Tpp 2015 03 low by International Parking & Mobility Institute

A Green Lighting Upgrade

THE INTERNATIONAL PARKING INSTITUTE

Being Prepared 20

A well-planned disaster drill offers valuable lessons for everyone in parking and transportation

EMV Chip Migration

CPARK-L Celebrates 21 Years

Customer Service Training Lessons

MARCH 2015

Parking Enterprise Management System™ (PEMS)

Manage Your Parking Program from One System PEMS is the ultimate on-street parking management application, enabling users to access and report on meter, sensor, violation and License Plate Recognition (LPR) data.

DuncanSolutions.com/PEMS » Provides program information from any desktop or internet-enabled portable device » Communicates wirelessly with meters, sensors and enforcement » Offers comprehensive revenue management, reporting and audit capabilities » Generates real-time alarm and alerts to selected personnel

Duncan Solutions. Parking and Enforcement from Start to Finish. (888) 99-DUNCAN • (888) 993-8622 | DuncanSolutions.com

Southland Stock Store Order stock tickets online with your credit card today.

800-241-8662 www.southlandprinting.com IPI#49-01

WAYFINDING MARCH 2015 | Volume 31 | Number 3

20 T

Being Prepared

HE MANTRA SAYS IT: Practice makes perfect.

Perhaps nowhere is this

prepare Caption helped for control center photo

all our staff—

from first responders to shuttle drivers—to react to a real emergency at any time.

This exercise was the culmination of a 10-month process that included a planning team of 35 people from 20 different organizations. In the months prior to the exercise, the planning team worked diligently to solidify objectives and expected actions, confirm extent of play from participating agencies, and make logistic assignments. More than 250 people were involved in the exercise, and more than 1,500 hours were invested by planners, participants, and support personnel to make it a success. The short synopsis presented here provides only a glimpse into the scope of the event; we hope it might help you prepare for unexpected emergencies at your facility.

valuable lessons for everyone in parking and transportation. By Bruce Barclay, CAPP

Salt Lake City International Airport’s accident drill brought disaster preparedness to the forefront, offering valuable hands-on practice and feedback after it was over.

The Drill On Friday, Oct. 10, 2014, SLCIA conducted its triennial emergency disaster drill. This drill is conducted in accordance with all Code of Federal Regulations (CFR), including 14 CFR Part 139, 49 CFR Part 1542, and FEMA Homeland Security Exercise and Evaluation Program (HSEEP) guidance. In layman’s terms, it is a federally mandated exercise to be held every three years. The purpose of the drill was to evaluate Salt Lake City International Airport’s ability to respond to disasters. The intent is not only to identify gaps in response but also seek realistic solutions to resolve any identified gaps. A series of exercise objectives and capabilities was planned well in advance of the exercise. Among the objectives for the exercise were:

RESOURCE As CPARK-L celebrates 21 years, its founder looks back at its history and ahead to the future. By Douglas Holmes, CAPP

ong before we all embraced Twitter, Facebook, MySpace, Skype, LinkedIn, Instagram, Flickr, the World Wide Web, or even Google, there was CPARK-L, a parking-specific email list. CPARK-L was created out of my selfish desire to obtain information to help me do my job but also to serve the campus parking management community. Since then, the list has withstood the test of technological times—it turned 21 years old a few weeks ago. CPARK-L is an Internet list that is very simple in concept and very useful in practice. Basically, like all Internet lists, it is a glorified remailer. People subscribe to the list and post questions, and CPARK-L mails the queries out automatically to all subscribers. CPARK-L creates a roundtable discussion with your peers at any time of the day, whenever you want, on any subject relating to parking and transit. The list links you to any subscriber in the world. You will recognize names that are already subscribed as you read their postings to the list. CPARK-L can bring ideas to you from around the country and from around the world and offer you the ability to provide information to your peers.

CASE STUDY

Green A Transit Station Goes

A lighting upgrade exemplifies a structure’s commitment to sustainability. By Mark Bolton

arking structures are open for long hours, sometimes all day and night. Some spaces are infrequently occupied and open to daylight, making additional lighting unnecessary. In addition, energy costs are rising and industry standards (developed by organizations such as the American Society of Heating, Refrigerating and Air Conditioning Engineers [ASHRAE] and California Title 24) have become more stringent as they apply to building owners and operators. To lower energy consumption to comply with such standards, it is essential to be proactive and make energy-saving decisions that lessen costs and consumption, reduce maintenance, and increase sustainability efforts.

These standards become even more challenging for owners and operators of park-and-ride facilities, where intermittent foot traffic often dictates 24/7 operation and magnifies the need to implement energy-saving practices. Park-and-ride lots help ease commutes by offering a convenient and safe location to transfer from a singlepassenger vehicle or bicycle to a carpool, vanpool, or transit system. Ridesharing or using public transit saves time and money while reducing traffic congestion and energy consumption. In addition to safety and affordability, public transportation saves energy, reduces traffic congestion, helps the environment, and offers benefits for individuals and communities alike. Making these facilities sustainable is important to the preservation of our natural environment. The Foothill Transit Park & Ride, Industry, Calif., demonstrates one option that uses lighting to help a parking facility successfully meet sustainability goals and save energy while improving safety and visibility.

and longer lamp life, which can reduce maintenance requirements. Estimated LED (L70) lamp life of 150,000 hours is currently available on some parking garage fixtures. This longevity also makes LEDs a possibility in areas that are difficult or costly to maintain, including remote, hard-to-reach, or dangerous locations. When coupled with control systems that monitor and adjust light levels based on motion and/or daylight, newer-generation lights provide increased energy efficiency in areas that receive intermittent use, including park-and-ride facilities. These lighting control systems can help building owners meet emerging building goals and standards related to energy efficiency. Use of tax incentives and rebates can further reduce costs and enhance the return on investment. The DesignLights Consortium® (DLC) Qualified Products List (QPL) catalogs products that qualify for efficiency program incentives across the U.S. and Canada. The DLC promotes quality, performance, and energy efficiency in commercial lighting solutions. Visit designlights.org/qpl for more information.

Parking Structures and Lighting LED luminaires can be one cost-effective solution that helps achieve sustainability goals and industry standards while providing benefits such as high efficacy and glare reduction for safety and security. LED lighting fixtures present a potential solution for a variety of applications due to their low energy consumption, high efficacy,

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

parking.org/tpp

Lighting and Security Parking facility safety and security is a huge issue; beyond an obvious need to keep users as safe as possible, parking affects the economic viability of a community.Crime Prevention Through Environmental Design (CPTED), which applies to parking facilities, emphasizes the proper design and effective use of a created environment to reduce crime and enhance quality of life. The single most important CPTED security feature is lighting. Data suggest sufficient lighting deters crime and produces a more secure atmosphere. In fact, lighting is one of the few facility features that has been documented to reduce crime in parking facilities.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

CREDIT SECURITY T

he U.S. is more than three years into its migration to Europay MasterCard Visa (EMV) chip payments, and 2015 is expected to be a year of great progress. Last year, there were approximately 120 million chip cards in the market, and this number is expected to leap dramatically to 600 million cards (or half the total cards in the market) by the end of 2015. Merchants are preparing too, with some estimates that as many as 50 percent of all payment acceptance terminals in the U.S. will be fully enabled to accept EMV chip cards by the end of the year.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

The U.S. parking industry, which generates more than $25–30 billion in gross revenues from its many thousands of parking garages, lots, and on-street parking meters, is one of the larger merchant segments taking on chip implementation projects. Upgrading all of the payment terminals throughout the industry to accept chip cards is not a simple or inexpensive task, but it is one that can help better secure the parking payment infrastructure and prevent fraud losses from counterfeit card fraud and skimming. Read on to learn why 2015 will be the “year of the chip.”

data? It’s because the magnetic stripe payment card data in retailer systems is extremely valuable to hackers; criminals will pay high prices for it because it’s easy to use to create functioning counterfeit payment cards. Magnetic stripe cards are also extremely easy to skim, which has been a problem in the parking industry, particularly for those with unattended payment terminals. Its reliance on magnetic stripe cards is one of the reasons why the U.S. has increasingly become a target for fraud. The U.S. loses approximately $5 billion a year to fraud, which accounts for about half of global card fraud Why Chip and Why Now? despite our only generating about a quarter More than 80 countries have already impleof the total volume of purchases and cash. mented EMV chip payments based on the EMV chip card data can help combat EMV global standard. The EMV standard some of this fraud because it cannot be used defines a set of requirements to ensure into make functioning counterfeit cards. There teroperability between chip-based payment are three major chip card transaction security cards and terminals. Chip cards contain features that work to prevent fraudulent embedded microprocessors (the “chip”) that transactions: ●● ●Microprocessor chip. Each chip card provide strong transaction security features By Randy Vanderhoof and other application capabilities not poscontains a secure microprocessor chip that sible with traditional magnetic stripe cards. stores payment card data placed by the isThe U.S. is one of the last major economies to adopt chip suer during the personalization process that can perform technology. Chip implementation was initiated in the U.S. cryptographic processing during a payment transaction. market in 2011 and 2012 when American Express, Discover, This payment data is stored securely in the card’s chip and is protected with advanced chip hardware and software seMasterCard, and Visa announced their roadmaps for supporting curity. This helps prevent card skimming and card cloning, an EMV-based payment infrastructure. One of the drivers for this decision is for the U.S. to implement a payment system that which are the most common ways magnetic stripe cards are is interoperable with the rest of the world. The other major compromised and used for fraudulent activity. ●● ●Authentication. In a chip card transaction, the card is audriver? Fraud reduction and prevention. thenticated as being genuine by the issuer or the terminal, and the chip’s processor generates a dynamic data element Deciding to Implement Chip that is unique for each transaction. Making the decision to implement chip acceptance sooner rather than later will benefit parking organizations in two ●● ●One-time-use cryptogram. Unlike the static code in a ways: It will protect their payment systems from hackers and magnetic stripe transaction, the chip card uses a one-timeuse cryptogram for each transaction. Even if fraudsters are skimmers, and it will prevent them from assuming potentially higher fraud losses after Oct. 1, 2015, when the liability for able to steal account data from a chip transaction, the stolen fraudulent card transactions shifts to the party with the least code will have already been used and is therefore invalid. In secure technology. Implementing chip is a decision for each addition, chip cards do not include other data needed for individual merchant and card issuer, and while it is not a magnetic stripe transactions, so criminals cannot use the mandate, those who don’t migrate to chip will absorb resulting stolen data to make counterfeit magnetic stripe or counterfeit losses in the event of fraud. chip transactions. What this means for the parking industry: For organizations Chip Security Features that start accepting chip payments, the data in their systems While 2015 is poised to be the “year of the chip,” 2014 was, will become a lot less valuable to hackers. It has been seen in unfortunately for many, the “year of the data breach.” There other countries that have migrated to chip technology that were many instances of overseas hackers infiltrating retailer hackers will focus their attacks on organizations that still use systems and stealing consumers’ payment account data. magnetic stripe data. Skimming operations, too, will become Why are overseas hackers so interested in U.S. payment card fruitless as consumers increasingly use their chip cards.

What parking professionals need to know about EMV chip migration.

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

There are several factors that make CPARK-L such a handy tool. First, and foremost, it is free. It does not cost anything to subscribe, maintain your subscription, or have access to the archives. All you need is an Internet connection. There are no advertisements or pop-ups. The database is not provided to vendors, although there are many vendor subscribers (they are not allowed to post advertisements, but many provide solid non-promotional response to technical questions). The value to vendors is that they can see market trends developing through the various discussion threads that make their way to CPARK-L. They also get valuable insight into the kinds of parking.org/tpp

products that parking professionals need or want to make their operations more efficient. CPARK-L can serve as a recruitment tool for employers looking for quality parking professionals. Organizations have reached out to the subscriber base to find parking managers, alternative transportation managers, transit managers, and other specialized disciplines that are needed to ensure the smooth operation of a quality parking/ transportation system. As parking continues to diversify and become integrated with transit operations, CPARK-L can help serve as a clearinghouse for information as the world evolves. CPARK-L has also been used by state and regional parking associations to announce their upcoming educational programs and trade shows. CPARK-L has a searchable archive that can look back three years. A web interface makes the archives easy to access. Topics are wide-ranging, from permit distribution systems to cash-handling procedures, from bicycle sharing programs to ride sharing to carpools to vanpools. In January, for example, there were requests for information on consultant selection, enforcement technology, MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

Simple Fixes

The death and resurrection of bicycle transportation on campus.

Simple

FIXES The death and resurrection of bicycle transportation on campus. By Ron Steedly, CAPP, MEd, LCI

et’s face it: Bicycle transportation on a college campus is essential. No matter if the campus is 5,200 acres like Texas A&M University (10th in the nation in overall acres) with nearly 56,000 students or 14 acres like Thomas More College of Liberal Arts with its 84 students, you will find bicycles at school.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

If you have ever looked closely at the bicycles parked in college campus racks, you might have seen a fleet of metal and rubber dying a slow death. Rows and rows of “Bicycle-Shaped Objects” (BSO) fill the racks, showing the effects of weather and a lack of maintenance. Rust on most metal parts such as the chain, chain ring, and cassette (gears); flat tires; exposed tubes; melted grips; disintegrated seats; and missing parts are common. If you listen carefully, you may hear a faint “help me” groan coming from the bicycle parking area. These bicycles want to be used and seen as reliable transportation for the owners, but they need proper care. A very small percentage of these bicycles is owned by cyclists who are cognizant of the need for bicycle maintenance to keep their bikes healthy. In an ongoing informal poll conducted by me when I am out and about on campus, the response to, “Before college, when was the last time you used a bicycle on a regular basis?” is a resounding “middle school,” at least 90 percent of the time. That explains a lot about understanding the essential need for maintenance (in addition to the disregard for traffic laws, the scary driving tactics, and the need to practice for the bicycle slalom Olympic event using pedestrians as slalom poles).

Students can learn to fix their own bikes or get referrals to local repair shops from the HUB.

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

44 w

When the Customer Hears No

When the Customer We want to make the most of the opportunity to engage with customers and leave them with a positive experience when communicating with us.

Training parking service providers to improve customer evaluation and perceptions.

s parking administrators know, developing a workforce of customer service providers who are committed to building a valuable parking brand for the organization can be a big challenge. Our employees have an enormous responsibility in building a positive image for parking operations.

These employees are the ones who answer the phones and provide first impressions when current or prospective clients seek to communicate with us. As with other businesses in which customers drive the work environment, customer service in parking operations is essential. Unfortunately for parking professionals, their business—in much the same way as an airline or finance office—cannot always accommodate customer requests. In fact, many policies that are in place for the well-being and safety of the community and to ensure efficient daily operations are not favored by those who use our services. By V. Ann Paulins, PhD, and Teresa Trussell, CAPP In the parking services department (and as in the offices of many service providers) at Ohio University, Athens, Ohio, the majority of our customer service representatives are part-time employees. On our campus, virtually all of our part-time employees are students who work until graduating. This creates a dynamic of new employees on a regular basis and, consequently, a need for ongoing customer service training along with an effort to ensure employees are appropriately educated on all policies and regulations. To best serve our customers, employees must be knowledgeable and have confidence in policies and procedures. Having a clear understanding of the rules and regulations allows employees to use critical thinking and problem-solving skills to find ways to meet the needs of their customers in a caring, efficient manner. But simple knowledge of policies and procedures is not enough; especially in heated customer service

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

As CPARK-L celebrates 21 years, its founder looks back at its history and ahead to the future.

STUDY

What parking professionals need to know about EMV chip migration.

The Value

CASE

A lighting upgrade exemplifies a structure’s commitment to sustainability.

Boosting Credit Security

Subscribers were slow in coming at first. However, as word spread at regional conferences, by word of mouth, and through the International Parking Institute (IPI), the number of subscribers grew quickly. Today, there are more than 1,200 subscribers from countries all over the world, including Australia, Canada, Cocos Islands, Israel, New Zealand, the United Kingdom, and the U.S.

30 BOOSTING

A Transit Station Goes Green

The Birth of the List The idea for CPARK-L was hatched when I was notified by my then-vice-president that my operation was not running lean enough and that most campuses across the country had much lower overhead costs than ours. I had no way to check the accuracy of the comment and spent days on the phone contacting similar universities, trying to get benchmark information and, if we were indeed fatter, to solicit ways to trim things up. After a couple weeks, I had my answers and was able to write a report and action plan to satisfy the VP’s concern. Fortunately, we compared quite favorably to peer institutions. The problem was that the research effort was labor-intensive, and I wanted a way to at least help speed up information-gathering without engaging in unnecessary games of phone tag. A couple weeks later at a meeting on campus, I explained my challenge to my colleague, Pete Weiss. Pete worked in the university’s computer system and is a technical genius. After an explanation of just what an Internet list was, we decided to create CPARK-L. It was a way for me to quickly garner information, help, tips, and advice from campus parking managers. Pete is no longer fully active on CPARK-L, but I still seek out his knowledge from time to time. I act as the editor of the list. The reason I say “campus parking managers” is quite simple. Back when we kicked the list off, Internet access was common on campuses but not in corporate or governmental America. (Anyone remember Gopher?) However, as the Internet expanded its reach, the list’s subscriber base grew in other sectors of the profession. Municipalities and other governmental agencies that dealt with parking began using it, as did medical centers, mass transportation authorities, and entertainment venues.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

An Invaluable Resource

A well-planned disaster drill offers valuable lessons for everyone in parking and transportation.

BEING PREPARED A well-planned disaster drill offers

interactions, the best strategy is for all customer service employees to be prepared for difficult situations, including telling customers no.

