LB Westminster Parking Annual Report 08 09

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WestminsterCity CouncilAnnual Parking Report 2009


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Contents

Introduction 2

Overview 3

Cashless Parking 5

Common Sense Measures 5

Westminster Car Club 6

Carers Parking Scheme 7

Dropped Footways 7

Visitors Parking Scheme 7

Residents Permits Review 8

Disabled Badge Review 8

Motorcycle Parking 9

Debt Management 9

Pedi Cabs 10

TMA (Traffic Management Act) 10

Statistics and Performance information 12


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Introduction

This annual report provides an account of the performance of the Parking Service in2008/09. It details the services achievements in delivering innovative and sustainable

improvements over the past year and looks ahead to future developments andopportunities. The report also includes parking and enforcement statistics, as well asfinancial information with comparative data from previous years.

Westminster City Councils Parking Service is recognised as the largest parkingoperation in the United Kingdom. Our service aims to be at the forefront of thedevelopment and implementation of new and relevant parking initiatives. We aim to

promote best practice and continual quality improvement across the service and withinthe parking industry as a whole. The Parking Service mission statement sets out our

commitment to our customers:

Mission Statement for the Parking Service

Firm Our aim is to consistently and effectively enforce against parking

contraventions.

Fair We are committed to delivering a parking service that gives motorists the

best possible opportunity to comply with parking rules and regulations.

Excellent

We wish to provide the blueprint parking service to which other authoritiesaspire.

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Overview

During 2008/2009 we delivered on an ambitious set of key priorities underpinned bythe City Councils One City programme to provide a world class city, built on the

delivery programmes of Order, Opportunity, Enterprise and Renewal.

The Cashless Parking city wide roll out was completed and the Pay by Phone service

was improved in a number of ways, for example through the introduction of an 0207number and including the ability to speak to an advisor as part of the registration

process. In addition a more secure chip and pin facility was implemented at all of ourPay and Display machines, and to maintain choice a parking scratch card was

introduced.

The Common Sense measures introduced had the express intention of reducing

parking tickets and improving conditions for residents and visitors. They included theprovision for residents in their own parking zone to have time to load/unload on single

yellow lines, less strict rules for residents parked in suspended bays in their own zone,and piloting an extension of loading/unloading time for HGVs, extended from 20

minutes to 40 minutes.

The Parking Service also committed to delivering the following initiatives in support ofthe councils One City programme:

The Westminster Car Club partnering with an expert in the business to offerresidents an alternative to car ownership;

Every Older Person Matters to pilot a parking scheme for carers and targetinconsiderate drivers who obstruct dropped footways.

In addition we carried out a full review of our resident permit and disabled badgeschemes, started a pilot to offer additional parking for visitors, continued tosuccessfully engage with commercial delivery operators to educate drivers, doubled

the number of motorcycle spaces on-street and introduced secure facilities, andimplemented the Traffic Management Act 2004.

The year was marked by contrasts with a drop of 16% on the previous year in thenumber of Penalty Charge Notices (PCNs) and a 22% increase in paid for income fromon-street parking. Total revenue from parking fell by 3.5% to 81.7m, primarily as aresult of fewer PCNs issued and the scrapping of the clamping and removal services

and the overall net surplus was down 11% to 34.4m.

One City Objectives

To complete the roll out of this new, innovative Cashless Parking service to

improve parking convenience for residents, businesses and visitors; as well as toimprove security and tackle theft by taking cash off the street. We will also takeforward new Common Sense approaches to parking enforcement.

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The performance of our back office is measured by how quickly we respond tomotorists challenges and this improved impressively during the year; motorists cannow expect to receive a response within ten days and in most cases five days. Weinvested significantly in improving the quality of the responses that customers receive

and whilst our performance at appeal last year was disappointing, it has improvedconsiderably in the first half of this year as a direct result of that investment.

Looking ahead to 2009/10 the Parking Service will undergo a considerabletransformation in how it manages and delivers services. We will be re-tendering theenforcement contract which will see us move away from a traditional enforcement ledcontract to one that is focused on compliance, education and integration.

Building a Living City replaces the One City programme and sets the council Leaders

vision of a living city of opportunity for Westminster residents and local businesses.For the Parking Service this means the guaranteed provision of an additional 1,000parking spaces for residents across the city by the end of June 2010.

