Mixed Methods Case Study of Bus Operator Work Preferences at the Chicago Transit Authority

Transit agencies in the U.S. have faced significant challenges in recruiting and retaining bus operators, both before and after the COVID-19 pandemic. Bus driving often involves working long hours and performing physically demanding tasks involved with operating a large commercial vehicle, while constantly interacting with the public. The physically and mentally demanding nature of the job, coupled with increased personal safety concerns, further exacerbates retention issues. Additionally, a restrictive working environment and a lack of scheduling flexibility, coupled with competitive opportunities in ride-hailing and delivery services, contribute to high turnover rates. Existing research has not sufficiently addressed the role of work scheduling in affecting bus operators’ quality of life and retention rates. In this study, we conducted focus group studies with 213 Chicago Transit Authority bus drivers and analyzed their stated preferences about work schedule characteristics, combining this analysis with revealed preference data on duty selection to gain comprehensive insights into shift desirability. Overall, drivers’ top priorities include getting enough pay hours, reducing the incidence of split shifts, having sufficient recovery time built into the schedule, avoiding relief points outside of garages, and getting weekends off. Relief points, often called reliefs, are the points where operators start or end their shifts. These findings are translated into a series of scheduling recommendations to improve bus operators’ quality of life. Specifically, the recommendations focus on increasing the use of 4-day work weeks and rostering to allow for greater consistency, more days off, and longer duties for operators.