Perceptions As in other customer service environments, parking services’ frontline customer service representatives are, to borrow a phrase, where the rubber meets the road—they are the voice of parking operations and they build the brand image, positive or negative, that is communicated community-wide by word of mouth. As Jeff Petry noted in the June 2014 issue of The Parking Professional, parking has thousands of consumer interactions each day that determine customers’ perceptions of their business. We want to make the most of the opportunity to engage with customers and leave them with a positive experience when communicating with us. We, like many other parking operations departments,

are often unpopular and battle negative stereotypes associated with parking enforcement activities. At Ohio University, the parking office partnered with the academic retailing program in the Patton College of Education to study customer service in the parking program and, in particular, explore what happens when customers hear “no.” We investigated how clients rated the services they received during patron-initiated telephone encounters and compared the customer service ratings between those whose requests were able to be honored and those whose requests were denied. We employed independent researchers who listened to and rated the service provided by parking employees using a previously established service quality scale. Simultaneously, we employed the Ohio University Scripps College Research and Survey Center to survey the customers themselves, using the same scale. What we found did not surprise us: Independent evaluators rated the customer service quality the same regardless of whether requests were met or not, but the customers whose asks were denied rated our services levels less favorably than customers whose requests were met. This gives us a strong rationale to attend to the perception of customer service provided by our parking employees and develop a best-practices approach to mitigate the inevitable outcome of perceived poor services when we are unable to accommodate individual requests. parking.org/tpp

How Customers Hear “No” Parking operations staff are all too familiar with the typical situations often leading to customer requests being unmet. During the period of our study, the following situations comprised the reasons customer requests were denied: Wanted a better reserved parking space when none wee available. Ineligible for campus parking but wanted parking privileges. Wanted citation to be voided. Wanted access to parking lots that were closed for other events. ●● ●Wanted a boot removed free of charge or a tow reimbursed. ●● ●Wantede policies and procedures changed to accommodate their specific needs or wants. ●● ●

●● ●

●● ● ●● ●

Driving Best Practices Based on previous experience, word-of-mouth, or the unpleasant event of being ticketed and fined for their failure to follow parking rules, customers often form negative impressions well before they call our office. These preconceived perceptions carry over and they form an opinion before they ever speak to a customer service representative. Therefore, even when customer service employees are performing at exceptional levels, MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

Training parking service providers to improve customer evaluation and perceptions.

Editor’s Note

DEPARTMENTS

SAFETY DRILLS 4 Entrance 6 IPI Board Member Profile 8 Consultants Corner 1 0 The Green Standard 1 2 The Business of Parking 1 4 Sociability 1 6 Parking Spotlight 1 8 IPI’s Ask the Experts 5 0 State & Regional Spotlight 5 2 IPI in Action 5 3 Community Digest 5 8 Calendar of Events 5 9 New IPI Members 6 0 Parking Consultants 6 2 Advertisers Index 6 2 Parking Break 6 4 Exit

very few months, we who live just outside of Washington, D.C., receive emails and see blurbs on news sites that the North American Aerospace Defense Command (NORAD) plans to run drills in the sky on a specific date. I love those notes for two reasons: First, they spare me a moment of panic when I awaken and hear fighter jets overhead in the middle of the night (we’re a little jumpy about that since Sept. 11). Second, they tell me the soldiers flying those jets are getting lots of practice and if they ever need to defend us for real, it’ll be second nature. Practice makes perfect, and perhaps it’s most important for our first responders, including those in the parking and transportation industry. Running drills and acting out scenarios prepares us for the real deal if it ever happens, keeps us on our toes, and assures our customers and communities that if disaster strikes, we’re as ready as possible. This month, we take an in-depth look at the disaster drills run periodically by the Salt Lake City International Airport—drills that involve top-to-bottom participation, including from parking and transportation professionals. Bruce Barclay, CAPP, co-chair of IPI’s Safety and Security Committee, outlines what happens to make the drill as realistic and valuable as possible, from planning that starts months ahead to the follow-up and lessons learned reviewed after it’s all over. It’s a great starting blueprint for designing a drill for nearly any operation and a valuable resource, and it starts on p. 20. Also in this issue, you’ll find a great look back at the history of the CPARK-L email list; a look at EMV credit card integration and what’s ahead; a story about a campus bike maintenance program that helps students keep their two-wheeled vehicles in great shape; a feature on helping customers deal with hearing “no;” and a great lighting case study. As always, we thank our authors for sharing their stories with us. And we want to hear yours—my email address is below, and I love hearing your ideas and suggestions. Until next month…

fernandez@parking.org

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

ENTRANCE Publisher Shawn Conrad, CAE conrad@parking.org Editor Kim Fernandez fernandez@parking.org Contributing Editor Bill Smith, APR bsmith@smith-phillips.com Technical Editor Rachel Yoka, LEED AP BD+C, CNU-A yoka@parking.org Advertising Sales Bonnie Watts, CEM watts@parking.org Graphic Design BonoTom Studio Proofreader Melanie Padgett Powers For advertising information, contact Bonnie Watts at watts@parking.org or 571.699.3011. The Parking Professional (ISSN 0896-2324 & USPS 001436) is published monthly by the International Parking Institute. 1330 Braddock Place, Suite 350 Alexandria, VA 22314 Phone: 571.699.3011 Fax: 703.566.2267 Email: ipi@parking.org Website: parking.org Postmaster note: Send address label changes promptly to: The Parking Professional 1330 Braddock Place, Suite 350 Alexandria, VA 22314 Interactive electronic version of The Parking Professional for members and subscribers only at parking.org/tpp. Periodical postage paid at Alexandria, Va., and additional mailing offices. Copyright © International Parking Institute, 2015. Statements of fact and opinion expressed in articles contained in The Parking Professional are the sole responsibility of the authors and do not necessarily represent an official expression of policy or opinion on the part of officers or the members of IPI. Manuscripts, correspondence, articles, product releases, and all contributed materials are welcomed by The Parking Professional; however, publication is subject to editing, if deemed necessary to conform to standards of publication. The subscription rate is included in IPI annual dues. Subscription rate for non-members of IPI is $120 per year (U.S. currency) in the U.S., Canada, and Mexico. All other countries, $150. Back issues, $10. The Parking Professional is printed on 10 percent recycled paper and on paper from trees grown specifically for that purpose.

BEING TRUE By Brian Shaw, CAPP

or many of us, serving on a board of directors is one way we help give back to our profession, communities, places of worship, or causes we believe in. Taking on board roles is also a great way to make connections, network, and demonstrate leadership. For 12 years, I served in various roles on the Association for Commuter Transportation (ACT) board of directors. It was a great experience for me. I met some wonderful people and developed longstanding relationships that continue to enhance both my professional and personal lives. I also learned a great deal about how to lead, compromise, and build consensus. When I was elected to IPI’s board of directors last summer, I had already decided that regardless of what happened with ACT’s fall 2014 election, I would step down from my role on that board. I felt I needed to devote my time and energy to IPI, and I could not do that serving on both boards. With only about six months of overlap, the IPI board allowed me to serve out my term on the ACT board, which ended in December. I am now only—and quite happily—serving on IPI’s board. In addition to wanting to focus on IPI, there were other reasons to leave the ACT board. One of the biggest is that serving on a board comes with fiduciary responsibility, legal obligation, and potential liability. And two of the most important obligations we embrace as board members are to avoid any potential or realized conflicts of interest our positions may present and to disclose any potential roles that could present such conflicts. All IPI board members must sign a conflict of interest disclosure statement each year to affirm this obligation as board members. Leaving the ACT board allowed me to better meet my obligations as an IPI board member. To be sure, I was fortunate that my time with the ACT board ended a few months into my term on the IPI board. That gave ACT time to make any adjustments and transition roles with my departure. It can be challenging and difficult to decide when various roles may have a conflict of interest. I would suggest that if you find yourself serving on multiple boards, determine a way to transition to serving on one at a time. That avoids any appearance of a conflict of interest and ensures you are not stretching yourself too thin. There are many very valuable ways to continue to be involved with organizations outside of board participation—explore the best ones for you. ACT had its first board meeting without me in more than a decade in January. While I miss being with my friends and colleagues around that table, I am genuinely excited and thankful to be working on the IPI board with a great group of fellow parking professionals. Parking Matters®!

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

BRIAN SHAW, CAPP, is director of parking and transportation at Stanford University and a member of IPI’s board of directors. He can be reached at bshaw2@stanford. edu.

SMARTER PARKING TM for SMART CITIES

Transform your city. TM

We understand parking is one piece of the larger picture. IPS provides smart parking technologies to capture valuable occupancy and payment data, help cities become more eco-friendly by using solar power, and create a more livable city by providing customer convenient payment options and real-time parking availability applications. Let us prove it to you.

T E C H N O L O G Y

IPI BOARD MEMBER PROFILE

DAN KUPFERMAN, CAPP Member, IPI Board of Directors Director of Car Park Management Systems, Walker Parking Consultants/Walker Restoration Consultants

was working in a restaurant when a few guys came in, grabbed the cash from the register, and ran. Several of us were marathoners, so we took up chase and easily caught up with them. The police arrived quickly and we got the cash back without incident. I was so excited by the pursuit and capture that I joined the police department. I would save the world one bad guy at a time. I soon found police work to be very different than that day at the restaurant. Police are rarely there when the crime occurs, and some bad guys actually fight back. I was one heck of a runner, but at 150 pounds, I wasn’t very intimidating. After a year on the street, the thrill was gone—and so was I. I was working security at a hospital when administrators canceled their contract with a parking operator and asked me to manage the parking program. Parking? I was reluctant, but my wife was sure it would lead to bigger things. Happy wife, happy life, so I took the job.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

Who knew? If you’re reading this magazine, you know. Parking is big business! And we do good things! I went on to work as a contract parking operator, then I sold multi-space meters, and now I’m a Walker Parking Consultant. Saving the world one parking space at a time. When I take off my superhero costume each Friday, my wife and I go out for dinner and a movie. Dinner is nachos at the movie theater. We’re regulars. They have our order ready before I get to the counter. Saturday and Sunday mornings are all about brunch and the newspaper. We live on Cape Cod, so we live for the summer. Hiking, biking, golf, the beach, the hot tub, art galleries, concerts … every weekend is like being on vacation. Come for a visit! By the way, if you know me, you know I’m a sock aficionado. Check out my sock wall!

CONSULTANTS CORNER

BENEFITS OF AN INTEGRATED LIFE CYCLE DESIGN APPROACH By Jeremy Rocha, PE

t’s just a garage. Most parking consultants have heard that statement too many times to count. As members of the parking industry, we know parking shouldn’t be an afterthought or mere code requirement. We also understand that the parking experience offers the first and last impression of a city, campus, or property. So how do we move parking up the pecking order in relation to other project elements? How do we transform parking from a necessity to an asset? From an operational burden to a revenue stream? In other words, how do we deliver a great garage that meets all user, owner, and stakeholder expectations? To do all of that, we must start implementing an integrated life cycle approach to parking design and thinking. Traditional parking consulting services consist mostly of programming and schematic design, with little involvement in the construction and operational phases of the project. Parking professionals need to be involved in all phases because we understand that most capital is spent during the operational phase of the parking facility’s life.

Cost Breakdown In simple and very broad terms, a parking facility’s first expenses (planning, design and construction) typically account for around 10 percent of the total project cost, while the remaining 90 percent goes to operating costs (maintenance, equipment, energy). What this means is that these first-cost decisions have a tremendous effect on the garage’s bottom line and the owner’s return on investment (ROI). Understanding the specific design and construction measures that will produce the safest, most efficient, and highest-performing structures is critical to maximizing ROI. Traditional parking consulting services can’t address all of those factors. The integrated life cycle approach relies on the diversity and strengths of the parking consulting

Integrated Life Cycle Approach vs. Traditional Approach TRADITIONAL APPROACH Limited, Periodic Input

PROGRAMMING

JEREMY ROCHA, PE, is senior associate with WALTER P MOORE and a member of IPI’s Consultants Committee. He can be reached at jrocha@ walterpmoore.com or 713.630.7494.

DESIGN

CONSTRUCTION

OPERATION

INTEGRATED LIFE CYCLE APPROACH Comprehensive, Continuous Input

PROGRAMMING

DESIGN

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

CONSTRUCTION

OPERATION

partner—a partner with experience in all design and operational aspects of parking consulting. Some of the tangible advantages can include: ●● Customized parking design specific to the behaviors and trends of users. ●● Optimized structural grids for the garage. ●● Durability-focused design that increases facility longevity and ROI. ●● Optimal circulation within and around the parking facility that accommodates multiple modes of transportation and integrates appropriate technology.

As parking consultants, we know parking is often the first and last impression of the facility and is instrumental in spurring development. To us, it’s not just a garage.

It’s an investment. The integrated life cycle approach meets the challenge of transforming parking to an asset and not an afterthought.

Building a Team What we need to explain to all project stakeholders is that it takes a comprehensive team to deliver an integrated life cycle approach and can yield: ●● Increased revenue. ●● Decreased operating costs. ●● Improved safety, functionality, and convenience. ●● Extended service life. A recently opened U.S. parking structure is a prime example of how the integrated life cycle approach can directly affect the delivery and design of garage. Early involvement allowed the understanding of owner, operator, and user needs. As a result, spatial efficiencies in the design (eliminating a basement level) and logistical efficiencies in the sequencing of construction (to help minimize construction delays due to harsh weather conditions) were made. A life cycle cost analysis identified design elements that would yield low maintenance and high performance. Implementing the approach reduced upfront costs by $3 million, reduced operating costs through $3.6 million in energy savings, and extended the garage’s service life by 37 years. This isn’t to say that all projects will be perfect examples of this approach. However, owners generally appreciate and welcome the benefits of an integrated life cycle approach that focuses on each project design element as seen through the eyes of the users and operators. parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

THE GREEN STANDARD

MARKETING GREEN PARKING IN THE SOCIAL MEDIA AGE By Megan Leinart, LEED AP BD+C

he year 2015 will be a pivotal milestone in the history (and future) of green and sustainable parking. At the 2015 IPI Conference & Expo in Las Vegas, June 29– July 2, IPI and the Green Parking Council (GPC, an affiliate of IPI) will present the first class of certified green garages. This, coupled with the newly-minted partnership between IPI, GPC, and the U.S. Green Building Council, will bring the idea of sustainability and parking to thousands of institutions, corporations, government entities, transit agencies, and others across the U.S. and beyond. This year will be one of the most transformative and impactful in the green parking era and will help set the stage for the future of the parking industry as a whole. Far less notable this year is my transition to chair of the GPC’s marketing committee. I am excited to work with the GPC and our great committee to use our marketing skills and the many resources available today to showcase the exciting advancements being made in this segment of our industry. That said, I also want to take this opportunity to thank my predecessor, Carolyn Scharte, for the amazing job she has done leading the marketing committee through these past few transformative years of the GPC.

Committee Goals

MEGAN LEINART, LEED AP BD+C, is director of corporate development for Timothy Haahs & Associates, Inc., and a member of IPI’s Sustainability Committee. She can be reached at mleinart@timhaahs. com or 484.342.0200.

In addition to recognizing the pioneering companies and owners who will certify their parking facilities through the Green Garage Certification program, the GPC and its marketing committee will continue to promote the latest trends, technologies, and advancements in green parking through social media, blogs, webinars, and whatever new media may present itself in the near future (or even tomorrow). We are in the process of developing an ambitious marketing plan that will allow us to continue to keep those within and, as importantly, those outside of the parking industry informed while providing a forum for people to interact with each other and share their ideas.

Getting Social One of the most important formats for sharing and communicating will be through social media. For a supposed “Millennial,” my relationship with social media to date has involved little more than the fact that I have a Facebook page that I occasionally update with complaints about fellow airline passengers, photos from wherever I happen to have traveled to that week, and articles about the greatness of Nebraska football. However, it is no secret

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

Green Garage Certification that social media will continue to be one of, if not the single, most important formats for sharing information, and this will continue to increase as my generation moves into management and decision-making positions. Social media and other online portals give us a forum to present new thoughts and showcase groundbreaking concepts and projects, while providing a faster and more convenient channel to communicate with each other and continue to learn together. That said, I invite you all to follow the GPC on Twitter, Facebook, and LinkedIn, subscribe to our blog, read our newsletter, and interact with us using these platforms so we can all continue to learn from each other. Tell us what you are working on; tell us what you think about the news and information we provide; challenge us; and take advantage of the amazing opportunities we have living in the 21st century to use technology and information sharing to move our industry forward. This is going to be a great year for many reasons. I am excited to talk with all of you both in person and through these important mediums to continue to educate ourselves, learn from each other, and identify opportunities to continue to bring recognition to sustainable parking and the parking industry.

SOCCER PRACTICE

BOARD MEETING

DRY CLEANING

PICK UP DINNER

FIGHT RUSH HOUR

WORRY

WE THINK ABOUT SAFETY SO THEY DONâ&#x20AC;&#x2122;T HAVE TO. Eberle Design, Inc. has been the global leader in traffic detection for more than 34 years. With 2 Billion error-free detection and intersection monitoring transactions performed every 24 hours, the more than 3 million active EDI devices currently deployed are essential to enhance motorist and pedestrian safety. We back all of our products with superior service and a long-standing reputation for quality and reliability. And you can be sure that wherever the industry goes, we will be leading it. LEARN MORE AT EDITRAFFIC.COM.

THE BUSINESS OF PARKING LEGAL

LEGAL UPDATES By Leonard T. Bier, JD, CAPP

ince 2011, this column has addressed actual and hypothetical legal issues based on new state and federal laws, employment situations, parker conduct, and litigation that affects the operation of public and private sector parking operations. Here, we review some subjects we’ve covered and bring our readers up-to-date on past topics.

LEONARD T. BIER, JD, CAPP, is the principal of Bier Associates. He can be reached at lenbier@ optonline.net or 732.828.8864.

