Start of School Transportation & Bus App Update

Prince George’s County Public Schools (PGCPS) recognizes that some families experienced significant transportation challenges during the opening of school. We understand that families depend on us to transport their children safely and reliably, and we apologize to those whose service did not meet that standard.

PGCPS operates a fleet of more than 1,100 buses serving students across a large and complex school system. This year, PGCPS transitioned to Chipmunk, a new transportation routing and family information platform. The transition is designed to strengthen our transportation system over time, but the first day revealed problems that require immediate attention.

We are working with our transportation team and technology partners to address these issues as quickly as possible. Below are answers to questions families may have.

Transportation Frequently Asked Questions

1. What happened with PGCPS transportation on the first day of school?

Several issues affected transportation service.

The Chipmunk bus app experienced a technical failure during the morning transportation period. The system was restored and operational by midday.

At the same time, our transportation operation was managing a backlog of students who needed to be routed or whose routes required adjustments. The transition to a new routing platform also created a learning curve as staff became familiar with new processes and technology.

These issues contributed to delays and, in some cases, incomplete or incorrect routing information.

2. Was there a systemwide failure of the bus system?

No. The majority of our more than 1,100 buses operated and transported students to and from school. However, some routes experienced significant delays, and we recognize that this created serious challenges for the families and students affected.

For those families, the fact that most buses operated successfully does not lessen the disruption they experienced. Our responsibility is to improve service for every student.

3. How late were some buses?

Some buses experienced delays of more than 45 minutes. Students in some specialty programs also experienced unusually long rides, including rides approaching two hours.

We recognize that these travel times are unacceptable as a long term condition. Our transportation team is reviewing routes and working to improve routing efficiency as the system stabilizes.

4. What happened at Dora Kennedy French Immersion?

PGCPS identified a routing error affecting some students at Dora Kennedy French Immersion. Some students received afternoon transportation assignments without corresponding morning routes. We acknowledge that this was an error. The transportation team is prioritizing corrections for the affected students and communicating with school leadership and families.

5. Why did PGCPS transition to Chipmunk?

PGCPS transitioned to Chipmunk as part of our effort to modernize transportation operations, improve routing capabilities, and provide families with better access to information about their children’s transportation.

Implementing a new system of this scale requires the migration and management of thousands of student records, routes, stops, and transportation assignments. We expected an adjustment period, but some of the problems experienced during opening day exceeded what families should reasonably expect.

We are working with our technology partner to stabilize the system and address these concerns.

6. Is Chipmunk working now?

The technical issue that caused the morning disruption was resolved, and the system resumed operation by midday.

Our work is not finished, however. Restoring the technology does not immediately eliminate the routing backlog. Transportation staff continue to process students who need routes, make corrections, and improve existing routes.

7. Why are some students still waiting for bus assignments?

The transportation office experienced a significant influx of routing needs as the school year began. Combined with the transition to a new system, this created a backlog.

PGCPS has expanded the capacity of the team processing routes. We are working through outstanding requests as quickly as possible, while ensuring that routes are created safely and accurately.

We want families to understand that some corrections will take time. We will continue communicating about our progress rather than leaving families uncertain about the status of transportation.

8. What should families do while they are waiting for a permanent route?

PGCPS will work directly with affected families and schools to identify available transportation options while permanent routing is completed.

When appropriate, families may be directed to an existing nearby bus stop or route that can serve their child temporarily. For specialty programs, this may require families to travel farther to access an existing route.

Principals will work with the transportation team to ensure affected students have appropriate authorization to ride an identified bus until their permanent transportation assignment is completed.

Families should not place a student on an alternate bus without receiving authorization from the school or transportation team.

9. What should families expect during the first several days of school?

Families should anticipate that some transportation delays and route adjustments may continue as enrollment stabilizes and outstanding routing requests are processed.

Our goal is not simply to ask families to accept delays. Our goal is to reduce them each day.

Transportation staff will be monitoring routes, identifying recurring problems, adjusting schedules where necessary, and prioritizing students who do not yet have complete transportation assignments.

10. What is PGCPS doing about students experiencing extremely long rides?

Routes with excessive travel times, particularly those serving specialty programs, will be reviewed for opportunities to improve efficiency.

Specialty programs present additional routing complexity because students may travel considerably farther than students attending neighborhood schools. Even with that complexity, we are committed to identifying opportunities to reduce excessive travel times while maintaining safe transportation.

11. How can families get the most current information about their child’s bus?

Families are strongly encouraged to register for and use Chipmunk. As the system stabilizes, it will provide families with important transportation information, including assigned routes and anticipated arrival information.

PGCPS will also continue communicating through schools and district channels as significant updates become available.

12. What is PGCPS doing to resolve the backlog?

PGCPS is:

• Expanding staff capacity to process outstanding routing needs.

• Prioritizing students who do not have complete transportation assignments.

• Correcting identified routing errors.

• Reviewing routes experiencing excessive delays or travel times.

• Working directly with our technology and routing partners to address system issues.

• Coordinating with principals to develop temporary transportation solutions for affected students.

• Communicating directly with families whose transportation assignments require correction.

• Monitoring performance daily as routes stabilize.

13. When will all of the transportation problems be resolved?

We do not want to give families a deadline that we cannot confidently meet. The transportation team is working through the backlog as quickly as possible, and we expect conditions to improve as routes are corrected and ridership stabilizes.

We will provide regular updates on our progress and will be transparent about issues that remain unresolved.

14. Will PGCPS provide another public update?

Yes. PGCPS plans to hold a family webinar next week to provide an update on transportation operations, the Chipmunk transition, routing progress, and frequently asked questions from families.

Additional information about the webinar will be shared with families.

15. What is PGCPS saying to families who were affected?

We are sorry. We know that transportation is about more than buses and routes. Behind every route is a child, and behind every child is a family trusting us to get that child to school and home safely.

For families whose children waited too long, experienced an unusually long ride, received incomplete information, or did not have the transportation experience they deserved, we recognize the frustration and disruption this caused.

For parents with questions about their bus stop location, bus stop change request or ride time concerns, they are encouraged to submit these issues through the Transportation Resolution System (TRS).

For parents seeking an estimated time of arrival, they can refer to the Chipmunk app or call 301-952-6570 Monday–Friday, 6:00 a.m. – 6:00 p.m. and hold the line until they can be served.

Our commitment is straightforward: identify the problems, communicate openly about them, fix what went wrong, and improve each day.

Our families deserve both transparency and reliable service. We intend to provide both.