HISD Transportation Services is conducting a review of its operations to identify ways to improve service for students who take the bus to and from school daily.

The review comes in response to challenges the department has faced this year, including staffing and bus shortages, an aging bus fleet and limited replacement budget, and the need to create new routes for students and schools displaced by Hurricane Harvey.

These issues have made it difficult for the department to run at an optimal level and have led to service delays and disruptions. 

“Parents are frustrated. Principals are frustrated. I understand. I am frustrated, too,” Transportation Services General Manager Tim Brown said. “Our students depend on us to provide safe and reliable transportation every day. Clearly, we have not done our best. But I pledge that will change, and we will do better — much better.”

Facing pressing needs on several fronts, the department is working to identify lasting solutions that can be implemented swiftly. That includes development of a strategic plan to address areas like recruitment and retention of bus drivers and implementation of new programs that will allow for improved tracking of HISD buses and routes, Brown said.

The department also created a new Customer Care Team tasked with addressing transportation-related questions and concerns and notifying principals and parents when route changes and delays occur. The team is available 24 hours a day, seven days a week.

Additionally, the department is conducting an ongoing review to continually look for ways to improve the service provided to students.

“The role of Transportation Services is critical in our mission to educate students every day, and we take that responsibility seriously,” Brown said. “Our students deserve nothing less than the best, and we are striving every day to meet that goal.”

If you have you have transportation-related questions or concerns, contact Customer Care at 713-556-9400, and select option 3 for transportation.