The Parking Professional June 2016

20

The Customer Service BEAST

28

Passing the Parking Baton

36

IPI’s New Website

40

Fighting Ransomware

JUNE 2016

THE INTERNATIONAL PARKING INSTITUTE

24 Leaving the Desk

Spending a day with frontline professionals

PARKING

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WAYFINDING JUNE 2016 | Volume 32 | Number 6

20

Unleashing the BEAST

32

Bringing the BEAST to customer service.

24

Leaving the Desk

The intrinsic value of parking enforcement officers to their neighborhoods.

36

Looking for insight into your parking operation?

Spend a day with a frontline professional.

28

Passing the Baton

Raising the next generation of parking and transportation leaders.

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Community Assets

A New Home Base

IPI builds a new website for members and the parking community.

40

Becoming Cyber-Superman How to transform into a superhero and battle back evil (and dangerous) ransomware.

Editor’s Note

DEPARTMENTS

4 Entrance 6 IPI Board Member Profile 8 Consultants Corner 1 0 The Green Standard 1 2 The Business of Parking 1 4 Financial Matters 1 6 Parking Spotlight 1 8 IPI’s Ask the Experts 4 6 IPI in Action 4 8 State & Regional Spotlight 5 0 Community Digest 5 6 Parking Consultants 5 8 Calendar of Events 6 0 New and Renewing IPI Members 6 2 Advertisers Index

YOUR NEW HOME PAGE

A

dmit it: You spend some of every morning surfing online. And I bet you have a list of favorite stops, too.

Facebook, LinkedIn, local and national news sites, and probably a guilty pleasure (celebrity gossip or a meme aggregator) likely make the list, and you might even visit more than once a day.

We have a new stop for you, and it’s home page worthy. IPI launched the new parking.org a few weeks ago, and it’s a must-visit for anyone in the parking and transportation industry. The latest industry and IPI news are front and center, along with the electronic version of The Parking Professional in a new, easy-toread format; professional development options and information, including CAPP, online courses, webinars, and in-person trainings; all you need to get started on your journey to Accredited Parking Organization (APO) certification; a fantastic and completely searchable Resource Center that’s packed with articles and research; and more parking-specific goodness than we could possibly list here.

While you’re there, be sure to subscribe to the daily Parking Matters® Blog so you get every short, informative post every day (submit a post, too—it’s open to all IPI members, and sending us your posts is easy). You can also sign up for the biweekly IPInsider newsletter or for IPI’s Spanish-language magazine, Industria del Estacionamiento. Register for an upcoming conference, browse the calendar for industry events near you, and learn more about your business than you ever thought possible in one stop.

We hope you’ll add the new site to your list of daily stops. News, coffee, parking. org: the perfect way to kick off your day and stay on top of all things parking. Check out a tour of the new site on p. 36, visit online, and let us know what you think!

As always, I love hearing from you and my email is below. Thanks for reading.

Until next month…

6 2 Parking Break fernandez@parking.org

parking.org/tpp

JUNE 2016 | INTERNATIONAL PARKING INSTITUTE

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ENTRANCE Publisher Shawn Conrad, CAE conrad@parking.org Editor Kim Fernandez fernandez@parking.org Contributing Editor Bill Smith, APR bsmith@smith-phillips.com Technical Editor Rachel Yoka, CAPP, LEED AP BD+C yoka@parking.org Advertising Sales Bonnie Watts, CEM watts@parking.org Subscriptions Tina Altman altman@parking.org.

Graphic Design BonoTom Studio info@bonotom.com Proofreader Melanie Padgett Powers For advertising information, contact Bonnie Watts at watts@parking.org or 571.699.3011.

For subscription changes, contact Tina Altman, taltman@parking.org.

The Parking Professional (ISSN 0896-2324 & USPS 001436) is published monthly by the International Parking Institute.

1330 Braddock Place, Suite 350 Alexandria, VA 22314 Phone: 571.699.3011 Fax: 703.566.2267 Email: ipi@parking.org Website: parking.org Postmaster note: Send address label changes promptly to: The Parking Professional 1330 Braddock Place, Suite 350 Alexandria, VA 22314 Interactive electronic version of The Parking Professional for members and subscribers only at parking.org/tpp.

Periodical postage paid at Alexandria, Va., and additional mailing offices. Copyright © International Parking Institute, 2016. Statements of fact and opinion expressed in articles contained in The Parking Professional are the sole responsibility of the authors and do not necessarily represent an official expression of policy or opinion on the part of officers or the members of IPI. Manuscripts, correspondence, articles, product releases, and all contributed materials are welcomed

by The Parking Professional; however, publication is subject to editing, if deemed necessary to conform to standards of publication.

The subscription rate is included in IPI annual dues.

Subscription rate for non-members of IPI is $120 per year (U.S. currency) in the U.S., Canada, and Mexico.

All other countries, $150. Back issues, $10.

The Parking Professional is printed on 10 percent recycled paper and on paper from trees grown specifically for that purpose.

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CERTIFIED GREEN GARAGE GOES GLOBAL AS PARKSMART

By John Schmid

I

t was 11:20 p.m. on New Year’s Eve 2015 when I walked back into my holiday house party and made a toast: “to the green parking garage going global.” I then signed the document package the attorneys had sent over, and a new era began. This was an important moment in time for the parking industry, as the Green Parking Council (GPC) and the International Parking Institute (IPI) partnered with the United States Green Building Council (USGBC), the parent of the LEED certification standard. The USGBC is active in more than 150 countries with 72,000+ projects worldwide.

With more than 12,200 USGBC members, Green Garage Certification now has a truly global impact.

Just five years ago, the USGBC excluded parking garages from certification under LEED. The GPC, made up of volunteers, stepped in and created industry-driven, sustainable standards for the built-­ garage environment. The Certified Green Garage is now rebranded by the USGBC as Parksmart certification. These world-class standards, leveraging the global power of the USGBC’s platform, are now poised to evolve and expand on a global level. Over time, the resulting high-performance, sustainable garages of the future have the opportunity to affect our industry and our environment, far beyond our lifetimes.

I have deep gratitude for the multitude of professionals who helped bring the GPC to life. Working hand in hand and collaboratively, the GPC and IPI faithful shared our unique set of knowledge to make the world a better place. Without question, IPI is well-positioned to become the worldwide global certification education provider for Parksmart, the new Certified Green Garage. The IPI now possesses a powerful international entry-key into desirable expansion markets, including China, India, and Japan. Partnering with local USGBC field offices, IPI can now provide world-class education in these global mega-city marketplaces.

Mahesh Ramanujam, president and CEO of the USGBC, has expressed great interest in partnering with IPI on education and certifications with a global-centric mindset. He believes that “directly and individually engaging global communities to embrace leveraging certification standards as a tool, that these tools applied globally can greatly improve our world.”

It is a new time with great opportunities ahead to collaborate with the USGBC to advance the IPI mission of international impact through and for sustainable transportation worldwide.

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

JOHN SCHMID is president of Propark and a member of IPI’s Board of Directors. He can be reached at john. schmid@propark.com.

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IPI BOARD MEMBER PROFILE

GARY A. MEANS, CAPP Member, IPI Board of Directors Executive Director, Lexington Parking Authority

I

hope everyone made it home safely from the 2016 IPI Conference & Expo in Nashville last month. If I didn’t get a chance to say hi, well, hopefully we’ll see each other in New Orleans, if not sooner. Next year will be my second trip to NOLA, and both trips are due to parking. I really enjoy being a part of the parking industry, and it has brought me to several cities for the first time. Charleston, Tampa, Las Vegas, Albuquerque, Phoenix, Fort Lauderdale, Seattle, and San Diego are just some of the cities I’ve been privileged to visit for the first time because of parking. I love to travel, and I love to learn, and the parking industry has made both a reality. Going through the IPI CAPP program was one of the highlights of my learning opportunities within the parking industry, and it also allowed me to make lifelong friends with the best CAPP class of all time (2010)!

A couple years ago, the parking industry brought me to Orange Beach, Ala. (thanks MSTPA). It’s a great beach in the Gulf Shores area. My wife and I stayed a couple days beyond the parking conference and just loved it. We went back later that fall and have another vacation planned there this fall. We realized that we had been using up too much vacation time remodeling our house (we should have shot an HGTV show), and we have made a commitment to an annual vacation from now on.

I say all of that to say this: As I’ve grown a bit older I have certainly learned that things are not that important except they help us with tasks, and places can be really special but are not nearly as great unless they are enjoyed with other people. As much as the people in the parking industry are a fantastic bunch and I look forward to seeing you all every time we can get together, my family is even more special to me, and I love spending time with them, especially at the beach! If you haven’t already, I hope you plan to spend some valuable down time this vacation season with those you love. Now, where’s my sunscreen?

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

CONSULTANTS CORNER

STRATEGIC PLANNING

By James C. Anderson

Strategic planning has the tendency to strike fear in some people and stir up uneasiness in others. The task of understanding your business or venture and preparing a strategic plan can take on many facets. Strategic planning should not be feared but rather embraced as a means of understanding and defining where your business is today and where you plan to take it in the future.

Strategic planning can be applied to any business or organizational entity wishing to shape and create its future. This should be a dynamic exercise with broad contribution of engaged personnel and constituents.

Definitions Merriam-Webster defines strategic as “of or relating to a general plan that is created to achieve a goal in war, politics, etc., usually over a long period of time.” Planning is correspondingly defined as “the act or process of making a plan to achieve or do something.”

That said, a strategic plan is essentially a road map to be followed for a successful attainment of a short- or long-term goal or objective. The plan itself is comprised of many elements that should include an overarching mission statement, a brief vision statement, and integrated guiding principles that describe core beliefs and strategic foundations. Who we are today and who we want to become are our core beliefs.

Analysis JAMES C. ANDERSON is a regional manager with BASF’s Watson Bowman Acme Corp. and a member of IPI’s Consultants Committee.

He can be reached at jim.anderson@ basf.com.

8

The next phase is a snapshot of the environment in which you currently exist. A SWOT analysis defines an entity’s strengths, weaknesses, opportunities, and threats. This should be an accurate representation of the organization’s core competencies and weaknesses as well as prospective opportunities and threats to the attainment of its interests and advancements.

With these underpinnings established and in place, the next phase, and perhaps the most important, is the identification of actionable steps necessary to advance

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

toward the desired destination. These steps may include a service, product, marketing, and financial component.

A strategic parking plan can be either a stand-alone undertaking or a subset to a greater integrated master planning enterprise, such as city or municipal plans, medical or higher educational campus plans, sports and entertainment venue plans, business improvement or central district plans, or transportation and transportation demand management plans.

A strategic parking plan should address the value and influence the parking resources, on-street, surface lot, and structured parking.

This contributes to the utilization and economic benefit of the associated venues. It is about people, places, and safe and efficient connectivity, including the effective utilization of transportation modes and the parking resources.

There are many factors being introduced into the transportation and parking networks that may alter conventional thought and planning. The Wall Street Journal reported a University of Michigan study of “state driver’s license statistics indicating a sharp decline over the past two decades among young people under 25 years of age getting their driver’s licenses.” Correspondingly, the paper reports that the “proportion of license holders among Americans in their 50s to late 60s is down by roughly 3 percentage points since 2008.” These factors, along with emerging innovations and advances in technology, correspond with the upstart of alternative transportation means, most notably by private service Uber.

With a renewed interest in urbanization with highdensity living and work environments, the recognition of these broader trends and alternative transportation means should play a key part of strategic parking planning.

Following the aforementioned steps in strategic planning won’t necessarily guarantee the arrival at your desired destination, but it will allow you to identify the journey and begin to take the initial steps toward that goal.

ISTOCK / ALMAGAMI

T

here is a common refrain: “If you don’t know where you are going, any road will take you there.” This is a good segue into the topic of planning, or more precisely, strategic planning.

THE GREEN STANDARD

STRATEGICALLY GREEN

By Ron Steedly, CAPP

T

he knee-jerk reaction at the thought of going green usually is thinking about spending lots of money, but the reality is that you are actually doing green things each and every day with your parking assets, operations, and customer experience and you probably don’t even know it. As you deploy new technology, replace systems, tweak operations, or add amenities for your customers, you are likely doing so with green in mind because it is the right thing to do. It is better, however, to purposefully and strategically plan for these events.