We will also continue to expand the number of car club bays and choice of vehiclesavailable across the city, introduce new cashless parking alternatives, offer new Pay byPhone services including improved functionality for businesses and carry out a

Common Sense Parking review.

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Cashless Parking

In October 2006 we started a Pay by Phone pilot, in two distinctly different areas of thecity. This pilot scheme was based on using mobile phone technology as an alternative

to cash to pay for on-street parking. The pilot initially saw Pay by Phone operatingalongside cash, and then the gradual removal of the cash payment option over thefollowing 3 years.

In early 2008 we began to offer Pay by Phone at paid-for parking spaces across thecity, alongside the remaining cash equipment and commenced upgrading the pay anddisplay machines with groundbreaking chip and pin technology. The roll-out

programme to remove all cash payment machines gained momentum in the spring of2008 and by the end of March 2009 all cash payment options had been

decommissioned. Westminster on-street parking is now 100% cashless.

There are two main methods of payment accepted for on-street paid-for parking: Payby Phone, which accounts for around 84.4% of all parking transactions, and card only

(debit or credit) pay and display machines, which accounts for the remainder. In 2008as an alternative to Pay by Phone we introduced the Parking Card, which allowsmotorists to purchase scratch cards to pay for their parking.

The cashless on-street environment now delivers a much improved managementinformation system and a wealth of data about parking sessions. This assists us inmaking informed decisions about parking provision, with regard to proposed schemes,

and the impact they will have on an area.

For 2010 we are looking to introduce a further alternative payment option for parking.From January, and over a three-month trial period, 20 pay and display machines in theWest End will be retro-fitted with wave-and-pay card readers, so motorists will be able

to pay car parking charges by waving a contactless credit or debit card.

Common Sense Measures

Since 2007 we have been developing a set of Common Sense policies for enforcementand the consideration of challenges. These are win-win policies designed to bebeneficial to both the motorist and to the council.

Our Common Sense approach is informed in part by Parking Summits held with key

stakeholders. In May 2008 we hosted our third Parking Summit. In line with ourcommitment to operate a firm, fair and excellent service, the summits purpose was togive key stakeholders the opportunity to discuss parking matters with our officers andto air concerns that can then be acted upon. Our summits have resulted in both short-and long-term Common Sense policies that have significantly improved elements of

the service.

In July 2008 we made permanent the following Common Sense policies which we hadbeen previously running as a trial:

The introduction of extra loading and unloading concessions for commercial vehicles.This involved introducing a 40 minute allowance between 11:00 and 18:30 for HGVs toenable them to load/unload without fear of being penalised. This resulted in a 60%

reduction in the number of PCNs issued to HGVs.

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We allowed residents permit holders to park for five minutes on single yellow lineswithin their parking zone to assist them loading or unloading and we took a decision tostop issuing them with PCNs if they were parked in a suspended resident bay.

We have long engaged with the freight industry to improve compliance and reducecosts for both the council and operators. This engagement has included thedevelopment of the Loading and Unloading Code of Practice, participation at theFreight Transport Associations National Council and the ongoing WestminsterCommercial Delivery Group.

In July 2008 we appointed a Business Account Manager in a joint venture with Brewery

Logistic Group (BLG) to explore opportunities to improve loading facilities for BLGmembers and to investigate the feasibility of improving compliance and as a

consequence, reducing PCN levels. The Business Account Manager also worksclosely with all commercial companies that deliver within Westminster, giving adviceand education on deliveries. Since April 2009 this appointment has been part-fundedby the Freight Transport Association.

In January 2009, we introduced light touch consideration policies and cancelled PCNsissued in instances where a commercial delivery vehicle had unavoidably exceeded

the maximum time limit to load or unload.

Over the last year we have focused our resources on proactively identifyingunauthorised suspensions to ensure a fair and consistent service is delivered and the

impact of suspensions is minimised. An unauthorised suspension is where morespaces are being used than approved, expiry dates are exceeded or a suspension hasnot been applied for. We also introduced Return to Service stickers that we give outto contractors who have booked a suspension so that they can fix it to the suspensionsign when they have finished with the parking bay and make it available for use.

A further Common Sense review is scheduled for 2010. We will look to develop

policies that benefit both the motorist, from a customer experience perspective, and thecouncil in terms of providing value for money and joined up thinking.

