Tuesday, November 20, 2012

C  I  T  Y    O  F    A  T  L  A  N  T  A

Atlanta City Council approves amended contractual agreement with PARKatlanta to improve customer relations

ATLANTA – The Atlanta City Council approved an amended contractual agreement with PARK atlanta to address continued concerns from motorists and to improve customer relations.

The Council approved the resolution as amended by a vote of 13-0. The legislation was introduced by City Council Member H. Lamar Willis.

“I think the passage of this legislation demonstrates that we as a council, along with the Mayor’s administration, hear the voices of our constituents, and are taking the right steps to alleviate their concerns with regards to PARKatlanta,” said Council Member Willis. “I believe that with PARKatlanta having to pay penalties to the city for improper enforcement, we will see improved signage, a more efficient complaint mediation process, and better customer service.”

PARKatlanta, a subsidiary of Duncan Solutions, signed a seven-year contract with the city in 2009 to, among other things, purchase, install and collect money from new meters, install parking signs and street markings, and issue parking citations.

Some of the key provisions under the new amended PARKatlanta agreement are:

·         PARKatlanta will now maintain all parking related signage in right-of-way

·         PARKatlanta  must provide an online process for filing complaints on its website

·         PARKatlanta must respond to all online complaints within 2 days

·         PARKatlanta must share with the City all complaints, as well as PARKatlanta’s responses to those complaints

·         PARKatlanta must have a specific phone number dedicated solely to questions and complaints

·         The amendment calls for improved PARKatlanta employee training that is approved by the city

“Today’s vote signifies Council’s commitment to improving the customer experience with PARKatlanta,” said Council President Mitchell. “I look forward to working with PARKatlanta as we implement these enhancements to the parking program in response to the public’s concerns over fees and enforcement.”

Citations may not be issued*…:

·         where meters are non-functioning

·         where unclear, conflicting, or hidden signage is in place

·         where signage needs to be repaired, replaced, or relocated

·         where signage is not installed, has been removed, or is otherwise missing from a metered area

*If a ticket is issued in any of these cases, the ticket shall be promptly voided by PARKatlanta once they are made aware.

As a result of these concessions, PARKatlanta will pay the City $5.3 million annually instead of $5.5 million.