A quick checklist to gauge your sustainable efforts is available at greenparkingcouncil.org—search “checklist.”

You will be surprised how much you already do. Also check out the Green Garage Certification Standard (now Parksmart), a publication that spells out the certification elements and documentation necessary to become certified.

While you might think you need this only if you want to become certified, it is a valuable resource to use while strategically planning with sustainability in mind, both for new construction or future plans for existing facilities.

New Construction

Retrofitting

RON STEEDLY, CAPP, is alternative transportation manager at Texas A&M University and a member of IPI’s Sustainability Committee. He can be reached at rsteedly@ tamu.edu.

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For existing facilities, it gets a little more involved. Clearly, the parking industry continues to evolve, and the offerings to make facilities better for us operationally and better for customers through their experiences are better now than ever before. So how do we plan for upgrades? Strategically, of course. As you examine the life cycle of your facility, its component systems, and the operations model to maximize return on investment, keep sustainability in mind. It is typical that capital renewal will be required and planned for, so consider a more sustainable choice for that renewal. It may be a little more expensive to implement, but the cost savings from more efficient lighting, for example, can pay for that upgrade and provide for a better experience for your customers.

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Engage Customers As you engage in the continuous improvement process, be sure to purposely engage your customers. Focus on making their experience the best possible and meeting their needs. We typically only hear complaints, but if you initiate the dialogue, you can find out what they like and appreciate regarding your facility as well. You will likely find some low-hanging fruit you can easily and affordably implement to show them you listened and are attempting to meet their needs.

The Brundtland Report cites three pillars of sustainability: people, planet, and profit. All three need to be appropriately represented in a sustainable offering for there to be true sustainability. In parking, people refers to our customers, planet refers to our net consumption of resources, and profit refers to our business.

The economics of sustainability are important so don’t think you need to take it on the chin to do something sustainable. Not the case. We need to stay in business so the sustainable offerings we initiate continue to have their effect on all 3 Ps.

ISTOCK / PREDRAG VUCKOVIC

Planning green elements into new construction projects and being sure to maintain the necessary documentation to become certified is relatively easy. At this stage of planning and execution, you can perform your capital budgeting analysis on sustainable upgrades and associated future cost savings. The first upgrade that usually comes to mind is lighting and related control systems to maximize available natural light in your facility. Additionally, building in the capacity for electric vehicle charging stations when you build the garage (rather than retrofitting later) or offering long-term bicycle parking in the garage to assist patrons in their last-mile transportation needs are considerations as well.

THE BUSINESS OF PARKING LEGAL

PAYMENT IN LIEU OF PARKING

By Leonard T. Bier, JD, CAPP

T

In 2001, Steve Monetti, then president of the New Jersey Parking Institute and referred to as the “Godfather of Parking” by the governor, asked me to research a new concept he had heard about at the IPI Conference: payments in lieu of parking (PILOP). Monetti thought this concept should be applied in New Jersey, the most densely populated urban state in America. Michael Ash, my research assistant at the time, was tasked with performing baseline research and found an article on the topic by Donald Shoup.

PILOP Programs

LEONARD T. BIER, JD, CAPP, is the principal of Bier Associates. He can be reached at lenbier@ optonline.net or 732.828.8864.

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PILOP offers a developer the option to pay a fee for each waived parking space in lieu of providing the number of parking spaces required by local land-use regulations. The municipality or parking authority then uses the PILOP fee to construct a public parking facility.

A PILOP program creates a mechanism for the municipal planning board to waive parking requirements without burdening the municipal taxpayers at large.

The developer is given the opportunity to maximize the commercial development uses of the property by making a PILOP. The urban municipality promotes redevelopment, gains a new tax ratable, and receives a PILOP fee to construct a public parking facility in concert with the city’s or parking authority’s master plan and public parking needs.

The benefits of adopting a PILOP program are: ●● Developer flexibility. ●● Public parking facilities can be shared by multiple users. ●● Consolidates multiple small and single-user parking facilities into a larger, strategically located facility. ●● Reduces or eliminates parking variances granted by a municipality. ●● Creates a level playing field in which all developers contribute to and share public parking. ●● Provides a funding mechanism for public parking improvements and facilities.

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

PILOP programs have been adopted in 11 U.S. states as well as in Canada and Europe. They are in effect in at least 12 cities in California, where PILOP fees range from $3,132 to $50,994 per parking space.

The City of Rahway, N.J., adopted a 2013 central business district redevelopment plan to allow developers who are unable to provide the number of parking spaces required by the city to voluntarily participate in a parking improvement program. The PILOP program is administered by the Rahway Parking Authority. The developer contributes a per space parking fee to a trust fund maintained by the Rahway Parking Authority to offset a portion of the cost to provide or purchase and construct the number of off-site parking spaces for which a parking variance is granted.

Rahway PILOP fees currently are $5,000 for m ­ arketrate rental units and $10,000 per parking space for condominium units. The Rahway PILOP program has facilitated the approvals of residential and mixed-use projects with parking waivers. PILOP parkers use available parking in the authority’s centrally located 524-parking-space commuter and resident garage across from the N.J. Transit rail station. Weekdays during the day, the Rahway Transportation Center Garage is primarily utilized by commuters. Weekends and evenings, the garage is primarily utilized by resident parkers.

Projects approved with a PILOP and scheduled to share that garage are: ●● Slokker Main & Monroe Project: 200 unit rental apartments; 3,000 square feet of ground-floor retail; 200 on-site parking spaces; 50 parking spaces provided by the RTC Garage. Developer PILOP payment: $250,000. ●● R2N2. E. Cherry Project: 44 unit rental apartments; 3,000 square feet of ground-floor retail; 24 on-site parking spaces; 31 parking spaces provided by the RTC Garage. Developer PILOP payment: $155,000.

ISTOCK / OSTAPENKOOLENA / ASKOLD ROMANOV

he high cost of providing surface or structured parking facilities in urban environments often affects project feasibility and results in developers requesting waivers from municipal parking requirements. Even allowing for shared parking and transit-oriented development (TOD) parking credits, a project developer may still seek parking waivers.

FINANCIAL MATTERS

LONG-TERM CARE INSURANCE: YES OR NO?

By Mark A. Vergenes

I

hear the question all the time: Should I buy long-term care insurance? The answer isn’t a simple yes or no, but there are things to consider as you decide.

What Is It?

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

MIRUS Financial Partners nor Cetera Advisor Networks LLC, give tax or legal advice. Opinions expressed are not intended as investment advice, and it may not be relied on for the purpose of determining your social security benefits, eligibility, or avoiding any federal tax penalties. All information is believed to be from reliable sources; however, we make no representations as to its completeness or accuracy. All economic and performance information is historical and indicative of future results.

ISTOCK

MARK A. VERGENES is president of MIRUS Financial Partners and chair of the Lancaster (Pa.) Parking Authority.

He can be reached at mark@mirusfinancial partners.com.

As we get older and our health declines, the greater the chances are that we will require in-home care, nursing-home care, or other assisted-living arrangements.

This care is quite expensive, and Medicare, health maintenance organizations (HMOs), and Medi-gap don’t pay for it. You might want to look into purchasing long-term care insurance (LTCI) to protect your assets in case you need long-term care.

Whether or not you should purchase LTCI depends on your age, medical history, assets, and income.If you meet some of the following criteria, you might want to seriously consider it: ●● You are between the ages of 40 and 84 (generally, LTCI is not available to those older than 84). ●● You have a family history of Alzheimer’s disease. ●● You own substantial assets that you’d like to protect. ●● You have family members to whom you wish to leave your assets. ●● You can afford the cost of LTCI premiums now and will be able to afford them in the future. ●● You are in good health and are insurable.

As usual, whether to buy this coverage will vary depending on your specific situation and you should consult your own financial advisor before making any decision.

Long-term care insurance is designed to pay for the cost of your care in a variety of settings, including a nursing home, if you can no longer care for yourself independently. Long-term care policies vary widely in their coverages, limitations, and exclusions.

A comprehensive policy generally covers the costs of ’round-the-clock nursing home care, including that given at custodial, intermediate, and skilled levels. The policy may also cover any expenses associated with assisted-­living residences provided that the facility is state certified. Adult day care centers are often covered, along with respite care, which is the temporary professional care you’ll need if your regular caregiver is on vacation. Policies may also pay for at-home care provided by registered nurses; respiratory therapists; physical, occupational, or speech therapists; registered dietitians; or licensed social workers.

Policies may also cover the cost of caregiver training for a family member or friend. Finally, the insurance may cover the cost of an independent health care professional, such as a registered nurse, who will act as your personal care consultant. Such a benefit gives you an objective person with whom you can discuss the quality of your care.

Insurance companies will require that you meet certain conditions before they issue the benefits. For example, they usually require that you be unable to perform certain regular daily activities by yourself, such as normal bathroom functions, bathing, dressing, and eating. Companies will also issue benefits because of cognitive loss as a result of Alzheimer’s disease, senility, and other forms of dementia. All of these requirements are explained in the policies.

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PARKING SPOTLIGHT PROJECT

GOAL! UNIVERSITY SUCCESSFULLY MARRIES PARKING AND SOCCER

By Tom Hutton

W

hen the University of Colorado Colorado Springs (UCCS) needed expanded parking facilities and athletic opportunities for its fast-growing student population, it found the answer in one place. In August 2014, UCCS opened the Alpine Garage and Field, a 1,234-space garage whose four stories of parking are capped by a soccer field that quickly became a favorite of students and local television stations because of its spectacular views of Pikes Peak.

“In parking, we all know that we don’t get a whole lot of positives,” says Jim Spice, executive director, parking and transportation services. “The Alpine Garage and Field is a notable exception. The soccer field offers one of the finest views of the city, and covered parking is a short walk to our newest on-campus residences and our recently expanded rec center.”

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Making it Happen A partnership between UCCS Parking and Transportation Services and Campus Recreation occurred because of similar goals and challenges. While UCCS has plenty of room for expansion (the campus currently occupies about 100 acres but controls more than 500), Spice refers to the campus as “topographically challenged.”

The 50-year-old campus backs to a craggy formation called the Austin Bluffs and has few flat areas upon which to build. Flat areas that were once used as parking lots quickly became building sites as the university expanded. During the past decade, UCCS enrollment grew by almost 50 percent as the campus transitioned to a campus with a mix of traditional high school to college residential students and commuter students, many of whom come to the campus following military service (Colorado Springs is home to six military bases, including the U.S. Air Force Academy). The average age of undergraduate UCCS students is 25; graduate students average 35 years.

UCCS is part of the four-campus University of Colorado System and was created on the grounds of a bankrupt former tuberculosis hospital in response to community demand. Initial programs focused on business and engineering to support the employees and dependents of a new Hewlett-Packard manufacturing plant. The campus now has six colleges and offers 39 bachelor’s degrees, 19 master’s degrees, and five doctoral degrees.

Challenges to campus building include unstable soil conditions and the presence of archeological sites.

Those realities meant taking advantage of a site slated for a parking garage to become a dual-purpose location.

The project took three years of planning and construction and required a student referendum for new fees.

The Facility In addition to a soccer field, the garage boasts several features designed to lessen its carbon footprint. These include a 40-kilowatt photovoltaic solar panel system, parking.org/tpp

LED lights with occupancy and daylight sensors, and four electric vehicle charging stations. Other features include the absence of a powered ventilation system.

The building is designed to take advantage of the area’s notoriously high winds to clear exhaust fumes. The soccer field is artificial and is filled with rubber made with recycled tires. It needs little maintenance and no water, a priority in semi-arid Colorado Springs.

The $23-million project is paid for through student fees and parking permit sales. State policy prohibits the use of general funds (state allocations or student tuition) for parking. Since its opening, the soccer fields are consistently booked by intramural sports teams. The opening was covered by local television stations, and one station installed a weather camera atop the field to take advantage of its views of the city.

Once opened, UCCS received complaints from neighbors near campus about the intensity of field lighting. In late 2015, new glare-reducing and energy-efficient LED fixtures were installed. The fixtures will reduce sports lighting energy use by more than 50 percent.

The idea of combined parking and athletic fields is catching on. A columnist for the St. Augustine (Fla.) Record wrote about the UCCS parking structure and wondered if a double-decker multi-use parking structure made sense for his and other land-locked communities.

