NLS Project Initiation Template

Banner Initiatives – Project Recommendations

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Project: Parking Automation Project Program: Banner Initiatives Created and Submitted By: Bob Schneider Process Owners: Darin Rasmussen; Brian Sullivan

Date Created: December 3, 2015

Date Modified: December 15, 2015 Version: 1.1


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Project Approach The Parking Systems Review Initiation Paper was approved by the Steering Committee in August 2015 to evaluate existing Parking applications and systems to identify processing efficiencies and improve customer support to the campus community. The initial objective was to clarify processes, evaluate existing tools, research T2 and related partner product options, and recommend alternatives to maximize efficiency by alleviating manual processing, duplication of effort, and delays. Other important objectives are to improve the customer experience on permit purchases and citation payments. Since August, the Parking team, together with other subject matter experts and T2 consultants, worked together and this recommendation paper is the result of that teamwork. Below is a list of project sponsors and team members. Project Sponsors

• Darin Rasmussen, Director of Public Safety/Chief of Police • Brian Sullivan, Assistant Vice President, Business & Financial Affairs

Business & Financial Affairs

• David Ma, BFS Hardware Support • Leslie Pinkston, BFS T2 Functional Support Analyst • Bob Schneider, BFA Project Manager • Devlin Sweeney, BFS Parking Reporting Support Analyst • Wanna VanCuren, Director, Business & Financial Systems

Public Safety / Parking Services

• Donnell Tanksley, Assistant Director of Public Safety/Assistant Chief of Police (Business Owner)

• Ron Carpenter, Supervisor, Parking Enforcement Sergeant • Julia Gassman, Parking Manager • Ronni Olsen, Parking Supervisor & Event Management • Stephanie Scott, Collections & Citation Appeals • Parking Cashiers (on a consulting basis)

Technical Resources (as needed)

• Steve Weinberg, Enterprise Applications Services (prior ADMCS) • Linc Nesheim, Enterprise Information Services (prior CTS)

Cashiering Resource (as needed)

• Bob Putich, Student Business Office • Teresa Hart, Treasury & Accounting Services


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Discovery The team sought to do research on:

• What T2 components Western had • What T2 components are available, but not owned by Western • What was considered current industry standards • What are other institutions doing in parking; especially those using T2 • What other products exist in the parking field and would they be a most cost-effective

solution than T2 for Western Parking offices from various institutes were contacted and surveyed on their parking operation functions, and asked what the most important components of their parking system were. Almost all wanted to, or already have, moved to License Plate Recognition LPR), License Enabled Parking (LEP), and Pay-by-Cell (PBC). Refer to the Discovery Paper, Appendix B, Universities. A search was performed for all parking system vendors. All the major vendors were contacted to determine if they had similar functionality as T2 and to determine how much their system would likely cost. Refer to the Discovery Paper, Appendix B, Vendor Alternatives. A T2 consultant was brought on campus to observe Western’s Parking operations, T2 configuration, and make improvement recommendations. The on-site review took place September 9-11. T2’s final consultant report was received on November 3, 2015. See Appendix C. It was discovered that while other competing vendor products exist that were perceived as good products it is definitely not cost effective to change to another vendor as we have been invested in T2 products for many years and have been satisfied with their products and support. If we would have to migrate to another equivalent product suite, the breakeven with the new investment would be over 10 years. In addition, all the products provided similar capabilities. For example, they all use the same License Plate Recognition (LPR) product and use paystations that have the same basic capabilities as T2’s product. Since this project required changing the Enforcement Officers’ existing Blackberry phones and handheld ticket writers to a smartphone mobile app, it is therefore the right time to determine if the current cellular service is the best for reception in our parking lots. The enforcement officers did a cellular reception survey using smartphones from each of the following cellular vendors: Verizon, T-Mobile, and ATT. They tested the data connection and voice reception in all lots and other important areas such as the Parking Office. The results are in Appendix A. It was determined T-Mobile had the best overall connectivity. Recommendations The team recommends staying with T2 and negotiating the “best deal” for purchasing additional modules and upgrades that would improve Western Parking operations, simplify, and streamline the customer interactions.


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After numerous discussions and T2 WebEx demonstrations, the team identified many processes improvements that can made using the Western owned T2 functionalities and additional modules we will need to purchase. Western had discussions with T2 on costs of current licenses and for additional modules. In the interest of continuing business with Western, T2 is willing to offer a good discount and limited price increase in subscription for the next five years. The team is therefore recommending a two-phase approach of the Parking Automation Project. Phase 1: LPR (License Plate Recognition) The first phase consists of moving to a more efficient and user-friendly method of issuing permissions to park and method of processing citations for parking violators. This involves implementing License Plate Recognition and several other components required to support it. Anticipated completion of this phase is June 30, 2016. These components are listed below.

a. Purchase T2 Mobile App: Currently the enforcement officers use proprietary handheld ticket writers. These units are no longer being supported by T2, fail often, cannot be used for pictures, and must be replaced. T2 now provides a smartphone mobile app that works with a separate portable printer that does the ticket writing, pictures, and replaces cell phone. The new mobile app has already been purchased as an operational expense because the old handhelds are failing and are not supported.

b. Upgrade T2 FlexPort: Upgrade the T2 eBiz customer web front-end to the new FlexPort.