Westminster Car Club

The demand on residents parking spaces in Westminster far outstrips supply, with

30,000 spaces serving 36,000 permit holders. The Westminster Car Club offers payas you go driving to residents and businesses and seeks to reduce the demand for

residents parking permits and spaces. A new four-year contract for the provision of a

car club was awarded to Zipcar, on 22nd May 2009.

We have introduced a fleet of 100 vehicles across the city, near transport hubs and

within a ten minute walking distance of residents homes. Twenty of our vehicles usehybrid technology, more than any other car club in London. An electric only car hasbeen added to the fleet - the first of its kind in the UK - and a converted Plug-In car.

We have introduced a number of incentives to promote the Westminster Car Club andincrease membership growth. Members of the scheme are offered one hour of free

on-street parking in paid for spaces across Westminster. We also offer a reducedmembership rate of 25 and 25 driving credit is given to each new member.

Westminsters long term aspiration for the scheme is to encourage a step change indriver behaviour, whilst contributing to our sustainable agenda and delivering a real

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community benefit. The number of vehicles will continue to increase in response todemand and by 2012 we aim to have 400 vehicles available to 20,000 members. Thiswill potentially remove 8,000 private vehicles from the road.

Carers Parking Scheme

The Carers Parking pilot commenced on 2nd March 2009 and forms part of the widerEvery Older Person Matters One City commitment: The councils parking departmentwill develop proposals to offer parking concessions for carers and people visiting olderrelatives, in response to comments from older residents.

The overall aim of the pilot was to provide subsidised parking, intended as a

contribution to parking costs, to unpaid carers working with Westminster residents.The pilot was designed to target unpaid carers in the borough who provide care toWestminster residents, of any age. Successful applicants received an allocation ofparking cards worth the equivalent of 6 hours of parking per week.

In the first four months 32 applicants have been signed up to the scheme and thescheme continues to run to date.

Dropped Footways

At the end of 2008 we began an information campaign to alert motorists to the

nuisance caused by parking at dropped kerbs and blocking pedestrian access. Thiswas followed by the issue of Warning Notices and full enforcement began in February

2009.

Dropped footway regulations apply at all times, even if yellow line parking restrictionsdo not. The purpose of the restriction is to encourage considerate parking so that

dropped footways are left clear for those who need to access the road from thepavement more easily to cross the road at safe place; this includes people withdisabilities or limited mobility and parents with prams.

A review of the scheme has prompted the installation of double yellow lines in a pilotarea in the city to reinforce that the restriction applies at any time.

Visitors Parking Scheme

The overall aim of the Visitors Parking Scheme pilot is to provide the opportunity forvisitors of Westminster residents to park closer to the residence they are visiting byusing resident bays. The pilot scheme began on 17th June 2009 and continues to run

to date.

The key issue being looked at during the trial, is whether a visitors scheme can co-exist alongside other permit schemes (in particular the resident permit scheme), with

regard to kerbside availability.

Visitors use the scheme by paying for a parking session using the Pay by Phoneservice or Parking Cards. To run the pilot scheme, we have:

created approximately 500 shared-use spaces within existing resident bays inQueens Park, Abbey Road and Regents Park;

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run the shared-use designation between 10am and 4pm during the day. Outside ofthese hours, the bays revert back to resident bays;

monitored occupancy in the bays as well as public feedback.

The scheme can be used by any visitor driving into Westminster. We are investigatinghow this scheme can be restricted to drivers who are genuinely visiting residents inWestminster. This, and responses to other suggestions received through theconsultation process, will be investigated and documented in the performance reportdue to be completed for the end of 2009.

Resident Permits Review

We reviewed and streamlined the resident permit application process to make it easierfor residents to renew their permit, to protect the scheme against fraud and to helpdrive resident satisfaction with parking services.

We now accept any proof documents in joint names and vehicle registrationdocuments as a residency proof provided the document displays the name andaddress of the applicant. We now also accept mobile phone bills (contract customers

only) as it is recognised that not all households have a landline. Photocopies ofdocuments are accepted with all postal applications.

Charges and fees have increased, with a temporary change of vehicle applicationcosting 10 and charge of 30 to replace a lost permit. We have removed the charge

to replace a stolen permit on provision of a verifiable crime reference number. Theannual cost of a parking permit fee increased from 115 (80 for 1200cc engine size or

less) to 120 (85) for first time applications; the online renewal fee remainedunchanged at 105.