“With the acreage in excess of the complex footprint that Francis Field would afford, it could be that concessions—such as the Rhythm & Ribs barbecue gurus—could set up adjacent the structure, leaving the top for the arts, crafts, and musical groups: a kinder, gentler mix for sure,” wrote columnist Jim Sutton.

TOM HUTTON is executive director of university communications at the University of Colorado Colorado Springs. He can be reached at thutton@ uccs.edu.

JUNE 2016 | INTERNATIONAL PARKING INSTITUTE

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IPI’S ASK THE EXPERTS

What’s the biggest reason novice parking professionals should be encouraged to participate in industry education and professional development?

Megan Leinart

Temitope Longe

Propark

Abu Dhabi Department of Transport

People who want to be successful in this industry should be well-versed in all areas of parking and transportation—design, management, operations, sustainability, finance, and more. Parking industry events provide the opportunity to learn from and network with the experts in all of these areas.

Dan Kupferman, CAPP Director of Car Park Management Systems

Walker Parking Consultants Twenty years ago I had a job managing parking. A PARCS technician, Dave Levesque, introduced me to the New England Parking Council, which introduced me to IPI. I didn’t know there was a parking community with magazines, conferences, seminars, etc. Thanks to education and professional development, I made parking my career. And look at me now—featured in Ask the Experts!

Specialist, Contract Performance

Parking affects all road users—drivers, pedestrians, cyclists. Therefore, an understanding of the ideology, social, economic, and environmental benefits of parking management (which can be obtained through participation in industry education and professional development programs) will serve to provide increased awareness of the industry and address myths that surround parking. Knowledge gained; no knowledge lost!

Maria Irshad, CAPP, MPA Deputy Assistant Director Houston Parking Management Division If your goal is success, you should absolutely engage in professional development.

You will positively affect your organization while gaining new skills and knowledge that translate to marketable skills and result in increased opportunities. It’s clearly a win-win for the employer funding the development as well as the novice who dedicates the time.

Jennifer Tougas, PhD, CAPP

Director, Parking and Transportation Services Western Kentucky University Unbeknownst to the majority of the world, there is an art and a science to running a professional parking operation. The parking industry is multi-disciplinary; it involves architects, engineers, accountants, human resources, lawyers, managers, technology and customer service experts, to name a few. The best way to reach the top of that learning curve as quickly as possible is to participate in professional development educational opportunities offered within the industry.

Have a question for IPI’s experts? Send it to fernandez@parking.org and watch this space for answers!

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

The opinions, beliefs, and thoughts expressed by the contributors do not necessarily reflect the opinions and viewpoints of the International Parking Institute or official policies of IPI.

National Director of Corporate Development

Did You Know Parking & Transportation * Make Up 41% of Non-Aeronautical Revenue?

Turn it into Profit!

Most airports today face competitive pressures and reduced revenues from airlines. It’s a constant challenge to make up for this lost income. One of the most effective ways is to expand non-aeronautical revenue sources.

Since the travel experience begins in your parking lot, it’s a great place to start. Parking and transportation provide huge untapped potential to enhance travel satisfaction and maximize non-aeronautical revenue – all at the same time.

Learn about the latest parking trends you can capitalize on!

View article at abm.com/airportparking.

For immediate consultation, call us at 866.638.3043. © 2016 ABM Industries Inc.

SHUTTERSTOCK / MASTER1305

Bringing the BEAST to customer service.

UNLEASHING 20

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By Vanessa R. Cummings, CAPP, M.Div.

HAVE YOU EVER BEEN PUSHED TO YOUR PARKING LIMIT?

Have you had customers call you by a name other than your own? Have you felt the need to snap some parking sense into a customer? Customer service is one of the key complaints received about parking, and feedback ranges from courteous and professional to rude and inconsiderate. Excellent customer service is key to building positive relationships with our customers. Realizing that many negative comments stem from face-to-face interactions with parking professionals, it is important that those interactions be good ones.

This is true whether you work in the office or in the field. Customer interactions run the gamut from visitors needing directions, to drivers who need motorist assistance, to those who have received tickets. It is important not to jump to conclusions that everyone out there is “up against� you. If you are predisposed to that mindset, your interaction will start that way, primarily because you approached it on the defense. However, if your mind is focused on the fact that every interaction is an opportunity to serve, you will naturally be more kind, listen more, and respond with a positive tone.

When interactions are headed the wrong direction and not going well, you need a resource to call upon. Enter the parking beast! Yes, I said beast. Next time someone tries to take you to your frustration limit, you give them the customer service BEAST. Who or what is this beast? The beast is a process for you to put into practice every day, especially in difficult or unusual situations or when someone tries to take you over your limit. The beast is nothing for you or your customers to fear; it brings a higher level of customer service to those customers on whom you may initially want to breathe fire. You will find that the beast should keep you from escalating the situation, help you de-escalate it, and show the customer that you know how to stay calm, even in stressful situations.

The beast is a process for you to put into practice every day, especially in difficult or unusual situations or when someone tries to take you over your limit.

G THE BEAST parking.org/tpp

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Introducing the BEAST

Exhale slowly.

Slowly take a deep, therapeutic breath in. This allows you to gather yourself, suck it up, and begin to clear your mind. Think about when people have pushed you to your limit—your breathing usually changes, and as a result, you may find yourself tensing up and breathing rapidly. A slow, deep breath will allow you to begin to control your breathing and may prevent your blood pressure from making a quick rise. It also occurs as a natural result because when you are about to lose your temper, you often take a quick deep breath so you can say everything you want (or sometimes just feel the need) to say. However, the slower you inhale, the more control you gain of yourself because you are focusing on your breathing and not what just occurred or was just said.

Breathing in is directly related to the next point that goes hand-in-hand with your survival and your health.

Exhaling slowly only occurs when you take control and pay attention to how you are breathing. Slow exhalation allows you to cleanse the negative energy and thoughts and release the stressors you just inhaled.

Slow breathing should reduce the rapid-fire, knee-jerk response and allow you to begin calming yourself. As you are exhaling, begin to focus on a solution to the situation at hand and not the person or words spoken.

You may end up with the BEBEBEAST because you may have to do the first two steps two or three times. Repeat the first two steps as many times as you need to so you know you are in control of your breathing, and then move on to “A.”

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Adjust your attitude and perspective.

When someone has said or done something that does not sit well with you, your first response is often not the best response. Adjusting your attitude and perspective allows you to focus on problem resolution and not the person or his or her issue. There are people who will try to get a negative reaction from you to use against you to try to avoid responsibility for their actions. Remember, you are the parking professional so you are held to a higher standard. “Professional” means you maintain a level of maturity and respect even when disagreements and conflicts arise.

Adjusting your attitude and perspective requires you to consider: What if you were in the customer’s situation? How would you feel or react? Was the signage clear? What did he or she just say to you? Did the person try to do the right thing? Was he or she truly confused? What if that customer was your spouse or child? How would you want him or her to be addressed?

These questions should provide a reality check and open your mind to viewing the situation from a different perspective. That view should also result in an attitude adjustment (if you were headed the wrong way).

The right attitude and perspective should provide you with an appropriate response that will educate and uplift, not hurt. If you want to snap back, you should reassess and come up with a courteous response that could also help the customer to learn how to avoid the negative situation or adjust his or her attitude the next time.

SHUTTERSTOCK / MASTER1305

Breathe in.

Smile internally.

Talk to the Person.

Before you speak, put a smile in your mind and a pleasant look on your face and remove any scowls or frowns. By smiling internally, what you say and how you say it should be much kinder than if you appear indifferent.

Typically, a smile will alter the tone and tenor of what you say. Do not smile at the person as if you are happy to hand him or her a $100 ticket or look as if he or she should be happy to get a ticket. Remember to imagine yourself or your family member on the other end of the interaction.

A sincere facial effect conveys to the receiver that you are concerned about him or her and his or her situation, that you take him or her seriously; and it conveys respect.

Respect goes a long way in customer service.

Talk to the person, not at the person. Some people who have been mistreated by customers perceive situations as what they are up against. If your mindset is that you are up against people and situations, you will address those situations more defensively.

Those who are up against something feel a need to rebel, respond, and take charge of the situation.

As a parking professional, you should not approach the situation as being up against anyone. You provide a service to people who have chosen to use the service. If you want them to return and do things right the next time, you should talk to them in a manner that is welcoming, even when you may have to tell them “no” to cancelling their ticket or allowing them to park illegally. Again, place yourself on the receiving end of the interaction and how you would like to be addressed.

VANESSA R. CUMMINGS, CAPP, M.Div., is supervisor of parking, facilities management, at Columbus State Community College.

She can be reached at vcumming@cscc.edu.

parking.org/tpp

Unleashing the BEAST Breathe in.

Exhale slowly.

Adjust your attitude and perspective.

Smile internally.

Talk to the person, not at the person.

As you begin to think about bringing the BEAST, remember that customer service is just that: service. To serve implies doing something good to aid someone else. Writing tickets may not initially be understood as something good to the recipients, but those whose opportunities to find parking are improved appreciate the services provided.

Most people who have contact with parking professionals have questions and need information; they are not coming to complain or ask for favors. When that perspective is realized, the parking professional should bring a different and more positive approach to parking. If that is done, then your approach to those who are less than happy should reflect the parking beast and not a frustrated parking professional.

Imagine your staff wearing shirts that say, “Ask Me about the Parking BEAST!” It will provide a great opportunity to talk positively about parking and teach folks the rules before they park. Now, take the parking BEAST (or, if necessary the BEBEBEAST), with you, and enjoy your job and the people you serve!

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By Gloria Gallo, CAPP

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PARKING

Leaving the Desk

Looking for insight into your parking operation?

Spend a day with a frontline professional.

AS EXECUTIVE DIRECTOR OF THE FORT LEE, N.J., PARKING AUTHORITY (LPA), I find it critical to spend time out on the street with my employees from time to time to get an idea of the issues they encounter on a regular basis. I have come to realize this practice not only benefits me as the director, offering insight into the positions and enhancing my own awareness of what goes on between my employees and the general public, but more importantly, it gives my officers a sense of worth that the agency they work for is interested in knowing firsthand about that part of the operation—the issues they encounter, how they handle disputes, and other complications. This also gives the employees the opportunity to demonstrate how well they do their jobs—or not.

ILLUSTRATIONS BY R_LION_O / SHUTTERSTOCK

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PARKING In most cases, I have found officers are eager to share all they know and are more than open to suggestions to resolve their dilemmas. They are happy to show me how much I am missing sitting in my office on the phone or at meetings. I have found going out on the road with my officers here and there to check on equipment performance, defuse a specific situation, or to determine why summonses are down/up, etc., is not really enough. It has become apparent that there is still much more going on and much to be learned by being out there in that day-to-day environment in the capacity of the officer.

This experience has given me an incredible amount of valuable knowledge.

Because most people do not recognize all the services some parking authorities provide to their communities, these agencies are only looked upon as the ticket-giving departments of municipalities. As we all know, parking enforcement officers (PEOs) meet all kinds of controversy out on the streets, and how they act and react has a tremendous effect on the public’s perspective of the authority, both structurally and politically.

Parking enforcement officers are the face of your agency; that realization becomes clear when people come into your office and complain about a citation they received and are upset about the officer’s behavior, whether founded or unfounded. The public groups together the director and the entire staff in their unique perspective of an unsettling experience. Directors find themselves needing to be diplomatic and understanding of the public’s side of the story while needing to support

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the officer’s decision on how the situation was handled, even though the director was not there, has no idea what was said back and forth, and may not even be familiar with such incidents. However, directors can get a better feel for the overall picture and what staff approaches should be during controversy when they have had firsthand experience on the road dealing with the public.

The Battle Everyone deserves to feel appreciated and respected for the job he or she does. One thing I have learned from witnessing the backlash an enforcement officer gets from some members of the public is we have to be thickskinned. People can be cruel when they feel they have been wronged, and that’s when the battle begins. There are so many excuses used, and some are legitimate, but most are not. The public is also under the impression they can dispute and correct any misunderstanding or errors right there on the street. Some get so angry they spit, tear up their tickets and throw them in our faces, and then scream out a number of commonly used expletives. Parking officers must really step back and remove themselves from these types of situations, both physically and emotionally.

