Yorktown Trolley: Riding with Technology

About the Program

Category: Information Technology (Best in Category)

Year: 2020

The Division of Community Services has integrated new technology on its trolleys, which services citizens and visitors to Historic Yorktown, Virginia, and to the Yorktown Waterfront. This ETA Spot system from ETA Transit incorporates multi-layer tracking technology to provide real-time information to passengers via a dedicated mobile app and website; enhanced data collection, compilation, and reporting; as well as an infotainment system that provides riders with the most current information about upcoming events, local attractions, and businesses along the Trolley route. When we embarked on this endeavor, we had specific objectives in mind. First and foremost was the goal to provide a superior level of customer service by enhancing and streamlining the flow of information to trolley riders. Next, we sought to gather and compile data about the riders, which is not only important to measure the success and efficiency of the program, but is also a requirement of being partially funded from a federal grant. Lastly, we looked to stimulate our local economy by increasing visitation to our town’s small businesses and offering a more comprehensive approach to the promotion of events and activities.Upon the full integration of this system into the trolleys—the program immediately saw fewer rider inquiries in the form of calls and emails; increased accuracy and efficiency in data collection; boosted ridership; and greater community engagement. In essence, the trolley has become an attraction in and of itself. Additional features include an upgraded climate control system which include personalized adjustable air vents; a wheelchair lift; and a stabilized chassis system to provide a smoother ride for all passengers.