There is no cost for this upgrade. FlexPort provides a customer front-end and it is much more customer friendly and displays well on smartphones.

c. Install New LUKE II Paystations: The current Shelby paystations will become obsolete and

unsupported by T2 at the end of December 2016. In addition, the current Shelby paystations will not be in compliant with the new credit card industry PCI-compliant Version 3. It is important for Western to replace these old and non-compliant units. These new paystations are also required to support the implementation of LPR (details below) since the Luke paystations have a full alphanumeric keypad for entering license plate numbers. Other advantages of the new Luke paystations are that it has efficient solar chargers, which will greatly reduce the manual effort of recharging batteries. In addition, the maintenance costs for these units is also lower as compared to the current Shelby units.

d. Implement Extend-by-Phone: T2’s Extend-by-Phone will allow paystations customers to get

a warning on their smartphone when their permit is about to expire and allow them to extend the time via that smartphone.

e. Implement Change from Permit to License Enabled Parking (LEP): This is a change in

methodology and not a product by moving from physical permit printing to granting parking privileges to customers based upon their vehicle’s license plate number(s). There is no permit to be pick-up and place on the customer’s windshield. Currently, most of the Western community already provides a license plate when they apply for a permit. T2 will


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simply use that information in the database to determine which vehicles have “permission” to park at Western. This change is required to move to LPR and would be enabled at the same time as LPR.

f. Implement T2 FlexPort MyAccount module. This will allow customers to view all their

permits, citations, and citation appeals on one portal. It will also allow the customer to change their license plates if they have multiple vehicles that they will park in the University’s parking lot at different days.

g. Implement License Plates Reader (LPR): LPR involves placing cameras on parking

enforcement officer’s vehicles. The officer drives through parking lots and the camera automatically reads license plate numbers, looks those numbers up in the T2, paystation, and Pay-By-Cell (PBC) databases and alerts the officer if the license has not been issued a parking permission. The officer then issues a citation ticket and places it on the windshield of the illegally parked vehicle. In addition, with the right set up, LPR will also check the Police database for any stolen or wanted vehicles, significantly improving our campus safety. According to research, Genetec’s AutoVu mobile LPR unit is the most popular and most used model for this and T2 is one of the authorized vendors for this product.

h. Implement Pay-by-Cell (PBC): This product allows Western’s parking customers to

purchase short-term permits via their smartphones. Think of this as a paystation that is accessible by smartphone and therefore can be processed without having to locate and go to a paystation to get a permit. PBC also works based upon a license plate number.

Phase 2: Business Process Improvements During the Discovery and T2 consultant review, a significant number of improvements were identified that could be implemented to improve our current business processes in Parking. Some are T2 modules that require additional purchase and maintenance; and some are reengineering the existing processes. While these improvements are not dependent upon the implementation of LPR, the team highly recommends running these improvements either parallel to the LPR implementation or immediately right after, depending on availability of related resources. The team also stressed that any existing business processes related to the future LPR implementation will be reviewed and redesigned within the LPR process. The team is aware that those processes will not be just “mirrored” into the new LPR process and system. The following is a list of identified potential improvements.

• Implement T2 FlexPort Citation Appeals to allow customers to appeal citations via the T2 customer web front-end.

• Implement T2 FlexPort Event Requests to allow departments to request parking for events without parking staff manually typing them into the T2 system.

• Change to use Standard T2 rate Proration saving considerable manual calculation and

maintenance of the rate schedule.


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• Change Event Scheduling calendar to use T2 to get this data in the T2 central database and make this information more readily available to the staff.

• Implement T2’s RoVR product to gather out-of-state plate owner information

automatically.

• Automate a number of processes that currently require an individual to process or execute:

- DOL (WA Department of Licensing) interface to get vehicle owner information more timely

- Sending Registration holds to Registrar’s Office - Automate everyday letters for tickets - Automate the sending of file overdue citations to Collections - Automate sending HR the permits payroll deducts file - Automate Events JV export to Banner - Sending Cashiering totals to SBO

• Research on the possibility of loading some T2 charges and/or payments into Banner

Accounts Receivables

• Research on the possibility of implementing AutoVu’s ability to count vehicles in parking lots to provide more up-to-date occupancy information. Allowing for sales with fewer “over sales”.

• Research on the possibility using the Banner CRC Collections process or possibly T2

Collections service. T2 Modules / Upgrades Benefits Listed below are many of the current University processes in place that will be impacted by the above improvements to Parking operations.

Current Processes Solutions Outcome/Benefit

Wanted vehicles can park at Western undetected.

LPR with warrant lookup. Parking Enforcement vehicles with LPR will detect any vehicle that is wanted and they will inform the police. This will significantly increase Western security.

Current Handheld ticket writers are unreliable and cannot take pictures. Handhelds are failing and no longer has vendor support. Paper jams occur and the connection is unreliable.

T2 Mobile App and ticket printer products

Switching to mobile app and printer replaces handheld, cellphone, and separate camera. Allows officer to attach picture directly to T2 citation record saving considerable time.


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Current Processes Solutions Outcome/Benefit Currently customer can go to T2 Web customer portal, eBiz, and buy morning, afternoon, or daily permits. However, it does not display well on smartphone or tablet making it difficult for users to buy their permits on the go.

T2 FlexPort upgrade to eBiz Customer can buy same permits but do it on almost any device. The convenience of buying permit will increase sales.

Currently, customers receive a paper permit to place on their vehicles dashboard. These permits are either mailed or picked up at Parking Services. This is very inconvenient for our customers.

T2 LEP (License Enabled Parking) methodology

Customer enters his/her license plate to get parking permission. No printed permit to get in the mail or pick up at office. None to put on dashboard or loose. Provides convenience to our customers.

Currently customer goes to paystation, uses their credit card and pays for hourly or daily permit, get paper permit, takes permit back to car and puts on dashboard.

New T2 Luke II Paystations and LEP products

Customer pays with his/her credit card at paystation, enters license plate number and goes about business. No paper permit to display.

Enforcement Officers walk through lots visually checking for missing or invalid parking permits on each vehicle. This is a slow walking process and only allows for each lot be “enforced” about twice a day.

Genetec AutoVu LPR product

Officers drive through parking lots, cameras read license plates and look-up if plate is attached to a valid permit. Officers only stop when LPR gives an alert for invalid parking to write ticket citations. This process will allow enforcement officers to drive through our lots more than 5 times per day. See Appendix D for Time & Motion Study. There are strong indications that LPR will lead to increased revenue due to the combination effects that it is easier for customers to purchase their permits online via smartphones, tablets or web and that enforcement officers will be able to patrol the parking lots more frequently.

Currently customer has to pay for hourly permit at paystation or parking office

Pay-by-cell (PBC) product Customer can pay via their cellphone, tablet, PC, or by dialing a phone number.