Many people are simply uncomfortable with the presence of a parking officer, even when they are not in any violation. Just seeing an officer walking down the street checking meters annoys some enough to call out or to go running to the officers to make sure their vehicles are safe from ticketing. As a firsthand observer, the director gains a whole new respect for the job these employees do.

Getting Heated A lesson from my days shadowing staff on the street: Officers generally welcome guidance in dealing with heated disputes. We might take for granted that our people would deal with the public accordingly, but it can be quite difficult to maintain composure in the midst of some intense situations. The ability to defuse a situation that becomes chaotic is an essential tool necessary for the officers’ effectiveness, as well as their safety. As a group, which includes members of the administrative staff, I find it invaluable to discuss these matters and share experiences and methods that work and don’t work. Both types of methods are equally important to examine. It would be advantageous to any agency to enroll its officers in professional training seminars that focus on the dos and don’ts of enforcement confrontations.

On most days, extreme confrontation is not the norm.

However, another issue that becomes a challenge is “to summons or not to summons.” Setting written policy is always best, but there are those exceptions that may not be covered in the overall guidelines. The practice I find most effective is to let my employees know that if they are in doubt, don’t sweat it out. It is OK to let a ticket go rather than issue a summons that was written in error.

I find it is more beneficial to instruct my employees on methods of improving their good judgment than to suffer the wrath that may follow erroneously written tickets.

Everyone makes mistakes, but we can all learn how to implement effective practices when we take the time to stop and think, put ourselves in the place of motorists, and then make educated decisions, for example. This is a very effective method when dealing with the issue of insufficient signage.

In Court Meeting with the general public in court is where officers say they get the chance to present themselves in a different light, so to speak. This is the place where they are in a structured environment, and they have documentation and photographs to support their summonses. Not only does court allow them to prove their case, but also on a more positive note, they feel it gives them the opportunity to talk to the individual in a more reserved environment. Here, they can actually sit down with the person and discuss the options. The officer also has the court’s legal representation available for additional support and/or guidance. Another important factor is the good working relationship the officers have with the prosecutor. Observing proceedings lets me see there is a mutual respect between both parties that allows the process to work through quickly, efficiently, and favorably for all involved. parking.org/tpp

Our authority uses PATS, a real-time, automated ticketing system tied directly to the administrative office of the courts in Trenton. Officers’ training in the care and maintenance of their equipment is critical; they cannot work without it. Learning what their needs are for the proper upkeep during a day on the street was highly beneficial, and I learned about challenges such as batteries not recharging, data not downloading properly, printers skipping and not printing the summonses properly, and other miscellaneous malfunctions.

Normally, the officer would report these types of issues to the help desk. Stepping in and reaching out to the state from the director’s desk makes a difference in the response time in comparison to the help desk calls that are made by the PEOs. This is one approach to taking action in keeping our equipment up and running with less downtime.

Fort Lee’s northern location during the winter months only adds to the already challenging job of working out in the elements, not only with equipment freezing up at times, but because parking enforcement officers are also burdened with having to walk in the ice and snow and determining whether a person can get to the meter to pay or not because of the weather.

I was pleased to find out my officers were not taking advantage of the situation by lessening their efforts but, on the contrary, were frustrated they could not do their jobs effectively.

In the past, they offered to work with our maintenance department to clear the snow from high-occupancy metered areas. Of course, bad-weather winter months result in fewer tickets, loss of revenue, and many unproductive workdays. Believe it or not, the officers are as concerned about the stability of the authority as I am and expressed their desire to do their part in the continuation of keeping our agency a vital part of the community.

Being out in the field learning about my agency’s operation from a parking enforcement officer’s perspective was an invaluable, enjoyable, and eye-opening experience. There is so much more to these employees than the public believes. They are sharp, eager to do a good job, work independently, and so appreciated the time I spent with them as they were happy to “train” me in the practices and manner in which they conduct themselves in their day-to-day work ethics. They educated me in many ways, not just in how they are able to follow policy set before them but also in the personal way they journey through their days and how they make decisions based on their integrity. We are fortunate to have such a dedicated and enthusiastic parking enforcement team.

Kudos to the FLPA crew!

GLORIA GALLO, CAPP, is executive director of the Fort Lee, N.J., Parking Authority. She can be reached at gloriag@ fortleepa.org.

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PASSING THE BATON Raising the Next Generation of Parking and Transportation Leaders

By Monica Tanksley

HAVE YOU EVER WATCHED A TRACK AND FIELD RELAY RACE? As the lead runner on each team runs the first part of the race, the next runner gets prepared.The runner anxiously times his or her teammate’s arrival and begins running before the lead runner has overtaken him or her.

A relay race is won in the exchange of the baton. The runners must transfer the baton in an exchange zone; if they fail to make the exchange in this zone, the team is disqualified. The crucial moment arrives, and the lead runner surrenders the baton to the next runner. Even the smallest hesitation or miscalculation can cost the team the race. the parking and transportation baton has to be passed on to this generation. It’s inevitable. If we fail to pass on our resources and industry knowledge to the next generation’s up-and-coming men and women so they can run their leg of the race, they will be stranded at the starting block without a baton.

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SHUTTERSTOCK

The new generation of parking and transportation leaders is ready and waiting in the wings, and

Intentional Mentoring

Passing It Along We must develop, train, and mentor young parking professionals so they can develop, teach, and train other young men and women to succeed them from generation to generation. It is critical that we develop the next generation of parking and transportation leadership. If we lack the sensitivity, readiness, and willingness to train them and pass the baton, we fail to groom our future parking and transportation leaders. Gloating over our own accomplishments and not wanting to grandfather the next generation into the field because we fear this group might be more talented than us is failing to ensure successorship.

Mentoring is nothing more than a relationship through which one person empowers and equips another. Some important factors that may hinder the transfer of the parking and transportation baton are: ●● Poor mentoring procedures. ●● The lack of intentional mentoring. ●● Incorrect/wrong mentoring.

We may tend to lack proper mentoring methodologies and procedures, and that leads to a poor quality mentoring. Proper mentoring should be a prerequisite in development of our leaders-to-be. The parking and transportation industry has a great need for well-prepared, properly trained men and women to follow in our footsteps. parking.org/tpp

We may also tend to skip intentional mentoring—we lack a deliberate strategy to prepare our successors. We mentor informally without a purposeful and focused strategy plan to train our trainees. We train passively or occasionally from a distance, being casual, informal, and with a lack of supervision. We allow younger staffers to tag along with us and observe and learn on their own in the hopes they will pick up on accountability and reliability. As we all know, that doesn’t happen accidentally, so we need to change the way we teach on the job. We must mentor intensively with discipline, guidance, and coaching. We must manage our relationship while being focused and organized.

Good mentors produce good successors. When mentoring is unstructured and ineffective, our successors will not be well-prepared or secured. It’s imperative we invest in them. A good mentorship is intentional and intensive and provides the right environment for potential leaders to rise up to their own place of influence. Weak, casual, non-focused, or disorganized mentoring is damaging.

When passing the parking and transportation baton, we must be focused and goal-oriented. We must give our trainees a sense of direction and bearing as well as a directed vision and mission.

There must be a plan, a strategy, and supervision. We must invest as well as instruct.

We also should be careful that as mentors we don’t have a short vision, an over-domineering spirit, or become too busy to find the proper time to train. As senior staff, we must pass the benefits of our experience on to our successors.

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Determining our Legacy Before we pass the baton, however we first must make sure there is a baton to pass on and that the baton is not dropped. How can one pass on a baton if it’s not there to pass, if there is no legacy or vision to pass on or leave behind? We must ask ourselves several vital questions to be sure the baton is passed: ●● Do I have a next man or woman in line? ●● Am I serious enough to prepare him or her? ●● Do I have a plan to develop him or her? ●● Am I willing to invest time in him or her?

If the answer to any of these questions is no, the baton will not be passed.

We must be able to see the potential in our up-and-coming leaders, tolerate their mistakes, be flexible in handling their failures, have patience when time and experience are needed, and encourage and build our co-workers up when they fall along the way.

MONICA TANKSLEY is special events manager at the University of Rochester.

She can be reached at mgayton-tanksley@ parking.rochester.edu.

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We must know how to secure young men and women into the industry and propel them into their rightful places as leaders. There are several ways we can properly pass the parking and transportation baton successfully on to the next generation. We can give people proper apprenticeship training, provide the right climate for their development, empower them, and—most importantly—believe in them!

Parking and transportation’s future will be digital.

Working digitally will require managing digitally. Parking and transportation apps will be routinely used in everyday business operations and in every aspect of running a parking and transportation organization, from leadership development and recruitment decisions, to wage and benefit incentives. It is for this reason we need to look for what I call altrocentric leaders to lead.

What is an altrocentric leader? In past generations, leaders were categorized as egocentric—they used power and formal authority to get the job done and commanded results. Altrocentric leaders, on the other hand, keep their egos in check and view themselves as part of a greater whole of the organization. They take satisfaction in their team members’ accomplishments and in being productive team players themselves. They

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

understand the nature of their leadership role and have an empathetic ability to attract, retain, and motivate the diversified and highly independent workforce of the future. They are not the “do as I say and say as I do” leaders of the past. Altrocentric leaders possess emotional intelligence, self awareness, and self control.

They have the influencing skills future leaders will need to thrive in the ever-changing and challenging parking and transportation organizations of the future.

Going digital will demand leaders who aren’t afraid to learn from their younger colleagues. Although technical skills will be a prerequisite in this digital era, how the potential leaders apply their skills and experience to influence and lead groups when it’s time to hand off the baton will be key to their success.

We must be able to see the potential in our up-andcoming leaders, tolerate their mistakes, be flexible in handling their failures, have patience when time and experience are needed, and encourage and build our co-workers up when they fall along the way.

As coaches, we should focus on our employees’ hidden potential and strengths, persistently urge them to anchor themselves, help set their direction, and provide motivation, skills, and applications that meet the upcoming challenges and tasks that lie ahead.

Building Confidence Our basic functions as coaches should be to impart confidence, skills, and knowledge to the next generation.

We should motivate them to bring out the best in themselves and model our principles and values. We should observe our leaders-to-be in action while evaluating them and giving them feedback. We must teach them to have patience and time, be accountable, and accept responsibility.

There are certain qualities, however, that we must expect from those in whom we are investing time and effort. We should demand a standard from our potential leaders. They must be focused and determined to push on and come up. They must be disciplined to rise to a position of influence; not being disciplined can result in a downfall.

Unfortunately, we can’t turn back the clock. We can’t start over. We can’t insulate the new generation from the effects of the supply and demand of parking and transportation needs not being met. We can, however, transfer our parking and transportation industry morals, wisdom, values, and etiquette to the next generation.

A good leader doesn’t pass the baton too soon. A great leader does not hold on to the baton too long. Learning how to pass the baton neither too soon nor too late is an art. It is an art that must be rehearsed because both the giver and the receiver need lots of practice!

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OPINION

O

N AN OLD EPISODE OF “PARKING WARS,” a Philadelphia parking enforcement officer (PEO) walked solemnly back to his vehicle as an irate parking violator hurled such vulgar profanity in his direction that mandatory Federal Communications Commission bleeping was required. In another episode, a citizen constantly yelled at an officer to get out of her neighborhood and go get a real job. Citizens are frequently shown verbally abusing the PEOs.

As a parking enforcement manager, I watch the show sporadically but know this is the type of behavior my team is subjected to every day, sometimes several times a day. I want to step into these television scenes and educate these citizens. PEOs are just like everyone else: hard-working citizens attempting to do their jobs to the best of their ability. More importantly, PEOs offer intrinsic values to the communities they serve in very tangible ways.

Agents of Commerce PEOs are agents of commerce. Parking enforcement is defined as the management of on-street real estate in municipalities—parking spaces. Usually, this real estate lies in the busiest part of the municipalities or cities, sometimes called a central business district. The businesses in this area are supported by the parking spaces.

Customers must have access to these parking spaces to patronize these businesses.

COMMUNITY

SHUTTERSTOCK / POZDEYEV VITALY

By Natasha Labi, CAPP

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THINKSTOCK / JUPITERIMAGES

ASSETS

The intrinsic value of parking enforcement officers to their neighborhoods.

parking.org/tpp

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Crime Deterrents

NATASHA LABI, CAPP, is manager with ParkAtlanta. She can be reached at natashalabi@gmail. com.

