Westminster City Council are responsible for dealing with, on average, 16,000 tickets issued each week - collecting in the region of £1 million per week in Penalty Charge Notices (PCN).
The customer experience was previously poor and the existing IT systems and processes employed lacked integration and were no longer fit for purpose. The large amount of paperwork handled highlighted further inefficiencies, as did the fact the number of staff dealing with challenges to PCN’s exceeded the numbers of parking attendants within Westminster.
Solution
Vertex re-engineered Westminster City Council’s back-office services and implemented a new IT system - successfully delivering a new and integrated parking program. The smooth transition of systems from the Council to Vertex was a key aspect in this and the previous success in transferring staff proved invaluable.
Results
- A reduction of steps within the parking process from 37 ‘handoffs’ to 12
- Positive increase in customer experience feedback
- Increased automation, accuracy and speed within the service - correspondence is followed up within five days. All permits and suspensions are issued within three days
- 16,000 tickets issued per week.
Download the Westminster Parking case study