University Parking Services Strategic Plan

GOALS, BENCHMARKS, and OBJECTIVES (including Strategies)

 

Goal 1: Parking Supply: Plan, develop and maintain a parking inventory that meets the daily needs of the campus community.

 

Benchmarks:

• Maintain utilization rates of 95% for faculty/staff parking, 90% for commuter student parking, 95% for resident student parking and 90% for visitor parking.
• Achieve a positive parking adequacy for each quadrant of campus.
• Increase annually the percentage of faculty/staff parking spaces designated as area reserved to achieve the greatest utilization of existing facilities and resources.

 

Objectives:

 

Objective 1.1: Increase the percentage of area reserved parking in each lot.

 

Strategies:

• Evaluate utilization and demand for reserved spaces in each lot.
• Change reserved spaces to area reserved as possible.
• Offer reserved space permit holders the opportunity to change to area reserved at permit renewal time.

 

Objective 1.2: Maximize utilization in all lots.

 

Strategies:

• Routinely study parking occupancy in all lots.
• Move individuals into the lots from waiting lists as occupancy counts allow.
• Routinely refresh waiting lists to ensure that those who are on the lists still wish to be there.

 

Objective 1.3: Strive to reach a positive parking adequacy statistic for each quadrant of campus.

 

Strategies:

• Conduct an annual assessment of the parking supply and demand for the campus.
• Identify areas and types of inadequate parking supply for a current year design day as well as a design day five years into the future.
• To the extent possible, apply the resources and planning necessary to remedy the inadequacy.

 

Goal 2: Transportation Demand Management: Encourage use of alternative transportation methods to reduce the demand for increased parking on campus.

 

Benchmarks:

• 25 employee parking permit holders on campus are members of a registered carpool in the pilot program.
• Retain 80% or greater of carpool participants through the first year.

 

Objectives:

 

Objective 2.1: Provide an employee carpool program that meets the needs of employees.

Strategies:

• Develop and implement a pilot employee carpool program to coincide with permit renewals.
• Offer incentives such as cost-sharing, convenient parking or others to encourage participation.
• Identify and evaluate on-line carpool matching services.

 

Goal 3. Human Resources: Recruit and retain the quality staff necessary to achieve our mission.

 

Benchmarks:

• Achieve an accident rate of 0 accidents per year.
• Maintain an on-time training completion rate of 100% for all areas.
• Maintain an employee to parking space ratio of 1:440 or lower.
• Hold employee turnover to less than 10% annually.

 

Objectives:

Objective 3.1: Improve safety on the job and target an accident rate of 0.

Strategies:

• Conduct training classes for all new employees.
• Conduct annual refresher courses for established employees.
• Include safety tips appropriate to the weather and current activities in each staff meeting.

Objective 3.2: Maintain an industry-recognized staffing level proportional to the size of the parking system.

Strategies:

• Prior to the budget process, determine the current employee to space ratio for the parking system and adjust staffing requests accordingly.

Objective 3.3: Focus on the training and development of all employees.

Strategies:

• Ensure that all new employees are properly oriented to Texas Tech and complete all required training promptly.
• Frequently assess each new employee’s knowledge throughout the training program to identify areas which may require additional attention.
• Work with each employee to identify areas of needed job skill improvement or areas of interest for personal or professional growth.
• Provide unique and effective learning opportunities at the annual staff development event that allow employees increase their ownership within the organization and grow professionally.
• Encourage employees who are interested to take advantage of the University’s tuition waiver for staff by taking classes and work toward a degree.

 

Goal 4. Customer Service: Provide exceptional customer service in all aspects of our operation.

 

Benchmarks:

Achieve a 3.5 or better rating on customer satisfaction in all areas.

10 public relations events completed annually.

100% participation in the Parking Coordinators’ Network

3,000 public contacts made annually.

400 Motorist Assistance Program calls answered each month.

Objective 4.1: Provide quality service to all customers and guests

Strategies:

• Design and implement departmental customer service training program designed to meet specific needs of our staff
• Implement “Gold Key” Training program for Entry Station Personnel to enhance customer service by partnering with other departments and programs on campus

Objective 4.2: Promote the values of University Parking Services by hosting/partnering in special events on campus

Strategies:

• Host semiannual car clinics.
• Continue to be a participating vendor in New Employee Orientation

Objective 4.3: Maximize availability of information and resources

Strategies:

• Personally contact each campus department within the year
• Send quarterly newsletter to all departments regarding updates and new information
• Host annual Parking Coordinators Luncheon

Objective 4.4: Promote programs and initiatives in innovative ways

Strategies:

• Provide each permit holder withpromotional MAP windshield decal
• Advertise programs with student organizations, in student media, etc.
• Implement advertising in campus buses
• Develop an marketing, promotions and public relations plan annually.

Goal 5: Parking Education: Seize opportunities to educate patrons proactively about parking on campus.

Benchmarks:

Discuss parking behaviors with 30% of repeat parking violators each semester.

25% participation by invitees in the Defensive Parking Class.

1% or less of repeat violators achieving greater than 12 citations each semester.

Objective 5.1: Promote safe and equitable parking practices

Strategies:

• Request meeting repeat violators after 6^th offense, students and employee alike
• Provide online educational opportunity for first ticket dismissal
• Continue progressive educational opportunities up to and including community service opportunities within the department

Goal 6: Academics: Support the academic efforts of the University

Benchmarks:

Provide opportunities for two internships annually.

Provide opportunities for six class projects annually.

Employ two or more work-study students annually.

Objective 6.1: Provide hands-on learning opportunities for students

Strategies:

• Contact deans for promotional assistance in locating eligible students in marketing, business, and other areas as available.
• Develop initiatives with programs to become a more environmentally friendly operation
• Continue partnership with Interior Design Program to develop new look for office

Goal 7: Leadership: Develop programs and staff that contribute to the collaborative efforts and expansion of knowledge within the University and the parking industry.

Benchmarks:

Two or more staff participating in University committees, task forces, senates or other efforts to improve the University.

Participation by 100% of peers involved in data collection effort.

One or more presentations by our staff at professional association conferences.

One or more appointments to boards, committees or task forces of professional associations.

Objective 7.1: Empower and inform employees about service opportunities

Strategies:

• Create a catalogue of possible committees and appointments
• Communicate with eligible staff via e-mail regarding pending opportunities
• Encourage staff to attend additional trainings on and off campus by offering a graduated scale of incentives

Objective 7.2: Maintain industry recognized standards and provide cutting-edge programs

Strategies:

• Empower employees through training and sharing
• Encourage out of the box ideas by providing idea sharing forums within and without the department