The Challenge: Finding a system that could offer improvements for both parking permit management and end user experience
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.”
The Solution: An integrated option that provided digital oversight and physical resolutions
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 Result: A positive response
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."
The Future: Plans to move all permits over
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.
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