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Current Processes Solutions Outcome/Benefit Customer completes a Web form for citation appeal. Parking prints out appeal and manually types information without a detailed description into T2. Parking staff often has to refer to printed paper forms.

T2 FlexPort Citation Appeals Customer enters citation appeal directly into T2 FlexPort with full description. No paper or parking staff manually typing information into the system. All information centrally stored and significantly saves on data entry time.

Department submits a Web form to request parking for an event. Parking staff print out requests and manually enter into T2.

T2 FlexPort Event Requests Department directly enters parking request for event into FlexPort, saving data entry time and avoiding errors

Current Paystations fail often, require frequent battery charging, and does not meet the new V3 PCI compliance.

New Luke Paystations It is PCI compliant, reliable and solar charging to significantly reduce the manual effort of charging the batteries and saves energy (green technology). New keyboards will also allow customers to enter their license plates numbers into the system. This function is vital to the use of LPR technology.

Parking office manually calculates the Western proration every day, enters it on a large spreadsheet, and uses a special program written by T2 to load the rates into T2.

Changes procedures and use T2 rate Proration method

No calculation or load required, significantly reducing staff workload.

Manually run processes to load or transfer data between systems or manually delivers data to another office.

Automate existing processes. Refer to Business Process Improvements above.

Processes run automatically each night. Will reduce staff resource load.


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Risks Listed below are the risks associated with this implementation.

Risk Impact Mitigation

Team member resources not available to work on project.

Project will not be completed on time.

Seek additional resource support from project sponsors and stakeholders, if needed.

On time delivery of Vendor hardware, especially physical installation of Luke paystations either from Facilities Management or outside vendors.

Delay completion of LPR project.

Set realistic timeline expectation. Build into the project some time to compensate for delay and notify sponsors and stakeholders about the possible delay to seek remedial action as soon as possible

Vendor functionality not exactly what was anticipated.

Service not as “good” as presented by vendors

Team to research alternative and acceptable ways to mitigate the impact.

Contracts not signed on time. Phase 1 not implemented on time.

Project sponsors, Banner Initiatives Portfolio Manager work with Purchasing to expedite contract and PO process.

Facilities not able to fit in schedule to build the new paystation platforms in January 2016.

Could delay project. Paystations required before other parts of Phase 1 can be done.

Coordinate with Facilities Management to fit in their schedule. If this cannot be accomplished, contract with T2 to provide construction.

Part-time project manager may not be enough resources to keep project moving at critical times.

Could delay project. Get additional Project Management resources from Director, BFA Systems.


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Summary of Cost INITIAL COST

Pay Station Upgrade & Installation $100,398 LPR equipment & licenses including 5-year limited warranty $114,079 All 1st Year Licenses & Service Fees $97,201 One Time Implementation Fees $17,000 Event Requests, Citation, MyAccount, Pay By Cell Implementation $33,115 Travel Expenses $20,000 ERP Banner or CASHNet Integration $10,000 Training for Staff $10,000 Project Contingencies – Approx. 5% $20,000 Total Initial Cost 421,793 Licenses & Service Fees currently incurred by Parking Services ($89,246)

TOTAL ONE-TIME FUNDING REQUIRED $332,547 2nd Year $100,117 3rd Year $110,621 4th Year $121,439 5th Year $132,582 5 YEAR TOTAL COST (including current licensing and support) $797,306

5-Year Operation Cost Current 5%

Increase LPR 3% Increase

Operation Cost

Increase 1st Year $ 89,246 $ 97,201 2nd year 93,708 100,117 3rd year 98,394 110,621 4th year 103,313 121,439 5th year 108,479 132,582 Total 5-Year Operation Cost $ 493,140 $ 561,960 $ 68,819

Note:

“Current 5% increase” column – shows the operating costs if we did nothing (no upgrades, enhancements, or add-ons) and continued to pay our current license and fees with the agreed upon 5% yearly increase.

“LPR 3% increase” column – shows the operating costs with 3% yearly increase if we upgrade the Paystations, and add LPR, Pay-by-Cell, Events Requests, Citation Appeals, and MyAccount.


APPENDICES


Appendix A-1

Appendix A Cellular Reception Survey in Western Parking Lots


Appendix A-2


Appendix A-3


Appendix B-1

Appendix B

Parking System Discovery Paper

Project Contact:

Bob Schneider

Tel x7205 Email [email protected]

WESTERN’S PARKING SYSTEMS

DISCOVERY PAPER

Contents Project Summary ...................................................................................................................................................................................... 2

GENERAL Summary ................................................................................................................................................................................. 2

T2 Flex parking management system ............................................................................................................................................... 4

T2 FlexPort costumer web front-end ................................................................................................................................................ 7

Cashiers Workstations............................................................................................................................................................................ 8

On-line forms processing ...................................................................................................................................................................... 9

T2 Systems’ electronic lot pay stations .......................................................................................................................................... 11

P.O.M. coin pay meters .......................................................................................................................................................................... 17

Cost Summary of ALL EXISTING systems (excluding Handhelds and Cellphones) ......................................................... 19

Handhelds, BLACKBERRYS, AND VERIZON FLIP PHONE .......................................................................................................... 20

LPR (License plate readers) ............................................................................................................................................................... 22

Vendor Alternatives ............................................................................................................................................................................... 24

Other Universities & Colleges’ Parking systems ......................................................................................................................... 26

Appendices ............................................................................................................................................................................................... 34

Appendix A - Parking System Interrelationships ................................................................................................................... 34

Appendix B - T2 Major Functions WWU Has Not Licensed ................................................................................................. 35

Appendix C - Shelby Pay Station Revenue by Unit .................................................................................................................. 37

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PROJECT SUMMARY

REPORT DATE PROJECT NAME PREPARED BY

August 5, 2015 Parking Systems Discovery Paper Bob Schneider

GENERAL SUMMARY

The objective of this report is to summarize all computer applications and associated hardware currently used in the operation of the Western Parking function. Part of the reason for the review is that some of the systems have, or will, become obsolete and no support will be offered by the vendor, in particular handheld ticket writers and the electronic pay stations. This document will provide an initial look at what are some possible solutions to replace these equipment, and additional services that Western should consider as possible enhancements to the operation. This in a preliminary overview and an in-depth project plan will be done during Phase II.