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PEOs serve as trained additional eyes and ears for local police in the fight against crime. Crime is a threat to citizens, businesses, municipalities, and commerce as a whole—people generally shy away from doing business in neighborhoods they feel are unsafe.

In most municipalities and cities, reduction of crime is a high priority, and enforcement departments have ongoing efforts to reduce high crime rates in the communities they serve. Some of the efforts have centered on increasing the number of enforcement officers on the streets.

Consider Atlanta, where privatized parking enforcement initiatives have increased the actual number of city police officers on the street. Off-duty and retired Atlanta Police Department (APD) officers are employed by the privatized enforcement agency, increasing the number of law enforcement personnel on the streets at no additional cost to the city. While their main focus during those hours might be enforcing Atlanta’s parking enforcement laws and ordinances, the APD officers enforce all laws while they’re out. These officers have assisted in everything from the capture of bank robbers

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Parking enforcement is defined as the management of on-street real estate in municipalities— parking spaces. to routinely providing additional traffic support to major Atlanta events such as the Chik-fil-A Bowl and March Madness competitions.

Because these APD parking enforcement officers are very visible, they may serve as deterrents to crime also.

In enforcing parking laws and ordinances, these officers are enforcing beats on the streets. This provides a very community-oriented type of enforcement.

Atlanta also hands some community enforcement to non-sworn officers—lay people trained to provide parking enforcement services. When a crime is committed, these non-sworn officers are able to use their constant radio communication to get a quick response of all enforcement officers in the area and be a source of information.

These officers have become very knowledgeable about the city’s citizens and businesses.

PEOs are also involved in the war on terrorism. State and local governments are tasked with the responsibility of providing homeland security strategies for their citizens. This strategy also emphasizes the importance of planning, equipping, training, and establishing programs to minimize damage from potential attacks.

As frontline enforcement employees, PEOs assist in first-responder efforts.

They are constantly on city streets with radio communication. Formal training is given to PEOs in many cities and municipalities. PEOs are trained to identify anomalies in communities and especially on the streets of their neighborhood noticing things such as an unmarked van parked inconspicuously in an alley of a government building. The PEO is able to notify police via radio communication immediately. Being part of the enforcement environment allows PEOs to truly serve the community.

THINKSTOCK / HOTROD7 / RONFROMYORK

More turnover of parking spaces equates to more potential customers for the business owners.

PEOs manage the turnover of parking spaces.

Customers consider accessibility and parking in a city not as a perk but as a commodity that has to meet certain standards. Most municipalities and cities have put into place parking laws and ordinances to meet these standards. There are parking time limits to maximize the value for business owners by ensuring the efficient turnover of the spaces. More turnover of parking spaces equates to more potential customers for the business owners. PEOs manage the turnover of parking spaces.

If a vehicle remains in the same parking space without proper payment, it prohibits other potential customers from visiting nearby businesses and spending money there. The PEO monitors these spaces and cites violators. The revenue from these violations and other parking revenue help finance other municipality and city-budget items. During the recent economic downturn, parking revenue was a dependable stream of finance for municipalities and cities, which led to the reduction of parking surcharges in several major cities. Thus, PEOs are agents of commerce in the communities they serve.

Ambassadors PEOs serve as ambassadors to their communities. Every municipality and city wants to attract visitors and their dollars. These visitors may range from the surrounding suburbanites on a rare trip to the big city, to the tourist in town for the big game or concert, or the businessperson in town for a convention. These visitors are valuable sources of commerce for the local economy and can translate into big business. Thus, it is critical for visitors to have a positive experience.

PEOs are commonly the first contact for these visitors.

The PEO is out there enforcing, walking the city streets in an official-looking uniform. The visitors are naturally drawn to the PEO in times of confusion in a strange new city. PEOs become the frontline employees with the ability to help the visitor have that positive memorable experience. If the visitor has a memorable experience, it is more likely he or she will return to the city and share the good time with family and friends. Thus, PEOs are true frontline ambassadors for municipalities and cities.

It is imperative that the frontline parking enforcement officer be equipped with excellent customer service training.

Most municipalities and cities have training programs that include the basics: how to greet customers, listening to customer needs or problems, confirming understanding, using

positive language, dealing with angry customers, and the importance of having welcoming body language and tone.

Parking enforcement customer service training should also incorporate specific knowledge of the area. PEOs should know directions to the city’s major streets, tourist attractions, banks, and restaurants. Some municipalities and cities have even taken customer service training to another level by offering customer service certifications.

These certification programs offer common standards of customer service knowledge and practices in which local municipality employees and businesses participate. PEOs, using customer service training, share their knowledge of the city and or region, answer frequently asked questions, and deliver a positive experience for the visitor. PEOs serve as ambassadors of every municipality’s and city’s goal, promoting the city as a great place to live, work, play, and visit.

Every day, television shows like “Parking Wars” portray angry parking customers yelling obscenities at a PEO as the officer issues a citation. They don’t realize that as an agent of commerce, the PEO manages municipalities’ and cities’ most valuable assets—real estate. As parking enforcement managers, we should remind our officers of these values to empower the PEOs’ sense of job performance, job satisfaction, and pride in serving the community.

Be a Parking Super Hero Permits. Distribution. Software.

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e. sales@rydin.com | p. 800.448.1991

parking.org/tpp

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a new

I

PI has a new online look, but our new website is far more than just a costume change. When IPI staff and the Board of Directors made the decision to launch a new website, we focused on a number of key elements that required change from the ground up. The design of the new site was what marketers might call a “white paper” or “blue sky” enterprise. What that means is we chose not to update or review our existing site and make incremental changes. It means that we started with a blank page to build a new mobile-friendly resource for members and the industry alike.

The Heart of the Site The Resource Center is a living, changing, ever-­growing database of articles, blogs, publications, events, and more. We sought to build the most content-rich resource possible.

Looking for that The Parking Professional ar“Content is ticle on green walls from anything that awhile back? Or that blog adds value to the post on self-driving cars? reader’s life.”

Go to the keyword search —Avinash Kaushik, box and type away. If you Google prefer, you can add specifics and search by content type (articles, blogs, and more). Searches will reveal not only the full text of the article but also a downloadable pdf version and the ability to immediately email, share, and print.

BASE IPI builds a new website for members and the parking community.

By Rachel Yoka, CAPP, LEED AP

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We did some of the searching in advance for you, as well. Categorized by major topics in our industry, you can select a topic and browse the most recent additions in the following areas: ●● Certification Programs. ●● Consumer Resources. ●● Education & Training. ●● Finance. ●● Frontline. ●● Management & Human Resources. ●● Operations. ●● Parking Matters®. ●● Planning, Design, & Construction. ●● Recognition & Awards. ●● Regulatory Environment. ●● Research. ●● Safety & Security. ●● State & Regional Associations. ●● Sustainability. ●● Technology. ●● Transportation & Mobility.

The blog is now “A blog is only as embedded right in the interesting as the interest IPI website and gets shown in others.” home page real estate in our front page feed.

—Lee Odden, “Optimize: How to Attract and Engage If you haven’t signed More Customers by up yet, now is the Integrating SEO, Social Media, time—look for daiand Content Marketing” ly posts throughout the week to keep you talking about the issues that matter. Same terrific and up-to-date information, with even greater visibility and frequency.

But wait, there’s more! Our members are the most active in the business—and we know you have a whole lot to say. IPI wants to hear directly from you so we made it as easy as we could. Membership has its privileges, as they say, and all members are encouraged to submit blog posts and join in the conversation. Blog posts should be 150 to 200 words on a relevant topic, event, or news story and can be easily submitted online. When you decide to blog with us, think short, sweet, and informative. We can’t wait to hear what you have to say.

To sign up and submit your blog post, check out any footer page of the website or go to parking.org/blog.

Your Personal Planner

Blog All About It The Parking Matters® Blog launched in 2012 featuring the voices of our industry and publicizing the great work done by parking and transportation professionals worldwide. Utilized by media and parking pros alike, the blog platform provided members with the latest on the industry and the trends that will shape our shared future. This resource continues to do so on our new platform.

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If you are a planner, you know that everyone loves a good calendar. (And if you don’t have the planner gene and prefer to go with the flow, we’ve got you covered, too.)

The calendar provides links and registration information for all IPI conferences, events, and trainings, as well as state and regional “You can make more friends association events. These in two months by becoming events include all schedinterested in other people uled educational opportuthan you can in two years nities, including webinars by trying to get other people and face-to-face trainings. interested in you.”

Plan ahead to make sure — Dale Carnegie you make the most of your 2016 (and beyond)!

Education is not the filling of a pail, but the lighting of a fire.

There’s a lot to offer a parking pro Education and professional devel(or newbie) here so we encourage you —William Butler Yeats opment is the hallmark of IPI. Our to discover the kind of education that mission is to advance the parking prois the best fit for you and your team. fession, and the most critical component of that mission is to advance parking professionals Engage and Reap Big Rewards themselves through numerous and varied educational IPI is a big community with big member benefits. Many opportunities to foster individual growth and development. of these are built right into parking.org. Members can It’s a lofty goal, and we are up to the challenge. pitch articles and submit blog posts, as well as share IPI provides a depth and breadth of training that news releases about their companies and the industry. is unmatched in the industry—and we know it’s a lot Members and subscribers to The Parking Professional of information. One of our primary goals was to make have immediate access to all issues and articles in a new sure members and colleagues have the many tools and format for online access. To see the latest, log in to your resources at their fingertips (or their laptop, tablet, or account and navigate to the magazine. smartphone). So we wanted to provide you with a brief Industry and member news feeds are “IPI is all about its members— outline of the very dense and resource-rich pages that right on the home page. If you would like it’s a big community with big talk about professional development. to see your organization’s news front and ideas where members are Professional Development includes: center, visit parking.org/submitnews. always willing to assist others.” ●● Accredited Parking Organization (APO).

Do you have a request for proposal —Kim Jackson, CAPP ●● Awards & Recognition.

(RFP) or request for qualifications ●● CAPP. to publicize? Visit parking.org/rfp to ●● Education & Training. post and get greater visibility for your As you can imagine, each of these topics is chock-full upcoming project. Are you looking for the best talent in of information, enough to fill many magazine editions the industry? Navigate to parking.org/careerhq to post and too much to print here. To give you a taste of the a position and find your next rising star. information available, here’s a sampling of what you will find when you go exploring Education & Training: ●● Annual Conference. With more than 50 education sessions and informal learning opportunities, as well as face-to-face CAPP point classes, this is the most intense (and productive) week all year to amp up your expertise and knowledge. ●● Online learning. Did you know IPI has invested in one of the best online learning programs on the market?

From here, you can access multiple self-paced CAPP point and CEU offering courses for you and your team, especially those new to the industry. Selections include the following, with more on the horizon: Tips and Tricks ●● Conflict Resolution. ●● Did you know that our Board of Directors has su●● Customer Service. perpowers? Do you know who has the ability to do a ●● Foundations of Finance (NEW) cartwheel better than any other non-YPIP? Get to know ●● Introduction to Parking. your board (and our staff ) just a little bit better in the ●● On-Street Parking Management.

About section (at the very top of the site). ●● Parking Enforcement. ●● Make parking.org a favorite on your browser of choice. ●● Sustainability in Parking.

Most sites perform best on Firefox and Chrome, and ●● Technology Trends in Parking. we recommend these browsers to get the most out of ●● Onsite Courses. Choose to bring IPI training right to your browsing time. ● ●

your office and elevate your entire team, or participate Subscribe to the IPInsider, our biweekly newsletter, in regularly scheduled trainings, offered in a variety of and the blog. Delivered right to your inbox, this quick step will save you time and keep you up to date. locations. Courses include: ●● Conflict Resolution. ●● Be your own content marketer and build your personal ●● Customer Service. brand—when you see a post that made you smile or RACHEL YOKA, ●● Media Training. read an article that opened your eyes to a new trend, CAPP, LEED AP, is ●● Parking Design, Maintenance & Rehabilitation. share it on Facebook, LinkedIn, or Twitter.

IPI’s vice president for ●● Parking Enforcement. ●● Keep us posted, and share your feedback—this is your home program development. ●● Tactical Communications. page and your organization. We’ve received great comments She can be reached at yoka@parking.org. ●● Green Garage (now Parksmart) Assessor Training. and ideas so far, so please keep them coming!