One of the earliest topics we covered was a disabled lawyer who displayed a New Jersey disabled placard but received two overtime parking tickets for failure to pay the parking meters in front of the county courthouse. He challenged the legality of the tickets in the New Brunswick, N.J., municipal court. At the time the original column was published, all parties were waiting for the municipal court judge’s verdict. Much to the surprise of the parking authority (and me), the municipal court judge sided with the disabled attorney and dismissed the overtime summons. The attorney, after receiving a transcript of the municipal court judge’s decision in his favor, later made a written demand that all signage in the City of New Brunswick that directed disabled parkers to pay on- and off-street parking meters be removed. While the parking authority was evaluating his request, he filed a lawsuit in federal court claiming the authority failed to actively negotiate with him as an accommodation under federal ADA law. Research for the federal case revealed that a municipal court judge’s legal opinion was nonbinding except for the specific matter before the municipal court and had no precedential value. Consequently, the disabled attorney could not claim disabled discrimination under the ADA on behalf of all other disabled parkers. In addition, it was discovered that the current State of New Jersey Disabled Parking Guide, Edition 2, had been amended to specifically state that disabled parkers must pay the maximum time allowed by the parking meter before the 24-hour grace period for disabled parkers went into effect. The federal case was settled based on the municipal court judge’s ruling that the summons was improperly issued. The disabled attorney was issued a special citywide parking pass that allowed him to park at on- and off-street meters without paying the meter fee.

Saving Spaces The April 2013 column, “Save Me A Parking Space,”

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

discussed the practice of putting chairs, traffic cones, and other objects in parking spaces that were shoveled out after a snowstorm in an informal reservations system. One of the cities mentioned was Boston, where the mayor, by executive order, had allowed residents to save parking spaces 48 hours after a snow emergency. As of January 2015, the South Ward of Boston ended its longstanding custom of allowing a parking space to be saved after a snowstorm and passed an ordinance prohibiting the practice.

Robin Hoods The August 2013 column, “Robin Hoods or Hoodlums,” covered an interesting situation in Keene, N.H. Parking anarchists or libertarians, depending on your viewpoint, were following parking enforcement officers (PEOs), videotaping the PEOs, verbally harassing them, and putting coins in expired meters before the officers could write overtime parking tickets. The city sued the Robin Hoods in civil court for tortuous interference with the city’s business relationship with their employees for creating a hostile work environment. The superior court judge refused to issue a restraining order and questioned the city’s legal basis for filing the suit. The city appealed to the state supreme court, which heard oral arguments in October 2014 and has yet to issue its opinion. “The Colbert Report” did a fascinating video regarding this case entitled, “Difference Makers—the Free Keene Squad,” which can be found online at comedycentral.com and is well worth watching.

Pot on the Job The March 2014 column, “Pot On The Job,” reviewed emerging legalization of medical and recreational marijuana and addressed the need for employers to address this issue in their handbooks and employment policies. Shortly after, a Princeton University dining hall manager was suspended for using medical marijuana. The case attracted major television, print, and online media attention. At this time, no lawsuit has been filed by the employee.

ISTOCKPHOTO

Disabled Parking Payment

AIMS Mobile Ticketer ✓ Vehicle Ticket Balance ✓ Electronic Timing ✓ Event Permit Sales ✓ Boot & Tow ✓ Voice Data Entry ✓ Real-time Enforcement ✓ Integrates with: – Pay by Space/Plate Meters – Pay by Phone – LPR

EDC

Corporation sales@aimsparking.com www.aimsparking.com

800-886-6316

SOCIABILITY

WHAT HAPPENED TO GOOGLE+? By Ted Janusz

ou may remember that back in June 2011, Google+ was launched as a “social layer” to enhance Google’s online properties. But what is a social layer? Drew Olanoff of The Next Web explains, “Google+ is a series of tools that are being layered into Google. The perfect illustration of this is the ability to see the recent places you’ve search for on your desktop machine, on your mobile device.” As another example, Google+ members who search on Google.com can get personal results that include content from Google+. Maybe so. But many users thought the announcement of Google+ from the online behemoth would signal the death of Facebook.

Two Plusses for Plus

TED JANUSZ is a professional speaker on the topic of “social media for baby boomers,” author, and marketing consultant. He is the author of the Social Media Marketing Guide for Parking Professionals, which is a free publication for IPI members and can be downloaded from parking.org/ socialmediaguide. He can be reached at ted@ januspresentations. com or 614.440.7487.

Google+ was developed with two unique features that differentiate it from the no. 1 social networking site: circles and hangouts. If you are like most people, you have family, friends, and people you know at work. There is probably content that you share with one of these groups that you might not necessarily want to share with the others. What may interest your mom may not be the same as what would be of interest to the people back at the office and vice versa. With Google+ you can create distinct groups you can network with, called “circles.” Yet Casey Newton, senior reporter at The Verge responded, “It might look nice on a whiteboard, but in practice the circles model is a nightmare. No one can remember who they put in which circle or which circle is supposed to see which stuff, and before you know it, the user has abandoned Google+ entirely for Facebook, because at least our friends are there.” Rather than just texting or even using Skype to communicate with another person, with Google+ you can interact, using both audio and video, in what Google+ refers to as a “hangout.” There is no similar utility on Facebook. Yet Amir Efrati of The Wall Street Journal says, “While Google+ has some original features—including Hangouts, which let people start a video conference with up to 10 people—analysts and some consumers say the distinction isn’t enough to lure Facebook members away and persuade them to build a network of contacts from scratch on Google+.”

What Happened? In a word, usage. According to a comScore report, in

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

January 2012, users spent 7.5 hours each on Facebook. On Google+, they spent just 3.3 minutes. Could you imagine what might happen to Facebook if founder Mark Zuckerberg decided to leave the company? That isn’t expected to happen anytime soon, but in April 2014, Vic Gundotra, who aggressively led Google into the social networking world with the creation of Google+, parted ways with the company, leaving the status of the product uncertain.

Where to Now? “The company started too late and its product had the look and feel of an also-ran, built by David Besbris, who replaced Vic Gundotra as Google’s head of social media, whistling past the graveyard won’t do Google+ any favors. Its moment came and went, and the time to change is now,” says Newton. “To be fair, there is indeed a Google+ community that engages with content, drives traffic, and is passionate about being on Google+. It’s just not a top-of-mind community,” replies Danny Sullivan of Marketing Land. “Google may have built a solid second-place rival to Facebook in terms of being a full-featured social network, but that’s like Bing being a solid search challenger to Google. It doesn’t matter. People who are happy with Google don’t shift to Bing; people who are happy with Facebook—and over a billion seem to be—don’t shift to Google+,” he continues. In the future, we may see Google+ surviving as parts. “As for Facebook’s recent move toward breaking out some standalone services as it’s doing with Messenger, Google+ already has hangouts, which it has been beefing up with its Voice service and working to turn into a communications hub for Google users,” says Kia Kokalitcheva of VentureBeat. “The fact that its iOS app is finally working and looking pretty good is also a sign that hangouts will be the mobile communications hub Google really wants to push.”

For Fast, Reliable Access 5&2 500,000

Cycle Warranty

Steel Ranger™ 9000 L High Performance Rolling Steel Door

✔ Springless, maintenance-free operation with 500,000 cycle warranty. ✔ Fast opening speed of 36” / second is 4-1/2 times faster than traditional roll-up doors for energy efficiency and security. ✔ Attractive 11/16” thick Decotherm® panel only available from Hörmann is insulated and extremely durable. ✔ Vehicle Protector light grid, integral with the guide tracks, protects pedestrians and vehicles from harm. Call us today and learn about the revolutionary Steel Ranger™ 9000 L high performance security door.

Speed-Guardian™ 4000 High Performance Security Door ✔ Fast opening speed of 80” / second for energy efficiency and security. ✔ Vehicle Protector light grid, integral with the guide tracks, protects pedestrians and vehicles from harm. ✔ Double-pane windows with exclusive Duratec® scratch resistant surface have double the R-value and U-value of single pane windows for energy efficiency and security. Ventilation slats are available. ✔ Extremely insulated panel is 1-5/8” thick galvanized steel with a foam-inplace core offers an outstanding R-value of 13.6 and U-value < 0.5 for maximum energy efficiency.

Hörmann High Performance Doors Contact us ▶1-800-365-3667 / 1-724-385-9150 www.hormann-flexon.com ● info@hormann-flexon.com

PARKING SPOTLIGHT EDUCATION

10 THINGS YOU NEED TO KNOW ABOUT THE NEW CAPP PROGRAM By Kathleen Federici, MEd

hances are you’ve heard that the International Parking Institute’s (IPI) CAPP certification program underwent some major changes last year, but you might not be clear on specifics or what they mean to you as a prospective or existing CAPP. It’s time to clear things up. standards, better reflect the expertise and skills needed by today’s parking professionals, and lower the cost and travel demands of those who seek to earn the credential.

IPI’s CAPP certification is the industry benchmark of management and operational excellence. The CAPP certification continues to be the signature of relevance to the expertise and skills required of parking professionals today. Recently, the program evolved to reflect and encompass the growth and changes in the parking industry and profession.

What is CAPP?

CAPP is the parking profession’s most well-respected credential—it’s the benchmark of excellence for the industry. CAPP is a rigorous certification program that covers seven topic areas: ●● General knowledge. ●● General management. ●● Operations management. ●● Financial and operational auditing. ●● Federal, state, and local laws. ●● Marketing and public relations. ●● Analysis and application of technology.

Why Did CAPP Change?

As the CAPP credential continues to gain international influence and value, the program had to change to reflect a global audience. The new CAPP Program was developed using accepted best practices in certification program development and implementation. These best practices are designed to ensure fairness and promote transparency in the certification process. The program continues to be managed by IPI in cooperation with the University of Virginia and with the implementation of an independent certification board. These changes maintain CAPP’s high

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

What Are the Biggest Changes?

How Will I Know if I’m Accepted?

Who Can Take CAPP Classes?

The biggest changes are to the educational requirements. Prior to July 2014, CAPP candidates applied to be in the CAPP Program and then completed two years of face-to-face educational sessions. At the end of that process, candidates could test for the exam. Currently—post-July 2014—there are certain requirements that must all be satisfied before candidates are eligible to apply to take the CAPP exam. All of the following criteria must be met prior to completing a CAPP application: ●● Meet the minimum educational requirement of a high school diploma. ●● Have a minimum of three years’ experience in the parking industry at a manager or supervisory level. This includes parking or an allied profession such as (but not limited to) architecture, construction, maintenance, service/material vendor, or consultant. ●● Have completed a minimum of 25 hours of continuing education or professional development within the past five years. ●● Have an endorsement completed and received via USPS or courier independent of the application. ●● Agree to abide by the CAPP Code of Ethics. When all of these criteria are met, the CAPP application can be completed and submitted.

You will be notified within 30 days whether or not your application was accepted. If your application is submitted as incomplete, you will be notified in writing of deficiencies and provided 30 days to produce the missing documentation or application items.

IPI continues to offer all of the same classes that CAPPs who went through the program prior to July

2014 completed in face-to-face sessions. The difference is that these classes are now open to all; anyone and everyone who is interested in the topics may participate. The reasoning behind the open enrollment is that when someone is ready to complete the CAPP application, he or she must have the minimum 25 professional development hours already completed. Individuals have five years to obtain these hours of education. Therefore, as long as that education is completed within five years of completing the CAPP application, those courses and hours will count on the application.

Are All Classes Online?

No. IPI offers both online learning and face-to-face offerings. You may register to take four- and five-day courses at the upcoming 2015 IPI Conference & Expo in Las Vegas. These classes also allow you to network with other parking professionals from around the world, collaborate, and perhaps even gain study tips from your peers. All IPI-sponsored courses are consistent with the CAPP Exam Content Outline found in the CAPP Candidate Handbook; visit parking.org/professionaldevelopment/ capp-program for more information. The CAPP Candidate Handbook offers resources to assist you with your studying, including the CAPP Exam Content Outline—this can guide you toward classes that might help you best prepare for the exam.

time that fits your schedule. Be sure the date is no later than 365 days from the date you were accepted into the program. At the testing center, a certified proctor will check your application, candidate admission letter, and government-issued valid photo ID. The proctor will show you to your computer and explain the tutorial before you begin. You will have three hours to complete your exam. Note: Without your candidate admission letter and your valid, government-issued form of photo identification, you will not to be permitted to take the exam.

How do I Track Recertification Points Once I Earn My CAPP?

IPI has created a CAPP Recertification Recordkeeping Form for your convenience. It’s available online at parking. org/professionaldevelopment/capp-program.

How do I Maintain My CAPP?

To maintain the CAPP credential, you must: Obtain a minimum of 20 points per three-year certification cycle to recertify as a CAPP; 19 of the points must be obtained from professional development attendance, and at least one point is earned from a published feature article or a professional presentation. ●● Recertify every three years, based on the appropriate January 1 date. ●● Maintain an active record of the recertification points earned during the three-year cycle; this requirement includes keeping detailed records supporting the recertification points claimed on the recertification documentation form. ●● Submit a completed CAPP Recertification Recordkeeping Form. ●● Maintain accurate backup documentation for submitted recertification points in case you are selected by the CAPP Certification Board for a random audit of recertification documentation. Questions? Email capp@parking.org, or call 571.699.3011. ●●

What about the Exam?

The exam is a closed-book examination that’s administered at certified testing centers around the world. It consists of 150 scored multiple-choice, single-answer questions (see sample questions in Appendix A on page 20 of the CAPP Candidate Handbook). Each multiple-choice question has four answer choices; only one choice is correct. You will have access to an on-screen calculator at all times and will be provided scratch paper, which will be collected once you’ve completed the exam. At the end of the testing session, you will be issued a computer-generated report with a score indicating if you passed or failed.

How do I Schedule My Exam?

Upon approval of your application, you will receive a candidate admission letter via email with your login and password. Use your login and password to schedule the exam at a convenient testing location for a date and parking.org/tpp

KATHLEEN FEDERICI, MEd, is IPI’s director of professional development. She can be reached at federici@parking.org or 571.699.3011.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

IPI’S ASK THE EXPERTS

James Anderson

Frank Giles

Watson Bowman Acme Corp.

Lanier Parking

Regional Sales Manager

Make parking safety everyone’s responsibility. Implement a weekly parking safety email message targeted and disseminated to all parking lot and garage users. Encourage each lot/facility user to submit a safety message and reward their contributions to a safer culture. This will help keep safe practices top-of-mind.

Senior Project Manager

People feel safer when they can see their surroundings well and when friendly faces are nearby. We all know the importance of a well-lit facility—we should also consider charging our staff with not only maintaining the operation but interacting with parkers at every given opportunity.

Derek J. Kiley President

WPS North America Cameras, cameras, cameras. Proper lighting and effectively placed audio/video provides a level of comfort for the parking and deterrent for the bad guys. Make sure they know they are on “Candid Camera.”

Timothy Haahs, PE, AIA President

Timothy Haahs & Associates, Inc.

Michael Robertson Managing Principal

Walker Parking Consultants/ Walker Restoration Consultants The movies depict parking garages as dark, scary places where bad things happen and bad guys go to meet. In my experience, many garages have helped propagate this perception by maintaining poor lighting levels. Simple (and often economically beneficial) lighting improvements tend to be the best solution for improving the perception (and reality) of safety.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

The time has come for another paradigm shift for parking facilities. In the past, the phrase “function before form” and the word “efficiency” were the uncontested principles. They have served the industry well; however, those two principles have evolved to give a greater importance to vehicle movements and cost. One step is to break this paradigm by giving more importance to people movement and attractive internal space utilization within the facility.

The opinions, beliefs, and thoughts expressed by the contributors do not necessarily reflect the opinions and viewpoints of the International Parking Institute or official policies of IPI.

What one step do you think could or should be taken to help people feel safer in parking facilities?

San Jo Jose se International Airport ort Pa Parki rking n Str ng S uct ucture ure, San a Jos se, CA Archit Arc hitects: Fentress Archit h ect ects, s, Den Denver ver,, Colo ver Colo.. & TrranS an nSyst ystems tems Co C rp.., Phoe Phoe hoenix nix,, Ariz nix Ariz.. Photo: Pho to: Mikki Piper

Precast Expands Rental-Car Facility’s Capabilities The San Jose International Airport rental car facility incorporated innovative seismic design and new features that had previously never been incorporated into a parking structure. Precast concrete allowed for the structure to provide the rst-ever refueling and washing capabilities on supported levels, maintain an open space oor plan to feature the cars and help with the ow of trafc, and met the city and airport’s needs for an accelerated construction schedule. The use of high performance precast concrete shaved 5-months off of the construction schedule, minimized the size of the build site resulting in fewer disruptions for the fully operating airport, while providing the resiliency needed to meet the seismic requirements.

Discover High Performance Precast Versatile | Efficient | Resilient

For more information and free continuing education, visit

www.pci.org/hpprecast

HE MANTRA SAYS IT: Practice makes perfect.

Perhaps nowhere is this

more important than emergency preparation, and that’s absolutely critical at airports. So we at Salt Lake City International Airport (SLCIA) practice for disasters, most recently holding an accident drill last fall that helped prepare all our staff— from first responders to shuttle drivers—to react to a real emergency at any time.

Salt Lake City International Airport’s accident drill brought disaster preparedness to the forefront, offering valuable hands-on practice and feedback after it was over.

