Summary of Major Accomplishments AUXILIARY SERVICES DIVISION PARKING SERVICES Fiscal Year 2009 was a watershed period for Parking Services. While meeting the day-today parking challenges and unexpected problems, and while supporting planned and unplanned events, employees of Parking Services also were able to build on a process of continuous improvement which resulted in a dramatically increased level of customer service. In FY 2008, Parking Services conducted comprehensive strategic planning and created a Campaign Plan to improve customer support. This process of improvement tremendously elevated customer support and launched Parking Services towards its stated objective of becoming the highest parking enterprise in higher education. To build on the resounding success of the Campaign Plan, the Parking Department produced Campaign Plan II, which further advanced parking operations and programs and enabled Parking Services to exceed the expectations of most customers. Employees of the department received the following recognition and awards, which is in itself a testament to the growing awareness of Parking Services excellence: Runner-up in the 2009 International Parking Institute s Parking Organization of the Year 2009 International Parking Institute s Supervisor of the Year Chancellor s Gold Award for Customer Service Individual (now a Governor s Customer Service Award finalist) Three Finance and Administration Merit Award finalists Published in College Services, the Magazine Connecting College Auxiliary Services Professionals Featured in The Parking Professional Due to required support for special events and customer and departmental requests for more visitor spaces in the East Campus, the East Deck was prepared to be converted to a visitor and permit facility. This change would yield many more visitor spaces, keep customers from circling around the loop waiting for spaces to open in the E03 lot (the previous visitor lot, which has now been converted to a permit-only lot), and give customers more flexibility and options. The Hull Street Deck was converted to a permitonly deck to make room for permit holders in the Northwest Precinct once the W13 lot closes permanently in January 2010 due to construction. Parking Services also was involved in establishing parking for the Greek Park and in mitigating the customer impact of more than 25 major construction projects on campus. Through an overkill approach, Parking Services supported 198 special events for the University, which not only enabled departments to execute programs but enhanced the image of UGA through excellent customer service. Some of these events included football games and other sports events, commencements, groundbreakings and dedications. Free parking typically was provided for these events. During the 2008 D-38
football season, the Parking Department refined the program for game day parking. Presale of football parking passes continued to be a success with customers and significantly reduced the amount of cash being collected in parking decks. Parking Services did an extremely effective job of parking customers not only in the decks but in the East Campus area as well. As proof of these accomplishments, Parking Services managed parking for the entire football season without one parking incident, major customer problem or safety issue. Parking Services also continued design and functional interface with the Office of University Architects and contractors in the construction and opening of the Tate Student Center Deck as well as construction of the Intramural Fields Deck and Performing Arts Center Deck. Parking Services finished painting the West Deck; upgraded the South Deck and Carlton Street Deck elevators; installed Approaching Vehicle Information (AVI) in the North Deck, Carlton Street Deck, Intramural Fields Deck and the EO1 lot; and painted all safety bollards in the East, West, Carlton, South, North and Hull Street decks. Parking Services re-engineered the traffic flow in the West Deck to prevent a potential traffic safety problem. With the partial collapse of a parking structure in Atlanta, Parking Services in conjunction with the University Architects Office, UGA Real Estate Foundation and Physical Plant coordinated the