NEW RESIDENTIAL PARKING PERMIT SYSTEM IMPROVES CUSTOMER EXPERIENCE
Thursday Jun 25th, 2015
Baltimore, MD, June 25, 2015–Residents in Baltimore’s 46 Residential Permit Parking (RPP) areas who purchase their permits online will now find the experience easier. On May 11, 2015, the Parking Authority of Baltimore City launched a new web-based application and database management system powered by iParq, which is used by municipalities and universities across the United States. In the past, residents who wanted to purchase both decals to adhere to the windshield of their car and visitor’s permits had to purchase them in multiple transactions. With the launch of the new system, residents can buy both types of permits in one transaction.
Creating a great customer experience is important to the Parking Authority. Prior to the new system launch, customer surveys showed only 34% of respondents found the website very easy to use. After the launch of the new system, 89% of survey respondents say it is very easy to use.
“We listened to our customers,” said Vincent Thomas, Director of Operations for the Parking Authority. “They wanted a more user-friendly website with the ability to purchase all their permits in one transaction and now they have one.”
The Parking Authority, whose mission is to “find, or create, and implement parking solutions for Baltimore City,” worked closely with the RPP Advisory Board to make sure the new system provided what each area needed and tested the program thoroughly.
“iParq has taken an unwieldy, frustrating permit purchase and brought it up to date with a virtually ‘one click’ process,” said Cynthia M. Griffin, RPP Liaison for Area 30 and RPP Advisory Board Member.
There are currently about 40,000 residential parking permits issued annually.
The Parking Authority of Baltimore City is a 501(c)(3) corporation whose mission is to find, or create, and implement parking solutions for Baltimore City, and to be the resource on all things “parking” in Baltimore.