BEING PREPARED A well-planned disaster drill offers valuable lessons for everyone in parking and transportation. By Bruce Barclay, CAPP

The Drill On Friday, Oct. 10, 2014, SLCIA conducted its triennial emergency disaster drill. This drill is conducted in accordance with all Code of Federal Regulations (CFR), including 14 CFR Part 139, 49 CFR Part 1542, and FEMA Homeland Security Exercise and Evaluation Program (HSEEP) guidance. In laymanâ&#x20AC;&#x2122;s terms, it is a federally mandated exercise to be held every three years. The purpose of the drill was to evaluate Salt Lake City International Airportâ&#x20AC;&#x2122;s ability to respond to disasters. The intent is not only to identify gaps in response but also seek realistic solutions to resolve any identified gaps. A series of exercise objectives and capabilities was planned well in advance of the exercise. Among the objectives for the exercise were:

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

SLCIA and its response personnel will demonstrate their ability to effectively direct and control incident activities using the Incident Command System (ICS), consistent with the National Incident Management System (NIMS). ●● Responders will demonstrate a thorough and systematic approach to assessing and processing victims within the crash site. ●● Responders will conduct scene evaluation, document triage victims, and transport victims from the scene. They will manage a mass casualty incident and save as many lives as possible. ●● SLCIA’s Emergency Operations Center (EOC), upon notification of the incident will activate staff and organize the EOC to support field commanders. ●●

The Exercise Scenario: The crash occurs on Oct. 10, 2014, just after noon. It is a clear day, the wind is calm, it’s a pleasant 82 degrees outside. Air traffic control tower (ATCT) personnel observe an aircraft veering off course while attempting to land on runway 34L. The aircraft’s right wing strikes the ground, and the plane begins to cartwheel. Broken into several pieces, it ultimately comes to rest outside the safety area at the north end of that runway. Smoke and flames engulf the wreckage. Based on the exercise objectives, the exercise planning team decided to demonstrate the following capabilities during the exercise: ●● Onsite incident command system (ICS). ●● Mass rescue, casualty collection, and triage. ●● Transportation of victims. ●● Emergency operation center (EOC) management.

Initial Notification Local air traffic control tower personnel (ATCT) notified Salt Lake City Airport Control of the crash immediately after it occurred. For clarification during the exercise, all spoken and written communication started and ended with the statement, “This is an exercise.” ATCT then activated the crash phone, which is a notification

Airport personnel triaged, treated, and transported mock accident victims, deploying a shuttle bus as an emergency response vehicle during the process.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

The purpose of the drill is to evaluate Salt Lake City International Airport’s ability to respond to disasters. The intent is not only to identify gaps in response, but also seek realistic solutions to resolve any identified gaps.

alert to aircraft rescue and fire fighting (ARFF), airport police, and airport operations. The alert informed the first responders of the type and location of the incident and its current condition. In this case, the plane burst into flames on impact. Airport operations and police personnel arrived on the scene and found a crash site strewn across a wide area. ARFF was closely behind with multiple units to combat the fire and provide aid to the victims. Communication from the airport control center to other local agencies allowed for rapid response by local police, fire, and ambulance services.

Emergency Response As the crisis was unfolding at the end of Runway 34L, airport staff activated the Emergency Operations Center. The event is effectively managed through an ICS structure, keeping the span of control at five to seven and utilizing all available resources through multi-agency coordination. The team members in the EOC immediately began the direction and coordination of response and recovery activities, as well as the coordination of responses from mutual aid partners. One key player in the exercise—and ultimately in a real event—is the public information officer (PIO). The delivery of accurate, timely, and single-source release of information by the PIO to the public is critical. Local television, radio, and print media were on site, all wanting statements on the response and recovery efforts. Early responders to the scene established an incident command system support structure. The mobile command post was set up at the direction of the incident commander. Airport police set up a perimeter and logged all emergency vehicles entering and exiting the scene. The control of entry and egress points was critical for tracking and reporting vehicle locations, but it also kept any passengers from walking away from the crash site. Several were dazed and in a state of shock and easily could have wandered off. parking.org/tpp

The Hot Zone The crash site (hot zone) was in total disarray. The fuselage was split into multiple pieces. The debris field was littered with airplane and body parts, luggage, and personal items from the passengers. First responders and rescue crews worked feverishly to assess injuries. Questions such as, “Can you walk/talk?” were asked of those who were conscious. Non-medical personnel assisted the walking wounded out of the hot zone and to secured areas. Careful accounting for each passenger helped keep an accurate and consistent passenger count. Field triage was underway in minutes, with red, yellow, and green sections identified. Those in the red triage area were given first priority. Of the six passengers in the red triage area, four were taken to local hospitals. The remaining two were evacuated by helicopter to regional trauma centers. Casualty collection areas were set up for those in need of transport to local hospitals (yellow triage). Those in the yellow triage area were taken to the collection point and transported via ambulance. Due to the backlog of casualties awaiting transport, the airport’s shuttle bus was dispatched to help transport victims as well. The bus was able to transport seven patients to a local hospital. Quick implementation of the shuttle bus for patient transport proved to be a valuable resource not previously implemented during an incident or exercise. From the airport’s after-action report: ●● The airport’s cutaway bus was dispatched to transport victims. This vehicle was able to carry seven patients. A paramedic was on the bus to monitor victims during transport, as is protocol. — Recommendation: Good practice. This seems to be a very good use of equipment and human resources (medical). Consider adding this resource to the checklist/standard operating procedures (SOP) of deployable assets for an MCI event or incident. Airport shuttle buses are mobilized during certain alerts at SLCIA, generally if it is deemed that an aircraft evacuation may be MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

A PIO provided a single point of contact and organization for members of the media, just as would happen in a real disaster.

BRUCE BARCLAY, CAPP, is operations manager, parking, at the Salt Lake City Department of Airports. He can be reached at bruce. barclay@slcgov.com or 801.575.2530.

required. This was the first time a shuttle bus was used in a medical support capacity for an exercise. It proved to be very successful, and will be included in the SOP for implementation in future events.

Observations In this mass-casualty disaster, there are many unexpected events that occur. The planning team attempted to replicate the unexpected and installed a few last-minute glitches to the script: ●● Attempts to justify the passenger count were a challenge due to conflicting information received from multiple sources. Perseverance by incident command personnel and the airline allowed the passenger count to be 100 percent verified. It was discovered that there were two babes in arms who were not accounted for in the passenger reconciliation. — Recommendation: Verification of the passenger manifest against passengers recovered should be done as early in the rescue process as possible. Clarify “babes in arms” recording on manifests with airlines. ●● There was a Transportation Security Administration (TSA) K9 handler on board the aircraft involved in the incident. Although the canine was unharmed, the TSA handler was sent to red triage for immediate care. The canine needed to be secured and held at the airport’s K9 facility until DHS K9 or animal services could take custody of the animal. — Recommendation: The handling of family pets and service animals in a disaster situation needs to be included in the preparation and training for these events. ●● The potential for contamination with various materials is a high probability. Decontamination of personnel and equipment becomes necessary.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

— Recommendation: Consider adding a decontamination element to every full-scale exercise and event. At a minimum, it should contain gowns, towels, bio-waste bags, gloves, blankets, and other items deemed necessary by hazmat and ARFF personnel. After the exercise has been deemed complete by the exercise director, analysis and critique are critical and a key component of the exercise.

Hot Wash and After-Action Report Immediately after the completion of the exercise, a hot wash (roundtable discussion) was held by the exercise controllers to facilitate player feedback about the exercise and their own performance. The after-action report (AAR) is the culmination of the SLCIA full-scale exercise. It is a written report outlining the strengths and areas for improvement identified during the exercise. It also includes the executive summary and a timeline for the implementation plan. Terry Craven, CEM, FEP, exercise director and emergency/continuity programs manager for SLCIA, said, “Our full-scale exercise held on Oct. 10th, 2014, was a resounding success. We learned some valuable lessons and have developed an improvement plan to fill the gaps identified.” He continued, “These exercises are not just a checkmark in a box to fulfill a federal requirement. They are a golden opportunity to practice with all of the responders, agencies, companies and others who would be involved during a real event. The willingness of the entire Salt Lake Valley’s response agencies to consistently support our triennial exercises exemplifies their dedication to life safety and their recognition of the value in getting to know the people who will have your back when the situation turns critical.”

SECURITY INTERCOMS

Variety of Products. Unlimited Solutions.

For over 60 years, Aiphone has solidified its position as one of the most esteemed providers of communication and intercom systems around the world. In addition to being known for their innovative and quality products, Aiphone provides some of the best customer support in the industry. With representatives across North America, online QuikSpec assistance, and Technical Sales Support, Aiphone can answer any question from “What is the best system for my application?” to “Did I wire my system correctly?”

Aiphone Solutions include: • Emergency Towers to provide security for exterior spaces • Built-in HID® stations for use with card reader systems • Remote mobility for centralizing security services • Visitor identification to protect entrances • Internal communication to quickly reach other locations

www.aiphone.com

CASE STUDY

Green A Transit Station Goes

A lighting upgrade exemplifies a structureâ&#x20AC;&#x2122;s commitment to sustainability. By Mark Bolton

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

These standards become even more challenging for owners and operators of park-and-ride facilities, where intermittent foot traffic often dictates 24/7 operation and magnifies the need to implement energy-saving practices. Park-and-ride lots help ease commutes by offering a convenient and safe location to transfer from a single-Â passenger vehicle or bicycle to a carpool, vanpool, or transit system. Ridesharing or using public transit saves time and money while reducing traffic congestion and energy consumption. In addition to safety and affordability, public transportation saves energy, reduces traffic congestion, helps the environment, and offers benefits forÂ individuals and communities alike. Making these facilities sustainable is important to the preservation of our natural environment. The Foothill Transit Park & Ride, Industry, Calif., demonstrates one option that uses lighting to help a parking facility successfully meet sustainability goals and save energy while improving safety and visibility.

and longer lamp life, which can reduce maintenance requirements. Estimated LED (L70) lamp life of 150,000 hours is currently available on some parking garage fixtures. This longevity also makes LEDs a possibility in areas that are difficult or costly to maintain, including remote, hard-to-reach, or dangerous locations. When coupled with control systems that monitor and adjust light levels based on motion and/or daylight, newer-generation lights provide increased energy efficiency in areas that receive intermittent use, including park-and-ride facilities. These lighting control systems can help building owners meet emerging building goals and standards related to energy efficiency. Use of tax incentives and rebates can further reduce costs and enhance the return on investment. The DesignLights ConsortiumÂŽ (DLC) Qualified Products List (QPL) catalogs products that qualify for efficiency program incentives across the U.S. and Canada. The DLC promotes quality, performance, and energy efficiency in commercial lighting solutions. Visit designlights.org/qpl for more information.

parking.org/tpp

Lighting and Security Parking facility safety and security is a huge issue; beyond an obvious need to keep users as safe as possible, parking affects the economic viability of a community. Crime Prevention Through Environmental Design (CPTED), which applies to parking facilities, emphasizes the proper design and effective use of a created environment to reduce crime and enhance quality of life. The single most important CPTED security feature is lighting. Data suggest sufficient lighting deters crime and produces a more secure atmosphere. In fact, lighting is one of the few facility features that has been documented to reduce crime in parking facilities.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

A TRANSIT STATION GOES GREEN

According to Witherspoon Security Consulting, exterior lighting should enable parkers and employees to see individuals at night from a distance of 75 feet or more and to identify a human face from approximately 30 feet. Employees who are working after hours or visitors entering the building at night need to have efficient parking lot illumination so they can safely return to their vehicles. In addition, the Illuminating Engineering Society (IES) offers specific standards for determining sufficient light levels for illuminating parking structures and lots to ensure both vehicular and pedestrian safety. These standards can be found in the IES publication RP-20-98.

Increasing Visibility without Glare When lighting to increase visibility and safety, one must consider the importance of glare, which reduces the contrast of an object against its background and makes it difficult for the eye to perceive depth accurately. Glare is a potential hazard for all drivers, particularly senior citizens and other individuals with weak or impaired vision. Many modern lights are designed to address the issue of glare through specialized optics combined with specially designed lenses. This design addresses glare while maintaining high efficacy and efficiency.

Foothill Transit Park & Ride Facility

MARK BOLTON is regional sales manager with Kenall. He can be reached at mbolton@kenall.com or 425.999.0485.

The recently constructed $9.9 million Foothill Transit Park & Ride Facility parking structure provides parking for transit customers who choose public transportation to commute into downtown Los Angeles. This five-level, 216,000-square-foot, 620-car parking structure is Foothill Transit’s first agency-owned parkand-ride facility. The design embraces the materials and themes of the neighborhood while promoting Foothill Transit’s goals of a dynamic visual experience for those entering the city by public transit. The facility offers pedestrian plazas, secure bike lockers for local cyclists, LED lighting, and a large art mural by California artist Hannah Daly that decorates the north and south side of the structure. Future plans include 18 electric vehicle charging stations and rooftop solar panels. The agency, which provides public transportation for the San Gabriel and Pomona valleys, utilizes park-andride lots owned by Caltrans or other cities but wanted to open its own to better serve the needs of Foothill Transit’s customers. “Increased safety and easy access to public transportation benefits everyone,” says Doug Tessitor, Foothill Transit’s board chair. “Each person on board is one less car on the freeway. And this new Industry Park & Ride

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

makes it possible for all of us to enjoy cleaner air and safer, less congested streets.” A commitment to sustainability and patrons’ safety was the driving force for installing 249 LED luminaires both in the structure and on the exterior perimeter walls. While no state or federal mandates regulated the lighting technology, management and the board wanted to be innovative while designing an energy-efficient structure. “We are pleased with the results that include reduced energy consumption than if we installed traditional fixtures. One of our goals is to have low operational expense while improving visibility and safety for anyone using the park-and-ride structure, especially during evening hours,” says Sharlane Bailey, Foothill Transit director of facilities. The lights were chosen carefully. “We presented a 25-year total life cycle cost analysis showing they could save approximately $1.5 million using the recommended LED luminaires instead of T8 fluorescent fixtures,” explains Kevin Waters, L.A.-based project manager with Walker Parking Consultants. Foothill Transit has a strong commitment to safety and security, as well as a desire to maintain a pleasant aesthetic look to the structure. Bailey and the board view lighting as an important safety resource in the parking structure, and the installation of LED luminaires reduces its effect on the environment. The luminaires selected provide superior glare control without compromising light levels, helping ensure the safety and security of park-and-ride patrons. Foothill Transit’s mission statement is to be the premier public transit provider committed to safety, courtesy, quality, responsiveness, efficiency, and innovation. The design of the park-and-ride intentionally incorporates the elements of Foothill Transit’s mission statement.

Sustainability Commitment Foothill Transit is committed to a sustainable environment and part of its mission statement is innovation. To that end, Foothill Transit has a total fleet of 331 buses, 316 of which are compressed natural gas (CNG) powered, and 15 fast-charge battery electric buses. Additionally, Foothill Transit is the first transit agency in the nation to electrify a bus route; line 291 utilizes nine fast-charge electric buses that serve the cities of Pomona and La Verne, Calif. To reduce GHG emissions, the agency implemented a solar array project at its two operating facilities located in Arcadia and Pomona, Calif. Foothill Transit’s Arcadia facility has developed an environmental and sustainability management system (ESMS) program and is ISO 14001 Certified. Foothill Transit is currently working on having the Pomona Operations and Maintenance facility certified under ISO standards.

Here’s Your Parking Webinar Planner (IPI Members: Register for six or more and save) April 15 DA CALEN MON

R N SAT SU

THR TUE WED

FRI

TDM Case Study: Seattle Children’s Hospital Presenters: Jamie Cheyney, Seattle Children’s Hospital; and Tyler Simpson, Luum

May 20

Airport Parking: Repair and Maintainance While Structures are in Use Presenter: K. Nam Shiu, S.E., PE, Walker Restoration Consultants

June 17

Parking: Emergency & Disaster Preparation Presenters: Geary Robinson, CAPP, University of North Texas; and Cindy Campbell, Cal Poly State University

July 15

Payment Systems: Countdown to EMV Chip Technology Rollout Presenters: Tom Wunk, CAPP, T2 Systems; and Steven Grant, LTK Engineering Services

August 19

Developing a Strategic Plan for Your Parking Operation Presenters: Dennis Burns, CAPP, Kimley-Horn and Associates, Inc.; Vanessa Solesbee, The Solesbee Group; and Bridgette Brady, CAPP, Cornell University

IPI Memb ers: $35 per w ebinar NEW: Only $30 per w ebinar when you register f or six or more! Non-mem bers $50 per w ebinar e Listen live or view s at archived webinar e. your convenienc resented Live webinars p 2-3 p.m. on Wednesdays, one Eastern T ime Z Each webinar = 1

CAPP Point*

nts minimum requireme dential application *toward CAPP cre

September 16

Chinatown, D.C. Case Study: Multimodal Value Pricing Pilot and Curbside Management Presenter: Soumya Dey, PE, PMP, Washington, D.C. DOT

October 21

Parking Construction: New Technology, Innovation, Practices and Delivery Presenter: Walt Norko, PE, CCM, Construction Management Association of America; and Patrick Wells, DESMAN Associates

November 18

Innovation in Municipal Operations-Government at Its Best Presenter: Roamy Valera, CAPP; Art Noriega, Miami Parking Authority, David G. Onorato, MBA, CAPP, Pittsburgh Parking Authority; and Sean Mackin, Denver Public Works

December 9

Sustainability in Parking Presenters: Brian Shaw, CAPP, Stanford University; J.C. Porter, CAPP Arizona State University; and Jeff Petry, EPark Eugene, Ore.

