SASKATOON TRANSIT’S CUL TURAL SHIFT: GETTING STAFF BUY-IN TO ADOPT NEW TECHNOLOGY Saskatoon Transit Background: At the time of Saskatoon’s initial investment in ITS to manage real-time oper- ations, they significantly improved operational visibility for dispatch and customer service staff. But as ITS systems evolved, it became clear to Saskatoon staff what was missing from their initial platform: proactive dispatch tools that allowed them to quickly visualize, internalize, and react to service disruptions, while providing Saskatoon Customer Service staff with real- time tools that could immediately help transit customers. Challenges: A common occurrence at Saska- toon Transit used to look like this: a passenger expected bus 898 to arrive at 10:05 at stop 8111. When they arriv

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