Creating Success (Operations & Finance)

Creating Success Track

Creating Success (Operations & Finance):
This track will focus on the foundations of our business—how to manage and operate parking operations, amid rising complexity and changing modes of transportation. Develop a comprehensive technical and programmatic approach for a multi-layered plan to address parking demand. Walk through analytical parking scenario software that displays future needs and shortfalls based on historical trends and growth projections. Learn how to conduct a Garage Operations Assessment. Explore the financial effects that result from commitment to product quality and facility upkeep.

Below are sessions by date and time for the Creating Success Track:

Sunday, June 3
1:45 pm - 2:45 pm    

Partnering Up: Overcoming a Major Hospital/University Parking Shortage
Jeffrey Smith, P.E., LEED AP, and Mallory Scates, P.E., Kimley-Horn and Associates, Inc.; André Davis, University of Alabama at Birmingham.

The University of Alabama at Birmingham, a large university and the nation’s third-largest public hospital, overcame a forecasted major parking shortage. Through development of its first comprehensive parking and transportation plan, the university deployed a technical and inclusive process to develop a holistic parking solution that focused on fiscal sustainability, strengthening partnerships, and enhancing the customer experience for both the university and healthcare system.

1.    Develop an understanding of the trends in competing transportation interests within a healthcare and university setting.
2.    Gain insight and inspiration about creative ways to combat these challenges.
3.    Learn how to use these tools to address challenges and understand what level of impact they may have.

3:00 pm - 4:00 pm    

NCIS (Negative Conditions Inviting Scrutiny): Time for a Garage Operations Assessment
Barbara Chance, PhD, CHANCE Management Advisors, Inc.; Cory Hubert, City of Oklahoma City; Dennis Cunning, D.L.C. Consulting.

Are you getting clues that your garages are becoming casualties of inadequate management? As the chief examiner of your facilities, are you finding evidence of poor maintenance/housekeeping, unauthorized purchases, over- or under-staffing, or credentials not matching records? Whether self-operated or contractor operated, it is time for a forensic assessment that collects evidence, detects what is going wrong, and points the way forward for what you should do. Grab your gear and head for this presentation!

1.    Focus an operations assessment so you can get the information you need.
2.    Review the results of an assessment and develop a strategy for improvements.
3.    Monitor the progress in making improvements so you will not waste the assessment effort.

When Credit Cards, Asphalt, and Permits Talk: What Your Products Say About Your Quality
Andrew Stewart, CAPP, and Irma Henderson, MBA, CAPP, University of California, Riverside.

What do your products and parking facilities tell customers about your operation? One university campus shares a quality review process centered around how a single credit card feels in your hand. Come explore how this operation is improving customer opinions, providing better service, and decreasing criminal activity with a goal of providing products and services that leave customers wanting more.

1.    Understand how the products and services you provide might be evaluated by your customers.
2.    Analyze and evaluate the value and effect of products and facilities.
3.    Apply ideas from this presentation to future product and service choices to solidify your message.

Monday, June 4
8:00 am - 9:00 am    

At Your Service: A New Mindset for Enforcement
Shawn McCormick, City & County of San Francisco (SFMTA)

Parking enforcement is not a necessary evil but rather an essential service in the community. Learn to create a service mindset for enforcement personnel, identify areas to focus mindset changes, and explore the value of professionalism in the delivery of parking enforcement as a service while striving to meet the expectations of an effective program.

1.    Learn to create an enforcement-as-a-service mindset.
2.    Identify areas to focus change in thinking about enforcement.
3.    Understanding the value of professionalism in parking enforcement.

Occupied and Optimized: Pricing, Promoting, and Yield Management
David Wilson, CAPP, and Marcus Hayle, MBA, DFW International Airport

Looking to increase occupancy and optimize your parking assets? This is the session for you. We'll cover right pricing (competitive sets and price competitiveness), elasticity measurement, marketing and promotions (including traditional and social media), yield management, and leveraging technology (system integration, LPR, AVI, QR codes, and parking guidance systems). Ready to revamp? Join us!

1.    Learn to analyze rate structure, competitiveness, and elasticity.
2.    Analyze and evaluate opportunities to leverage marketing, promotions, traditional media, and social media to increase revenue.
3.    Understand yield management strategies.

9:15 am - 10:15 am     

A P3 Pathway: Metuchen, N.J.’s Award-winning TOD Project
Jim Zullo, AICP, CAPP, Timothy Haahs and Associates, Inc.; Dante Germano, Nexus Parking Systems

For decades, a 700-space surface lot adjacent to a train station that offered a convenient commute to New York City sat in the middle of a central business district, awaiting smart, transit-oriented development. Learn how creative urban and parking planning, meaningful public engagement, and creative public-private partnerships transformed this lot into a model of smart growth, including a 750-car parking garage, 273 housing units, 13,000 square feet of retail, and a public piazza.

1.    Understand strategies for municipal stakeholder engagement and transparent planning.
2.    Identify and recognize the critical factors to achieve economic feasibility of parking to support TOD.
3.    Identify the partners and cooperation required for a successful P3 project.

