Cracking the code

Eyes will be on the private parking sector procedures. And no one should underestimate the complexity of as the new unified code of practice the parking industry, so it will be a very steep learning curve for anyone who sits on the new Scrutiny Board that will be monitoring draws nearer, says Vicky Jarrett T he parking industry might bemoan the relentless stream of negative stories in the media, and there would certainly be justification for feeling aggrieved that positive steps to drive up service standards have received very few column inches outside of the main industry titles. The fact remains, however, and ensuring compliance with the new code. Transparency at all levels and full accountability at all times will definitely be the order of the day… and in the coming years. Our experience and commitment to undertake pre-audits of signage and documentation at every car park operated by an IPC member has always helped to ensure operational legality and compliance before an operator can undertake any enforcement action. It has also overcome the reported high number of appeals that no motorist takes delight from receiving a parking charge. that have been upheld by POPLA as a direct result of unclear sigAnd, we have to accept that perceived malpractice of any form nage. We have also introduced detailed audits for all self-ticketing will provide a licence for a vociferous minority to secure media operations, with details logged and updated biennially, as well as endorsement for their views even where those views may be ill- a self-reporting tool to enable operators to report any perceived informed, misdirected or, in some breach of the IPC code. cases, malicious – and, in the process, Any motorist or MP who wishes to tarnish the industry as a whole. complain about the practices of any Parking service providers are, quite operator also have dedicated online simply, soft targets. The new Code of Practice will have the portals to simplify the process, optiWe could cry foul – but why would anyone listen? We could dust off the hard hat and armour plating and just stamp of respectability, authority and relative impartiality mise response times and act as a catalyst for continuous improvement. And we regularly undertake physical take the criticism on the chin, but car park audits and ‘mystery shopper’ what would that achieve? We could exercises to assess compliance and take steps to deflect the fire back service standards. towards irresponsible motorists, Because our members are familiar though in my experience, a tit-for-tat attitude rarely benefits with, and agree with, the procedures and disciplines of this anyone. Or, we could mount a concerted campaign to restore proactive approach to compliance, the adoption of the new code public confidence in an industry that is an unsung but critical will not demand a major step change in the way they operate or resource for local economies and local communities all over the the way we ensure adherence to the agreed standards. country. But where would we start when there is so much entrenched scepticism and latent suspicion? The need for scrutiny by design

I believe the parking industry has to face up to the less than The increasing scrutiny must not be taken lightly, though. As evifavourable current perceptions of the motoring public and denced by our existing disciplines and approach to compliance, capitalise on any development that will serve to substantiate its it really should be a case of scrutiny and transparency by design. position as a responsive, responsible and progressive service In other words, practices and procedures should always be sector. I believe the new Code of Practice for Parking could designed from the outset to accommodate and deliver scrutiny provide just such an opportunity. and accountability in all circumstances – not designed for oper-

Indirectly, the new code will have the stamp of respectability, ational convenience or expediency where assurance of compliance authority and relative impartiality that accompanies any legislation is then dependent upon an imposed (and avoidable) layer of and, hopefully, it will provide a clear reference point for motorists, bureaucratic checks and investigation. landowners and parking operators alike. It really is a case of thinking about the objectives, taking

We won’t change perceptions overnight but, from such a firm positive steps in advance and planning ahead to ensure actions and consistent foundation, we can take decisive steps to begin and processes are truly fit for purpose once the content of the eroding the prevailing negativity and, slowly but surely, start to new code has been finalised – and that applies to the accredited win over the hearts and minds that have eluded the parking parking associations as well as their respective members. It will industry for far too long. be a case of adjusting existing practices and fine-tuning processes

The key, of course, will be compliance. to deliver the assurance that is required. Such an approach,

Winning over hearts and minds The highly complex nature and composition of the parking The reason the new code can represent a new horizon for the industry and the multitude of diverse stakeholder groups will parking industry is that the scrutiny on the industry will be even invariably throw up new and unforeseen challenges along the more visible than ever before. That’s not a bad thing. In fact it’s a way. Consequently, it will always be important that any measures very positive development, as both the International Parking taken to ensure compliance also satisfy the need for agility, Community (IPC) and British Parking Association (BPA) have constant evolution and continuous improvement. This is certainly sought compliance with approved and accepted standards for the way forward as far as the IPC is concerned. many years. By expanding our administration team, we are freeing up

Indeed, the stringent audits and scrutiny from the likes of the management resources and preparing the ground for evermore DVLA (Driver and Vehicle Licensing Agency) have been in place vigilant monitoring and assessment to ensure the spirit, as well for many years, although have remained largely unseen and as the content, of the new Parking Code of Practice delivers the unrecognised outside of the industry. But, now, every party has right outcomes where it matters the most – on the parking had a say in the development of the new code, and that reduces frontline. the risk of any unfounded disrespect or disdain. There is unlikely to be much wriggle room for any party and any would-be grey Vicky Jarrett is the IPC’s senior operations manager. areas should be that much more black-or-white – well, we hope however, must not be a one-off gesture. so anyway! The International Parking Community (IPC) is a DVLA Accredited Trade

For IPC members, we’re expecting the transition to the new Association (ATA) representing parking operators from both the public code of practice to be relatively seamless. Of course, there will be and private sectors. The IPC is a trade association, and lobby group, some challenges, not least in sourcing and installing new signage for industry professionals. in every car park and grappling with some new administrative theipc.info