On-street parking management is a critical service in urban environments, but customer interaction points often create friction. From eligibility verification to payment processing, legacy systems and manual reviews make it difficult for municipalities to provide efficient and transparent service. To address these challenges, the citys parking authority leveraged Decisions to automate customer interactions, reduce staff workload, and ensure a seamless user experience across digital and mobile channels.
Challenge
Before Decisions, the parking authority faced:
- Manual verification of resident discounts, often requiring staff intervention.
- Inconsistent customer experiences due to data spread across multiple systems.
- Lengthy application reviews that slowed response times and frustrated residents.
- High operational costs from managing renewals, validations, and customer inquiries manually.
- Revenue leakage from incorrect discount eligibility and missed payments.
Solution
The city implemented customer interaction workflows in Decisions to simplify and automate the end-to-end process:
- Digital intake forms allowed residents and visitors to submit information directly, reducing manual data entry.
- API integrations connected to the GIS system for geofence validation, ensuring residency was accurately determined.
- Address verification services confirmed residential vs. commercial addresses.
- Unified agent screens consolidated all customer data, enabling representatives to resolve inquiries quickly.