year contract in April 2026. Installation across the agency's 54-vehicle fleet is scheduled to begin in early June.

Stony Brook University has partnered with ETA to modernize its bustling campus shuttle network with CAD/AVL real-time tracking, automated passenger counters, and enhanced rider communication—all while preserving valuable infrastructure investments.

For many transit agencies, onboard screens are a standard part of the rider experience. From next-stop information, route maps, and the occasional service alert, they display the info that reminds riders they are being taken care of. As someone relatively new to the transit technology space, I believe these screens have the potential to do much more as our tech continues to evolve. When paired with the right technology foundation, onboard infotainment can become a powerful operational and communication tool— one that improves service delivery, reduces operator workload, and creates measurable value for agencies.

In this episode of Stop Requested, hosts Levi McCollum and Christian Londono speak with Megan Perrero, Editor-in-Chief at Mass Transit Magazine, about her unique journey from transit-dependent Chicago resident to leading voice in transit journalism. Megan shares how her decade of car-free living in Chicago shaped her perspective on transit coverage and her path from yearbook enthusiast to B2B journalism expert. Learn about her time at the Shared-Use Mobility Center and how transparency and storytelling shape public perception of transit systems. The conversation explores Mass Transit Magazine's role as a trusted industry resource, the balance between technical coverage and accessibility, and emerging trends like transit-oriented development and alternative fuels. Megan discusses the magazine's flagship 40 Under 40 program and offers advice for emerging journalists about approaching stories with curiosity and avoiding premature conclusions. This episode reveals how thoughtful storytelling can drive positive change and community buy-in for transit systems nationwide.

Boca Raton, FL – June 22, 2023 — ETA is pleased to announce that the City of Manteca, California, has selected its SPOT™ CAD/AVL system to improve operational efficiencies and to enhance the rider experience with real-time arrival predictions through mobile and web applications. The SPOT™ ITS provides essential information to both sides of Manteca’s travel equation. For passengers, its public facing website and smartphone app delivers accurate real-time information, GTFS real-time service alerts, and trip planning utilities. For Manteca’s transit operations, it provides cloud-based dispatch and planning software, on-board announcements, automatic passenger counters (APCs), and data visualization dashboards. The onboard Wi-Fi is another improvement that is sure to please Coral Gables trolley passengers. They will enjoy reliable, high-speed Internet connections without having to tap into their personal data plans in order to work or entertain themselves during their travel. “"The SPOT™ system is ideal to achieve the City of Manteca's objective to enhance the accessibility and distribution of transit data," ETA Project Manager Joshua Adler comments. "The system’s ability to automatically present reports about on-time performance, ridership, passenger miles, among other things, will profoundly boost the efficacy of the City's transit operations." Nelson Gonzalez, Assistant Innovation & Technology Director at the City of Coral Gables says, “We have been leveraging ETA's technology solutions since 2016. Throughout our partnership, ETA has consistently exceeded expectations and fulfilled their promises. Their product showcases top-notch equipment reliability, comprehensive software features, and exceptional customer service. Even when faced with a challenging deadline, ETA's professionalism and competence shone through as they successfully implemented the project within the given timeframe. Awarded in October of 2022, the system was installed within 8 weeks. "Working with ETAs has been a pleasure. After a challenging experience with a previous project, their professional implementation and exceptional customer service have exceeded our expectations. ETA has delivered on their promises and provided us with a reliable and accurate CAD/AVL system. We highly recommend ETA for anyone seeking a dedicated transit system partner." says Juan Portillo of the City of Manteca." Facebook: @ETATransit Twitter: @ETATransit LinkedIn: linkedin.com/company/etatransit #ETATransit  #MeetSPOT  #Manteca About ETA ETA specializes in CAD/AVL transit technology to include: automatic passenger counting (APC), GTFS and GTFS-RT, traveler information systems, and digital display systems, for public transit agencies and other shuttle operations across the United States. For more information, visit etatransit.com, email sales@etatransit.com, or call (800) 382-0917.

David Carr, Director of Zero Emissions Bus Programs at CapMetro, shares how Austin’s transit agency is driving toward a fully zero-emission fleet. Hear about the rollout of battery-electric buses, the groundbreaking solar-powered charging infrastructure, and the real-world challenges of electrifying public transit-from workforce training to integrating new technologies. Get an inside look at one of the nation’s most ambitious sustainable transit transformations and what it means for the future of Austin’s mobility.