The Hallmark of IPI

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g n i m o c Be

ISTOCKK / YOGYSIC / ALENGO

battle d n a o r e h a super o t n mware. i o s m r n o a f r s ) n s a u How to tr vil (and dangero back e

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By Kyle Cashion

C

OMPUTER VIRUSES have long been a problem. Initially, they were often developed simply to cause havoc and

give their developers some malicious entertainment. Today, however, computer viruses are more likely to pose a serious threat because computer-savvy criminals have figured out a way to profit from their efforts. Large and small businesses, individuals, and municipalities have fallen victim to a new kind of attack known as “ransomware.”

Ransomware, as its name indicates, encrypts your files or locks you out of your computer until you pay a ransom. Often the extortionists demand to be paid in an untraceable electronic currency known as bitcoin. Once the ransom has been paid, sometimes the criminals send the key to unlock your files and sometimes they don’t.

Several major hospitals were recently forced to revert to paper patient records after their corporate systems were locked by ransomware.

Similarly, a parking operator with more than 100 locations had its monthly parker records encrypted, and much information was lost.

Officials of the city of Plainfield, N.J., found themselves locked out of 10 years’ worth of memos and documents, and Detroit’s entire city database was locked by malicious software.

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Shields Up There are internet services that offer their opinion of whether a website is safe to use or not. Search for “reputation services malware” to find several companies that offer analysis of whether a website is a known host of ransomware or viruses.

Finally, teach employees to scan all attachments with antivirus software before opening them. Antivirus software, at least at the moment, is not tremendously successful at catching ransomware, but the situation is improving. Regardless of whether it detects a ransomware attack, scanning attachments will often stop other viruses.

Don the Costume

Avoiding Kryptonite

The most important protection is training your employees: Teach them not to click links or open attachments in unsolicited emails and to beware even of emails that appear to be legitimate. Before clicking a link, they should always check to see where the link will actually take them. Most email clients display the destination, known as a URL, most often at the bottom of the client or browser screen. If the URL doesn’t match what you expect, assume it’s a trap.

Teach employees not to enable macros in attached documents. One malicious program, known as Locky, is transmitted as an email attachment. The email advises you to enable macros if the data in the document don’t look correct. However, the macro actually downloads the ransomware, which then encrypts your files and demands payment.

In addition to employee training, there are several technical protections that your organization should employ: ●● Use a script blocker in your web browser so websites can’t run scripts in your browser or download programs unless you allow it. NoScript is a popular add-on for Firefox, and there are several popular blockers for the Chrome browser. Script blockers may be a bit of an annoyance until you build up the whitelist of sites that you allow but are well worth it for the trouble they prevent. ●● Configure your email server to block dangerous types of email attachments, such as program files (those with an extension of .exe, .com, and .bat) and password-protected .zip files. Be certain your blocking software checks the actual content type of the attachments, not just the file type as indicated by the extension on the file name. ●● Keep your operating system, antivirus program, and

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ISTOCKK / YOGYSIC

According to the FBI, the Bureau received more than 2,400 complaints concerning ransomware in 2015; it is suspected that most victims don’t bother reporting the crime. The threat is so serious that the U.S. Department of Homeland Security and the Canadian Cyber Incident Response Centre recently released a joint alert (TA16-091A) to help educate the public.

Ransomware is often spread via malicious attachments to an email, but a computer may also be infected by visiting a website. Ransomware attacks on smartphones are not yet common but do exist. These devices are most often infected when the user opens an app that pretends to be helpful but actually contains malicious programming.

Train employees to use a healthy sense of skepticism before clicking any “You’ve got to see this” or “You won’t believe this” link. These are called clickbait, and malicious websites often lurk behind them.

The most important protection is training your employees: Teach them not to click links or open attachments in unsolicited emails and to beware even of emails that appear to be legitimate.

firewalls patched with the latest updates. Your operating system and antivirus software should be allowed to update themselves automatically. Manufacturers regularly post updates to address newly discovered security threats. ●● Restrict users to be able to access only the parts of your corporate servers that they need to do their job. Often in a small to medium-size business, it’s easy to simply grant users access to the entire server rather than the drives and folders they actually need. Only the portion of a server that the user can see is in danger of being infected by them. ●● People who work as administrators for your server should have two logins: one for tasks that require administrative access and one for regular work. Only use the administrative login when doing something that absolutely requires it. ●● Use strong passwords for logins. There is some debate about the effectiveness of changing your passwords often, given that people tend to repeat the same patterns in their passwords. However, there’s no doubt that using a strong password (at least eight characters, including upper and lower case letters plus at least one number and a special character) makes it much more difficult for your systems to be compromised. ●● Restrict physical access to your servers. Ransomware and viruses can be spread to a computer simply by inserting a thumb drive (USB stick) into one of its ports. ●● Consider restricting employees to using only work-related websites from work devices. This is often controversial, but a work computer is the property of the company and its use should be covered by your employee handbook. It is also possible to configure your firewall to prohibit connections to sites that are suspected of delivering malware. ●● Require that employees who bring their own computers from home must use the company-approved antivirus software and ensure it is up to date.

Heroes Back Up It is impossible to overstate the value of backup and recovery plans. If your systems are compromised by parking.org/tpp

ransomware or a virus, your business’ future is dependent upon the quality of your backups and the ability to recover using them.

Backups should be made both regularly and offline.

For most operations, it’s not possible from a practical standpoint to back up everything every day. This means you have to decide the length of time you’re willing to recreate data for, and that determines how often you back up the data. This time will likely vary based on the type of data.

Backups should be made to media that is normally not accessible to users. This prevents your backups from being locked by ransomware. Additionally, making your backups to media that is offsite, either in the cloud or on media that you physically remove from the main office, protects you in the event of fire or flood.

Do not just depend on the operating system to create shadow copies of your important files. On a Windows server, the Volume Snapshot Service can automatically create a backup of a file, but this does you no good if the backup only contains files that have already been encrypted by ransomware.

A final note about backups: Encrypt them. Then you don’t have to worry about the backup falling into the wrong hands.

Back at the Batcave Make and test your recovery plan: Your IT support staff should document the backup procedures and the steps to recover your servers and data from these backups. These plans should begin with a list of all the applications that your staff uses, where the data for those applications is stored, how often this data should be backed up, and how long the backups should be kept.

The only way to verify that your backups can be read and that they contain all the information you need to recover from an infection is to test the plan. Have your staff pretend that the hard drive on the server has crashed, no data from it is recoverable, and that they have to restore your application and data from a backup. Tests like this often reveal the gaps in backup plans, starting with the failure to know how to reinstall applications if need be.

When Bad Guys Get Through If your data is locked by ransomware, the FBI and many security firms recommend that you not pay the ransom.

There’s no guarantee that the criminals will give you access to your data, and paying them supports their so-called business. However, if you don’t have a backup and the data is important to your business, it will be very tempting to pay and hope.

Your best bet is to train your users to reduce the chances of infection, then back up securely and often. An ounce of prevention is worth many pounds of cure.

KYLE CASHION is a principal of IntegraPark, LLC. He can be reached at kyle.cashion@ integrapark.com.

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After the 2016 IPI Conference & Expo, Take Your Career and Your Team to the Next Level 2016 Professional Development Courses

Save the date, mark your calendar, and get registered.

Courses are designed for all parking professionals, including those interested in CAPP; every course earns CAPP points for certification and recertification.

Registration details at parking.org.

AU G U ST 1 5

Media Training Seminar, Washington, D.C. Green Garage Assessor Training, Washington, D.C. S E P T E MB E R 2 6 – 2 7

Parking Design, Maintenance, & Rehabilitation, Two-Day Seminar, Anaheim, Calif.

S E P T E MB E R 2 7

Green Garage Assessor Training, Anaheim, Calif.

Register today at parking.org

Online Courses—Available at Your Desk, At Your Pace—At a Discount!

Taking an IPI online course is the easiest and best way to enter, advance, and excel in the rapidly-evolving parking profession.

Conference attendees receive a 20% discount for online learning. Visit parking.org/onlinediscount and purchase a single course by August 31, 2016, to receive your discount!

Available courses: ◗ Conflict Resolution (1.5 hours) ◗ Customer Service (1 hour) ◗ Introduction to Parking (3 hours) ◗ On-Street Parking Management (1.5 hours) ◗ Parking Enforcement (1.5 hours) ◗ Sustainability in Parking (2 hours) ◗ Technology Trends in Parking (1 hour)

Here’s Your 2016 Parking Webinar Planner J UN E 15

User-Based Parking Structure Design J ULY 13

Media Masters AU GU ST 17

Suicide in Parking Facilities: Prevention, Response, and Recovery SEPTEMBER 14

From Asphalt to Green Infrastructure: Transforming Surface Parking O CTO BER 19

Cracking the Code to Sustaining a Customer Service Culture N OV EMBER 16

The Path to APO: Benchmarking Success and Advancing Your Organization D ECEMBER 14

Parking Enforcement for Frontline Staff

To register, visit parking.org/webinars IPI Members: $35 per webinar Only $30 per webinar when you register for three or more!

Non-members: $50 per webinar Listen live or view archived webinars at your convenience.

Live webinars presented on Wednesdays, 2–3 p.m. Eastern time zone.

IPI IN ACTION EVENT

IPI AND ABRAPARK TEAM UP

By Michelle W. Jones, CMP

B

razil, home of the world’s fifth largest population, Carnival, the 2014 FIFA World Cup, and the Rio 2016 Olympics this summer, is also the host country for the International Parking Institute’s International Parking Conference. The conference will be held Oct. 4–5, 2016, during the Expo Parking exhibition in the Expo Center North, São Paulo, Brazil.

Abrapark, the Brazilian parking association, will hold its Fifth Congress Brasileira de Estacionamientos (Brazilian Parking Congress) Oct. 4, featuring topics germane to Brazilian parking operators and suppliers.

The IPI International Conference Oct. 5 will focus on case studies and presentations about parking management and the latest technology uses and trends. The two-day event will feature speakers offering expertise in parking operations from Brazil, various parts of South America, and a global perspective.

International Education The Congress Brasileira de Estacionamientos was created in 2011 by Abrapark’s board of directors to provide parking-specific education to a wide spectrum of participants from Brazil and surrounding Latin American countries for the first time. That same year, IPI created a technical committee to focus on the need to provide workshops and training on all aspects of managed parking programs, both onand off-street.

IPI International Conference success has come from numerous volunteers who’ve given their time and expertise to provide seminars, discussion panels, and facility tours. IPI has held this event in Cali, Colombia; twice in Mexico City; and in Santiago, Chile.

Building Community MICHELLE W. JONES, CMP, is IPI’s director of convention and meeting services.

She can be reached at mjones@ parking.org.

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While these conferences prepare parking professionals with information to help manage and operate their parking organizations, they also have built a community atmosphere that has evolved to include individuals in various countries who work together for the common good of the industry. These efforts have witnessed commercial operators working hand-in-hand to address government regulations and companies that typically

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would be competitors now working together to create media awareness of the value parking brings to cities, universities, airports, and commercial residential developments.

While Brazil is experiencing a current downturn in its economy, it still has more than 71 million cars—more than half of the number of cars in all of South America.

Issues faced by the most populated cities in this region of the globe include long commutes, congestion, insufficient transportation options, and other mobility issues.

Knowing that parking has a significant role in economic development, the Oct. 4–5 conference in São Paulo will help planners, architects, developers, and transportation officials better understand parking’s role in transportation flow, full utilization of one’s parking assets, and effects on residents’ quality of life. Parking is helping transform urban areas around the world. Those attending the IPI/Abrapark Conference will get a full view of parking’s role in this transformation. Please contact me for more information—my email address is below my photo to the left.

Redefining Parking

STATE & REGIONAL SPOTLIGHT PARKING ASSOCIATION OF THE VIRGINIAS

REVAMPING EDUCATION

By Robert Fries, CAPP

T

he Parking Association of the Virginias (PAV) has a philosophy of providing real value to its membership base by promoting continuing education and workforce development in the field of parking, providing networking with peers, creating opportunities to earn professional certifications, and advancing best practices for parking management. Based on this fundamental philosophy, PAV’s primary goal is to furnish convenient and equitable access to professional development to all levels of member organizations, from top management to frontline employees. Building a solid skill and knowledge base while growing employees’ job confidence helps ensure membership organizations function at a high level and exemplify professionalism, building trust and respect among their stakeholders. These goals are achieved annually through the PAV’s Spring Workshop and the Fall Conference and Trade Show.