The Parking Office’s operations are currently supported by the following major system functions. Under each major system function is also listed with the software and hardware components. T2 Systems’ T2 Flex parking management system – SAAS (Software As A Service – cloud-based) application

T2 Systems’ T2 FlexPort customer web front-end – SAAS application Cashiers workstations

o 3 cash drawers o 3 TM-U375 thermal receipt printers

On-Line Forms Processing – in-house developed Esign & database T2 Systems’ electronic lot permit payment

o T2 Systems’ (previously Digital) Shelby Electronic Pay Boxes - hardware o T2 Systems’ EMS - application o T2 Systems’ BOSS - application

POM individual parking space coin meters - hardware T2 Systems’ Casio handheld ticket writers and Cellphones

o Blackberry Verizon cellphones o Verizon flip phone

Refer to Appendix A, Parking System Interrelationships, for a diagram showing the relationships of these various components.

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WWU Parking System Vendors

All the above systems are from one vendor, T2 Systems with the following exceptions:

“On-line Form Processing” system is a locally developed process using Access DB and Web forms.

Cellphones vendor - Verizon and T-Mobile. They are purchased under Western contract via Purchasing.

Coin Pay Meters vendor - POM

Contributions

Most information provided in this report was provided by Parking Manager, Julia Gassman.

Interviews were also conducted with:

Donnell Tanksley, Asst. Chief of Police

Stephanie Scott, Appeals Processor

Ronni Olsen, Parking Operations Supervisor

Kevin Jenkins, Parking Enforcement Officer

Leslie Pinkston, Business Systems Analyst

David Ma, Parking Technical Support.

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T2 FLEX PARKING MANAGEMENT SYSTEM

This is parking’s main administrative computing application. This systems manages and tracks all non-pay station permits, permit waitlists, tickets, wheel boot, notes about permits and citations, photos to be used as evidence, etc.

Vendor/Product T2 System Inc.’s T2 Flex

Salesperson Sean Sheeran Annual Costs $58,952.09, this includes T2 Flex and T2 FlexPort

Modules / Functions

Permits Parking permit sales and management.

Permit Waitlist Provides ability for customer to get on a waitlist to get a specific permit for a specific lot.

Citations Citation writing – mainly used to enter ticket information into Flex and print the citation to place on the window of the vehicle being ticketed.

Generally, citations are issued by handhelds and stored in the Flex system. However, they can be entered into Flex manually.

Scofflaw – repeat offender indicator. This function allows the officers to enter notice in T2 Flex to boot a vehicle’s wheel for being in scofflaw status or to tow. Can get alerts on vehicles that have been scofflawed.

Billing / Collection

Tracks soft or hard transfers to collection agency. Keep on books for 10 years before right off.

Appeals / Docket

Track citation appeals: in-house, Board, and court. However, the customer entry of the appeal is done with the On-Line Forms Processing system (see separate section).

Cashiering/ Payment Processing

Cashiers enter payments into Flex. It also stores payment transactions entered by customer via FlexPort. However, credit card transactions are not processed in Flex – they are done with WWU card machines CASHNet.

Scofflaw Alerts / notifications. Can be: stolen; “don’t ticket”; disabled until a certain date, etc. Notations can be placed on license plates in T2 Flex for Police or Parking information.

Boot/Tow Tracks all booting and towing of vehicles. Maintains counts. Tracks which company has vehicles that have been towed. Can add late fees for vehicles not picked up that were towed.

Facility Management / Lot Occupancy

Officers enter lot occupancy statistics regarding space availability information of each lot.

Event Management

Tracks events and resources needed: Lot, signs, tent, attendants, Payment. Automatic generation of daily event calendar.

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Asset Management / Maintenance

Most of the Parking assets are being kept in this module. Ex. are pay stations; handhelds; trucks; and parking lots.

Reported issues of these equipment are being entered in this module as Maintenance Work Orders for tracking. This provides visibility to all of Parking staff.

T2 can send alerts on these work orders to designated personnel. Facilities “projects” related to parking are being entered into this

system. Track the needs for temporary permits, space for fencing, closed

lots, etc. It also allows for attachment - photos, maps, etc.

Customer Management

Create and maintain biographical records on customers. Import employees and students from Banner.

Admin Console Configure the look and feel for eBusiness online Flex application. Can create rules pertaining to a specific demographic groups, i.e. student, faculty, staff, controlling what they can view online. Troubleshoot accounts, jump in as the customer, review shopping baskets, do maintenance as required.

Interfaces FlexPort displays and updates T2 Flex information Handhelds query Flex info and enter citations Cash registers query Flex info and enter payments Developed Interfaces:

- Banner person demographics loaded into Flex maintained by ADMCS. - Send payroll deductions from T2 to Banner by using an extract written with Flex

report writer to provide a file in the proper format to load into Banner. Maintained by Parking.

- Dept. of Licensing (DOL) interface to insure we bill to the owner of the vehicle per WA State (not included in normal support). This was an unsupported modification done by T2 for WWU.

Contract Information

Originally Purchased: FY09, went live 6/17/2009

Last renewal of the contract was June 2014. This renewal included T2 Flex, FlexPort (the new T2 eBusiness customer front-end) and Handheld device interface. (Note: Pay Boxes are a separate contract.)

T2 Flex is a core T2 product and will be under full support from T2 for the foreseeable future.

Observations / Issues

What do competing vendor’s products cost relative to T2 costs?

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With T2 WWU should implement Pay By License so that the campus can move to no paper permits. This would be necessary to move to LPR.

Parking Manager has been considering adding barcode to the permits to allow PKOs to scan permit instead of having to type a permit number into handhelds. To make barcode readable it would be best that permits were stuck on windshield or laid on dashboard. Hanging permit on the mirror puts it too high on some vehicles. Do not need this if WWU using LPR.

