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City Announces Significant Customer-Oriented Improvements to ParkAtlanta Contract
Posted Date: 11/15/2012 11:15 AM
Mayor Kasim Reed press release header

 Mayor’s Office of Communications
55 Trinity Avenue, Suite 2500 • Atlanta, Georgia 30303

Sonji Jacobs, Director 
404-330-6558, office 
404-276-6866, cell 
sajacobs@atlantaga.gov
Melissa Mullinax, Senior Communications Officer
404-330-6756, office
404-825-2430, cell
mjmullinax@atlantaga.gov 

FOR IMMEDIATE RELEASE: 11/15/12

News Release

City Announces Significant Customer-Oriented Improvements to ParkAtlanta Contract

ATLANTA – The Reed Administration, in partnership with Council Member Lamar Willis, has proposed sweeping amendments to the ParkAtlanta contract that are intended to improve customer service, increase transparency of the appeals process, hold the vendor accountable and through improved technology and signage, create a better, simpler user experience. The Transportation Committee approved 21 amendments to the ParkAtlanta contract, and the measure will go before the full Atlanta City Council on Monday, November 19, 2012.

In 2009, the City entered into a contract for parking services that reduced the City’s management costs and provided a $5.5M revenue guarantee. When Mayor Reed and this Council took office in 2010, in the midst of the worst economic downturn in sixty years, the parking program they inherited called for 24-hour a day 7 days a week enforcement with no exceptions across all metered spaces within the City.

Based upon constituent concerns, the City took action to adjust enforcement with significant community input. The changes included:
- Establishing four parking zones with tailored hours of enforcement to align with the requirements in each zone
- Elimination of overnight parking fees in all zones
- Elimination of Saturday enforcement in Mixed Use (primarily residential) zone
- Elimination of Sunday enforcement in all zones

The proposed contract amendments currently under consideration by Council focus on improvements to the overall customer experience from start to finish. The contract amendments address the critical issues of clear and fair signage, responsive customer service, including an online appeals process. Specific highlights include:

- Tickets cannot be issued in the case of unclear signage or broken meters;
- The vendor is responsible for all meter-related signs, and must remedy issues within two business days;
- In areas where signs are illegible, blocked, missing or otherwise unclear, ticketing will not be enforced until the sign is corrected;
- Parking violations must be able to be appealed online and all fines frozen until appeal is resolved;
- Complaints must be easily filed online and the vendor must respond within two business days;
- Ticket cancellation and $35 fee for each infraction, including issuing tickets when signage is unclear, issuing tickets when meters are broken, or unprofessional behavior toward constituents;
- City establishes the right to request removal of vendor employees that behave unprofessionally;

“The City is committed to providing a fair, balanced, and consistent parking program for all constituents. We will continue to work with the community at large to incorporate improvements to maintain a best in class program,” said Chief Operating Officer Duriya Farooqui. “These current contract amendments reflect the will of Atlanta’s residents as expressed in the Parking Bill of Rights presented to Mayor Reed’s Administration.”

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For more information about the City of Atlanta, please visit http://www.atlantaga.gov or watch City Channel 26. Follow the City of Atlanta on Facebook and Twitter @City_of_Atlanta. Follow Mayor Reed on Facebook and Twitter @Kasim Reed