Ketchikan’s The Bus improves staff and rider communication with Swiftly

Ketchikan’s transit system, known as The Bus, set out to modernize how its team operates day to day and how it keeps riders informed—especially critical in a small, remote Alaskan community where service disruptions like landslides can happen with little warning. Partnering with Swiftly, a transit data platform, helped the agency make progress on both fronts.

The Bus at a Glance

• Service area: Ketchikan, AK
• Fleet size: 12 buses
• Ridership: 453,000 annual passenger trips

Goal 1: Provide a Streamlined, Resilient Operational System to the Team

Ketchikan wanted its staff to have a modern, dependable system for managing daily and emergency operations. Using Swiftly’s Live Operations, Service Adjustments, and Onboard App products, the agency achieved:

• 4.4k service adjustments communicated in March 2025, mostly in response to a landslide
• Real-time vehicle assignment and location visibility for staff during daily and emergency operations
• Modern navigation and schedule adherence information for operators via the tablet-based Onboard App

As Stephanie Bushong, Deputy Director, explained:

“We rely on Service Adjustments almost daily. Whether we’re implementing major detours or temporarily suspending service to certain areas, this tool allows us to clearly communicate with the public—not just that a stop is closed, but exactly where the bus is going.”

Vanessa Gossman, Operations Supervisor, added:

“We use Onboard App so frequently that it’s become a bit of an inside joke. When a driver asks, ‘Am I supposed to do this?’—the answer is always the same: ‘Just follow the tablet.’”

Goal 2: Bring High-Quality, Accurate Real-Time Data to Riders

The second goal was to give riders—including many first-time transit users among Ketchikan’s visitors—reliable, real-time information. Using Swiftly’s Real-Time Passenger Predictions, Service Adjustments, and Rider Alerts products, The Bus saw:

• 10% more real-time data captured
• Fewer “Where’s my bus?” calls
• Increased ridership from both local residents and visitors
• Reliable service maintained even after emergencies

Kyan Reeve, Transit Director, shared:

“The communication aspect has been exceptional. Many visitors may have never used public transit before, so providing them with access to information through platforms like Google Maps or the Transit app, tools they’re already familiar with, is absolutely essential. This is how we effectively serve the public, and this is how we ensure consistency in doing so.”

The Takeaway

For a small transit agency serving a community prone to sudden disruptions, having a resilient operational system and clear, real-time rider communication aren’t just nice-to-haves—they’re essential to keeping both staff and passengers informed when it matters most.

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