Calgary Parking Authority Report to
The SPC on Land Use, Planning and Transportation
2011 February 16
CALGARY PARKING AUTHORITY PROACTIVE COMPLAINTS PROCESS
SUMMARY/ISSUE
Report on the proposed proactive process of
dealing with complaints at Calgary Parking
Authority (CPA).
PREVIOUS COUNCIL DIRECTION/POLICY
The recommendations of the Western
Management Consultant (WMC) contained in
LPT2010-43 was approved in principle by City
Council on 2010 July 5. An amendment to
report LPT2010-43, moved by Alderman
Colley-Urquhart, requested the Calgary
Parking Authority Board of Directors to
investigate and recommend a proactive
complaints process and report to Council
through the SPC on Land, Planning and
Transportation no later than Q1, 2011.
ADMINISTRATION RECOMMENDATION:
That the SPC on Land Use, Planning and
Transportation recommend that Council
receive this report for information.
INVESTIGATION
The report prepared by Western Management
Consultants (WMC) identified a need to
improve the customer service and public
relations of CPA. Adopting a proactive
approach to customer service issues will allow
CPA to more quickly identify customer issues
and improve responsiveness.
The CPA has already implemented several
proactive processes to improve customer
service. These include, but are not limited to:
• Additional staff resource added to
ParkPlus customer service centre;
• Customer refund process has been
implemented due to machine faults or
tag overpayments;
• Display number of public stalls
available at entrance to parkades;
• Expanded convenience of payment
methods;
Approvals: GM Transportation (Malcolm Logan), GM Calgary Parking Authority (Dale Fraser), Author (Wendy Haidy)
ISC: UNRESTRICTED
LPT2011-15
Page 1 of 2
• Enhancement of website offering more
service options (wait list, tag payment
online);
• Daily, twenty-four hours per day,
enhanced security patrols and
monitoring;
• ParkPlus instructional brochures and
pictograms;
• Focus groups established prior to
implementing ParkPlus in parkades;
• Rental car user ParkPlus brochure;
• Multi-language translations in French
and Cantonese on ParkPlus
machines;
• ParkPlus features (auto accept
transactions, voice prompts, early
reminder of time expiration);
• Warning tickets issued for first time
ParkPlus parking offences;
• Scheduled seminars for seniors on
use of ParkPlus;
• ParkPlus helpers scheduled during
launch at new locations;
• Payment not accepted by ParkPlus
during non-payment periods
• ParkPlus process documented for
consistent customer service response
to issues;
• Offering of Enforcement Administrative
Reviews and First Court Appearances;
and
• Specialized customer service training
for employees.
• Customer satisfaction surveys (last
survey was 2009 and new survey is
planned for 2011 to assess progress);
In addition, a review of the complaints
process has resulted in procedural
revisions to ParkPlus, and enforcement
inquiry-handling procedures as
documented in Attachments 1 and 2.
Initiatives to be implemented in the near
future that are underway include:
Calgary Parking Authority Report to
The SPC on Land Use, Planning and Transportation
2011 February 16
CALGARY PARKING AUTHORITY PROACTIVE COMPLAINTS PROCESS
• Display number of public stalls
available for each parkade on CPA
website;
• Ultra-violet filter on ParkPlus displays
to improve visibility in direct sunlight;
• On-line payment feature;
• Frequently asked questions (FAQs)
published on the website;
• Documented complaints process on
website; and
• Benchmarking comparing CPA
performance to a standard baseline or
industry benchmark to ensure CPA is
steadily improving the value delivered
to customers.
The CPA Board takes the quality of customer
service very seriously. The following action
plan is proposed to improve understanding
and to better address customer service
complaints:
1. Track ParkPlus customer
service/complaints performance
metrics using The City’s 3-1-1 system
and set target time limits to respond to
each complaint.
2. Conduct a review of the top five
customer complaints, develop action
plans to address the issues and
monitor on an ongoing basis.
3. Have CPA Board review policies
regarding key service interactions with
customers to ensure they are
appropriate and reflective of a
consistent and improved customer
service approach.
4. Review customer service resourcing at
all levels including management.
5. Review customer service training
practices for all staff at the CPA (all
front line staff, office staff and
management) with an emphasis on
consistency and quality service.
In addition, as part of the forthcoming work, in
2011 March, on implementing the
Approvals: GM Transportation (Malcolm Logan), GM Calgary Parking Authority (Dale Fraser), Author (Wendy Haidy)
ISC: UNRESTRICTED
LPT2011-15
Page 2 of 2
recommendations of the strategic review CPA
Bylaw will be revised to emphasize CPA’s role
in demonstrating leadership in customer
service. CPA intends to report customer
service metrics to Council on an annual basis
as part of CPA’s annual report to Council.
IMPLICATIONS
This report has been reviewed for alignment
with the City of Calgary’s Triple Bottom Line
(TBL) Policy Framework. The following
implications were identified.
General
An improved proactive complaints process will
improve the service for Calgarians.
Social
None
Environmental
None
Economic (External)
A more proactive approach to complaints and
issues management will reduce the amount of
time spent by the public in dealing with
parking-related matters.
BUSINESS PLAN/BUDGET IMPLICATIONS
Initiatives will be conducted under existing
funds. If additional resources are required to
implement additional proactive complaint
processes, these will be identified as
appropriate.
RISKS
While it is important to understand and focus
on top complaint issues, it is also critical not
to lose sight of customers who are satisfied
with the service.
ATTACHMENTS
1. Administrative Reviews and Complaints
Process
2. ParkPlus Complaints Process