Currently lot occupancy is updated only once or twice per day due to slowness of handhelds. New mobile app on smartphones should allow for timelier updating of lot counts. Can consider add on module to do automated lot counts.

Will T2 have a mobile app for customers? Would be nice if they could view a WWU campus parking map, request permits, pay for permits, review citations, and pay for citations. AssetWorks does have a customer mobile app that gives the customer visibility on lot availability. However, we do not need lot availability at WWU currently due to slow update of lot counts.

Is there some benefit with event processing by integrating / coordinating with EMS?

There are a number of other T2 modules WWU does not own that should be investigated as to their merits to help Western perform better. See Appendix B - T2 Major Functions WWU Has Not Licensed.

EMS (IRIS) / BOSS (Pay Station applications) do NOT integrate with T2 Flex in any way. T2 plans for this enhancement in the future.

The DOL interface listed above is not supported by T2 as a part of our normal maintenance. If anything goes wrong we need to adjust the file format that was programmed or hire T2 to fix the problem. This DOL interface broke in 2013. It took 3-4 months of Parking’s technician working with DOL to get it fixed. Comparing 2012 to 2013 the revenue dropped $47,000. Parking manager attributes this loss of revenue primarily to the DOL outage because they could not bill violators immediately. T2 has a module that could replace this, RoVR (registered vehicle look-up service), which would be supported by T2. See Appendix on addition T2 Modules we do not own.

Other interfaces. Those that are simply batch data transfers to / from Banner (demographics, payroll) should not be much of a reliability issue as we should be able to fix any change either vendor (T2 or Ellucian Banner) makes to the file format.

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T2 FLEXPORT CUSTOMER WEB FRONT-END

This T2 Web application module provides the customer front-end to T2.

Vendor/Product T2 System Inc.’s T2 FlexPort (previously named EBusiness)

Salesperson Sean Sheeran Annual Costs $58,952.09, this includes T2 Flex and T2 FlexPort (same figure listed for Flex above.)

Modules / Functions

Web front-end for customers to order and pay for permits. Universal SSO is available for those with accounts (all employees and students). Customer can also review and pay for citations.

Current eBusiness Web pages display OK on smartphone. Would be better with FlexPort upgrade. To make payment customer is sent to CASHNet where all credit card processing is done. CASHNet is a partner with T2 and we purchased the interface from T2.

Interfaces Displays and updates T2 information. Transfers customer to CASHNet along with charges, customer makes payment in CASHnet, CASHnet sends payment back to T2.


Originally Purchased: FY2014, went live February, 2014. At that point it was a module that was added on to our normal T2 contract.

Last Renewal of the contract was June 2014. This renewal included T2 Flex, FlexPort (the new T2 eBusiness customer front-end) and Handheld device interface. (Note: Pay Boxes are a separate contract.)

Full technical support and upgrades provided as part of the annual T2 maintenance.


Install FlexPort upgrade to WWU’s current eBusiness module. This would provide better service on tablets and smartphones.

The implementation of the Appeals module to FlexPort should be considered. It appears it would eliminate Appeals processor from having to print them out and eliminate the parking office student from having to type them into Flex. Salesperson says we already have the license for this.

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CASHIERS WORKSTATIONS

The cashiers’ workstations are the standard Windows PC that the front desk uses for all their T2 Flex transactions. These are simply PCs with cash drawers (1-MMF) and receipt printers (TM-U375).

Credit card payments are processed with WWU card machines.

Vendor/Product T2 System Inc.’s for the cash drawers and receipt printers

Salesperson Sean Sheeran Annual Costs Purchase replacements when needed

Modules / Functions

Provides cashiering function for Parking front-desk. Sell permits and receive payments for citations. Daily balance total is entered in CASHNet Many other standard T2 functions can be performed by the front desk with the PC that are not cashiering functions. Credit Cards are processed through standalone swipe machines. Transactions are stacked up and someone later enters them in T2. We have the license to process payment directly with T2.

Interfaces These are front-end workstations to T2. T2 tracks the payments and provides information at the PC.


Originally Purchased: Same time as T2 Flex

No annual support contract.

Cashier function is a part of the T2 system


It is very rare that Western needs to replace these units. Western have license to process all cashiering / CC transactions directly in T2. This would be more efficient. Western should investigate integration for T2 Cashiering with CASHNet payment gateway and / or Banner directly.

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ON-LINE FORMS PROCESSING

This is a locally developed system using web forms front-end to an Access database.

Vendor/Product Local Developed

Salesperson N/A Annual Costs None

Modules / Functions

Citation Appeals Submittal

Citation Appeals submittal. Customer goes to Parking web site and completes on-line web form;

Appeals Processor goes to Access; prints form; Parking student employee enters into T2 Flex. Track appeal in Flex. Full reason on On-Line Appeal Form is not entered into Flex.

Appeals processor enter decision in Flex. Flex generates email to customer with explanation.

Guest Permit Request

Departments complete on-line form. This is stored in Access database. This is printed and filed. A permit is filed for customer pick-up at the front desk

Events Provides for the request of guest permits for special events. Entered by Parking Operations Supervisor. Rest of process is the same as for guest permit requests above.

Interfaces None

Support This was developed years ago. It does not seem anyone currently at WWU is knowledgeable about the database such that they could modify it or fix problems.

It is believed it uses standard technology so most likely someone could learn it and resolve issues. Parking Manager believes Nancy Larson is designated as technical support for the application.


Investigate and consider purchasing T2 FlexPort customer Citation Appeals module so customer can submit their appeal directly in T2. This would eliminate Appeals processor from printing and eliminate student employee from manually typing in the appeal.

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The reason for the appeal is not currently entered into Flex due to the amount of data entry. So anyone needing that information needs to physically go to a file to get it. The FlexPort Citation Appeals module would resolve this.

T2 Flex Allotments module, might facilitate Department Guest permit requests.

T2 Flex Events module might be able to replace Event On-Line Forms module.

