Title
Agenda Item:
Briefing and Discussion about Parking Program Improvements
Body
Issue:
General Government Committee asked for a briefing ideas for a friendly approach to parking services.
Committee Recommendation:
Briefing and discussion only.
Staff Contact:
Karen Kenneson, Business Manager, Community Planning and Development Department (CP&D), 360.753.8277
Presenter:
Karen Kenneson, Business Manager, CP&D
Background and Analysis:
This summer the multi-space parking pay stations in the downtown core will be replaced with single space credit card meters. This change in the parking system will increase customer service by providing a more convenient, easy to use option for paying for parking.
This project provides an opportunity to give Parking Services a makeover at the same time, with two main goals:
1. To change the perception of Parking Services as being primarily an enforcement-oriented program; and
2. To educate the public about our purpose, programs and services.
The committee that was formed to evaluate parking meter options and recommend a parking meter vendor will continue meeting and focus on formulating ideas for a makeover plan. Staff will evaluate ideas based on feasibility and cost and develop a plan with goals and timelines.
Actions we have completed:
· Created an OlyParking Twitter account to instantaneously communicate parking impacts, accomplishments, programs and special free days.
· Redesigned the Parking web pages on the City's website to make them simpler, more informative and easy to navigate.
· Began a monthly group permit billing system for 9-hour permits and leased lot permits where agencies or businesses receive permit placards which are good for the whole year and go on monthly billing which eliminates their need to come in to City Hall every month to renew their permits.
· Twelve days of free holiday parking.
· Free parking for attendees of the annual ODA sponsored Girls Night Out event.
· In the process of replacing multi-space pay stations with single space credit card meters.
Future ideas:
· Change name Parking Services Field Representatives to Parking Ambassadors or Advocates.
· Staff walkabout - Parking Ambassadors go out in twos to visit businesses to talk about parking, get feedback, answer questions and hand out materials.
· New look - Change the color of staff uniform shirts and jackets as funding allows.
· Concentrated effort to strengthen relationships with business owners around parking issues and experiences.
· Open line of communication between business owners and Parking staff. Have business owners attend a weekly staff meeting so staff can hear directly from business owners.
· Customer service training for front desk staff on how to handle disgruntled customers who have received a ticket.
· Look for ideas from other cities who have rebranded and successfully improved public perception about parking, such as the Cities of Eugene, OR and Norwalk, CT.
· Have staff carry Parking Ambassador business cards with key parking messages on the back to increase the human element and offer a more personal touch.
· Increase customer service training for staff.
· Explore incentives such as half-price ticket if paid within 24 hours.
· Explore a courtesy notice program.
· Explore programs such as first ticket free, or one free every 3 years, or similar.
· Bring suggested parking ordinance improvements/cleanup to Council to correct inaccuracies and provide clearer definition of the parking ordinances.
· Instate a token program where parking credits can be given as needed to improve customer service in tough complaint situations. Tokens could also be purchased by businesses to give out to customers as an incentive to shop there.
· Hold quarterly Parking town hall public meetings where staff does an educational piece on a parking topic and then an open forum where people can voice their opinions and ideas.
· Improve signage in leased lots, making them more easily identifiable and publicize free nights and weekends.
· Coordinate with the PBIA and ODA on downtown marketing efforts.
Public Involvement and Outreach:
· Parking staff will work with the PBIA, ODA and other stakeholders to refine this makeover by testing these approaches and gathering feedback about other approaches over the course of 2013.
· Following this outreach work develop and implement an action plan in the late summer or early fall of 2013.
Neighborhood/Community Interests (if known):
Public involvement will continue to be a priority as the pay station replacement project moves forward and the makeover plan is drafted and put into action.
Options:
Not applicable.
Financial Impact:
The pay station replacement project is being funded from the Parking Management Account (parking revenues in excess of expenditures and a General Fund transfer.) There is no special funding set aside for the Parking Makeover items. They will be funded from the Parking Services operating budget and Parking Management Account as funds are available.