Webinars: Online, On Demand, On Your Schedule Access archived webinars anytime at parking.org., including: Big Data: What You Need to Know EVs and DOE’s Workplace Charging Challenge Strategies to Recover Outstanding Debt Get Certified – What You Need to Know to about the Green Garage Standard How to Implement Organizational Change & Manage Performance Improvement i Best Practices and Challenges in Public/Private Partnerships for Parking and Smart Growth Development i i i i i

BOOSTING CREDIT SECURITY T

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

data? It’s because the magnetic stripe payment card data in retailer systems is extremely valuable to hackers; criminals will pay high prices for it because it’s easy to use to create functioning counterfeit payment cards. Magnetic stripe cards are also extremely easy to skim, which has been a problem in the parking industry, particularly for those with unattended payment terminals. Its reliance on magnetic stripe cards is one of the reasons why the U.S. has increasingly become a target for fraud. The U.S. loses approximately $5 billion a year to fraud, which accounts for about half of global card fraud Why Chip and Why Now? despite our only generating about a quarter More than 80 countries have already impleof the total volume of purchases and cash. mented EMV chip payments based on the EMV chip card data can help combat EMV global standard. The EMV standard some of this fraud because it cannot be used defines a set of requirements to ensure into make functioning counterfeit cards. There teroperability between chip-based payment are three major chip card transaction security cards and terminals. Chip cards contain features that work to prevent fraudulent embedded microprocessors (the “chip”) that transactions: ●● Microprocessor chip. Each chip card provide strong transaction security features By Randy Vanderhoof and other application capabilities not poscontains a secure microprocessor chip that sible with traditional magnetic stripe cards. stores payment card data placed by the isThe U.S. is one of the last major economies to adopt chip suer during the personalization process that can perform technology. Chip implementation was initiated in the U.S. cryptographic processing during a payment transaction. market in 2011 and 2012 when American Express, Discover, This payment data is stored securely in the card’s chip and is protected with advanced chip hardware and software seMasterCard, and Visa announced their roadmaps for supporting curity. This helps prevent card skimming and card cloning, an EMV-based payment infrastructure. One of the drivers for this decision is for the U.S. to implement a payment system that which are the most common ways magnetic stripe cards are is interoperable with the rest of the world. The other major compromised and used for fraudulent activity. ●● Authentication. In a chip card transaction, the card is audriver? Fraud reduction and prevention. thenticated as being genuine by the issuer or the terminal, and the chip’s processor generates a dynamic data element Deciding to Implement Chip that is unique for each transaction. Making the decision to implement chip acceptance sooner ● ● rather than later will benefit parking organizations in two One-time-use cryptogram. Unlike the static code in a ways: It will protect their payment systems from hackers and magnetic stripe transaction, the chip card uses a one-timeuse cryptogram for each transaction. Even if fraudsters are skimmers, and it will prevent them from assuming potentially higher fraud losses after Oct. 1, 2015, when the liability for able to steal account data from a chip transaction, the stolen fraudulent card transactions shifts to the party with the least code will have already been used and is therefore invalid. In secure technology. Implementing chip is a decision for each addition, chip cards do not include other data needed for individual merchant and card issuer, and while it is not a magnetic stripe transactions, so criminals cannot use the mandate, those who don’t migrate to chip will absorb resulting stolen data to make counterfeit magnetic stripe or counterfeit losses in the event of fraud. chip transactions. What this means for the parking industry: For organizations Chip Security Features that start accepting chip payments, the data in their systems While 2015 is poised to be the “year of the chip,” 2014 was, will become a lot less valuable to hackers. It has been seen in unfortunately for many, the “year of the data breach.” There other countries that have migrated to chip technology that were many instances of overseas hackers infiltrating retailer hackers will focus their attacks on organizations that still use systems and stealing consumers’ payment account data. magnetic stripe data. Skimming operations, too, will become Why are overseas hackers so interested in U.S. payment card fruitless as consumers increasingly use their chip cards.

What parking professionals need to know about EMV chip migration.

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

Chip cards, already deployed in more than 80 countries, have been proven to dramatically reduce counterfeit card fraud and strengthen the payments ecosystem for all stakeholders. October 1 Fraud Liability Shift The other major factor in the decision to implement chip technology is the upcoming Oct. 1, 2015, fraud liability shift date set by the major payment brands. After Oct. 1, the payment brands will shift the responsibility for counterfeit card transactions to the party with the least secure technology. If neither or both parties involved in the transaction have implemented chip technology, the liability stays with the issuer, as it is today. An example of how this works: If a magnetic stripe off a chip card is copied, made into a counterfeit magnetic stripe card, and used at a parking facility that has not upgraded to accept chip payments, that facility may be responsible for the fraudulent transaction. The goal of the liability shift is to encourage both issuers and merchants to move to chip technology at the same time so that fraud is removed from the system, not shifted from one party to another. In making the decision on when and if to implement chip technology, parking professionals should strongly weigh implementation costs versus the fraud risks that come with not implementing. Bear in mind that the cost to implement occurs only once, while the fraud losses from not migrating can multiply in years to come.

Change and Choice with Chip

RANDY VANDERHOOF is executive director of the Smart Card Alliance. He can be reached at rvanderhoof@smart cardalliance.org.

Implementing chip technology within parking facilities will involve replacing hardware and software with EMV-certified offerings, integrating them with existing systems, and undergoing end-to-end testing and certification with each of the payment brands. It also provides many choices that can help them optimize revenues and customers’ payment experience. Two of the key decisions to make include: ●● Interfaces. The EMV standard supports both contact and contactless chip payments, so a parking facility can choose to accept only contact chip card payments, or both contact and contactless payments. Today, most EMV-certified terminal hardware suppliers sell readers that are equipped to handle contact, contactless, and mobile payments but will require software configured to enable acceptance of the payments. Contactless payments require less maintenance in outdoor environments so may be a good choice for

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

unattended terminals. Contactless chip readers are also compatible with mobile near field communication (NFC) payments, so if a parking facility wants to accept Apple Pay, for example, it can be enabled during the chip implementation project. To future-proof investments, parking facilities should consider purchasing hardware that accepts contact, contactless, and mobile payments, even if they do not immediately enable contactless capabilities with software. ●● Card Verification Methods (CVMs). The EMV standards support the use of PINs, signatures, or no CVMs to verify the cardholder in a payment transaction. Unattended machines can be enabled to accept PINs but are required to accept chip transactions with no CVM if the chip card does not support a PIN. Parking professionals should work with their vendors and payment solution providers to determine what choices make the best sense for their businesses.

Conclusion The U.S. is rapidly moving toward a more secure payment infrastructure with EMV chip card payments. Chip cards, already deployed in more than 80 countries, have been proven to dramatically reduce counterfeit card fraud and strengthen the payment ecosystem for all stakeholders. For all merchants, including parking professionals, implementing chip is a decision that each organization should make carefully; however not migrating can result in increased susceptibility to hackers and fraud. While moving to chip will introduce fundamental change to the parking payment infrastructure, it also can provide an opportunity for parking professionals to provide more innovative and fast payments to their customers, such as contactless and mobile NFC payments. Parking professionals are not alone in this migration. There are terminal vendors, payment solutions providers, and industry groups ready and willing to help with migrating systems to chip in the most efficient manner possible. The Smart Card Alliance’s sister organization, the EMV Migration Forum, provides a platform for industry stakeholders to come together and engage with their peers about the most pressing issues facing their migrations. For more information and/or to attend a meeting, visit emv-connection.com.

EducaTiON, ExHibiTs, TEcHNOlOgy, NE TwOrkiNg

21 Opportunities & More Than 100 Hours of Networking • • • • • • • • • • • •

“IPI offers the one main opportunity each year to network with the largest amount of colleagues and customers. During the last 13 years of attending, I have never been disappointed with the outcome or the investment to attend IPI.” – Bill Geraghty Eastern Regional Vice President of Sales T2 Systems

The CAPP Classic Golf tournament or join the 5K Fun Run. Meet & Mingle opening event. First-Timers orientation Tuesday morning. At registration counters upon check-in. At the coffee stations and in hallways between sessions. At the Power Pitch forums or Ignite sessions. At the IPI member booth. At the exhibitors social after-hours events. In the General Session breakfasts. In Shoptalks Monday or Thursday. During Pre-Conference programs. In the Expo Hall including in the aisles.

• At the food & beverage areas on the show floor or the hotel bar after hours. • At the International Reception Monday night. • In education sessions throughout the week. • On a facility tour Wednesday afternoon. • While waiting for shuttle buses for special events. • During committee meetings. • At IPI’s The Parking Professional desk while sharing your next new idea. • At ShopIPI while picking up Parking Matters® gear. • At the Poster Session displays while selecting your favorite poster.

RESOURCE As CPARK-L celebrates 21 years, its founder looks back at its history and ahead to the future. By Douglas Holmes, CAPP

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

The Value There are several factors that make CPARK-L such a handy tool. First, and foremost, it is free. It does not cost anything to subscribe, maintain your subscription, or have access to the archives. All you need is an Internet connection. There are no advertisements or pop-ups. The database is not provided to vendors, although there are many vendor subscribers (they are not allowed to post advertisements, but many provide solid non-promotional response to technical questions). The value to vendors is that they can see market trends developing through the various discussion threads that make their way to CPARK-L. They also get valuable insight into the kinds of parking.org/tpp

products that parking professionals need or want to make their operations more efficient. CPARK-L can serve as a recruitment tool for employers looking for quality parking professionals. Organizations have reached out to the subscriber base to find parking managers, alternative transportation managers, transit managers, and other specialized disciplines that are needed to ensure the smooth operation of a quality parking/ transportation system. As parking continues to diversify and become integrated with transit operations, CPARK-L can help serve as a clearinghouse for information as the world evolves. CPARK-L has also been used by state and regional parking associations to announce their upcoming educational programs and trade shows. CPARK-L has a searchable archive that can look back three years. A web interface makes the archives easy to access. Topics are wide-ranging, from permit distribution systems to cash-足handling procedures, from bicycle sharing programs to ride sharing to carpools to vanpools. In January, for example, there were requests for information on consultant selection, enforcement technology, MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

CPARK-L can be a very powerful research tool. It can be used to garner information on best practices and on what may work in certain situations and not in others. CPARK-L can be used to identify vendors, contractors, consultants, and potential employees. and public safety as it relates to a parking system. In December 2014, there were 32 different discussion threads; six job postings in municipal and academic settings; and threads dealing with bikes, (bicycle lockers and bicycle enforcement), campus shuttle operations, carpool permits, lighting issues, requests for sample RFPs on various items, and requests for help on how to deal with students called up for active military duty.

Using the List Using CPARK-L is pretty simple. To subscribe, visit lists.cac.psu.edu/cgi-bin/wa?SUBED1=CPARK-L&A=1. Follow the prompts, and you are done. You will get a confirmation note in your email in a short period of time. You will also be provided with instructions on how to use the system, including how to obtain a self-assigned password that you’ll need to search the archives. To post to the list, simply send an email to CPARK-L@ lists.psu.edu. It is important to include a significant descriptive heading in the subject line. Your posting will be stored for three years and accessible in the CPARK-L archive. Archive searches rely on the subject line and return an indexed list of messages with matching keywords. Additionally, it is helpful to have a signature block (plain text, of course) that lists your contact information. Subscribers may need clarification on your query to provide a complete answer or suggestion. Sometimes traffic on the list can get very high, especially when a sensitive subject or one that has wide interest, such as EV charging stations and their operation, is touched upon. If you are getting too many emails, you can select digest mode in your subscription options. This mode provides you with one email a day that contains an indexed listing of the subjects and a link to the string of emails that fall under that topic. It’s easy to scan the list of subjects for that day and click on the topics that interest you.

Things to Know

DOUGLAS HOLMES, CAPP, is owner of CPARK-L and interim parking manager, Borough of State College, Pa. He can be reached at wdh1@psu.edu or 814.954.7781.

There are a few rules and things to remember. Corresponding through CPARK-L is very personal. You get the distinct feeling that you are speaking directly to a colleague, but you are not—you are in an auditorium with more than 1,200 parking professionals listening. Anything you post to the list will, theoretically, go to all 1,200 subscribers and be stored in the archives for three years. Due to a desire to conserve as much server space for the archives, thank-yous and me-toos are not allowed. If you post a query to the list, it is customary to share the information you gather back to the list. This is espe-

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

cially true if you post a short survey, such as a question to the list. Many subscribers will send an email back to you directly and bypass the list, so it is incumbent upon you to summarize and post the findings you receive. If you want to send a thanks or general agreement, send it but send it directly to the individual, not to the list. Beware the reply key. Depending how your email is configured, when you hit the reply key, you may automatically address your outgoing reply to the whole list. This can be painful and/or humorous all at once. Several years ago, a subscriber was greatly irritated at their child’s day care provider. By an inadvertent use of the reply key, a lengthy rant about day care was opened and read by hundreds of gleeful subscribers. It could have been much worse. The list uses very simple technology that cannot handle attachments. Take a moment to review your signature block; they often contain graphics such as the city crest or the university mark that will be viewed as attachments and block the posting of your message. On the plus side, attachments are frequently virus vectors, and it is extremely difficult to accidentally download a virus through CPARK-L. CPARK-L can deal well with hyperlinks to the web. Many times, survey data can be resubmitted to the list via a link to a site. As always, be careful opening attachments from anyone. It is possible that someone could put a link to an infected website onto their posting to CPARK-L. Internet lists prefer plain text. Plain text is the most universal of all text formats and is usually easily read by email servers. It does not like rich text formats such as HTML or text that contains embedded formatting codes. Many subscribers of CPARK-L are also members of IPI, and many have earned their CAPP certifications. On the other hand, some have little experience in the profession and are trying to broaden their horizons and create a network of experience to help them succeed. And there are a large number of subscribers with many years (some painful) of experience in the wonderful world of parking. CPARK-L can be a very powerful research tool. It can be used to refute claims made against your organization or substantiate them. It can be used to garner information on best practices and on what may work in certain situations and not in others. CPARK-L can be used to identify vendors, contractors, consultants, and potential employees. I hope you subscribe and that you find this list as useful as the rest of us have during the last 21 years. Personally, I am going to take the editor (me) out for a beer and celebrate this momentous birthday.

MaRk yOuR CalenDaR & take yOuR CaReeR tO the next level.

Save the date, mark your calendar, and get registered today. Every course earns valuable CAPP points for certification and recertification. But these courses are designed for all parking professionals, not just those interested in CAPP. Registration details at parking.org.

June 27 - July 1, 2015 | Las Vegas, NV Business Management Course Five-Day Session

Offered in conjunction with the 2015 IPI Conference and Expo and the University of Virginia

June 28 â&#x20AC;&#x201C; July 1, 2015 | Las Vegas, NV Parking Operations & Management Immersion Four-Day Session

Offered in conjunction with the 2015 IPI Conference and Expo and the University of Virginia

parking.org

September 21-22, 2015 | Raleigh, NC Parking Design, Maintenance & Rehabilitation, Two-Day Seminar

CASE STUDY

Simple

FIXES The death and resurrection of bicycle transportation on campus. By Ron Steedly, CAPP, MEd, LCI

etâ&#x20AC;&#x2122;s face it: Bicycle transportation on a college campus is essential. No matter if the campus is 5,200 acres like Texas A&M University (10th in the nation in overall acres) with nearly 56,000 students or 14 acres like Thomas More College of Liberal Arts with its 84 students, you will find bicycles at school.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

parking.org/tpp

Students can learn to fix their own bikes or get referrals to local repair shops from The HUB.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

The HUB sits in a central campus location that’s a natural gathering point.

So how do we make a dent for the better in this reality? Education! After all, college is an institution of higher education, right? That is what we set out to do at Texas A&M University. Bicycles on campus do not equal bicycle transportation—bicycles being useable and properly used do.

Bike-Friendly University For those unfamiliar with the Bicycle Friendly University evaluation criteria through the League of American Bicyclists, there are five Es that make up evaluation categories (engineering, enforcement, encouragement, evaluation, and education). All the Es affect each other in some way, but mitigating the maintenance problem so many of us observe at school begins with education. At Texas A&M University, the Department of Transportation Services has an alternative transportation unit that I have the pleasure of managing. The university bicycle program falls under my purview and earned me the nickname “The Bike Guy” because we have more than 11,000 privately owned bicycles on campus. We also have a department of recreational sports with an Outdoor Adventures unit that happens to teach a basic bicycle maintenance class. Outdoor Adventures’ main location is a bit remote on campus, so attendance for the bicycle maintenance class was consistent but small. I attended the class to see what it was like and found it to be valuable in teaching basics such as keeping the drive train clean and lubed, repairing a flat tire with a patch kit or new tube, and other basic upkeep maintenance items, including proper tire pressure and brake checks. It occurred to me during

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

the class that if more bicycle owners knew how and did the basics, they could have a huge effect on the health of the bicycles on campus.

Partnering In the summer of 2013, a partnership was formed between the alternative transportation unit and Outdoor Aventures to address the need to educate the masses regarding all things bicycle. Bicycle maintenance seemed like a major component of embracing bikes as real transportation. Students can’t and won’t ride bicycles that aren’t maintained, so we needed to get the bicycles healthy. The existing bicycle maintenance class covered the basics and the necessary tools were available for the students, but attendance just wasn’t there. During the course of the next year, we brainstormed marketing ideas and an operations plan. We knew we needed an area on main campus that was more accessible to customers than the existing class, and we needed to find a better location. We learned that’s easier said than done. Finding available real estate on a college campus for something new is like looking for gold sifting through your cat’s litter box. The dining services department had possession of a small building that was originally a parking lot attendant booth. For many years, it was a Chinese takeout location and then a hot dog stand. The building eventually became vacant, and the dining services department returned it to transportation services for our use. We struck gold. This building would be great for our project. Not only was in under our control, but the best part was its location—directly across from an on-campus housing

“Whether you need to fix a flat, adjust your seat, rebuild your bottom bracket or tweak your brakes, we have the tools to help you.” it also gave me an opportunity to ensure the facility was at the level it needed to be for my new tenants. We did some grassroots marketing through both departments, but nothing complicated. Business was steady throughout the semester despite the fact that we did not heavily market the service. The costs to use the facility are very reasonable. For $5 for the day or $20 for the entire semester, customers have access to specialty bicycle tools that include bottom bracket removal tools, chain tools, truing stand, spoke wrenches, assorted bicycle wrenches, and many other bicycle-specific tools.

