Thursday, July 18, 2019

Client Services

The Client Services Division of Republic Parking System was created to provide value added services in support of our management team, clients and customers. The creation of this innovative support division was a direct response to the changing needs of our clients and management team. In today’s competitive marketplace it is essential that we develop and utilize a portfolio of unique services that enhances Republic's ability to service large, complex and diverse management projects.

The commitment of the Company to client services, after the proposal process, is a key factor in the Company's success. The Client Services Division, under the direction of David Lambeck in the Corporate Office, provides the support services to our clients to help meet their goals.  Examples of some of the services and projects we have provided are included below.

Des Moines International Airport (Iowa) – The Airport Authority contracted with us to write a Request for Proposal document (including specifications) and manage the RFP process from release through evaluation and award. Ski Data was ultimately selected and we worked with the Airport, the manufacturer, and the distributor to insure the system was installed and running as specified.

Columbia Metropolitan Airport (South Carolina) – We worked with the Airport to customize a solution for a new PARCS that included AVI technology at the entrance and exits, customized reporting, and greater ease of customer use. Republic, using our distributor relationship, selected HUB Parking Technologies to provide the system that met the Airport’s needs. Our regional staff was at the airport to supervise the installation from start to finish.

Grand Forks International Airport (North Dakota) – When the Airport Authority decided to build a new terminal and parking lot they asked Republic to work with their architects and engineering firm to help design the most efficient process for traffic flow, ingress, egress, and security. In addition, in a turnkey project, we purchased and installed an entirely new PARCS with booths and integrated it with a separate economy/overflow lot.

Corpus Christi International Airport (Texas) – The Airport asked us to select a new PARCS that would improve customer service and reporting as well as integrate with ground transportation reporting. In addition, they asked us to make recommendations on reconstructing some of the parking lot entrances to create more efficient ingress for customers. We selected the Data Park revenue control system, contracted with local firms to run conduit and fiber at the newly constructed entrance lanes, and had our regional staff at the location to supervise the construction and installation.

Meadows Field, Bakersfield (California) – To solve a problem of no communication conduits available for a new installation of equipment, Republic worked with the equipment company to provide a reliable wireless solution. All lanes communicate with the server and all entrances are using wireless communications that provide intercoms to all entrances for improved customer service and excellent revenue control.
The Client Services Division provides functional design services that includes parking space layout, traffic flow, pedestrian flow and related design recommendations. The layout process is done in conjunction with the project’s approved Architect to ensure all operating issues are addressed during the design process. The best designs are balanced taking into consideration of the customers the facility is designed to service.

Our in-house staff translates the project's needs into the best parking design solution. We balance space maximization with customer convenience and efficiency. The comfort, safety, convenience and security of a customer visitor or employee are paramount. The Republic Parking Client Services Division understand how integral signage lighting and traffic flow are to a successful project. We are in the business of helping you to determine what is best for your facility's individual needs and creating solutions for those specific needs.
Information brochures, fliers and posters may be prepared for locations that have a need to provide location information for tenants, visitors or outside agencies that require parking information.

The brochures include useful information such as the facility’s location (for visitors), hours of operation, parking rates, validation procedures, billing information and amenity programs. The brochures are distributed to new employees, visitors, building tenants, and vendors to help acclimate them to the parking facility. In addition to information brochures Republic Parking System can produce promotional fliers, parking newsletters and other marketing materials that can aid the sale of parking spaces to the public.

Another very popular customer service item is our Ambassador Guides. These guides are compiled with the relevant local information specific to each parking location. Directions to popular tourist destinations along with interesting information is assembled with the tourists and visitors in mind.
Over the last 20 years, Republic Parking System has evaluated and supervised the installation of over 120 access control systems in parking facilities of all types. Equipment installations include:

Rochester, MN (Citywide Parking System) We evaluated, recommended and installed a Skidata revenue control system.

Knoxville, TN (First TN Plaza) - We installed a pay-in-lane AMANO AGP 6800 Automated machine in place of the Cashier at the exit. The installation of this machine has lead to an increase of 40% in transient revenue.

Baltimore, MD (Arena Garage) - We operate a fully automated Sheidt-Bachman revenue control system in the Arena Garage. The system operates 24 Hours per day with over 300 events per year with no cashiers at the exit plaza and no transactions processed outside the system (no event mode).

Chattanooga, TN (CARTA) – The Chattanooga Parking Authority, under the direction of CARTA,  has operational responsibilities for the CARTA and City of Chattanooga parking facilities. With Republic’s input they have completed the installation and installation of 22 on-street and 14 off-street Luke multi-space parking meters and upgraded PARCS systems in their Garages.
Rate surveys are provided, on a regular basis, as part of the parking space marketing process. These surveys identify vital market information and ensure swift response to local competition.

The parking rates for the facility must be competitive yet attractive to prospective customers, the management team must regularly monitor occupancy and market rates and recommend rate adjustments as needed. Rates that are too low will lead to a full garage and upset customers. In many cases a routinely full garage is not maximizing the revenue potential.