PAV has always sought and solicited feedback to ensure the organization provides quality services to its membership. Based on recent membership feedback, the PAV board of directors decided to reevaluate the formats of previous events. PAV decided to strategically partner with IPI to bolster its training and certification efforts during both the spring and fall events by drawing from top talent in the parking industry to deliver leading-edge presentations and specialized training. The decision to partner with IPI afforded PAV the ability to tap into an additional resource to provide access to speakers and presentation topics offered at IPI’s annual Conference & Expo to PAV’s membership at a convenient regional location.

Spring Workshop The Spring Workshop was held on May 1, 2015, at Virginia Commonwealth University in Richmond. The itinerary focused solely on two training sessions covering customer service and conflict resolution. The turnout was tremendous at 84 attendees and exceeded the previous spring event by 68 percent. The majority of attendees were frontline employees and supervisors, which speaks volumes about the commitment of the PAV membership organizations to developing a customer-focused workforce.

PAV and its members were fortunate to have IPI’s Cindy Campbell, senior training and development specialist, instruct the two sessions. While the total attendee turnout was larger than the typical training class size, there were opportunities for audience participation along with roleplaying exercises that emphasized customer service techniques to encourage class interaction and reinforce course objectives. Attendees were eligible to earn CAPP points and receive a certificate of completion from IPI.

Fall Conference The Fall Conference and Trade Show was held Nov. 2–4, 2015, at the Westin Hotel in Virginia Beach. There were a total of 140 attendees, accounting for a 40 percent increase over the previous fall event. In general, the fall event generates greater membership attendance than the Spring Workshop due to the topical presentations and an exhibit hall showcasing 25 vendors representing various sectors of the parking industry.

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The fall event was divided between a one-day conference with parking-related presentations and a half day of workforce training. A presentation about the new Accredited Parking Organization program by IPI’s Rachel Yoka, CAPP, LEED AP, vice president for program development, started the conference during the general session. The remaining conference presentations were comprised of two tracks: technology and customer service. Each presentation was offered in a concurrent session format, giving attendees an option to choose a topic appealing to their interests.

The customer service track focused on methods to improve overall organizational performance and consisted of these topics and presenters: ●● “13 Surefire Ways to Know If Your Programs Are Tapped Out,” by Joe Sciulli, CAPP. ●● “Release the Parking Brake, Engage the Customer: Creating Vibrant Arrival Experiences,” by L. Dennis Burns, CAPP. ●● “Take the Mystery out of Customer Satisfaction,” by Jeff Beck.

The technology track addressed new topics challenging parking operators to successfully manage and harness the the power of the growing technology sector: ●● “Big Data—What It Is and Why Does it Matter,” by Jon Martens, CAPP. ●● “Put Some Clothes On! The Internet of Everything Is at the Door,” by Mitch Skyer.

Between presentations, there was ample time to network with peers from across the state as well as for testing, observing, and trying various parking products and equipment from 25 national and regional vendors.

Additional chances for social networking took place over dinner at The FunnyBone Restaurant, a comedy club at Virginia Beach’s Town Center.

On the second day of the conference, two tracks of workforce development training were provided. One track was geared to management, and the other focused on frontline employees. The fall session of training for frontline employees was based on feedback from membership and the successful Spring Workshop, whose attendees were predominantly from the Richmond area.

PAV understands the fiscal constraints of its membership and decided to offer a conflict resolution training session for the fall event, which was taught by Kurt Matthews from the City of Boulder, Colo. This session was predominately attended by employees from Southeast parking.org/tpp

Virginia, commonly known as Hampton Roads. This strategy maximizes the opportunity to provide affordable training to front line personnel while minimizing travel costs and specialized training expenses.

The other training session was a management and leadership track taught by Julius Rhodes, a regular columnist for IPI’s The Parking Professional, as well as the founder of the mpr group in Chicago, Ill. This session was called “Managing Up Through the Use of Influence and Collaboration,” and discussed tactics and strategies to advance personally and professionally. This session was interactive, energetic, and motivational, offering practical lessons to effectively connect with peers, bosses, and other organizational leaders to achieve both personal and organizational objectives. Attendees of each of these training sessions were eligible to receive points toward their CAPP applications or recertifications.

Judging by the increase in the number of attendees at both the spring and fall events, the decision to revise the conference format, partner with IPI, and provide more regional training opportunities has proven successful. PAV is looking forward to providing value to its membership at future events. For more information email pav@pavonline.org or visit pavonline.org.

ROBERT FRIES, CAPP, is business development rep II with the City of Virginia Beach Parking Management Office. He can be reached at rfries@ vbgov.com.

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COMMUNITY DIGEST

Carey Redd, CAPP, Named Director of New London Parking Authority The City of New London (Conn.)

Council recently approved Mayor Michael Passero’s appointment of Carey E. Redd II, CAPP, as director of the New London Parking Authority (NLPA). “Carey Redd brings a wealth of experience, professionalism, and parking know-how to the newly created post that will redefine the parking authority in support of economic development and visitation in the City of New London,” Passero says.

Redd will lead the New London Parking Authority’s administration of nonmetered and regulated parking spaces, including Ft. Trumbull Municipal Development and Shaw Street and Pequot Avenue North parking zones, as well as its operation and maintenance of the city-owned Water Street Garage and

Green Street and Tilley Street surface lots. Redd will report to Passero.

Redd earned his CAPP designation in 2010. He was previously associate director of the Hartford (Conn.) Parking Authority. From the outset in 2002, Redd steadily increased parking revenue year over year before turning his attention to create a comprehensive on-street parking strategy in 2006 that included the introduction of multi-space parking meters that accept credit-card payments.

“NLPA’s strategic plan is to provide our ­residents and visitors affordable, clean, convenient parking citywide that enhances New London’s economic and community development,” Redd says.

IMPARK ACQUIRES REPUBLIC PARKING Imperial Parking Corporation (Impark) announced completion of the acquisition of Republic Parking System, a parking management company headquartered in Chattanooga, Tenn., and Republic Parking Northwest, based in Seattle, Wash., (collectively, Republic Parking) operating facilities in more than 100 cities in the U.S. The terms of the transaction were not disclosed.

Founded in 1966 by James C. Berry, Republic grew to be a significant provider of parking management services in the United States with more than 770 locations and 2,500 employees. The company specializes in providing parking, shuttle, curbside valet, and traffic management services to airports; parking and citation management systems for municipalities; and operating commercial parking operations in cities such as Chattanooga,Tenn.; Denver, Colo.; Houston, Texas; and Seattle, Wash.

Scott Titmus, president of Republic Parking System, says, “Republic was founded on providing a truly hands-on approach to managing parking

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services for our clients, and I am excited this transaction will see us maintain our commitment to that promise while taking advantage of the technology and systems platform that Impark continues to invest in. This is a win-win for everyone involved.” Titmus expects the transition to be seamless regarding management and staff and says the company will continue to operate under the Republic Parking System brand.

Gary Beck, president of Republic Parking Northwest, adds, “We are pleased to be joining forces with Impark to create the leading parking operator in the Pacific Northwest and continue the tradition of service excellence to our clients.”

The seller was represented by The Spartan Group.

Allan Copping, Impark’s CEO, says, “The Republic transaction is a perfect fit with Impark’s business. In addition to increasing the geography and client base served, the acquisition brings expertise in both the airport and municipal parking sectors, as well as a talented and experienced management team.”

COMMUNITY DIGEST

Duncan Solutions Names Tim Wendler CEO The board of directors of Duncan Solutions, Inc., unanimously chose Tim Wendler to take over as its CEO. “Mr. Wendler has demonstrated strong leadership throughout his tenure, including enhancing the quality of our services to clients, steering several technological investments, developing industry partnerships, and spearheading successful growth initiatives,” says George Kase, partner at Marlin Equity Partners, which owns Duncan Solutions. “Tim is a driven manager, and we are fully committed to his vision for Duncan and his intense focus on value to clients through technology and service solutions.”

Wendler, who has been with Duncan since 2000 and most recently served as its COO, will also lead Duncan subsidiary companies, including Professional Account Management, LLC; Law Enforcement Systems, LLC; and Enforcement Technology, Inc. “I am grateful for the opportunity to lead a company with such tremendous talent,” Wendler says, “and

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I am proud to be chosen to lead the company through the opportunities for growth, innovation, and investment that lie ahead.”

COMMUNITY DIGEST

Bournemouth opts for WPS Solution The Bournemouth Council, U.K., has selected for one of its largest and busiest car parks, Richmond Gardens, sophisticated IP-based car parking systems from WPS that include the very latest contactless payment card-in/ card-out technology to transform the customer experience.

In what is believed to be the first installation of its kind, WPS replaced the existing pay-and-­ display ticket-based system with a WPS ParkAdvance™ solution that harnesses the power of the latest payment technology.

When customers use their contactless card at the point of entry, a virtual token is created (the process is called “tokenization”), converting information from the card on a secure closed system; this is similar to the system now deployed on London buses and the Tube subway system. When customers leave, they insert their card again, and a fee is calculated based on the length of stay and deducted from the card. This provides enhanced speed and convenience for Bournemouth’s parking customers.

Elaine Smith, deputy parking services manager at Bournemouth Council, says WPS was chosen in a competitive process. “WPS ticked all the right boxes in terms of being ­forward-thinking and able to offer flexible payment options, something we recognized as being central to creating a long-term parking solution,” she says.

As part of the solution, WPS also installed automatic number plate recognition, increasing

security and intelligently monitoring the flow of traffic through the car park. A fully comprehensive reporting function gives the council’s operators accurate system data that support enhanced performance, reliability, and operational effectiveness.

Smith says the flexibility of the system is such that local discounts can be applied in the future. “We have the option to add technology into local stores, where visitors can tap their card and, based on spend, will receive an automatic discount on their parking fee,” she says.

Complus Announces New VP of Client Services Complus Data Innovations, Inc. (Complus) recently announced the promotion of Janine

been invaluable, and she embodies so many

Marsigliano to vice president of client services.

of the wonderful traits of our company. Her

Marsigliano will be responsible for all aspects

innovative thinking and vision will continue

of the client experience with Complus. This

to enhance the strategic direction and growth

includes contributing to the management team as

of Complus,” says Stephen J. Hittman, chief

client advocate, as well as developing and leading

operating officer.

the team, tools, and resources necessary to deliver a world-class client support experience.

54

“Janine’s aptitude and contributions have

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Marsigliano has held a variety of Complus positions during the past 10 years.

genetec.com

© Genetec Inc., 2016. GENETEC and the GENETEC LOGO are trademarks of Genetec Inc., and may be registered or pending registration in several jurisdictions.

Your gates are holding you back

Your parking lot gates are holding back more than the flow of traffic. They’re keeping you stuck in a world of ever-increasing inefficiencies caused by infrastructure and staffing headaches.

At Genetec, our AutoVu™ Free-Flow system is designed to allow you to defer capital expenses, reduce operational costs, simplify enforcement tasks, and optimize resources to help you move beyond your parking barriers. It’s time you got rid of those gates.

Find out how you can go gateless at genetec.com/go-gateless

PARKING CONSULTANTS

DESMAN

Design Management National Parking Specialists Architects Structural Engineers Parking Consultants Planners Transportation Restoration Engineers

▪ Parking Structure Planning & Design ▪ Studies & Operations Consulting ▪ Restoration Engineering ▪ Structural Engineering

800-FYI-PARK carlwalker.com

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Boston Chicago Cleveland Denver Ft Lauderdale Hartford New York Pittsburgh Washington, D.C.