4:15 pm - 5:15 pm     

Marketing the Brand: What Happens When We Treat Parking Like Retail?
Nigel Bullers, EasyPark

In 2013, EasyPark Canada embarked on a mission to reinvent its brand and rethink its role in parking and transportation. This brand shift focused on improved safety and security, a simplified parking experience, and most importantly, focusing on communicating these changes to reinvent the brand in an integrated, visible way. Learn how--and why--all departments engaged in this shift.

1.    Learn about a Blue Ocean Strategy Canvass. What does the strategy canvass for parking look like?
2.    Discuss ways to enhance and increase service offerings to customers and build loyalty programs that drive revenue and awareness.
3.    Learn to provide a community focus on brand through social media and other engagement opportunities and engage the organization for maximum wow factor.

Tuesday, June 5
8:00 am - 9:00 am    

So Much More than Going Gateless: A Real Overhaul in West Hartford, Conn.
Brooke Nelson, MBA, Town of West Hartford

Going gateless can be your gateway to managing a mixed-use parking facility with innovations and cost effective strategies. Why do we still resort to a physical barrier as a means to control access? West Hartford, Conn., will illustrate how a small municipality can regulate parking with transparency and compliance, removing the gates and reducing artificial delays and inconvenience to clients and visitors.

1.    Illustrate how innovations and technology can be used to reframe business practices.
2.    Learn how technology can be used as a practical and cost-effective solution.
3.    Demonstrate how a municipality's smart investment in technology can put consumers back in the driver's seat to be in charge of their own parking.

9:15 am - 10:15 am     

Implementing Paid Parking: An Interactive Town Meeting Role Play
Dan Kupferman, CAPP; Jon Martens, AICP, CAPP; Erik Nelson, PCIP; and Brian McGann, PCIP; Walker Consultants

When implementing paid parking, the public process often makes or breaks the best-laid implementation plan. In this interactive session, attendees will get to role-play a town meeting in which the town council presents a plan to implement paid on-street parking. Practice makes perfect--here's your chance!

1.    Identify the benefits of implementing paid parking.
2.    Predict potential reactions various stakeholders will have when presented with a paid parking plan.
3.    Prepare effective responses in advance of the public meeting.

12:00 pm - 1:00 pm    

Neighborhood Typologies: New York City's Approach to Improving Curb Performance and Accessibility
David Stein, New York City Department of Transportation

Having trouble setting and implementing parking rate increases in your city? Challenged setting geographic boundaries for parking? Want to move beyond occupancies as your performance metric? Learn how New York City created an ambitious program that uses contextually relevant parking regulations and pricing structures to improve the performance and utility of the curb, and the concept of Neighborhood Typologies that makes this program possible.

1.    Identify new and innovative approaches to meeting strategic operational and performance goals.
2.    Learn how to leverage non-traditional datasets and resources to improve the programing and operability of the curb.
3.    Provide examples by which parking managers can overcome political and administrative obstacles to achieve broader performance and strategic goals and objectives.

Wednesday, June 6
9:00 am - 10:00 am  

 The Doctors are In: Efficiency Prescriptions for Customers, Staff, and Budget
JC Porter, CAPP; Arnold Mendez, CAPP; and Cheryl Lohman, Arizona State University
Join members of the award-winning ASU Parking and Transit Services department for a healthy dose of tips for making parking efficient for your customers, staff, and budget. Get the prescription for recruiting, training, and retaining top-tier customer service representatives, the serum for keeping equipment operating properly, and the elixir for a smooth transition from attended parking facilities to a self-serve, pay-as-you-go model.

1.    Learn to convert booth operations to a self-serve payment model, offering more payment options for customers and freeing up cashiers.
2.    Ensure equipment operates properly (tips for what maintenance to perform, how frequently, and the most cost effective).
3.    Learn to recruit, hire, and cross-train high-quality customer service representatives.

10:15 am - 11:15 am     

Forging a Path to APO: Success Stories, Lessons Learned, and Words of Wisdom
Casey Jones, CAPP, SP+/ Southeast Operations; Debbie Hoffmann, CAPP, Texas A&M University—College Station; Robert Fries, City of Virginia Beach; Michael Koenig, CAPP, DFW International Airport

The path to APO is different for every organization. Our presenters will share their stories and words of wisdom with attendees on the whys and hows of accreditation. More importantly, they will share how the process and recognition changed their operations and day-to-day business strategies, and where there was still room to improve (even for an APO!). The journey will include a few pit stops to cover specific program criteria.

1.    Identify and define best practices to achieve APO.
2.    Compare approaches to accreditation and ascertain which would be best for your organization.
3.    Identify (and avoid or conquer) challenges for your organization when confronted with tough criteria.

Other Tracks: Driving Innovation (Technology & Trends)Exploring Places and Structures (The Built Environment) |  Maximizing Skills and Developing Expertise (Personal & Staff Development) |  Moving Forward (Alternative Transportation & Mobility) 

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