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T2 SYSTEMS’ ELECTRONIC LOT PAY STATIONS

These are electronic parking lot pay stations with one or two per lot. Customers goes to station, pays, and places the permit on their dashboard. They are managed by, and data stored in, IRIS (EMS) and BOSS.

Campus Map of parking lots and Pay Stations:

http://www.wwu.edu/ps/doc/pk/ParkingGuide.pdf

Vendor/Product T2 System Inc.’s Digital Shelby Pay Stations (T2 recently purchased the Digital pay boxes products). T2 recently acquired the previous vendor Digital Systems. These are basically the same technology as an ATM.

Salesperson John Cowley Costs Initially purchase was approximately $14,000, total $154,000 Quantity 11 Annual Costs $13,152.70 for warrantee (hardware parts replacement)

$ 5,280.00 for T-Mobile Cellular contract for each (11 boxes*12mo.*$40) Total $18,422.70 annual costs

Functions

Electronic pay boxes that allow customers to pay for a temporary permit via credit card, cash, coin, or department code. The department code generates a charge to the department budget. A paper permit is printed at the pay box and customer places that on their dashboard.

Interfaces EMS (new name IRIS) transfers configurations from BOSS to pay stations and transfers transactions from pay stations to BOSS for storage. Sends notices - email of problems to several PCs; and text message to all parking officers and front desk flip phones via EMS.


Originally Purchased: October, 2009

Last Renewal of the contract was Sept., 2014. This is currently separate from T2 renewal.

The official technical Support of the Shelby Pay Stations will end December 31, 2016. At which time they will not be PCI-compliant. Until 12/31/2016 they are fully supported and PCI-compliant. It appears most of the other major parking vendors support the Digital pay boxes.

http://www.wwu.edu/ps/doc/pk/ParkingGuide.pdf

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Revenue For FY14 Cash $ 35,363.70 -- 14% of total Credit $ 220.091.35 ----------------- Total $ 255,455.05 See breakdown by lot in Appendix C.

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Cost to Upgrade to T2 Supported Pay Stations:

Each Pay Station, card processing only = $7,250, 40% discount. 8 stations $1,088.40 to add coin collection.. $1,263.60 additional above coin to add bill collection. Add $840 per station for solar charging. However, salesperson again said he plans to get additional discount.

$ 58,000.00

Training – 2 days (Digital IRIS & LUKE II, their operation is different than Shelby’s) $ 3,500.00 Total One-Time Costs (Tax not included) dependent upon number replaced and final discount and implementation costs.

$67,500.00

On-going annual cost Luke II Warrantee $905 x 8

$7,240.00

On-going Yearly Costs Increase (-decrease):

Luke II Warrantee ($905 * 8= $7240). Current war. (13,152.70) -7,240 = -5,912.70 1 year warrantee included in purchase, now adding a 2nd year free.

$ -5,912.70

IRIS Reduction of addition 13% off list. [about $2,800] (adding 3 months free) $ -2,800.00 Continued T-Mobile cellular service 0 Total change in Ongoing Costs (Tax not included) dependent upon number replaced and final discount and implementation costs.

$ -8,712.70


It appears most of the other major parking systems vendors support the Digital pay stations. (AIMS does support and Monroe Community College uses Digital pay stations with BOSSCARS). So if we upgraded the pay stations to the new Luke II models and then decided to change from T2 to another parking vendor we would not have wasted any funds.

There are other vendors the interface to T2 Flex: Cale and Parkeon are being used by other universities. However, I believe T2’s interface to T2 Digital paystations will be better than all the others in the future since they own Digital and they have stated they are working on improvements.

Consider moving one (1) of eleven (11) to Parking Services outside Kiosk location to replace Kiosk which is not functional for our purposes.

Need to evaluate revenue vs. cost of each pay station location. It is assumed each should pay for itself within 4 years. 4 of the paystations are questionable as to whether they are paying for themselves. Roughly each costs about $1,000 per year for maintenance and even the new units cost $7,250. Spread the cost over 5 years = about $1,500 / year. That’s a total expense of $2,500/ year not counting the administrative costs. 4 of the machines currently collect about $3,000 or less per year. See appendix.

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Should get Solar charging units. Currently batteries have to be charged regularly. Don’t want to do that especially if we get rid of cash so offices do not have to go to units. Vendors and a customer say they work well now.

With the upgrade to the new Luke pay stations, T2 would give us a reduced price of $5/ mo/ pay station for each API add-on for IRIS: LPR and Extend by Phone.

Salesperson indicated he might be able to do another 5-10% discount.

The indirect personnel resource costs to collect and deposit the cash is listed in the appendix along with the revenue. The revenue is much more than the cost. However, if cash was limited customers would find another way – Parking office or Parking Kiosk.

One could assume that if cash processing was removed from the machines revenue would not be lost as customers that had to pay cash would go to the cashiers and pay. Or, have the pay station at parking accept cash for those needing it especially after hours. This issue can be further minimized by implementing Pay-By-Cell.

Combine Purchase Order for T2 and Digital into one PO.

New Electronic Pay Boxes without cash handling cost less. The above price is without cash handling.

Consider changing to credit card only. Customers are sent via signage to Parking Office cashier if need to pay by cash.

These units need to be replaced by 12/2016 to stay PCI compliant and to maintain maintenance. If we change now we would save on maintenance between now and 12/2016.

Consider reducing the number of pay stations needed. Only allow visitors and short term parking in certain lots that are strategically located. Univ. of Texas, El Paso only has 2 lots open to visitors.

Look at Pay-By-Cell to reduce the need for pay stations or cash handling. See Appendix, T2 Major Functions WWU has Not Licensed. This requires WWU to already be on Pay By License.

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Vendor/Product T2 EMS (new name IRIS) & BOSS applications manage pay stations

Salesperson John Cowley Annual Costs $10,761.30 for application support and license

Modules / Functions

BOSS resides on a local server in front desk area. BOSS is used to configure all pay stations and parking rates that are used by the pay stations. This data has to be copied to a memory stick and then manually loaded at each pay station. The BOSS server also stores all pay station transaction data. Reports can be run on pay station transactions in BOSS however the user must go to the server. EMS (IRIS) is cloud based software hosted by T2. It manages the pay stations. The web application dynamically monitors the health of the pay stations and sends alerts (email and text message). It also transfers the pay stations’ transactions to BOSS. EMS (IRIS) allows any authenticated user to query BOSS pay station transaction data. It is hoped in the future these two applications will be combined into one.

