The City of Kingston is a local government area in the south-eastern suburbs of Melbourne, in Victoria, Australia. Its northern boundary sits approximately 15 KM from the Melbourne city centre. The City of Kingston has 1450 employees responsible for the well-being of the 162,500 people that reside in the area.
Moving toward digitising all parking technology systems, the City of Kingston Council was looking for a permit system that could integrate seamlessly with their existing Ticketor2 system, supplied by Arthur D Riley and other electronic parking systems, but also needed one that could accommodate the varied permit management requests of the public including the options to provide both electronic and physical permits for Kingston residents. There have also been some changes took place in 2020 that affected the parking permits eligibility of some residents which requires the previous parking permits management system to be upgraded to accommodate the changes.
The e-Permit System by Arthur D. Riley (ADR) helped the City of Kingston Council to streamline internal management challenges and accommodate the varied permit requests (electronic and paper) of the city's residents.
ADR's e-Permit system has provided the City of Kingston with a functional internal system to manage parking permits and has helped to reduce the administrative costs of managing multiple disparate systems at once. It has also provided options for residents to manage their permits, supporting council’s shift towards digitising processes without neglecting the residents who prefer physical copies.
The City of Kingston was looking for a parking permits management system that effective and efficient at managing the resident parking permits. The system should be able to integrate with, and contribute toward, the existing parking enforcement solution and provide an improved customer experience and the options of digital and physical permits.
Already using a half-electronic permit management system, Kingston Council’s Digital Project Manager explained that they needed something more advanced with less complicated administrative processes. "The previous system was very complicated that was "window-heavy" and only resolved half of the permit processing issues - as residents could apply for permits online but had to wait to receive them in the mail.”
Having already implemented ADR's Ticketor2 system as part of the council's larger parking digitisation project, Kingston Council sees an opportunity to consider a parking permit management system that would work seamlessly with it to provide complete visibility to parking wardens and administrators.
ADR approached Kingston Council with an e-Permit system, which suited most of the City’s requirements, however it was digital and initially could not accommodate the city's varied permit preferences.
Fortunately, as Kingston Council’s Digital Project Manager explained "the team at ADR understood our initial reservations and customised the system so we could get both a complete electronic permit system as well as paper alternatives."
The system has been live since 21 January 2021 and, since then, the council has received positive feedback from Council’s administrative staff and residents.
"There has been a lot of acceptance with the new system and many users are happy with performance, implementation and time-frame. Staff can now manage the same processes across a variety of channels. "
“We're hoping to see wide adoption and full project results in the coming month. However, the residents that have used the system have reported that they like its straight-forward user experience."
Depending on how the wider resident adoption of the system goes, the council has ambitions to move all council permits - the disabled parking permits, the foreshore parking permits, commercial parking permits, over to the system.
The City of Kingston Administration
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