You know that shiny new Intelligent Transit System (ITS) your agency just invested hundreds of thousands of dollars to deploy? Well, odds are, you’ve only scratched the surface of one the most powerful and impactful features—its digital communication capabilities. We're talking automatic voice announcements, automatic stop announcements, and passenger information display system—the whole shebang. Digital communications, in its simplest terms, is the means of quickly transferring data from one place to another though the use of a technological medium—cellular, Wi-Fi, networking, hard drive, etc. When an agency upgrades to a CAD/AVL system, it does so with the aim of collecting the data regarding vehicle speed and location and transmitting it to centralized source such as a web server, which then applies an algorithm that calculates the arrival time of the vehicle in relation to its next stop. This information is then automatically transferred to the agency and the rider via a communication platform such as a website or smartphone application. Voila! The agency has just communicated digitally. But what else can one do with this information beyond simple transfer and calculation of arrival times? As it turns out, a lot more can be done. An effective digital communication strategy using key features such as automatic voice announcements, automatic stop announcements and a passenger information display system can leverage your Intelligent Transit System (ITS) to impact the entirety of an agency’s operations, including: Streamline operations: A properly equipped ITS includes the capabilities to automatically transmit updated information to any number of connected sources, ranging from the agency website, social media pages, station signage, and more. Reduce error: Rather than individually update the many communication platforms an agency might use to inform its riders, drivers, and employees, use ITS to automatically transmit the same information to all desired systems. This ensures that all affected parties have access to the same information and eliminates input errors. This includes riders, who would greatly benefit from digital communication features like automatic voice announcements and automatic stop announcements. Engage riders with rich content: Perhaps the most interesting application of digital communication is the ability to leverage the passenger information display system as a means of generating additional revenue and entertain passengers. Generate playlists with local advertisements, points-of-interest, weather reports, system updates, and more. This content can be triggered by any number of events, ranging from simple triggers such as arriving at a stop, to more specific instances like a specific GPS coordinate or time of day. Content via the passenger information display system is a great way to keep passengers informed and offers the opportunity to realize a new revenue stream. But are digital communication capabilities critical to an agency’s operations? As it turns out, yes. Per a 2016 survey conducted by ETAs, only half of transit agencies incorporate a digital platform—such as a mobile website or smartphone app—as part of their rider communication strategy[1]. A related survey indicated that only 15.79% of riders utilized traditional means, such as printed schedules or station signage, to inform their travel itinerary[2]. Further bolstering these observations is a 2015 Pew Research Center study that revealed that 68% of all adults in the United States currently use a smartphone—up from 35% in 2011[3]. What those statistics reveal is that there is a rapid, widespread adoption of technology among the population. When one considers that 83.5% of surveyed agencies utilize paper schedules as a component of their rider communication efforts1 yet only 10.53% of riders utilize printed schedules,2 it becomes apparent that there exists a significant disconnect between the way agencies are communicating critical rider information, and the methods by which passengers prefer to receive this data. The means of accessing and assimilating information through technology is changing quickly, and transit agencies are at the risk of falling behind and alienating potential customers. Digital communication capabilities — in the form of automatic voice announcements, automatic stop announcements and passenger information display system to name a few — provides transit operators with a means to bridge that gap and re-connect with passengers by providing a wealth of informational, educational, and entertainment content that will help improve customer satisfaction, improve operational performance, and boost the ever important bottom line. [1] ETAs Agency Survey, 2016 [2] ETA Rider Attitude Survey, 2016 [3] Pew Research Center, 2015

<div class="flex max-w-full flex-col flex-grow"> <div class="min-h-8 text-message flex w-full flex-col items-end gap-2 whitespace-normal break-words [.text-message+&]:mt-5" dir="auto" data-message-author-role="assistant" data-message-id="135d1719-0308-4620-9689-eb1df7c22036" data-message-model-slug="gpt-4o"> <div class="flex w-full flex-col gap-1 empty:hidden first:pt-[3px]"> <div class="markdown prose w-full break-words dark:prose-invert light"> In this heartfelt episode of <em>Stop Requested</em>, Christian and Levi reflect on the life and legacy of Clinton B. Forbes, marking one year since his passing. They share personal memories of working with Clinton, recalling his charisma, dedication to customer service, and transformative leadership in public transit. From his ambitious projects like the Route Performance Maximization plan to his commitment to community service through United Way, Clinton’s impact was profound. Join them in honoring his contributions to transit and the invaluable lessons he imparted to those who had the privilege of knowing him. </div> </div> </div> </div>