Additional Interfaces WWU licensed: Real-time Credit Card Real-time Reporting Real-time Alerts Coupon (department code to pay for temporary permits) Pay-By-Cell (Need to implement Pay By License first) Campus Card (we do not use and don’t need because we do not have One Card)

Interfaces EMS (IRIS) provides all communications between the pay stations and BOSS. BOSS stores rates and other pay station box configuration data; and pay station transaction data.


Originally Purchased: June 2009

Last Renewal of the contract was June 2014. (Note: Pay Boxes are a separate contract.)

Observations

It is hope that in the future the EMS and BOSS applications will be combined and all in the cloud. It is also hoped that the BOSS pay stations’ transaction data and the T2 Flex/FlexPort transactions would be combined into one database. Currently these transactions are totally separate: Flex/FlexPort transactions housed at T2; pay station data is stored on the local BOSS server. Salesperson says this is the goal for about 2 years out – being developed.

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Consider removing Campus Card API we are paying for and not planning to use. Substitute LPR API.

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P.O.M. COIN PAY METERS

These are the physical individual pay meters one per parking space in some areas of campus. They are coin operated.

Vendor/Product P.O.M.

Salesperson N/A Quantity Total = 24

Count by lot: 03R - 4; 07G - 4; 15R - 1; 17G - 7; c - 8

Annual Costs Very little over the last several years as we have taken some off line and they are available for spare parts.

Modules / Functions

Simple coin operated parking meters. Labor intensive to collect, transport and count the coins from all the machines.

Revenue FY14: $26,280 This accounted for approximately $1,100 revenue.

Interfaces None


Date Originally Purchased: Purchased in lots over time.

No contract exists. We replace parts as needed or the complete unit.

It is up to Western to fix units if it needs to. Per Julia Gassman, very little maintenance: stuck coin, clear plastic casing damage, or battery changes. If one is severely damaged (run over by vehicle) we replace it.


It is not anticipated that we would purchase any additional individual pay boxes in the foreseeable future. We are slowly getting rid of them.

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We have electronic pay stations in all these lots. Require these users to use the electronic pay boxes or go to Parking Office.

Provides a convenience for some customers.

The labor required to collect; count; and deposit coins for Coin Meters and Pay Stations is listed in the appendix along with the revenue. However, note that the revenue is much more than the cost of managing the cash.

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COST SUMMARY OF ALL EXISTING SYSTEMS (EXCLUDING HANDHELDS AND CELLPHONES)

One-time Costs:

Open order for T2 Flex Dev (Order ended 10/2014. They do not have an hourly rate; it all depends upon the task.)

$4,348

Total One-Time Costs (Tax not included)

$0

On-going Yearly Costs:

T2 Flex 15-user license / maintenance; FlexPort Web Hosting; handheld wireless connection; FlexPort Waitlist

$58,952.09

EMS / BOSS pay station software support / maintenance

$10,761.30

Digital Shelby Pay Station warrantee (replacement parts support) $13,152.70 T-mobile cellular service for Pay Stations 5,280.00 Escrow for BOSS 800.00 Occasional purchase of cashier printer or drawer (for front office PCs) minor Total Current On-going Yearly costs $88,946.09

Note: See separate document Handheld and Cellphone Discovery Report for costs of handhelds and cellphones.

Observations

Western pay for cellular service for all electronic pay stations and parking enforcement officers’ handhelds and cellphones. Since almost all parking lots do not have Wi-Fi coverage, it is expensive to install Wi-Fi so to cover all parking lots, especially since there is minimal coverage now and it would have to be isolated from rest of campus Wi-Fi in order to be PCI compliance.

Typically front-end electronic components become obsolete within 4-5 years. This would apply to handhelds and electronic pay stations. Consider the creation of a replacement fund to plan for the replacement of these hardware components every 5 years. This would also apply to workstations and cash register equipment.

Should look into getting all software applications in escrow. Provides WWU with some protection if the company goes out of business. Currently only BOSS is in escrow.

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HANDHELDS, BLACKBERRYS, AND VERIZON FLIP PHONE

Due to repeated problems since February with the citation writing handhelds there was an urgency to review these devices immediately before this full report was prepared. The Blackberrys and Verizon flip phones were included in the review of the handhelds because of some problems with the cellphones and overlap of functionality. Therefore a full separate discovery report has already been prepared previously on the Casio handhelds, Blackberrys, and Verizon flip phones. All these devices have Verizon cellular service contracts.

Interfaces: Only the handhelds communicate with T2 to provide ticket and notice information. Cellphones currently are only used for voice communications.

See separate document: “Parking Handhelds and Cellphones Discovery Report”.


Handhelds are over 5 years old and no longer supported.

We can use both current handhelds and new mobile app at the same time.

New T2 Mobile Enforcement App and smartphones would be much more robust, provide additional functionality and reduce staff time considerably when posting pictures for evidence in T2. Other benefits exist – refer to separate report.

While there is a little over $6,000 initial cost to upgrade to smartphone technology we would actually save money in on-going costs by doing the upgrade. Payback could be within 1 year when considering indirect costs.

Tested Verizon, T-Mobile, and AT&T reception in all lots. If handhelds are changed now would be a good time to change cellular vendor to the best reception vendor. All got 4G data connectivity in all lots and concerned areas. T-Mobile had better overall voice cellular connectivity.

Reference Check

Victor, Hill, U. of Wisconsin – La Crosse,

11,000 students, 10,000-15,000 people on campus as a time.

One of the first to implement the T2 mobile app. Start in Nov/Dec, 2014.

Use an Ipad mini. IT prefers Apple products. Use WIFI.

Use Lifelock case on Ipad mini.