Full rate structure analysis will quantify the expected impact of any rate change. To perform this analysis, we analyze the ticket summaries and length of stay reports, where possible. If there are no audited reports we take a sampling of tickets and reconstruct the reports.

In order to make accurate and concise projections regarding daily revenues, a facility’s actual cash and validation tickets for a sample period are entered into a computer model.
For our clients who wish to publish their parking information on the World Wide Web, Republic Parking can help develop a parking specific web site. The sites can be listed under a separate web domain or included in the client’s existing sites.

Republic encourages custom websites for large parking systems to answer Frequently Asked Questions and getting instant customer feedback. Getting customer feedback on company changes, product and service let's you know what you're doing right and where you can improve. A Web page with built-in e-mail response can adhere this time-tested formula for success.

The website also provides cost efficient marketing & advertising. Exposure on the Internet can cost less and save more time than traditional methods you may currently employ. Potential customers can instantaneously discover more about your parking facilities, services, payment options, equipment operations and other vital information.

An few examples would be:
The Client Services Division, working in conjunction with our field offices provides parking feasibility studies to ascertain the financial viability of any parking project, whether it is a new project or an extension of an existing parking facility. This can include changes in the method of operation, rate structure, parking mix or any combination of variables.

The studies evaluate current parking demand and existing and future parking supply to determine future parking demand. With these demand estimations and real-world financial projections Republic Parking System advises our clients on the success of the parking aspect of the project. Republic Parking System uses our market knowledge to give additional demand, rate and occupancy information over and above what the parking consultants can provide. Real world experience often provides valuable insight so the necessary planning takes place. 

A key part of the process is calculating the operating costs of a facility based on market conditions. Republic Parking System uses our operating experience to formulate a working operating plan so the Net Operating Surplus can be maximized as soon as possible.
The Client Services Division provides statistical analysis, including utilization analysis and parking mix analysis services, to our clients for facilities that need to optimize the parking mix and rate structures. These analyses include detailed diversity ratios, oversell factors and space use analysis information.

The analyses are performed by analyzing ingress and egress patterns, taking car counts and analyzing the peak usage for all the relevant parking segments. The peak usage is quantified for each parking segment and the value of each space within that segment is calculated. These calculations are necessary to make sound pricing and parking mix decisions. This statistical analysis allows Republic Parking System to provide valuable planning assistance and realistic revenue projections. They are especially valuable when new users are being considered for the parking facilities.

Included in many of our Utilization Analysis will be a detailed study of daily revenues. Specifically, we will determine conclusively how both cash and validation related parking revenue can be increased through adjustments in the rate schedules and/or the time within each rate band.
The Client Services Department prepares site-specific training programs for Clients and management training modules for the Republic Parking Management Training Program. The program provides a structured training program that is hosted and managed on-line.

The e-learning training program consists customized e-learning courses, quizzes, interactions, assessments and surveys. Each Manager’s progress is tracked on-line to ensure they are progressing in a satisfactory manner.

The program consists of a series of formal e-learning courses that are graded and evaluated for performance. Additionally the program includes less formal “webinars” that provide live interaction. All the content is developed in-house and presented by senior management.

The actual e-learning courses are interactive in nature with audio, video and graphical support. This multi-faceted e-learning program presents the user with the material in a textual, audio and graphical manner thereby helping them absorb the material much quicker. Where appropriate, the module is accompanied by a field training manual, worksheets and sample materials.
An important part of Republic Parking customer service focus is the use of Parking Customer Surveys and Customer Comment Cards.

The surveys and comments provide us with information to refine the services we are providing that are most important to the customer, and how they rate our performance in those important areas.

This methodology helps Republic Parking concentrate its management efforts to emphasize excellence in those areas that are most important to our customers and clients.
Owners, architects, and building managers are increasingly aware that well designed sign systems are the only effective way to communicate directional information. The overwhelming size of airports, medical centers, large building complexes, office buildings, government centers, and sports arenas with their mixture of pedestrians and vehicles, creates a need for coordinated sign systems.

Republic Parking has assisted in the design of many signage systems that communicate well with people whether they are walking slowly or moving more rapidly in vehicles. Republic Parking has helped develop architectural graphics (wall treatments, flags, banners) that serve the dual function of displaying information and providing large areas of color to enliven parking structures and public areas which otherwise would be very dull. Architectural graphics can provide a more comfortable environment, which may enhance the usage of the parking structure.
The Client Services Division provides custom graphic design services including facility branding, facility graphics packages, and custom signage. As with marketing materials we work with the client architects, designers and management staff to integrate the parking graphics with the overall project (airport, hospital, office building, etc.) graphics.

The facility branding in a parking garage or parking system utilizes familiar symbols such as a name, logo, slogan, and design scheme. Brand recognition and other reactions are created by the accumulation of experiences with the parking program. In larger parking systems and airports, the experience can be influenced with the use of advertising, signage and design.

We attempt to establish a branding effect using existing logos, fonts, color schemes, symbols, and sound which may be developed to represent implicit values, ideas, and even personality where possible. If this does not exist we will work with our clients to build the brand.