Green Parking Consulting

Providing Parking Solutions for Over 40 Years

w w w. D ES M A N . co m

Let’s collaborate to achieve your parking goals

Leverage Data | Metrics Guidance | Optimize Resources Safeguard Assets | Analysis Consensus | Reduce Risk Plan Effectively | Decisions Policies | Improve Service Innovate Smartly | Alternatives Providers of objective advice for more than 30 Years

• Design

• Consulting

• Restoration

• Studies Philadelphia, PA n 215-564-6464 n www.chancemanagement.com

800.860.1570 l www.walkerparking.com

Parking

n

Transportation

n

Access Management

Creating Parking for People and Places

Jacob Gonzalez, P.E. 800.364.7300 WA LT E R P M O O R E .C O M

parking.org/tpp

Project Management Design Parking Consulting Structural Engineering Diagnostics

Traffic Engineering Transportation Planning Civil Engineering ITS Systems Integration

JUNE 2016 | INTERNATIONAL PARKING INSTITUTE

57

CALENDAR OF EVENTS

Highlighted are IPI and IPI Allied State and Regional Association Events

2016 June 15

August 15

October 18

IPI Webinar User-Based Parking Structure Design parking.org/webinars

IPI Course Media Training Seminar Washington, D.C. parking.org

Middle Atlantic Parking Association Fall Conference Golf Outing Baltimore, Md. midatlanticparkingassociation.org

Southwest Parking and Transportation Association Spring Training Albuquerque, N.M. southwestparking.org

August 15

October 19

Green Garage (now Parksmart) Assessor Training Washington, D.C. parking.org

Middle Atlantic Parking Association Fall Annual Conference & Tradeshow Baltimore, Md. midatlanticparkingassociation.org

June 26–29

August 17

October 19

World Parking Symposium Vancouver, Canada worldparkingsymposium.ca

IPI Webinar Suicide in Parking Facilities parking.org/webinars

June 27–28

September 12–14

IPI Webinar Cracking the Code to Sustaining a Customer Service Culture parking.org/webinars

Southwest Parking & Transportation Association Mid-Year Albuquerque, N.M. southwestparking.org

Southwest Parking and Transportation Association Fall Conference Las Vegas, Nev. southwestparking.org

November 8–10

September 14

November 9–10

IPI Webinar From Asphalt to Green Infrastructure (Surface Parking) parking.org/webinars

Cleveland CARES About Parking Symposium Cleveland, Ohio clevelandclinic.org

September 26–27

November 13–15

IPI Course: Parking Design, Maintenance, and Rehabilitation Anaheim, Calif. parking.org

Gulf Traffic Dubai, UAE gulftraffic.com

September 27

IPI Webinar The Path to APO parking.org/webinars

June 15–16

July 8 Florida Parking Association Educational Seminar Orlando, Fla. flparking.org/

July 12–14 National Center for Spectator Sports Safety and Security Conference Phoenix, Ariz. ncs4.com

July 13 IPI Webinar Media Masters parking.org/webinars

July 13–15 Pacific Intermountain Parking & Transportation Association Conference Denver, Colo. pipta.org

July 25 Middle East Parking Summit gulftraffic.com

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Green Garage (now Parksmart) Assessor Training Washington, D.C. parking.org

September 28–30 Carolinas Parking Association 2016 Conference & Trade Show Greenville, S.C. carolinasparking.org

October 4–5 IPI International Parking Conference São Paulo, Brazil parking.org

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Parking Australia Convention & Exhibition Perth, Australia pace2016.com.au

November 16

November 30–December 2 Florida Parking Association Annual Conference & Trade Show Orlando, Fla. flparking.org

December 14 IPI Webinar Parking Enforcement for Frontline parking.org/webinars

Education

Take advantage of online, on-site, and professional development opportunities to improve your knowledge and advance your career.

Professional Development Access training and certifications for individuals, organizations, and buildings.

Events

Get the most up-to-date information on parking events around the world.

Resource Center

new site. more info. parking.org

Explore the comprehensive database for parking pros searchable by keyword, source, and category.

Publications

Search, read, and submit articles, blog posts, and more.

Networking

Tap into the largest, most active, vibrant, and dedicated community of parking professionals in the world.

Introducing IPI’s new website – a new look, easier navigation, robust resource center, more features, more fun.

Advancing the parking profession

TM

NEW AND RENEWING IPI MEMBERS

ACADEMIC

University of Nevada, Las Vegas Tad McDowell San Diego State University Debbie Richeson UT Health Science Center, San Antonio Mark Jesse California State Polytechnic University, Pomona Michael Biagi Brown University Carleia Lighty University of California, Berkeley Seamus Wilmot

COMMERCIAL OPERATIONS Ace Parking Steve Burton

Ultimate Parking Management Peter Brewis

Sifontes Group Marlon Mellado

City of New Orleans Richard Boseman

PARE, S.A. Jorge Lazo de la Pena

City of Stockton Tina McCarty

Valeta, Inc. John Biebighauser

Lexington & Fayette County Parking Authority Gary Means

Frogparking Limited Irene Bennetts

Northern Kentucky University Curtis Keller HonkMobile Kacey Siskind Austin Peay State University Michael Kasitz University of California, Merced Karin Groth

AIRPORT

Raleigh-Durham Airport Authority Jeffrey Slayton Jacksonville Aviation Authority Nancy Coppen Bill and Hillary Clinton National Airport Jim Bass Sydney Airport Corporation Limited Craig Norton City of San Antonio Department of Aviation Tamera Marberry

AQity, Inc. Melba Davidson Lanier Parking Solutions Steve Resnick Genetec Pierre Hubert T2 Systems, Inc. Irena Goloschokin Peripheral Resources, Inc. Paul Landazuri Suzo-Happ Canada ULC Paul Doukas

Morgantown Parking Authority Dana McKenzie

Clark Pacific Farid Ibrahim

International Zinc Association Martin Gagne

Omnitec Security System LLC Wilfred Menezes

Luxe Valet, Inc. Chris Donovan

City of Vancouver Eric Mital

Abloy Security, Inc. Corbin Anderson

Makani Parking Services Majid Al Turki

West New York Parking Authority Amiris Perez

BemroseBooth Paragon Limited Richard Farmer

Public Building Authority Lisa Williams

Access Control Group, Inc John Chisum

City of Burlington, Vermont Pat Cashman

Wetherbee Electric, Inc. Mike Cooke

City of Tulsa Parking Authority Peyton Haralson

Total Parking System Tech SB Kai Yow

City of Kitchener Paul McCormick

RideHop Elayna Dooley

City of Portsmouth Tom Cocchiaro

Image Connection, LLC Chip Brake

City of Detroit Norman White

The Traffic Safety Store Chris Avayou

City of Oxford Matt Davis

TransLoc, Inc. John Mickey

City of Regina Faisal Kalim

LocoMobi Cindy Turner

City of Santa Ana Arturo Rodriguez

Transaction Services David Leppek

RETIRED-TRANSITIONAL

CellOPark Australia Pty Ltd Ori Almog

STUDENT-SCHOLAR

TRANSITTRANSPORTATION

Secure Parking Corporation Edward Poh U Street Parking Inc Henok Tesfaye

CONSULTANT

R.A. Smith National John Burgan IHS Automotive Lisa Lukitsch Eyepax IT Consulting Lalith Caldera International Parking Design Cali Yang Plan Group Earl Weiner

CORPORATE

Nexus Parking Systems Michael Ciesielka Brookfield Laura Longsworth JASINT Consulting & Technologies Rodney Williams Hilton Worldwide Matthew Wehling Macquarie Capital Rob Valentine

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ElDorado National Holly Piper

Creditcall Corporation Peter Alcock

Ayala Property Management Corp.

Konstantine Daguio

InPro Corporation Matthew Fisher

SUPPLIER

City of Glendale Tad Dombroski

University of Akron Jared Coleman

Cleveland State University Benjamin Rogers

PUBLIC

City of Norwalk Kathryn Hebert

Grupo Setex Jaime Lopez Aguilar

University of Central Oklahoma Josh Stone

Children’s Healthcare of Atlanta Bruce Byrd

LAZ Parking Ltd. Alan Lazowski

Weber State University Crystal Taylor

Emory University Adele Clements

HOSPITAL-MEDICAL CENTER

INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Jeffrey Karr

Noyack Medical Partners Evin Blatt

TMS John Howell

APO has raised the bar.

How do you measure up?

F

ind out today. This new program recognizes a comprehensive

standard of excellence based on best practices and industry benchmarks across 14 major categories and more than 150 criteria.

Designed for institutional, municipal, medical, university, airport, commercial, private, and other parking programs, both Accredited and Accredited with Distinction criteria will guide you and your organization to greater success and recognition.

Relevant and practical as well as goal-oriented and visionary, APO will advance the parking industry and your organization.

Required reading: Download the Second Edition of the APO Matrix and Manual for Applicants at

Advancing the parking profession™

parking.org/apo.

ADVERTISERS INDEX ABM Industries. . . . . . . . . . . . . . . . . . . . . . . . . . .19 www.abm.com/aviation | 866.723.1244 Aims (EDC Corporation). . . . . . . . . . . . . . . . . . . . 5 aimsparking.com | 800.886.6316 Carl Walker, Inc.. . . . . . . . . . . . . . . . . . . . . . . . . .56 carlwalker.com | 800.FYI.PARK CHANCE Management Advisors. . . . . . . . . . .57 chancemanagement.com | 215.564.6464 DESMAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56 desman.com | 877.337.6260 Digital Printing Systems. . . . . . . . . . . . . . . . . . . 11 dpstickets.com | 877.375.5355 FAAC International, Inc. (Formerly Magnetic Automation Corp.). . . . . 13 ac-magnetic.com/usa | 321.635.8585 Genetec. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55 genetec.com | 866.684.8006

INTEC Controls . . . . . . . . . . . . . . . . . . . . . . . . . . .15 www.relevantsolutions.com/INTEC/IPI 858.578.7887 IntegraPark. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C3 integrapark.com | 888.852.9993 IPS Group Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . C2 ipsgroupinc.com | 858.404.0607 Kimley-Horn and Associates, Inc.. . . . . . . .9, 57 kimley-horn.com/parking | 919.653.6646 Newell-Rubbermaid.. . . . . . . . . . . . . . . . . . . . . .53 rubbermaidcommercial.com 800.347.9800 Parkeon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51 parkeon.com | 856.234.8000 Parking Soft. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 parkingsoft.com | 877.884.PARK POM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 pom.com | 800.331.PARK

HySecurity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63 hysecurity.com | 800.321.9947

PARKING BREAK

JIM BASS is landside operations manager at the Bill and Hillary Clinton National Airport, Little Rock, Ark. He can be reached at jbass@fly-lit.com or 501.537.7354.

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INTERNATIONAL PARKING INSTITUTE | JUNE 2016

Rich & Associates, Inc.. . . . . . . . . . . . . . . . . . . .56 richassoc.com | 248.353.5080 Rydin Decal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35 rydin.com | 800.448.1991 Southland Printing . . . . . . . . . . . . . . . . . . . . . . . . . 1 southlandprinting.com | 800.241.8662 TIBA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47 tibaparking.com | 720.477.6073 Timothy Haahs & Associates, Inc. . . . . . . . . .56 timhaahs.com | 484.342.0200 TNR Doors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52 tnrdoors.com | 866.792.9968 Toledo Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . C4 toledoticket.com | 800.533.6620 Walker Parking Consultants. . . . . . . . . . . . . . .57 walkerparking.com | 800.860.1579 WALTER P MOORE. . . . . . . . . . . . . . . . . . . . . . . .57 walterpmoore.com | 800.364.7300

Your Path to the Cloud IP enabled with HyNet™ Gateway View internal counts online, access remote diagnostics and controls, and easily integrate with HyNet™ Gateway Assurance and flexibility after power loss Program auto-open or maintain counts and continuous duty after power loss Advanced standard features Breakaway arm mount and lighted arm are standard features

1-800-321-9947 • www.hysecurity.com

the Look up n ext State & Regional event

Submit blog post to IP I

Download new APO manual

Sign up for Media Training Aug 15 in Washington,

DC

More information , events, courses, features , and fun!

64

parking.org

Is your parking operation losing revenue? We can help you find it.

Find lost revenue and increase efficiency with IntegraPark’s powerful software. For a detailed explanation of its benefits, call Ruth Beaman at 888.852.9993 or visit IntegraPark.com

MAKE SURE IT IS.

We’re In America.

1.800.533.6620 | TOLEDOTICKET.COM

JUNE 2016 The Parking Professional ● CUSTOMER SERVICE BEAST ● A DAY WITH FRONTLINE PROFESSIONALS ● PASSING THE BATON ● IPI’S NEW WEBSITE ● FIGHTING RANSOMWARE