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This ParkFlag update is presented to identify key accomplishments, partnerships, challenges, and a general “state of parking” in Downtown Flagstaff.  This report includes details about our operations, parking enforcement philosophy, challenges since implementation, and future initiatives.
 
ParkFlag Mission Statement:
Providing exceptional customer service to our customers by facilitating their parking experience. Honest and professional individuals dedicated to helping the public find places and services in Flagstaff.

ParkFlag’s Authority and Responsibilities:
 
The Parking Manager and Parking Aides (unarmed police aides) are employees of the Flagstaff Police Department and managed by the Economic Vitality Division.
 
Parking regulations enforced by ParkFlag help maintain traffic flow, enhance public safety, and complement the City’s commitment to promote a safe and prosperous environment for residents, business, and visitors.
 
ParkFlag Staff:
 
ParkFlag is staffed with four Parking Aides and a Parking Manager.
 
The Parking Manager supervises staff and manages operations of ParkFlag including customer service, policy and procedures, compliance, reporting, pay-to-park supplies and equipment, parking enforcement, and community engagement.

Parking Aides' Role:
 
The role of the Parking Aides is to embody the ambassador side of the position. It is our goal to change the negative stigma associated with parking enforcement aides through exceptional customer service as we enforce the applicable regulations.
 
Parking compliance is gained preferably via outreach and ambassador activities. As a last resort to gain compliance, citations are issued.
 
Visitor assistance: Parking aides provide assistance to downtown visitors and the community as they give directions to, and provide information on, local events. Parking aides routinely help parkers use the pay-to-park kiosks and the alternative methods of payment.  Customer service is stressed as a team value.
 
Security: Parking aides carry cellphones and contact the police to report potential problems or incidents that have occurred. Parking aides on regular walking routes have developed working relationships with police officers and store front personnel.  Additionally, they have been provided training on de-escalation techniques.

Enforcement: Parking aides issue warnings and citations for compliance with City Traffic Code Section 9-01-001-0003, Stopping Standing and Parking Restrictions.

Some examples of traffic code regulations enforced include:

• Parking on Sidewalk
• Blocking driveway
• Parking within 15 feet of Fire Hydrant
• Parking on crosswalk
• Parked outside of 18 inches from the curb
• Limited time parking
• Parking within Lines or Markings

Warning-Citations Statistics: (January 6, 2018- May 30^th, 2018). Warnings issued: 8,676. Citations issued: 1,445. (summary attached).

Managed Parking: ParkFlag manages more than just the parking kiosks. The program also manages around one thousand (1,000) parking permits consisting of Employee North, Employee South Permits, Facility Specific (F and C permits), Downtown Single-Family Resident and Downtown Resident permits.

Policies/ Procedures/Improvements:
As ParkFlag evolves to meet the needs of its customers and the community, policies and procedures continue to be developed to enhance the customer experience and meet regulatory requirements.  Some examples are outlined below:
 
Municipal Court Administration: ParkFlag is further developing a policy based on the Arizona Revised Statutes regarding “boot” procedures as well as working with Municipal Courts staff on processing contested tickets and recordkeeping. Per the Administrative Guidelines of ParkFlag, a customer with three unpaid tickets for more than 6 months is subject to “boot” and towing of the vehicle.  
 
Clarifying Kiosk Use: Instructions to improve customers' use of the kiosks were added. Specific instructions were clarified on how to operate the kiosks as the most common error was the incorrect entry of the vehicle plate number.

Cash Kiosks: A second cash kiosk was installed and is in operation. It is located on the corner of Aspen and Leroux.  The other cash kiosk is located in front of City Hall. We will continue to monitor customer feedback to assess the need for additional cash kiosks.
 
Permit Applications:  The online permit application process is now available to customers. For all permits, this eliminates the need of getting and filling out a form and returning it to ParkFlag.  For customers that do not have access to the online application process, paper applications will still be available and accepted.
 
Permit Renewals:  Monthly permits have changed to renew automatically.  It is anticipated our customers will truly appreciate the new feature of automatic renewal and it will improve efficiency for ParkFlag as well.

PARTNERSHIPS:
ParkFlag continues to develop and maintain working relationships with local organizations and departments to receive feedback and improve operations of ParkFlag.  For instance:
 
Flagstaff Police Department: Staff attended training conducted by Flag PD in court room proceedings and de-escalation awareness. ParkFlag presented an overview of operations and capabilities to all patrol staff.
 
