Wake schools to centralize bus service

September 24, 2012 4:24:02 AM PDT
The Wake County Public School System said Monday that it's setting up a centralized customer service center to handle complaints and questions from parents about school buses.

The move comes after a rocky start to the school year for the district's transportation department. The district has received thousands of complaints about late buses and buses that never arrive.

Earlier this month, school officials said due to money concerns, the district attempted to put 48 fewer buses on the road this school year, despite anticipating needing more buses because of growth.

The debacle led to the resignation of Chief Facilities and Operations Officer Don Haydon. But some, including former school board member Beverly Clark, have suggested Haydon was a scapegoat, and pointed the finger at Superintendant Tony Tata.

Wake County serves about 75,000 school bus riders. Until now, if a parent had a question or concern, they would call one of 15 transportation districts across the county.

Under the new system launched Monday, parents and staff can call (919) 856-7890 from 8 a.m. to 8 p.m., Monday through Friday, to reach a customer service representative.

In a news release, the district said customer service representatives will be better equipped to provide timely information on mechanical failures and other delays, and to contribute to more timely resolution of transportation-related issues.

In addition to calling the Customer Service Center, parents may continue to contact transportation by filling out an online feedback form, or emailing transportation@wcpss.net with the student’s route number (indicate morning or afternoon), bus stop, student’s first and last name and parent’s daytime contact information. To request a new stop, parents may continue to use the current stop request form.

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