Beyond DIY Repair

area with more than 6,300 students. It was a perfect location, in our opinion, to house a new do-it-yourself (DIY) bike maintenance facility. After some clean-up, repairs, paint, signage, and planning, the location we call “The HUB” was ready for use. Jason Kurten, assistant director for Outdoor Adventures, describes it: The HUB is a drop-in location that offers students, faculty, staff, and general public access to the specialty bike tools that are needed to fix your own bike. Whether you need to fix a flat, adjust your seat, rebuild your bottom bracket or tweak your brakes, we have the tools to help you. In addition, we have Internet access in case you need to look up a good DIY video. We’ll also have a few convenience items for sale if customers need to patch or replace a tube or pick up a light to ride at night. In addition, we are working to create a space around The HUB that is attractive to the bike and outdoor communities at large. We’ll be offering various outdoor programs and clinics on the grounds around the HUB including farmers market bike rides, outdoor lecture series, and slackline demonstrations. As we go along, The HUB will be partnering with various on- and off-campus partners to better serve the A&M Community.

The HUB was open last fall on a limited basis. This was done to work out any bugs with having an off site location for Outdoor Adventures. Technology, payment processing, and facility operations were tested and continually improved during the semester. As the landlord, parking.org/tpp

Not everyone wants to wrench on their own bicycle, so The HUB established partnerships with local bicycle shops to refer customers for fee-based maintenance. The shops provide fliers and coupons to The HUB that are handed out to customers who are not DIYers so they can be informed of their options. We are definitely on track to raise the awareness for the need to keep bicycles healthy. On occasion, the university police department sets up engraving services at The HUB. This allows students to have their university ID number or driver license number engraved on their property and helps students get the necessary information from their bicycles so they can register their bikes online. The HUB is also a location where the students can sign up for other Outdoor Adventures activities and events. The location of The HUB is in the heart of campus so the activities it offers are sure to attract the attention of the Aggie community. The hope is the facility will self-market, not only for bicycle maintenance but for all things outdoors. To expand on the education for bicycle owners, we have also partnered with the City of College Station to offer bicycle safety classes to teach the rules of the road, basic maintenance, and on-road skills. We use certified instructors through The League of American Bicyclists League Cycling Instructor (LCI) program. We offer a three-hour quick class and an eight-hour full class through the city’s parks and recreation department. To sum it up, we are educating to encourage bicycling as legitimate transportation so the Aggie community can confidently use the engineering (bicycle facilities) and other resources within the law so they are not negatively affected by enforcement, all of which allows us to constantly evaluate the program to make it better.

RON STEEDLY, CAPP, MEd, LCI, is alternative transportation manager with the transportation services department at Texas A&M University. He can be reached at rsteedly@ tamu.edu.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

The IPI Conference & Expo is the parking industry’s largest trade show, with 225 exhibiting companies covering more than 150,000 square feet of Expo hall floor, delivering sustainable, integrated, and cutting-edge technology solutions to benefit you and your operation. For an up-to-the-minute listing of exhibiting companies and navigate the event before you arrive, visit IPIConference.parking.org.

HE IPI CONFERENCE & EXPO will host 3,000 parking and transportation professionals for top-notch education, unparalleled networking opportunities, and the world’s largest display of the industry’s latest innovations, June 29-July 2 in Las Vegas, Nev. Come together with decision-makers representing every segment of the industry, charged with the leadership and daily management of their parking operations. IPI has gathered the top experts on management, leadership, business, and technology to increase knowledge and arm you with the resources and connections you’ll need to succeed now and in the future. This is the one event you cannot miss. Experience the very latest technology and products, get up to speed on the hottest trends, meet emerging and established leaders, and network with your colleagues from around the world.

Take Advantage of Top-Notch Professional Development Opportunities No matter your level of expertise or focus, the IPI Conference & Expo is the place to receive the industry’s only ANSI/IACET-accredited, parking-specific education and training. Thought-provoking keynote speakers shed light on trends within the industry and beyond, offering a glimpse of our future. Track education includes a new focus on building and construction management that offers valuable professional development hours through the American Institute of Architects (AIA). High-energy Ignite sessions provide immediate tangible benefits and provide inspiration and motivation. If you’re working toward your CAPP certification, join us in one of two four- or five-day courses: Business Management or Parking Immersion and Management.

Picked up as many parking ideas in three days as I usually do in the other 362. Bern Grush PayBySky

Collaborate with Your Colleagues Don’t miss the IPI Smart Parking Alliance’s latest endeavor, Park Tank(SM). Fashioned after ABC’s hit show “Shark Tank,” participants will brave our industry and investor “sharks” to share their next big idea, product, or start-up concept In the Expo hall. PowerPitch forums run concurrently during the show on specific topics in rapid-fire presentation style from like-providers with plenty of time for audience participation and Q&A.

Explore the Latest in Trends and Technology Sustainability matters to our industry—learn about the industryspecific Green Garage Certification. IPI and the GPC bring you two pre-Conference workshops on Green Garage Certification and Assessor Training. If you’re looking for tech, it will be on the Expo floor. This is the largest, most comprehensive gathering of the newest and best products and technologies in the industry—150,000 square feet of cutting-edge solutions, including demos, new product releases, and the latest in sustainable parking resources.

Network with the Best This is the largest gathering of parking professionals globally and it only happens once a year. It’s the best place to make face-to-face connections with every segment in the industry. Whether you’re an avid golfer or like to run, the Annual CAPP Classic Golf Tournament or the 5K Fun Run/Walk will be sure to get your blood pumping as we kick off the week. You won’t want to miss the official kickoff Meet & Mingle event where attendees get a taste of the city and reconnect with old friends. For more details on the entire 2015 IPI Conference & Expo, visit IPIConference.parking.org and register today!

You really have no idea how many options there are in the parking industry un til you have been to an IPI Conference & Expo. The variety of skills, expertise, and technology represented at IPI is simply astonishing . Ben Schnabel University of Mi nnesota Parking and Transportatio n Services

IPI 2015 CONFERENCE S C H E D U L E

G L A N C E

SATURDAY, JUNE 27 8:00 AM TO 5:00 PM

Five-Day Course 1: UVA Business Management SUNDAY, JUNE 28

6:00 AM TO 1:30 PM

8:00 AM TO 6:00 PM

22nd Annual CAPP Classic Golf Tournament

Exhibitor Move-In, Poster Session Setup

8:00 AM TO 5:00 PM

9:00 AM TO 5:00 PM

Five-Day Course 1: UVA Business Management

(Pre-Conference Program) GPC: Green Garage Assessor Certification Training

8:00 AM TO 5:00 PM

Four-Day Course 2: Parking Operations and Management Immersion

2:00 PM TO 5:30 PM

IPI Board of Directors Meeting

MONDAY, JUNE 29 (Official First day of Conference) 6:00 AM TO 7:00 AM

• University/Campus Operations

5K Fun Run

2:15 PM TO 3:15 PM

8:00 AM TO 5:00 PM

Education Sessions

Five-Day Course 1: UVA Business Management

2:15 PM TO 3:15 PM

8:00 AM TO 5:00 PM

Ignite Sessions: Leadership

Four-Day Course 2: Parking Operations and Management Immersion

3:30 PM TO 5:00 PM

9:30 AM TO 12:30 PM

3:30 PM TO 5:45 PM

NEW! IPI ”Park TankSM”

(Pre-Conference Program) GPC: Green Garage Certification Workshop

Education Sessions 5:45 PM TO 6:30 PM

International Attendees Welcome Reception

1:00 PM TO 3:00 PM

Shoptalks (Industry Segment Focused) • Airport • Hospital/Medical Operations • Municipal Operations

7:00 PM TO 10:30 PM

Opening Meet & Mingle— Wise Guys & The Fremont Experience TUES DAY, JUNE 30

8:30 AM TO 9:30 AM

1:00 PM TO 4:00 PM

Education Sessions

Five-Day Course 1: UVA Business Management

9:00 AM TO 10:00 AM

1:00 PM TO 4:00 PM

First-Timer Welcome Orientation 9:45 AM TO 10:30 AM

Four-Day Course 2: Parking Operations and Management Immersion

Continental Breakfast/Coffee

4:00 PM TO 5:00 PM

10:15 AM TO 11:45 AM

Education Sessions

Welcome Keynote Speaker Featuring: Professional Recognition & Parking Matters® Marketing & Communications Awards

4:00 PM TO 5:00 PM

11:45 AM TO 3:45 PM

6:15 PM TO 8:15 PM NEW!

Exhibits Open with PowerPitch Forums

Ignite Sessions: Technology 5:15 PM TO 6:15 PM

Education Sessions Exhibitor Private Events & Demo’s – Invitation Only

WED NESDAY, JULY 1

I always enjoy ty from the wide varie ng rni lea s on ssi se al on of educati st parking and the world’s large best of the the ers trade show off ology. hn tec w ne in st be

8:00 AM TO 9:00 AM

10:15 AM TO 12:30 PM

Continental Breakfast

Education Sessions

8:30 AM TO 10:00 AM

12:45 PM TO 4:45 PM

General Session with Featured Speaker Featuring: IPI’s Awards of Excellence Presentation

Exhibits Open with PowerPitch Forums

8:00 AM TO 5:00 AM

Four-Day Course 2: Parking Operations and Management Immersion

Facility Tours • Campus Facility Tour—UNLV • Airport Facility Tour—McCarran International Airport • Municipal City Tour—City of Las Vegas • Valet Operations Tour

10:15 AM TO 11:15 AM

5:00 PM TO 6:00 PM

Five-Day Course 1: UVA Business Management 8:00 AM TO 5:00 PM

Ignite Sessions: Parking

4:15 PM TO 6:00 PM

Education Sessions 6:00 PM TO 11:59 PM

Open Night for Exhibitor Private Events (Off-Property)

ld Cameron Neufe University of Manitoba

TH URS DAY, JULY 2 8:00 AM TO 9:30 AM

9:00 AM TO 12:30 PM

Shoptalks (Track Education Wrap Up) • Best Practices • Building & Construction Management • Finance • Organizational Improvement • Sustainability • Technology

Exhibits Open with $10,000+ Prize Giveaways and PowerPitch Forums 12:45 PM TO 2:15 PM

General Session with Featured Speaker Featuring: IPI’s CAPP Graduation Ceremony & Sneak Peek for IPI 2016 Nashville 4:00 PM TO 6:00 PM

Explore the Area Tours

When the Customer Training parking service providers to improve customer evaluation and perceptions.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

interactions, the best strategy is for all customer service employees to be prepared for difficult situations, including telling customers no.

We want to make the most of the opportunity to engage with customers and leave them with a positive experience when communicating with us.

How Customers Hear “No” Parking operations staff are all too familiar with the typical situations often leading to customer requests being unmet. During the period of our study, the following situations comprised the reasons customer requests were denied: ●● Wanted a better reserved parking space when none were available. ●● Ineligible for campus parking but wanted parking privileges. ●● Wanted citation to be voided. ●● Wanted access to parking lots that were closed for other events. ●● Wanted a boot removed free of charge or a tow reimbursed. ●● Wantede policies and procedures changed to accommodate their specific needs or wants.

More often than not, our customers don’t really know what they want or need but, rather, focus on one request they believe will solve their situation; it may not be the best solution at all. customers can be emotionally unable to recognize the caring and responsive service. Best practices revolve around the concept of empathy, which requires time and attention of customer service providers. Delivering empathy effectively to customers requires authenticity. This is a quality that may or may not come naturally to the service provider, but it can be taught through ongoing customer service training. We found specific case studies provide great resources for the process of delivering high quality customer service with four steps. Many customer requests that result in hearing “no” originate because of a need to solve an individual dilemma. More often than not, our customers don’t really know what they want or need but, rather, focus on one request they believe will solve their situation; it may not be the best solution at all. The following case study, a real example that emerged in the collaborative research we conducted, illustrates this concept and serves as a training module for customer service.

Case Study: Molly The scenario: Molly called the parking office saying that she needed a commuter permit. However, Molly did not qualify for that permit due to her proximity to campus. V. ANN PAULINS, PhD, is senior associate dean, research and graduate studies, at the Gladys W. and David H. Patton College of Education at Ohio University. She can be reached at paulins@ohio.edu.

TERESA TRUSSELL, CAPP, is parking operations supervisor at Ohio University. She can be reached at trussell@ohio.edu.

Step 1: Listen to the customer’s stated need and ask the right questions.

Customers do not often give their full stories. Typically, they state a request instead of their actual need. Parking employees need to listen to the statements made by customers and then exhibit empathy by asking questions that are appropriate to the customer’s particular situation. The customer service representative here could have easily stated Molly’s ineligibility without further questions and discontinued the encounter. By doing so, the customer service provided would have been neither rude nor inaccurate and would have answered the customer’s question. However, offering positive and empathetic service requires greater depth of understanding of the customer’s unasked question. The parking services employee asked Molly more about her particular situation and why she wanted a commuter permit. He learned more about Molly’s predicament— she lived off campus but needed a parking spot relatively close to school so she could attend class and quickly access her car to get to her job several miles off campus. Further investigation by the employee revealed that the commuter permit Molly wanted was not actually

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

the best solution to her dilemma. Parking operations maintains an updated list of alternative off-campus parking vendors that employees are encouraged to share with customers such as Molly. In this case, the customer’s need was met even though she initially heard “no,” and her evaluation of service was strong. More outcomes like this are possible, and we have enhanced our employee training in an effort to have employees seek and respond to the unasked questions.

Step 2: Be attentive to tone of voice, especially on the telephone.

Parking services providers should be upbeat. Voice tone sends an unspoken message to customers. They may feel they are annoying you with one tone, while another lets them enjoy speaking with you. Even when saying all of the right things, the voice tone can be either off-putting or reassuring. Especially when they’re upset, customers may only hear the employee’s tone, not the words.

Step 3: Convey positive mannerisms and body language.

While our research project focused on customer service in phone conversations, we included non-verbal communication strategies in our training modules. Positive mannerisms include making eye contact and exhibiting professional posture that says, “I am listening to you and I am interested in what you are saying.” Our young (and typically inexperienced) employees need to be trained to actively refrain from sighs, eye rolls, arm crossing, lounging posture, and other negative body language.

Step 4: Summarize and offer a positive and empathetic close.

When concluding a customer service encounter, especially when the customer has heard “no,” employees should summarize the content of the discussion, re-state the customer’s real problem, and review suggested alternative solutions to the initial request. A positive, caring closing statement should be the final memory that the customer takes away from the interaction. As Maya Angelou said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Training is essential and makes a differencein creating a positive work environment, as well as providing a positive customer relations environment. Ensuring customer service employees are armed with basic customer service skills, such as listening to the customer and hearing him out, repeating what the customer said and probing with more questions, providing options for the customer that fit within policy, all while maintaining a pleasant tone, allows your employees to effectively do their jobs and keep situations from escalating. Dealing with an angry customer is tricky, and training is key to ensuring that all customers feel satisfied even if they hear “no.”

DEADLINE TO ENTER – MARCH 31, 2015

ow do you get your next big idea, business idea, product, start-up, or cutting-edge small business in front of

experts who can advise, invest, or help you

m i w S wit o t h y d

Fashioned after the popular American TV show “Shark Tank,” IPI’s Park Tank SM is your chance to pitch an idea for a parking-related product or service to a panel of parking experts,

harks? eS th

Are You R ea

develop your innovation?

including representatives from large municipalities and venture capitalists.

This is the deal:

o No idea is too large or too small.

IPI

Park Tank

o Open to all — start-up companies, new exhibitors, and entrepreneurs. o If your idea makes the cut, pitch it live onstage at the 2015 IPI Conference & Expo to our sharks (judges).

o If your idea outranks the rest, win recognition and valuable exhibit and advertising space (a $4,000 value). o Apply online today: Slots are very limited and competition is fierce.

To apply, visit: ipiconference.parking.org/parktank.cfm

CA L L F O R PA R K I N G P R OJ EC T P OST E R S

2015 IPI Conference & Expo Parking Poster Session Sponsored by IPI’s Smart Parking Alliance℠ to showcase smart, successful parking projects.

the May 15 is oster r fo p deadline 00-word d title an 1 ary! summ

Your parking project poster will be on display throughout the IPI Conference & Expo in a high visibility, high-traffic location. Here’s your chance to showcase a real-world parking success story to maximize exposure to your peers. The poster session helps illustrate innovative parking solutions in a new and different way.

What is a Poster Session?

New for 2015!

A poster session is an opportunity to showcase one of your products or projects in a large horizontal poster format. Posters will be prominently displayed at the 2015 IPI Conference & Expo in Las Vegas and will be viewable during the entire conference. It’s a stand-alone—you don’t have to staff the poster. Posters will be judged on content and visual presentation with awards given in several categories.

Who can Participate? IPI Conference & Expo attendees and exhibitors.

; Bonus option: Submit a landscape 11"x 8½" pdf version of your poster for the show floor, for additional exposure! Must be received no later than May 30, 2015. ; Submit your best poster ideas–we will showcase 50 of the best! ; Top posters will earn trophies, bragging rights, conference announcements, and coverage in The Parking Professional. ; In addition to judges, conference attendees will cast a ballot for “People’s Choice!”

What is the Cost? $100, to be submitted after your poster proposal is accepted.

Take down poster or allow IPI to recycle/discard by: Wednesday,

Additional posters are just $75!

July 1 at 2 p.m.

Important Dates:

What Do I Need to Do If I Want to Present a Poster?

Proposed poster title/100-word summary submission deadline:

Step 1. To submit a title for your parking poster and a 100-

May 15, 2015.

word summary explaining your topic, fill out the online form on the IPI Conference & Expo website in the Poster Session section:

Notification that your poster is accepted as one of the top 50 to

ipiconference.parking.org/postersessionform.cfm.

be showcased: Within one week of your submission. Step 2. Wait to receive confirmation that your poster has been Bring the poster to the IPI Conference & Expo and tack it to

approved; this will happen within one week of your submission.

provided display board: Anytime from Saturday, June 28 to Sunday June 29 at noon, when all posters must be on display.