Disabled Badge Review

We conducted a review of the criteria that apply for the issue of a White Badge, a

permit for disabled residents of Westminster. The overall aim was to improve thedelivery and efficiency of the scheme for the applicant, whilst ensuring the scheme isprotected from abuse and fraud. These changes were developed with and aresupported by WAND (Westminster Action Network on Disability) and came in on 6th

April 2009.

The following changes have been implemented:

Increased validity of the White Badge from one to three years, in parallel with thenational Blue Badge scheme.

Extended the scheme to children under the age of two and to people with severe

disabilities in both arms. This aligns with the blue badge regulations effective from15th October 2007.

Removed the following requirements to make the application process easier and

faster for the customer to complete:

- To have an Occupational Therapist (OT) assessment at every renewal wherethe disability is defined as lifelong by the OT.

- Obtain a signed declaration from nominated driver(s) and supply vehicle proofdocuments.

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- To declare if they are in receipt of a Government Grant towards the upkeep ofa vehicle or have a vehicle supplied.

Applicants now need to be on the electoral register where applicable and provide

proof of residency in Westminster; this will help to combat fraud. The number of vehicles registered with the badge at any one time has been

reduced from four to two. This measure is aimed at tackling fraudulent use of whitebadges.

Introduction of the following charges to contribute towards the administrative cost ofadministering badge reissues.

- Change of name & vehicle - 10

- Replacement of a lost or damaged badge - 30.

Motorcycle Parking

In 2007 we began a programme of work to address the increased demands for

motorcycle parking. This involved extending existing motorcycle bays, providing newbays, creating additional secure space in Westminster car parks and installing securitydevices (where practical and appropriate) in motorcycle bays across the city.

To help pay for these measures we introduced a motorcycle charging scheme on 4 th

August 2008. From this date, motorcyclists were required to make payment, primarily

through the councils Pay by Phone system, to park in a motorcycle bay. A range ofpayment and permit options were introduced, ranging from 1.50 per day to 150 for a

yearly permit. Prior to the launch of the charging scheme, motorcycle parkingprovision in the city was increased by 44% from 4,500 spaces to 6,550, including

approximately 400 spaces in our secure off-street car parks.

Based on formal objections received and the recommendations of our BuiltEnvironment Policy and Scrutiny Committee, proposals to keep but amend the schemewere agreed by the Cabinet Member for City Management on 20th May 2009. As a

result, from 1st June 2009 the charges were reduced by one third (an annual permitreduced to 100 and the daily charge to 1.00), concessions were given to holders of

residents permits for motorcycles (allowing them to park in motorcycle bays city-wide)and motorcycle provision in car parks was further increased and became free ofcharge.

Debt Management

We awarded a new contract for Debt Management Services in September 2008. Thisfollowed the decision to move to a single supplier to provide debt management andbailiff services. Our aim was to move away from traditional methods of debt collectionand adopt a softer approach, focusing on low level enforcement and ensuring thatbailiff fees are in line with agreed rates.

The strategy was to provide a customer-focused service, providing increased

opportunity to settle debts prior to bailiff enforcement action. This is being achievedthrough:

Increased customer communication to advise of outstanding debts before

progression to warrant stage; Less reliance on using bailiffs with low level enforcement and an increased number

of visits to debtors before bailiffs are instructed;

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Bailiff fees capped at 200 + VAT to ensure visit fees do not exceed agreed rates. GPS tracking of bailiff vehicles to provide evidence of bailiff attendance. Consistency in approach, moving from four suppliers to one.

Pedi cabs

Since October 2008 we have been engaged in a multi agency operation, led by theMetropolitan Police Service (MPS), to tackle Pedi cabs and Pedi cab Operators, usingpowers under Section 137 of the Highways Act 1980 (as amended by sections 38 and46 of the Criminal Justice Act 1982 and the Police and Criminal Evidence Act 1984,

Schedule 7) provides an offence of wilful obstruction of the highway.

The stated aims are to:

Work in partnership to reduce risk, nuisance and anti social behaviour caused bythe irresponsible use and operation of Pedi cabs within the West End.

Support ongoing problem solving activity throughout Westminster to reduce theproblems associated with Pedi cabs. Reduce crime, improve the quality of life and to reassure communities who visit,

live or work in the West End. Detect offences and bring to justice those found committing offences. Obtain best evidence to support the above. Gather intelligence (and effectively exchange this intelligence) which will be of

benefit to partner agencies in taking positive action against offenders.