Flagstaff Downtown Business Alliance (DBA): ParkFlag and FDBA share an office and work together as ambassadors of the program. FDBA conducted a short online survey to 280 downtown business and property owners which is attached.
     
American Valet Public Parking: ParkFlag continues to work with American Valet management on clarifying signage/messaging for parking customers at the respective lots. American Valet manages pay-to-park on private lots and have their own kiosks and fee schedule. 
 
Steering Committee Guidance: Meets regularly to advise/guide the Parking Manager on parking policies/changes/implementation and consideration.  At times email communication serves as well.

RESIDENTIAL PERMIT PARKING PROGRAM: 
 
Residential Permitted Parking: To date, there are three installed residential permitted areas which include: sections of Birch, Leroux, and Ashurst street.  Currently awaiting installation are sections of Elm, Hillside, Dale, and Verde streets. ParkFlag is responsible for implementation and enforcement of installed permitted areas.
 
Neighborhood Outreach: ParkFlag has attended regular meetings to make presentations regarding the Residential Permit Parking Program available to the Community. Community organizations presented to include: the Good Neighbor Coalition, La Plaza Vieja Neighborhood Association, Southside Neighborhood Association and residents interested in the program.
 
A proposal is being considered for owner occupants to be contacted on the Southside to assess the need for proactive implementation of the Residential Permit Parking. 

FINANCIAL:
Average weekly sales:                                      $    23,183
          Weekends:                                                           51%
          Average weekly number of transactions:      12,031

Payment Method:
          Whoosh!:                                                              13.4%
          Kisoks:                                                                  86.6%
          Cash:                                                                        .1%

Projected year end (Not Adjusted):                   $1,205,503

Install and startup are on budget even though about 15% more infrastructure was installed.  

PENDING CHANGES:  
 
Validation Codes: ParkFlag is providing an additional method of payment for its customers in the form of validation codes. Customers purchase codes in advance and input their codes at kiosks to redeem their validated parking. Merchants will have the ability to purchase codes and pass the codes on to customers for future parking.  Customers without smart phones or without credit cards would be able to purchase validation codes and use them instead of cash.
 
Kiosk Instructions: ParkFlag is working to revise the on-screen instructions to make the kiosks more user friendly.
 
Lighted Key Boards: ParkFlag has purchased lighted key boards to test on current kiosks to improve lighting. After the lighted keyboards are evaluated; a determination will be made as to the benefits and possible costs and methods of deployment.

Location of Kiosks: ParkFlag regularly reviews the location of kiosks to determine if relocation would be beneficial.
 
Annual Permits: A proposal will be submitted to Council for review on adding annual permits to the Resident Permit Parking- Downtown Resident (DR). The Phoenix parking lot is underutilized and available parking potentially could be sold on an annual basis for residents if approved by council.
 
CHALLENGES:
 
Credit Cards: Addressing the use of credit cards not working has been a challenge. We have found that some customers' credit cards are damaged prior to use, there may be insufficient funds, banking rules for fraud protection, use of American Express (which is not accepted) and the most common error is that customers at times “swipe” their card into the card reader instead of inserting it and leaving it in like a chip reader. Instructions are located on kiosks for credit card use.
 
Customer Friendly Portal: ParkFlag is experiencing delayed response to service calls in improving the back-office software program. Although this is frustrating to staff, it has not significantly affected operations and customer service. The most impact to operations is the time committed by staff to “fix” the issues on case by case basis. Communication with the vendor is regularly occurring to improve the Portal.  
 
OUTCOMES:
 
Available Parking/Satisfied Customers: Since ParkFlag was implemented; Park Flag regularly receives feedback form locals that they can find parking. The availability of downtown parking has reduced the experience of driving around downtown to find a parking space.

Downtown Business: Flagstaff Downtown Business Alliance (FDBA) has reported that many businesses see the turnover in available parking and that it has resulted in increased door counts.
 
Customer Service by Parking Aides: Parking Aides walking about town during their enforcement routes have added to the visitor experience by providing directions to local restaurants, lodging, camping, events, and business.

Policy: One-year formal review (October, 2018):
ParkFlag, Steering Committee and Stakeholders will conduct a one year review of operations to determine any non-operational (policy) changes. In addition, ParkFlag has compiled a “feedback list” to evaluate and determine solutions to issues.