Step 3. If your proposed poster is accepted, start planning!

IPI will provide each poster presenter with: l A gray display board that measures 96" wide x 48" high,

Posters should be about telling not selling.

with a usable area of 93½" wide x 47½"high. Your

Use your poster to explain a successful parking

poster display board will be pre-set with the title of your

project, provide a case study, share research,

presentation.

or document lessons learned in parking design,

l Push pins will be provided. Lightweight poster board or

operations, or management.

paper will stay up; foam core will not. There are no provisions for making posters at the meeting, or for receiving, storing, or returning posters.

l Feature the title of your poster prominently. l Fill the provided board as you choose. Usable area is 93½" wide x 47½" high

The display boards that your poster will be mounted on are rented and may not be written on or defaced in any way. IPI reserves the right to remove any poster it deems unsuitable.

l Be sure you have permission from your client or organization to feature this project and determine what facts and figures are appropriate for sharing. l Include copy, photos, and charts that will best explain the situation, problems, challenges, lessons learned, etc. l Create a professional poster that will be compelling to attendees. l Print the final version at a local print or copy shop. Consider laminating the poster and rolling it into a tube for safe transporting. l Avoid overwhelming viewers with too much information; the viewer should be able to identify the main messages after a quick look at the poster. l Text and illustrations should be easily readable from

Conference attendees learn from posters on display.

3 feet away. l Be sure you have the rights to any photos, graphics or

Poster Tips and Specifications:

copy used in your poster.

l Posters should: o Attract attention.

Questions? Contact Lauri Chudoba at Chudoba@parking.org or call 571.699.3011

o Provide a clear overview of the work. o Provide enough material to explain the project without an oral presentation. l Your poster can be one large poster to fill the provided display board, or a series of pages, photos, or diagrams.

IPIconference.parking.org

About IPI’s Smart Parking Alliance℠ IPI’s Smart Parking Alliance℠ is a forum for IPI member equipment, technology, and service providers (including consultants) to work together to grow the marketplace for parking products and services through the Parking Matters® initiative. If you haven’t already identified two senior management representatives from your company to be part of the Smart Parking Alliance, please send that information to info@parking.org.

STATE & REGIONAL SPOTLIGHT NEW ENGLAND PARKING COUNCIL

EXCITEMENT AND SUCCESS IN NEW ENGLAND By Joseph C. Balskus

he New England Parking Council (NEPC) continues to be a leading parking organization with a plethora of events in 2014 after a banner year in 2013! Thanks to our newly hired administrator and meeting planner Dawn (Newman) Marti, we have stepped up our game with improved management of our organization. Dawn is supporting our meeting planning in 2015 with improvements to our online registrations for meetings, as well as meeting announcements. In 2014, we again hosted five excellent events, starting with a return to Boston and the World Trade Center/Seaport Hotel for our annual conference last March. This highly successful two-day event was jam-packed with industry specific seminars conducted by world-renowned experts in parking and transportation. We send huge thanks to our 40+ vendors, who exhibited cutting-edge products and services, and to our silver, gold, and platinum sponsors for making this event possible. It even included a terrific cocktail reception that offered great networking and a closing reception with dozens of raffle prizes. With 230 attendees, activity was hot on the vendor floor.

2015 Conference We know we’ve set the bar high, so this year we are taking our annual conference on the road—all the way to Newport, R.I.! This year’s conference will take place April 16–17 at the Newport Marriott. This recently renovated property is brand-new, top to bottom. This year, we will partner with the Association for Commuter Transportation (ACT), which will host its own meeting in Newport just prior to our conference and share our meeting space on Thursday and Friday. Thanks to ACT member and NEPC Board member Jim Barr for spearheading this co-mingling of parking and transportation in one venue. We are thrilled to bring this perfect merger of industry professionals to our NEPC members.

Giving Back

JOSEPH C. BALSKUS is principal with CDM Smith. He can be reached at balskusj@cdmsmith. com or 203.712.1100.

In August, we held our annul golf outing at Stow Acres Country Club, Stow, Mass. This marked a continuation of our charitable giving initiative and an opportunity for NEPC to give back to the community. All proceeds from our 2014 golf outing were donated to the Multiple Sclerosis Society, whose mission is near and dear to NEPC Vice President Tom Leslie, who headed up this spectacular event. Nearly 90 golfers participated in the tournament, and the NEPC charitable giving bar was raised to a whopping $15,000! This just goes to prove that here in New

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

England, parking and transportation professionals rise to the challenge in so many ways. Thanks to all who participated; look for our announcement for 2015. We had a busy fall, squeezing in three forums in two months. Earlier in October, board member Bill Wendt and I were led down the meeting planning aisle by Yale University Director of Sustainable Transportation Holly Parker. You may remember Holly from her bike share cover story in the August 2014 issue of The Parking Professional. She organized an excellent collegiate-focused forum, this time at Yale University in New Haven. Bursting at the seams with nearly 60 attendees (when we were expecting 50), we enjoyed excellent discussions on parking operations in the afternoon sessions between Harvard University and New Haven. Holly’s collection of local and regional parking and transportation experts rounded out an intellectual field of presenters and panelists. The forum wrapped up with a guided walking tour of the legendary Yale campus and provided a fitting end to another terrific university forum event. On Halloween, we hosted nearly 50 attendees at our annual Hospital Forum at the Children’s Hospital in Boston. There were no tricks, but all attendees were treated to a day of stimulating hospital-related parking and transportation presentations. Past NEPC President Dan Kupferman, CAPP, organized the forum and kicked things off with a speed networking icebreaker before our host, Jim Smith, shared how Children’s Hospital used value stream mapping to dramatically improve its valet parking program. Andy Hill (Desman Associates) and Brandon Schrenker (Walker Parking Consultants) discussed hospital-related ADA issues. After lunch, we were treated to two panel discussions: Rodney Slaughter, Yale-New Haven Hospital, facilitated a discussion on HIPAA privacy issues with Scott Selig, PayByPhone Technologies; Theodore Chagnon, Valet Park of America; and Carl Sgamboti, ZipPark, Inc. Next, Esther Maycock-Thorne, of Massachusetts

General Hospital, facilitated a discussion on employee shuttle programs with Tom Leslie, Cambridge Health Alliance; Samuel Jerome, MASCO; and Richard DiPietro, Propark America. We closed out the day with a tour of the automated parking guidance system in the parking garage, led by Rusty Rose of Q-Free Inc.

City of Boston Mayor Martin J. Walsh recently announced the appointment of NEPC President Gina Fiandaca as commissioner of the Boston Transportation Department (BTD). Gina served as the interim deputy commissioner of BTD since May 2014. Congratulations Gina!

Municipal Forum In November, board member Carey Redd, Hartford Parking Authority, masterfully planned our best municipal forum yet—we hosted an unprecedented 100 industry professionals! They were provided with tons of sessions on parking, transportation, and technology and shed insight on transportation-related projects that included the new CTFastrak bus rapid transit system. Carey amassed national experts on parking for dynamic presentations; they included Rina Cutler, Philadelphia’s deputy mayor of transportation and utilities, and IPI Executive Director Shawn Conrad, CAE. This forum aptly closed out 2014 with a truly big finish! All of our forums are free to NEPC members. NEPC has long been a bargain, and we are proud of the val-

ue and amenities we provide as an organization. We can offer these forums at no extra charge through the support of our sponsors and proceeds from successful annual meetings. NEPC has continued to be blessed with some of the most generous benefactors in the industry. These are companies that continue to care about our industry, NEPC, and our members, and we are very appreciative! Last year, our platinum sponsors included Amano McGann, Duncan Solutions, IPS Group, LAZ Parking, Mobile Now, SP+, and Xerox. To learn more about the New England Parking Council, or to join and attend all our 2015 events, visit newenglandparkingcouncil.org.

NEPC Board Members Gina Fiandaca NEPC president City of Boston Tom Leslie NEPC vice president Cambridge Health Alliance

Joe Balskus CDM Smith

Ron Ross Massachusetts Bay Transportation Authority

Jim Barr University of Vermont

Bill Wendt University of Connecticut

Jamie Groff Toledo Ticket

Paul Pirhofer NEPC treasurer SP+

Dan Kupferman, CAPP Walker Parking Consultants/ Walker Restoration Consultants

Esther Maycock-Thorne NEPC secretary Massachusetts General Hospital

Matt Lazowski Ultimate System Solutions

parking.org/tpp

Barry Davis IPS Group Carey Redd Hartford Parking Authority Scott Selig Paypoint Rodney Slaughter Yale-New Haven Hospital

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

IPI IN ACTION

CONFERENCE EDUCATION AND CREDITS FOR ALL By Kathleen Federici, MEd

he education you’ve come to expect at the IPI Conference & Expo has expanded by leaps and bounds! The 2015 IPI Conference and Expo presents opportunities for parking professionals from around the world to network, learn, and develop. Join thousands of your peers for three to five days of learning from the industry’s best. To meet the varied learning needs of all parking professionals, we have added a new education track and multiple opportunities to earn professional industry credits. New for this year is the Building and Construction Management track!

New Credits IPI has partnered with the Precast/ Prestressed Concrete Institute (PCI) to offer more professional credits than ever before. This year, our quality education programs will offer learning units (LU) to architects and professional development hours (PDH) to engineers. This track is also a provider of education with the American Institute of Architects (AIA) and the National Council of Examiners of Engineers and Surveyors (NCEES). In addition, IPI is accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET), which means IPI is authorized to offer IACET continuing education units (CEUs) for our four- and five-day management courses: the Parking Operations and Management Immersion course and the University of Virginia (UVA) management course. Parking Operations and Management Immersion will offer information on disaster preparedness, TDM, technology, lighting, sustainability, risk management, big data, and parking management. The UVA courses will offer information on critical leadership roles, developing productive workplaces, management theories, communication styles, ethics, coaching, and developing high-performance teams. KATHLEEN FEDERICI, MEd, is IPI’s director of professional development. She can be reached at federici@parking.org or 571.699.3011.

New Programs On top of that, the Green Parking Council (GPC, an affiliate of IPI) and IPI will offer two pre-conference trainings on the Green Garage Certification Program, both of which offer CEUs for attendees. These sessions will introduce parking sustainability, highlight the value of deploying green parking initiatives, and evaluate

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

the structure and process of Green Garage Certification. The half-day Green Garage Certification Workshop is well-suited for owners and operators seeking to integrate sustainability into their facilities or those who seek to understand the importance and value of certification. The fullday Assessors Training is a fit for consultants, architects, and others planning to lead sites through the certification process, along with owners and operators who plan to lead this process internally. These courses will also offer CEUs that are accepted by AIA, along with many other professional associations, regulatory boards, corporations, and universities. Finally, plan to join us on Thursday, July 2, for a new type of education wrap-up session. With all of the educational opportunities that the IPI conference presents, it will be difficult to decide which concurrent sessions to attend—we know you have tough choices to make. You’ll have choices in six tracks: sustainability, finance, technology, organizational improvement, customer service, and building and construction management. If you find yourself in a predicament of needing to choose one particular session over another and missing something you wanted to learn about, grab a cup of coffee and join us Thursday, July 2, from 8 to 9:30 a.m. for our first education session wrap-up. This will provide time to ask questions of peers, industry experts, and presenters about various things you learned after the sessions. Hear from leaders in the field, and share your experiences in these sessions. This is the perfect chance for “a-ha” moments to happen! Sharpen your skills, and expand your experiences. Come and learn alongside your colleagues who are also dedicated to advancing the parking profession. Have questions about education programming, credits, or making the most of your time? Contact me at the email address to the left.

Titan TR1 Tips Available for Line Stripers Titan™ introduced the new TR1 Line Striping tip, expanding its line of premium TR1 reversible airless tips. The new TR1 Line Striping tip is specifically designed to exceed the expectations of line striping customers for finish, performance, and ease of use. Titan TR1 Line Striping tips spray razor-sharp lines with less overspray and splattering than competitive tips. What sets Titan’s TR1 tips apart is technology that enables a consistent fan pattern width from the first gallon to the last. The tips feature a long-lasting orifice that sprays a uniform thickness for the life of the tip, consistently producing precise lines and professional results. Line striping business owners

and operators know that precise lines yield superior striping jobs and satisfied customers. Also, with the TR1 Line Striping tips, Titan has eliminated the math previously required for reading tip sizes (417 = 4" stripe, .017-inch), making jobs easier for operators. “We designed our premium line of TR1 tips so the fan pattern stays the same width throughout the life of the tip,” says Brent Jane, product manager for Titan. “The tip cut technology that enables this is second-to-none, performing better than all others.” Titan TR1 Line Striping tips are compatible with Titan PowrLiner™ Series sprayers, as well other industry gas-powered airless line stripers.

COMMUNITY DIGEST

PARC GROUP ESTABLISHES 3M/FEDERAL APD SUPPORT PLAN Members of the PARC Group recently established a consortium to ensure the continued success of their existing customers who are using 3M/Federal APD parking access and revenue control (PARCS) systems. The move was in response to 3M’s decision to discontinue its PARCS product line. PARC Group has identified multiple repair resources to assist in maintaining 3M equipment and components and is exploring options for specialized software services. Mark Henke, vice president of TAPCO and PARC Group president, says, “All of us agree that our No. 1 priority is maintaining a superior level of service for our clients. We’re significantly increasing our inventories of

spare parts and equipment and will continue to benefit from the unique depth of knowledge, services, and resources we gain from being part of the large network of PARC Group companies.” Henke notes that all warranties from 3M are still in effect for their duration. John Curtiss, president of NextGen Parking and PARC Group member, says, “We have established a level of self-sufficiency in equipment repairs, software maintenance, and system support with very limited reliance on the manufacturer. This will continue. Our goal is to deliver the return our customers expect from their investment in 3M equipment, and to service and support their systems for a normal life expectancy.”

IPI WEBINARS PROMISE CONVENIENT LEARNING The International Parking Institute (IPI) recently released its schedule of webinars for the remainder of 2015 with a special offer for members: Register for six or more and save $5 per webinar. IPI webinars are presented at 2 p.m. Eastern on Wednesdays and are available ondemand anytime after their initial presentation, making them terrific training tools for parking organizations. On tap for the rest of this year are: Hartford Case Study: Show Me the Money, by Carey Redd, CAPP, March 25.

●●

TDM Case Study: Seattle Children’s Hospital, by Jamie Cheyney and Tyler Simpson, April 15.

●●

parking.org/tpp

Airport Parking: Repair and Maintenance While Structures are in Use, by K.Nam Shiu, SE, PE, May 20.

●●

Parking: Emergency and Disaster Preparation, by Geary Robinson, CAPP, and Cindy Campbell, June 17.

●●

Payment Systems: Countdown to EMV Chip Technology Rollout, by Tom Wunk, CAPP, and Steven Grant, July 15.

●●

Developing a Strategic Plan for Your Parking Operation, by Dennis Burns, CAPP; Vanessa Solesbee; and Bridgette Brady, CAPP, Aug. 19.

●●

Chinatown, D.C., Case Study: Multimodal Value Pricing Pilot and Curbside Management, by Soumya Dey, PE, PMP, Sept. 6.

●●

Parking Construction: New Technology, Innovation, Practices, and Delivery, by Walt Norko, PE, CCM, and Patrick Wells, Oct. 21.

●●

Innovation in Municipal Operations— Government at its Best, by Roamy Valera, CAPP., Art Noriega, David Onorato, MBA, CAPP, and Sean Mackin, Nov. 11.

●●

Sustainability in Parking, by Brian Shaw, CAPP; J.C. Porter, CAPP; and Jeff Petry, Dec. 9.

●●

IPI webinars are offered for a member price of $35 ($30 if you register for six or more) and $50 for non-members. Each also offers 1 CAPP point for participants. To learn more and register, visit parking.org/ webinars.

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

COMMUNITY DIGEST

Gina Fiandaca Named Transportation Department Commissioner Boston Mayor Marty Walsh recently appointed Gina Fiandaca as the City of Boston’s new transportation department commissioner. Fiandaca served as the deputy commissioner in an interim role since May 2014. In her permanent capacity, Fiancada will be charged with overseeing all transportation, parking, traffic, engineering, and management initiatives for the city. “Gina Fiandaca has served the residents of Boston for over 25 years and brings extensive experience to her new role as commissioner of the Boston Transportation

Department,” Walsh says. “She has proven herself to be an exceptional leader, who has strong working relationships with advocates, community members, and state and federal transportation partners.” Fiandaca was responsible for bringing the city’s parking ticket payment system online in 1998 and oversaw all day-to-day parking operations between 2006 and 2014. She is an active IPI member and committee member for the association. An interview with her was recently featured on BostInno, an online publication of Streetwise (bostinno.streetwise.co).

ParkCloud on the Right Track at Charleroi Airport Belgium’s second-busiest airport, Brussels South Charleroi Airport (BSCA) launched ParkCloud’s fast track security service alongside the facility’s existing parking pre-booking system. The “Priority Lane” offers travelers shorter lines and faster passage through the airport with the added convenience of simply selecting the amenity when making their parking reservations, ensuring peace of mind before drivers set out for the airport. This follows increased demand for advance planning, already identified in summer 2014 when BSCA

more than doubled the number of parking spaces available for online reservations. The venture is not the first time ParkCloud’s software has been deployed with ancillary products: In 2014, Poznan Airport, Poland, also added Fast Track and business lounge services to advance parking reservations via ParkCloud’s international marketing platforms and network of partners. Valentina Moise, ParkCloud’s business development manager, says, “It makes sense for online booking services to extend into the airport it-

self. With the flight being the first thing passengers book online, why shouldn’t the rest of their airport experience be available to plan from home? Parking is the tip of the iceberg, and whilst it remains ParkCloud’s speciality, our software is easily adapted to a range of products.”