Operations commenced on 4th December 2008 and the Parking Services involvementhas been to provide resources to enable seized Pedi cabs to be removed from thestreets, transported and stored in a secure depot, restoration to owner on completion

of all actions by the MPS. During December 2008, 24 Pedi cabs where seized andremoved.

TMA (Traffic Management Act)

The Traffic Management Act (TMA) 2004 came into force on 31 st March 2008,superseding the Road Traffic Act (RTA) 1991 and consolidating subsequent parkinglegislation as the primary piece of legislation concerning parking enforcement inEngland. The TMA aimed to encourage nationwide consistency and uniformity through

the creation of a policy framework by which all English local authorities, both inside andoutside of London, should set and enforce their parking policies.

The TMA discouraged the use of clamping against all but recognised persistentevaders and set time constraints before vehicles could be removed. In June 2008 weceased clamping and removal and replaced this with a relocations service.Relocations are now only carried out where necessary, upon request.

The TMA encouraged openness and transparency in the way enforcement authorities

carry out their functions. We publish our Enforcement Code of Practice and relevantassociated instructions and documents on the City of Westminster website. In June2009 we also republished our award-winning Park Right booklet, a pocket-sized guideto parking in Westminster.

Under the TMA, Parking Attendants became Civil Enforcement Officers to reflect theextended role they were required to undertake under the new legislation and were

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issued with a new uniform to recognise their new role and assist in changing publicperception.

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Statistics and Performance Information

Parking Operational Information (April 2005 to March 2009)

Figure 1 PCNs IssuedOverall volume of PCNs issued in 2008/09 reduced by 16%, with the largest shift being in

yellow line contraventions (down 21%), influenced by the Common Sense polices aroundloading and unloading and the work with the commercial delivery groups.

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Figure 2 PCN PaymentsThe percentage of PCNs paid at the discount rate remains relatively constant at around 55%,whilst the total percentage of PCNs issued in 2008/09 and paid sits at 68%. This figure isexpected to increase but is likely to fall short of the 72.4% for 2007/08.

Figure 3 PCN ChallengesThis graph shows informal challenges and formal representations received as a percentage of

PCNs issued. The increase in 2008/09 relates partly to the introduction of the TMA 2004 andthe increase in CCTV enforcement, which considers all first line challenges as a formalrepresentation.

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Figure 4 PCN CancellationsThe peak in 2005/06 for Write Off/System Error relates to the introduction of the new parkingsystem and archiving of old cases. Mitigation or Exemption refers to instances where amotorist put forward extenuating circumstances, made a genuine error or provide proof ofloading. Issue Error refers to when the CEO made an error issuing the PCN or a problem inthe process.

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Figure 5 PCN AppealsThis graph shows PCNs appealed to the Parking and Traffic Appeals Service as a percentageof PCNs issued. The London wide average is about 1.5%. Our performance in the first half of2009/10 is now below 1% following significant investment in improving the quality of theinvestigation and response.

Figure 6 Resident PermitsThe number of permits on issue in April 2009 has reduced as a result of improvements to thescheme. There are currently just over 35,000 permits on issue and approximately 32,000resident bays.

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Figure 7 PCN AppealsThe number of suspensions issued remained relatively static last year despite the economicclimate, however the number of illegal suspensions identified increased resulting in the recovery

of an additional 1m in revenue.

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Table 1 Detailed Operational Data

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Parking Financial Information 2004/05 2008/09

Figure 8 On-Street Parking RevenueThe year was marked by contrasts with a drop of 16% on the previous year in the number ofPenalty Charge Notices (PCNs) and a 22% increase in paid for income from on-street parking.Total revenue fell by 3.5% to 81.7m.

Figure 9 On-Street Parking ExpenditureTotal expenditure increased by 3% on last year to 47.3m, although enforcement andassociated contract costs were reduced by c2m following the scrapping of the clamping andremoval services.

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Figures 10 and 11 Parking Surplus & Contribution to the PPRAThe total surplus fell by 11% to 34.4m with the majority of contributions from the Parking PlaceReserve Account (PPRA) being shared amongst Transportation and Infrastructure schemesand projects, including maintenance. The PPRA also contributes to the funding ofconcessionary travel schemes like the Freedom Pass, which gives older and disabled residentsfree travel on London transport.

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Table 2 Detailed Financial Data

LB Westminster Parking Annual Report 08 09

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