Boca Raton, Florida May 19, 2026 – Pee Dee Regional Transportation Authority (PDRTA) has expanded its partnership with ETA with an APC deployment, building on a relationship that began with ETA's CAD/AVL implementation and a successful 10-vehicle APC pilot program.

Introduction All-in-one tablets are unreliable and unsuitable for public transit applications. Instead, transit agencies must consider investing in transit-grade computers to record and display mission-critical information. Functioning onboard digital devices are essential to: improve operating efficiencies. automate NTD data collection. and enhance the rider experience. Though consumer-grade tablets and all-in-one Mobile Data Terminals (MDTs) with built-in touchscreen displays have become popular choices for transit agencies, these devices are not durable enough for harsh transit environments. In fact, 8 out of 10 transit agencies interviewed in 2023 have cited unreliable hardware as their primary challenge. Malfunctioning hardware is unacceptable for modern transit systems. In this blog, we will explore the reasons why tablets do not work for transit applications and discuss the advantages of using transit-grade computers with separate touchscreen MDTs. Consumer-grade tablets and all-in-one computers are designed for everyday use, but they fall short in the demanding conditions of transit environments. There are a few key reasons for this: Unreliable: Consumer-grade devices are not built to withstand the continuous vibrations, extreme temperatures, and harsh conditions common in public transportation systems. Over time, these factors lead to system failures and downtime. Consequently, agencies grow extremely frustrated with missed onboard announcements, loss of APC data, inaccurate NTD reporting data, and irritated riders due to incorrect bus arrival predictions. Unprotected: Transit agencies need to ensure the security of their systems and data. All-in-one solutions that combine processing and the touchscreen display are installed in exposed locations since the bus operator needs to interact with the system. This placement is more susceptible to theft and tampering, causing decreased system reliability and increased service disruptions. Upkeep: When these all-in-one devices fail during revenue service, it is inconvenient, time-consuming, and costly for transit agencies to manage. In this era of staffing shortages, transit agencies cannot afford to spend their time troubleshooting malfunctioning equipment as essential as MDTs. The Benefits of transit-grade computers with separate touch screen devices To address these challenges, transit agencies should consider using transit-grade computers with separate MDTs that do not have any processing responsibilities or complex operating systems. This design offers several advantages: Durability: Transit-grade computers are specifically designed to withstand the harsh conditions of transit environments. They are built with dependable connectors and housed in protective enclosures, ensuring reliability and longevity. Simple, functionally limited MDTs provide the bus operator with an intuitive driver interface and touch screen to interact with the system but do not impact bus operation or data collection. Security: By separating the touch screen display from the computer, a "dumb" terminal eliminates the risk of system failure or theft affecting the entire system. If the touch screen is damaged or stolen, the system can continue to operate without disruption. Simplified Maintenance: With a "dumb" terminal, updates and maintenance are managed centrally, reducing the burden on transit agencies and ensuring consistent performance across all devices. Cost-effectiveness: While the initial investment in transit-grade computers and touch screen MDTs may be higher than consumer-grade devices, the long-term benefits of reduced maintenance, increased reliability, and improved security make them a more cost-effective solution. Conclusion As transit agencies continue to embrace technology to enhance their operations, it is crucial to select devices that can withstand the harsh environments they will encounter. Consumer-grade tablets and all-in-one computers may seem like an appealing choice, but they are ultimately unsuitable for the demands of public transportation systems. Eventually, the bargain all-in-one solution will cost the transit agency unexpected time and money. By investing in transit-grade computers and touch screen MDTs, transit agencies can ensure the reliability, security, and longevity of their systems, ultimately providing a better experience for both operators and passengers.

Binghamton University has partnered with ETA for over a decade to support its uniquely student-run transit system with CAD/AVL, automated passenger counters, and campus ID card integration.