structural integrity inspection of all existing decks, including two under construction, by three independent engineering firms. The structural integrity of the decks was affirmed when the report was delivered shortly after the conclusion of the FY09 fiscal year, and Parking Services ongoing efforts to clean and maintain the decks was validated. Even before the incident with the parking deck in Atlanta, Parking Services was working with the Physical Plant to establish a comprehensive maintenance plan to properly clean, maintain and prolong the life of the University s parking decks. Parking Services contracted the firm of Timothy Haahs to produce a detailed, long-term maintenance manual and plan. The department developed and refined processes that exceeded the expectations of customers. Some of these practices included: Developed online disability registration, allowing customers with disabilities to gain a permit easily without physical effort. UGA s Internal Auditing Department conducted audits of the E03 operations of the pay lot, Tate Deck, South Deck and North Deck. Enhanced Operation Safe Drive, a free vehicle inspection program available to all faculty/staff/students. This program drew tremendous praise from students and their parents. Vastly improved payroll deduction process. Payroll errors have been reduced from more than 50 per month to fewer than two. Enlisted and engaged students to make presentations at student orientations. Parking Services updated and improved many lots on campus to make parking more accommodating for customers. Some of these lots included S14, the Tate Center lot, E09, S04, E14, W06, W12 and N07. The Coverdell lot also was resurfaced. In addition to D-39
safety improvements made to the West Deck, Parking Services improved lighting in the North, West, East Village, Carlton and Hull decks; installed safety reflectors in the Hull and Tate decks; and installed cameras in the East and Tate decks. Summary of FY 2010 Goals Parking Services carries momentum of accomplishment into FY 2010. Proposed goals include: Establish alternate forms of payment (including credit cards) at pay facilities. Protect customer information by eliminating the use of Social Security numbers in consonance with campus efforts. Concentrate on training and policy formulation with the aim of improving communication and interaction with customers and solving customer problems. Execute a comprehensive maintenance program, within budget constraints, for all facilities and equipment to maintain safe, clean and aesthetically pleasing facilities and guarantee the operational value, utility and integrity of capital equipment. Conduct over-the-shoulder audits of all cash-collecting employees. Establish a task force to evaluate motorcycle and scooter parking policies. Develop a secret shopper program to provide training and improve customer service. Investigate policies regarding Departmental Permit (DP) and Alternative Transportation Permit (ATP) programs with the aim of reducing the parking demand variability to utilize available space more efficiently. Automate the appeals process in order to eliminate paper processes. Overhaul the phone system for customer support in order to record customer conversations. This will help to determine root causes of problems as well as provide training for employees. Partner with Athens-Clarke County for visitor parking at the Dooley Plaza. Conduct a financial vulnerability assessment. Establish an expectant mother parking program. Continue to execute special events at a 100% success rate. D-40
PARKING SERVICES - ALL UNITS Revenue (1) $ 10,564,364 100.0% Gross Profit 10,564,364 100.0% Personal Services 2,329,127 22.0% Direct Expenses (2) 1,024,952 9.7% Indirect Expenses 523,851 5.0% Total Operating Expenses 3,877,930 36.7% Net Operating Income 6,686,434 63.3% Depreciation 1,705,375 16.1% Debt Service 5,225,634 49.5% Total Transfers 6,931,008 65.6% Net Income $ (244,575) -2.3% D-41
PARKING SERVICES - MONITORING & GENERAL LOTS Revenue (1) $ 5,719,160 100.0% Gross Profit 5,719,160 100.0% Personal Services 1,173,777 20.5% Direct Expenses (2) 650,628 11.4% Indirect Expenses 60,517 1.1% Total Operating Expenses 1,884,923 33.0% Net Operating Income 3,834,238 67.0% Depreciation 291,284 5.1% Debt Service 559,438 9.8% Total Transfers 850,722 14.9% Net Income $ 2,983,515 52.2% D-42
