“Our lives are full of activities that could potentially expose us to contaminated surfaces, and we need to be extra vigilant these days,” says Roamy Valera, CAPP, CEO North America for PayByPhone. “The parking payment process is one area of our lives that presents unseen hazards that we’ve never had to worry about in the past. Contactless parking eliminates these risks by permitting parkers to pay with their personal devices rather than being exposed to equipment that has been touched by others. ” According to Valera, mobile payment platforms can potentially serve another vital purpose: communication. Mobile payment app users who have their notifications turned on can be sent Coronavirus updates from the Centers for Disease Control (CDC) and other public health agencies so they can stay informed of the latest information and public health recommendations.
Staffing Staffing is a final consideration owners and operators during this pandemic. It’s just as important to protect staff as patrons. Many garages and lots still have staffed booths to collect cash from parkers and assist them when technical issues arise. During this public health crisis, owners and operators should limit the number of staff working in booths. When staff are required, they should wear masks and gloves to protect themselves and parking patrons. If possible, it also makes sense to install temporary barriers comprised of clear plastic to provide a protective barrier between staff and parkers. This is another area where technology can help. Customer service platforms connecting drivers to online customer service representatives via two-way video allow owners and operators to have a customer service presence without having to staff garage exits. The platform is electronically connected to the PARCS equipment via the cloud, and provides a live audio connection to a trained customer service professional who can solve any problems parkers may have with parking equipment or transactions. “As helpful as touchless parking technology has become, things still sometimes go wrong,” says Brian Wolff, president & CEO of Parker Technology. “At a time like this, when it’s important to minimize the exposure of staff and parking customers, leveraging technology by having a virtual ambassador may be the most empathetic and effective way to protect your staff and parking guests.”
Moving Forward The parking industry has been particularly hard hit by the Coronavirus crisis, with some cities reporting that parking demand has dropped by as much as 90 percent. At the same time, it also presents an unexpected opportunity. Typically, when parking owners and municipalities upgrade their facilities, they are forced to close lanes and disrupt service. For parking owners and operators with the means, the current environment offers the opportunity to invest in parking technology without impacting customer service. “The smart city revolution is well underway, and cities are beginning to mandate that owners install parking guidance, PARCS, and other systems that connect to city parking grids,” says Chris Scheppmann, managing member of EnSight Technologies. “It’s not a question of if parking owners and owners of complexes with parking assets will have to invest in smart technology suites; it’s a matter of when. By doing it now, owners can put themselves in a great position when this crisis ends in the coming weeks.” Disease prevention and public health will continue to be an issue for the parking industry, even after the Coronavirus crisis ends. As we take our initial steps toward reopening our communities and returning to our normal lives, it will be vital to continue to pay close attention to these public health issues to avoid flare-ups of new Covid-19 cases. And many public health experts expect that even after the immediate dangers have passed, the Coronavirus will reappear next year with the flu and other seasonal viruses. “The parking industry was already moving toward a primarily automated future,” says Kevin Uhlenhaker, managing director of SLS Insights. “When we emerge from this crisis, I think we’ll find that it has sped up that transition because many of the technologies that parking owners and operators already value for their operational and customer service benefits can also help promote public health and provide a healthier environment for parkers and parking staff. Going forward, this is going to continue to be an important issue for our industry.” ◆ BILL SMITH is president of Smith Phillips Strategic Communications and contributing editor of Parking & Mobility. He can be reached at bsmith@smith-phillips.com.
PARKING-MOBILITY.ORG / JUNE 2020 / PARKING & MOBILITY 49