When a transport operator decides to digitise — whether that means ticketing, booking, fleet management or passenger communication — the choice of technology partner is among the most consequential decisions they will make. The wrong partner means delayed launches, systems that do not fit the real operating environment, and technology debt that compounds over time.
After building transport systems in the East African market, here are the five factors we believe matter most.
1. Do they understand the operating environment?
The most important question to ask a potential partner is simple: have they built for markets like yours before? Have they tested their systems on roads where connectivity is intermittent? Do they know how mobile money flows work, and have they integrated with local payment providers?
Generic transport platforms built for European or North American markets often fail at the edge cases that are routine in African operations. A partner with direct experience in your region will have already solved many of these problems.
2. Can they show you how offline scenarios are handled?
Connectivity is not guaranteed along most intercity routes. Any ticketing or booking system that requires a live internet connection to function will fail passengers and drivers at exactly the moments that matter. Ask specifically: what happens when the driver has no data connection at the boarding gate? The answer to this question will tell you a great deal about how thoroughly the system was designed for your context.
3. Are they building for the long term, or for a quick deployment?
Some technology partners prioritise fast launches over sustainable architecture. This can look like success in the short term but creates significant problems when you need to scale routes, add payment methods, or integrate new tools. Ask about their approach to system maintenance, upgrade paths, and how they handle bugs or edge cases after launch.
4. How do they handle support after go-live?
A transport business cannot afford extended downtime. What does the partner's support process look like? Is there a named contact? What are the response time commitments? How have they handled critical issues in previous deployments?
References from other operators — particularly in similar markets — are invaluable here.
5. Are they genuinely collaborative, or transactional?
The best technology partnerships feel like having a technical team inside your organisation. Your partner should want to understand how your operations actually work — not just deliver a specification. Structured discovery, regular check-ins, and honest conversations about constraints are signs of a partner who will still be invested in your success two years after launch.
Technology is not a one-time purchase. Choose a partner you would want to still be working with when the product is three versions further along than where it starts.