PARKING SERVICES - CAMPUS PAY LOTS Revenue (1) $ 103,334 100.0% Gross Profit 103,334 100.0% Personal Services - 0.0% Direct Expenses (2) 2,879 2.8% Indirect Expenses - 0.0% Total Operating Expenses 2,879 2.8% Net Operating Income 100,455 97.2% Depreciation - 0.0% Debt Service - 0.0% Total Transfers - 0.0% Net Income $ 100,455 97.2% D-43
PARKING SERVICES - SOUTH CAMPUS PARKING DECK Revenue (1) $ 979,606 100.0% Gross Profit 979,606 100.0% Personal Services 378,055 38.6% Direct Expenses (2) 65,015 6.6% Indirect Expenses 69,066 7.1% Total Operating Expenses 512,136 52.3% Net Operating Income 467,469 47.7% Depreciation 185,107 18.9% Debt Service - 0.0% Total Transfers 185,107 18.9% Net Income $ 282,363 28.8% D-44
PARKING SERVICES - WEST CAMPUS PARKING DECK Revenue (1) $ 359,564 100.0% Gross Profit 359,564 100.0% Personal Services - 0.0% Direct Expenses (2) 30,620 8.5% Indirect Expenses 65,887 18.3% Total Operating Expenses 96,506 26.8% Net Operating Income 263,058 73.2% Depreciation 96,673 26.9% Debt Service 391,201 108.8% Total Transfers 487,874 135.7% Net Income $ (224,816) -62.5% (2) Includes a distribution of adminstrative expense D-45
PARKING SERVICES - EAST CAMPUS PARKING DECK Revenue (1) $ 690,865 100.0% Gross Profit 690,865 100.0% Personal Services - 0.0% Direct Expenses (2) 52,350 7.6% Indirect Expenses 66,469 9.6% Total Operating Expenses 118,819 17.2% Net Operating Income 572,046 82.8% Depreciation 145,170 21.0% Debt Service - 0.0% Total Transfers 145,170 21.0% Net Income $ 426,875 61.8% D-46
PARKING SERVICES - NORTH CAMPUS PARKING DECK Revenue (1) $ 968,820 100.0% Gross Profit 968,820 100.0% Personal Services 242,290 25.0% Direct Expenses (2) 73,169 7.6% Indirect Expenses 88,002 9.1% Total Operating Expenses 403,460 41.6% Net Operating Income 565,359 58.4% Depreciation 201,600 20.8% Debt Service 830,125 85.7% Total Transfers 1,031,725 106.5% Net Income $ (466,365) -48.1% D-47
PARKING SERVICES - CARLTON STREET PARKING DECK Revenue (1) $ 613,576 100.0% Gross Profit 613,576 100.0% Personal Services 201,373 32.8% Direct Expenses (2) 49,517 8.1% Indirect Expenses 45,374 7.4% Total Operating Expenses 296,265 48.3% Net Operating Income 317,311 51.7% Depreciation 177,718 29.0% Debt Service 820,000 133.6% Total Transfers 997,718 162.6% Net Income $ (680,407) -110.9% D-48
PARKING SERVICES - EAST VILLAGE PARKING DECK Revenue (1) $ 306,495 100.0% Gross Profit 306,495 100.0% Personal Services - 0.0% Direct Expenses (2) 32,926 10.7% Indirect Expenses 61,665 20.1% Total Operating Expenses 94,591 30.9% Net Operating Income 211,904 69.1% Depreciation 171,193 55.9% Debt Service 819,000 267.2% Total Transfers 990,193 323.1% Net Income $ (778,289) -253.9% D-49
PARKING SERVICES - HULL STREET PARKING DECK Revenue (1) $ 475,709 100.0% Gross Profit 475,709 100.0% Personal Services 99,457 20.9% Direct Expenses (2) 51,460 10.8% Indirect Expenses 49,294 10.4% Total Operating Expenses 200,211 42.1% Net Operating Income 275,497 57.9% Depreciation 190,963 40.1% Debt Service 1,000,000 210.2% Total Transfers 1,190,963 250.4% Net Income $ (915,466) -192.4% D-50
PARKING SERVICES - TATE CENTER PARKING DECK Revenue (1) $ 347,236 100.0% Gross Profit 347,236 100.0% Personal Services 234,176 67.4% Direct Expenses (2) 16,387 4.7% Indirect Expenses 17,576 5.1% Total Operating Expenses 268,139 77.2% Net Operating Income 79,097 22.8% Depreciation 245,667 70.7% Debt Service 805,870 232.1% Total Transfers 1,051,536 302.8% Net Income $ (972,440) -280.1% D-51
PARKING SERVICES ORGANIZATION CHART Manager Don Walter Deck Manager Mike Cosby Operations Manager Linda Norton IT Manager Mark Reynolds Business Manager Brenda Burke Quality Specialist (Vacant) Deck Supervisor Anthony Brown Administrative Specialist II Blaine Van Note Administrative Staff Enforcement IT Professional Frances Burr Accountant Karen Hart Deck Supervisor Savannah Thigpen Communications Enforcement Supervisor Neal Evans Application Specialist Franky Zhang Associate Accountant Gretchen Bowen D-52 Deck Supervisor Patricia Ross Cashiers Enforcement Supervisor Mike Volk Night Supervisor Sue Hopewell Enforcement Staff Electronics Technician II Tysen DeDufour Supervisor Linwood Hill