Judy Dennis Joins Nova Bus Judy Dennis recently joined Nova Bus as its West Coast regional sales manager. Nova Bus is in the midst of a progressive growth cycle, sparked by an expanded product portfolio and growing market share. Expanding the size and skills of the sales team will help enhance clients’ experiences and better seize fast-growing market opportunities. “I am pleased to welcome Ms. Judy Dennis as our West Coast regional sales manager,” says Rob Mowat, vice president of sales for Nova Bus. “Ms. Dennis has a strong sales background in the transportation industry, working with hybrid-propulsion manufacturers, component suppliers, and an electric bus manufacturer. Her vast network, industry knowledge, and experience with emerging technologies will benefit our clients, who can now choose different propulsion technologies—such as diesel, natural gas—and electric buses.”

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

SKIDATA BECOMES MAJORITY SHAREHOLDER OF SENTRY CONTROL SYSTEMS SKIDATA acquired a majority stake in

relationship,” says Frank Flanagan,

of intellectual property, people, in-

Sentry Control Systems. With its par-

principal and owner of Sentry Con-

novation, and systems. Together,

ticipation in the company, SKIDATA

trol Systems. “SKIDATA brings the

we will continue to change the way

acquires Sentry’s sales and service plat-

support of a world-wide leader with

technology is brought to the parking

form and strengthens its U.S. business.

extraordinary resources in terms

industry.”

SKIDATA and Sentry Control Systems have been partners since 2000, and this investment bolsters the relationship between the two companies. Sentry’s executive and management team will remain on board and, together with SKIDATA, will continue to develop business in the U.S. market. “By investing in Sentry, we are taking the next step in the growing American parking industry. We are strengthening our U.S. business, and from now on, can directly serve even more customers who, in turn, benefit from years of know-how and a strong single-source solution—from complete parking management systems, software, and hardware, to third-party systems and the associated service,” says Hugo Rohner, CEO of SKIDATA. Sentry, an independent, family-owned company, has acted as distributor of SKIDATA’s parking solutions in California; Washington, D.C.; Pennsylvania; Virginia; and Maryland since 2000, and today represents 40 percent of SKIDATA’s business in the U.S. Sentry introduced many pioneering products into the American parking market, including Frogparking’s

Gas Detection Ventilation and Control

Building owners and facility managers want to provide safe and effective parking garages while minimizing the energy costs associated with HVAC. Macurco Gas Detection helps engineers, integrators and installers to provide suitable gas detection and control systems for enclosed parking garages.

Detection products for Carbon Monoxide (CO), Nitrogen Dioxide (NO2), Natural Gas, Propane and other Toxic & Combustible Gases

single-space occupancy sensor and parking management software package, the only solar-powered parking

Made in the USA

guidance system on the market. “SKIDATA’s investment in Sentry will strengthen an already-strong

parking.org/tpp

Manufactured by Aerionics, Inc. Phone: 1-877-367-7891 Email: info@aerionicsinc.com Website: www.macurco.com MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

COMMUNITY DIGEST

Brian Bartholomew Joins Walker Parking Consultants Walker Parking Consultants announced that Brian Bartholomew joined the firm as senior parking consultant in Walker’s New York office. Bartholomew is an authority on parking planning and operations with extensive experience in both the public and private sectors. As senior parking consultant, he will oversee a wide range of projects for Walker’s public and private clients, including parking master plans, financial feasibility and bonding studies, traffic impact and parking demand studies, management and operational audits for municipalities, and product specification and bidding assistance. “We are pleased that Brian Bartholomew has joined Walker Parking Consultants,” says Carolyn Krasnow,

vice president and managing principal of Walker’s New York office. “Brian is wellknown throughout the industry and he has an extraordinarily broad range of skills and experience. He is an authority on all of the planning and operational challenges and opportunities facing municipalities and private parking owners.” A parking consultant with nearly 30 years of experience, Bartholomew has overseen numerous parking planning projects for public and private organizations throughout the U.S., particularly in the Northeast. He is active in many professional organizations, including the International Parking Institute, the New York State Parking Association, the Middle Atlantic Parking Association, and the New England Parking Council.

IDEAS AIDS REVENUE MANAGEMENT STRATEGY AT NEW ZEALAND’S LARGEST AIRPORT IDeaS Revenue Solutions announced a new partnership with New Zealand’s Auckland Airport to manage the revenue for more than 7,500 short- and long-term car park spaces. With more than 14 million domestic and international travelers using the airport annually, optimizing revenue for the finite number of car park spaces at three locations across the airport became increasingly critical for the organization. A pricing model based on an increased level of online pre-bookings, as well as traditional roll-up businesses demanded more accuracy and sophistication than a manual revenue management process could provide. “Our human brain is only so big, and we’re capable of only so many calculations, and we know there are systems that can help make more pricing decisions in a shorter time,” says Ray Middleton, commercial manager for Auckland Airport parking. “I look forward to making better decisions with a greater level of certainty as to what we’re doing. That in itself, with the integrity of the IDeaS Car Park Revenue Management System, being tested and proven elsewhere, will help us immensely in terms of revenue growth.”

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

Similar to revenue management for the hospitality industry, car park revenue management uses powerful, science-based analytics to forecast, manage, and optimize revenue opportunities at a revenue-per-available-space level. The system leverages revenue management principles to balance demand uncertainties with demand-based price optimization and length-of-stay controls and fully integrates with existing reservation systems. The system is fully based in the cloud. “All revenue streams in an airport environment are under incredible pressure, and car park revenue is one of the areas that can provide significant contribution to the airport’s overall financial success,” says Joseph Martino, senior vice president for IDeaS. “IDeaS has the right system and the right support to drive revenue opportunities in car park facilities, and we look forward to partnering with the Auckland Airport for many years to come.” IDeaS Car Park Revenue Management System is currently integrating and exchanging data with Auckland Airport’s pricing and reservation systems and is expected to be online in early 2015, delivering forecasts and generating a revenue uplift for the organization.

(Almost) Everything You Need to Know About Getting Your Garage Certified The Nature of Parking is Changing

i Technology and structure design – Outlines the physical attributes of a garage that can be used to

During the past two decades,

increase energy efficiency, lower waste,

technological innovations coupled with

and support customer mobility choice.

the demand for sustainable solutions have dramatically transformed the parking industry. Today’s new and retrofitted facilities can incorporate guidance and cashless payment systems that enable drivers to find and pay for parking without stopping, energy efficient lighting, renewable energy installations, innovative water and stormwater management systems,

Within each category are a dozen or more criteria for evaluation. Based on an overall level of performance, eligible parking structures can be recognized with Bronze, Silver, or Gold certification, which is awarded for three years and is renewable.

electric vehicle (EV) charging stations, and more.

Working with a Trained Certification Assessor

Green Garage Certification (GGC) inspires real estate owners,

Thinking of getting started? One option is to work with a

developers, planners, architects, tenants, parking operators,

registered GGC Assessor to guide you through the process,

and others to strive toward a more environmentally and

providing assistance based on your needs. Assessors

economically sustainable future, and offers them a roadmap

are independent advisors who have been trained to fully

and assessment tool for going green.

understand Green Garage Certification standards and

Benefits of Green Garage Certification

procedures. Working with assessors is an option, not a

By incorporating sustainable design, technology, programs,

and fees may vary.

and management, high-performance parking facilities lower

requirement, of the GGC program and assessors’ services

revenue. They score points with tenants, patrons, and the

Free, Green Garage Certification Program Guide

community at large by offering improved efficiency and an

Regularly updated, this free, downloadable

integrated diversity of mobility options.

tool contains information about

Certification Criteria

application procedures and program

New and existing garages in the U.S. and Canada are

of criteria by certification level.

their operating costs, enhance their value, and boost their

Green Ga Certifica rage Standardtion

requirements, and includes a breakdown

evaluated based on their achievement of standards

06.01.2014

including parking, architecture,

Green Garage Certification Standard

engineering, sustainability,

This 195-page book defines the performance measures and

construction, real estate,

documentation requirements of the program and is available

property management, and

in hard copy for $49.95 and eBook for $29.95.

developed by experts from a range of related fields,

academia. Inspired by the U.S. Green Building Council’s LEED

Application and Fees

program, which does not apply

The process and fee structure for GGC is available at

to parking garages, GGC addresses the specific opportunities offered by parking facilities in three categories: i Management – Highlights ways garage operations can maximize assets while minimizing waste. i Programs – Guides garages to new revenue sources, greater customer satisfaction and stronger community relations.

www.gree nparkingc ouncil.org

greenparkingcouncil.org/certification. Or, contact Trevyr Meade, trevyr@greenparkingcouncil.org, 203-672-5891.

About the Green Parking Council The Green Parking Council (GPC) is a not-for-profit affiliate of the International Parking Institute (IPI) that provides leadership and oversight for the green conversion of parking facilities to sustainable, environmentally responsible assets. o

Learn more at greenparkingcouncil.org

CALENDAR OF EVENTS Highlighted are IPI and IPI Allied State and Regional Association Events

March 1–3

May 8

Mid-South Parking & Transportation Association Annual Spring Conference & Tradeshow Orange Beach, Ala. mstpa.org

Pennsylvania Parking Association Spring Training Hershey, Penn. paparking.org

March 10 Green Parking Council Green Garage Assessor Training Chicago, Ill. greenparkingcouncil.org

March 25

May 20 IPI Webinar Airport Parking: Repair and Maintenance While Structures are in Use parking.org/webinars

April 22–24

IPI Webinar Hartford Case Study: Recovering Outstanding Debt Strategies parking.org/webinars

Parking Association of Georgia Annual Conference and Trade Show Pine Mountain, Ga. parkingassociationofgeorgia. com

April 14–17

June 28

New England Parking Council Annual Spring Conference Newport, R.I. newenglandparkingcouncil.org

Green Parking Council Green Garage Assessor Training Las Vegas, Nev. greenparkingcouncil.org

April 20

June 29–July 2

Green Parking Council Green Garage Assessor Training Corpus Christi, Texas greenparkingcouncil.org

2015 IPI Conference & Expo Las Vegas, Nev. ipiconference.parking.org

April 21–23

Parking Design, Maintenance & Rehabilitation Two-Day Seminar Raleigh, N.C. parking.org

Texas Parking & Transportation Association 2015 Conference and Trade Show Corpus Christi, Texas texasparking.org

April 21–23 Parkex Birmingham, U.K. parkex.net

April 22–24 Parking Association of Georgia Annual Conference and Trade Show Pine Mountain, Ga. parkingassociationofgeorgia. com

September 21–22

September 23–25 Carolinas Parking Association Annual Conference and Trade Show Myrtle Beach, S.C. carolinasparking.org

September 24–25 Southwest Parking and Transportation Association Annual Conference Phoenix, Ariz. southwestparking.org/

May 1 Parking Association of the Virginias Spring Workshop Richmond, VA Pavonline.org

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

September 30– October 2 Pennsylvania Parking Association Annual Fall Conference Pittsburgh, Pa. www.paparking.org

October 14 Mid Atlantic Parking Association Fall Annual Conference Baltimore, Md. midatlanticparkingassociation. org

November 4–6 California Public Parking Association Annual Conference & Trade Show Oakland, Calif. cppaparking.org

November 4-6, 2015 Parking Association of the Virginias Annual Fall Workshop & Tradeshow Virginia Beach, VA pavonline.org

November 10–12 Expo Parking Sao Paulo, Brazil expo-parking.com

November 18 IPI Webinar Innovation in Municipal Operations-Government at Its Best parking.org/webinars

December 2–5 Florida Parking Association Annual Conference & Trade Show Amelia Island, Fla. flparking.org

December 7–9 Gulf Traffic Dubai, U.A.E. gulftraffic.com

ACADEMIC University of Texas Medical Branch Neil Hart

Illinois Institute of Technology Dana Royal

SUPPLIER IDEX Services Yaser EzzEddin

QSSI Lori West

Ecocruise Steve Leighty

STUDENT Benjamin Jones

NEW IPI MEMBERS

PUBLIC Los Angeles County Metro Transportation Authority Frank Ching

Hormann High Performance Doors Peter Burnham

Parkifi Rishi Malik

parking.org/tpp

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

PARKING CONSULTANTS

DESMAN A S S O C I A T E S

National Parking Specialists Facility Planning Design Functional Design Structural Engineering Restoration Demand Feasibility Design/Build

▪ Parking Structure Planning & Design ▪ Studies & Operations Consulting ▪ Restoration Engineering ▪ Structural Engineering

800-FYI-PARK carlwalker.com

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

Providing Parking Solutions for Over 40 Years Boston

Chicago Cleveland Denver Hartford Pittsburgh Fort Lauderdale New York Washington, DC

w w w. d e s m a n . c o m

CELEBRATING 50 YEARS OF SERVICE • Parking Facility Design • Restoration Engineering

• Parking Study Services

Providers of objective advice for more than 30 Years

800.860.1570 www.walkerparking.com

Philadelphia, PA n 215-564-6464 n www.chancemanagement.com Parking

Transportation

Access Management

Parking engineered to your needs

Jacob Gonzalez, P.E. 800.364.7300 w w w. WA LT E R P M O O R E .c o m

parking.org/tpp

Project Management Design Parking Consulting Structural Engineering Diagnostics

Traffic Engineering Civil Engineering Intelligent Transportation Systems

MARCH 2015 | INTERNATIONAL PARKING INSTITUTE

ADVERTISERS INDEX Aims (EDC Corporation) . . . . . . . . . . . . . . . . . . . . . 13 aimsparking.com | 800.886.6316

IPS Group Inc.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 ipsgroupinc.com | 858.404.0607

Aiphone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 aiphone.com | 800.692.0200

Macurco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 macurco.com | 877.367.7891

Carl Walker, Inc.. . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 carlwalker.com | 800.FYI.PARK

POM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 pom.com | 800.331.7275

CHANCE Management Advisors. . . . . . . . . . . . . 61 chancemanagement.com | 215.564.6464

Precast/Prestressed Concrete Institute . . . . . 19 pci.org/hpprecast | 312.786.0300

DESMAN Associates . . . . . . . . . . . . . . . . . . . . . . . 60 desman.com | 877.337.6260

Rich & Associates, Inc.. . . . . . . . . . . . . . . . . . . . . . 60 richassoc.com | 248.353.5080

Duncan Solutions, Inc.. . . . . . . . . . . . . . . . . . . . . . C2 duncansolutions.com | 888.99.DUNCAN

Rydin Decal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 rydin.com | 800.448.1991

Eberle Design Inc.. . . . . . . . . . . . . . . . . . . . . . . . . . . 11 editraffic.com | 480.968 6407

Southland Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 southlandprinting.com | 800.241.8662

Global Parking Solutions. . . . . . . . . . . . . . . . . . . . . 9 globalparkingsolutions.com | 215.399.1475

Toledo Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C4 toledoticket.com | 800.533.6620

Hรถrmann. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 hormann-flexon.com | 800.365.3667

Walker Parking Consultants. . . . . . . . . . . . . . . . . 61 walkerparking.com | 800.860.1579

IntegraPark. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C3 Integrapark.com | 888.852.9993

WALTER P. MOORE. . . . . . . . . . . . . . . . . . . . . . . . . . 61 walterpmoore.com | 800.364.7300

PARKING BREAK

JIM BASS is landside operations manager at the Bill and Hillary Clinton National Airport, Little Rock, Ark. He can be reached at jbass@fly-lit.com or 501.537.7354.

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

G r een Gar a Ge Ce rti f iC at io n a s s e s s o r t ra in in G

State-of-the art lighting technologies can last 2 to 5 times longer than traditional options, cutting energy costs by up to 70% and maintenance costs up to 90%.

Train to become a Green Garage Certification Program Assessor. This one-day course covers the theory and practice of building certification and offers a deep-dive into the specific management, programmatic, technological, and structural elements of the Standard. Successful completion enables you to earn income consulting and assessing facilities for Green Garage Certification. Offers CAPP Points and CEUs for professional registrations. Register online at: • March 3 | Toronto, Ontario

greenparkingcouncil.org

• March 10 | Chicago, Ill. • April 17 | San Francisco, Calif. • April 20 | Corpus Christi, Texas (in conjunction with the Texas Parking and Transportation Association conference)

• June 28 | Las Vegas, Nev. (in conjunction with the IPI Conference & Expo)

EXIT

Greetings from Sunny Boston

he City of Boston couldnâ&#x20AC;&#x2122;t catch a break in January and February, when back-to-back snowstorms covered every square inch in feet (feet!) of snow and it seemed the deluge might never end. On-street parking became a big challenge as the drifts mounted, burying cars to their roofs and leaving some drivers pleading for open space after work. Boston, we join you in hoping spring arrives sooner rather than later this year!

INTERNATIONAL PARKING INSTITUTE | MARCH 2015

PHOTOS BY DAVID SPECHT

SNOW PARKING

Is your parking operation losing revenue? We can help you find it.

Find lost revenue and increase efficiency with IntegraParkâ&#x20AC;&#x2122;s powerful software. For a detailed explanation of its benefits, call Ruth Beaman at 888.852.9993 or visit IntegraPark.com

GREEN AND FLEXIBLE PARKING SOLUTIONS

Toledo Ticket’s RFID hangtags and credentials* with TransCoreenabled technology enhance security for you and your patrons. Our efficient solutions offer built-in accountability to keep your business secure – with reduced emissions and a low carbon footprint.

THAT’S THE TICKET!

N. REE BLE. G Y VER Y FLEXI VER

1.800.533.6620 ToledoTicket.com

3963 Catawba Street P.O. Box 6876 Toledo, Ohio 43612

TICKETS OF EVERY DESCRIPTION

SINCE 1910

MARCH 2015 The Parking Professional ● DISASTER DRILLS ● TRANSIT STATION LIGHTING UPGRADE ● EMV CHIP MIGRATION ● CPARK-L CELEBRATES 21 YEARS ● CAMPUS BIKE TRANSPORTATION ● CUSTOMER SERVICE TRAINING