Jim Sullivan, Karen Ojeda, Brian Yost and Julie Hillenbrand
Traffic and Parking Services, Public Works
Parking Systems assistant manager Ellen Dosdall nominated this team for cutting customer wait times at the Impound Lot in half during the last Snow Emergency.
“The Impound Lot’s Snow Emergency Response Team is a group of employees who monitor the performance of towing and security contractors, manage Impound Lot space, support revenue collection and control, and oversee direct customer services. This team examined each step in the customer service experience and identified gaps and opportunities for improvement to the current process of serving customers whose vehicles were tagged and towed due to Snow Emergency rules. These improvements were implemented during the Feb. 2, 2016, Snow Emergency and resulted in faster and friendlier service to customers. The improvements made include:
New signs directing customers to the building entrance.
Queues to pay online and in person.
Shuttle service in the lot.
Staff stationed at the entrance answering questions, distributing cards and pencils for customers to fill out their vehicle information, and directing customers to service windows.
Staff stationed in the lobby directing customers to shuttle vans.
A help window for customers who need assistance to find their vehicle plate, ID, etc.
Additional shuttle vans deployed during peak periods to escort customers to their vehicles.
A detailed hour-by-hour schedule and establishment of communication guidelines for staff and security contract officers.
Measurement and analysis of customer wait times.
“The Impound Lot’s Snow Emergency Response Team measured wait times at each point of the process, including the overall duration for customer visits to the Impound Lot, from entering the building to driving out their vehicles. Over the busiest two-day period of the Feb. 2, 2016, Snow Emergency, customer overall wait time was on average cut in half when compared to previous Snow Emergencies. Each improvement made in the customer service process resulted in greater productivity by security officers and customer service staff. In addition, these improvements enhanced employee teamwork and generated more ideas for streamlining services.
“This team continues to plan and implement process improvements for impound services provided during regular operations as well as Snow Emergency and other high volume periods.”
Published Apr 19, 2016