If lose connectivity Mobile app allows you to upload later.

Initially had Zebra printers, had problem, T2 took back. BT Printer limited to 30 ft.

Apex printer works very well. Really like it. Its rugged.

Like the units a lot better than Casio’s. Kept Casio’s as a backup.

App is easy to use – have student employees.

App can do everything then need to do.

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Had one problem early on. T2 immediately worked on/fixed, no other problems. T2 responded well.

Easy use camera reduced parking approvals by 20%

Recommended getting a demo of the app.

Enforcement Officer said Galaxy S6 or Note should work fine.

Becky Rhinehart, Parking Services Coordinator, Armstrong State University.

Reports to Police Chief.

7000 Students

Use Ipad. Started January, 2015.

Had connection problem with Zebra printer initially. All new ones will get Apex printer with it. No other problems.

We will love the mobile app, better pictures, no comparison. Well worth the money.

Police Officers use these in the evening.

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LPR (LICENSE PLATE READERS)

General Information

This functionality consists of cameras that are mounted on vehicles or stationary at parking gates. The cameras read license plates as the enforcement officer’s vehicle travels through parking lots. The system automatically and instantly validates whether the license number has a valid permit. It will also report DMV violations.

Functions Read license plates and determine if the vehicle has a valid permit for parking in that lot based upon license plate number. Link to DMV and determine if there are any warrants out on the vehicle. The connected laptop will flash the license number of anything needing attention (non-permit, DMV, etc.). Laptop prints citation and officer places it on the vehicle’s windshield.

Interfaces T2 to validate permit, scofflaw, etc. T2 eTicketBook to generate tickets. DMV to determine violations or wants/warrants.

T2 Systems Support

T2 fully supports only one vendor / model - Genetec AutoVu product. However, most of the major parking system vendors support the AutoVu (AssetWorks. AIMS, CiteWrite).

They can be purchased directly from Genetec or through T2. T2 salesperson thought his price would be better than Genetec. We could buy off our current contract.

Warrantee is expensive and parts are expensive.

One-time Costs:

Genetec AutoVu (rough estimate) 2 cameras, processor, cables / vehicle We expect to equip two vehicles.

$ 45,000.00

Laptop or tablet – pricing is for Panasonic Toughbook 6,600.00 5-year Advanced Replacement Warrantee / unit 13,440.00 T2 eTicketBook Implementation $1,500.00 Total One-Time Costs (Tax not included) per vehicle

$66,540.00

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On-going Yearly Costs:

T2 IRIS (EMS replacement) LPR API module ($5/ month/pay station = $60 / station). (50% discount) Could add for $0 by replacing unused Campus Card API. If 9, 9 * 60 =

$540.00

T2 eTicketBook License

$3,000.00

Total On-going Yearly costs $3,540.00


Most of the major parking systems vendors support the Genetec AutoVu system. Genetec was the only LPR vendor people talked about at IPI conference. So if we purchased the AutoVu and then changed parking system we could only be out the T2 one-time implementation of $1,500 and the T2 on-going support of $3,660. Can be purchased through T2.

Would greatly reduce time required to check all parking lots for non-permitted vehicles. Would allow more frequent lot scans and therefore generate more revenue and reduce violations not caught.

For LPR to work effectively all permits need to be based upon the customer’s license (Pay By License).

Also, the electronic pay stations would have to be upgraded to work with new EMS (IRIS).

Very expensive per unit. Roughly $40,000 per unit, not including the vehicle, laptop, warrantee, or interfaces.

All cost figures are merely placeholders at this point. More research is needed.

Most schools appear to get only 1 or 2 units, including campuses larger than Western. Even the 2nd one is questionable. If only have one and it is out for a few days a year waiting until a replacement arrives that lost revenue would most likely be less that the maintenance alone of $4,000 - $5,000, in addition to the initial $40,000 purchase price. Genetec’s general rule of thumb is one unit can do 1,000 spaces / hr, per Pierre Hubert, 17 years at Genetec.

Some schools use students for the LPR vehicle enforcement officers.

Install mounts and wires on second vehicle so camera and unit can be moved to another vehicle for when the LPR vehicle goes off-line.

Need to clarify with vendor that the LPR application checks both T2 Flex and IRIS for violators – Genetec checks T2, Paystation and Pay-by-cell vendor databases. Downloads in seconds before going into lot, if get hit officer presses “enforce”, AutoVu checks databases again on-line.

Apparently Genetec is the largest provider of these systems. It appears all T2 competitors also support these same units. This means purchasing Genetec would not lock us into T2.

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New capability of lot occupancy counting in October, 2015.

VENDOR ALTERNATIVES

The T2 components are well integrated and provide a comprehensive parking management system. LPR systems are not a T2 product, but T2 provides and interface to LPR systems.

The following is a list of Vendors that might provide a comprehensive Parking Management solution with capabilities similar to T2’s offering. No contact has been made with these vendors during this phase of this project.

EDC AIMS

http://aimsparking.com/ Chris Genung AIMS - EDC Corporation [email protected]

Parking Manager stated, "Smaller company, some issues I have heard is support is bad due to how small it is. I have viewed this [product], looks good to me just haven’t reviewed if all modules we have are offered. " Seems to have most functions we do with T2. It uses smartphone mobile enforcement app. Uses a different ticket printer than T2. Estimates are that the yearly maintenance would be almost the same as T2, however the initial purchase is over $235,000. This is because if we get AIMS we would still need to purchase T2’s paystations. See above T2 costs about $59,000 / year. AIMS would be about $58,500 / year. They will host it and the above cost includes the hosting by EDC with backup site. Interfaces to T2’s Digital pay stations; WA DOL (do not charge by hit), and Genetec LPR. Has Pay-By-License, Pay-By-Cell, Departments has request permits and print them for events and guests. Have 5 developers for support and just hired a 6th. Schools

Washington State University – Chris stated they would be a good reference for WWU. Georgia Southern University University of Calgary Wilfrid Laurier University

AssetWORKS’ BOSSCAR

https://www.bosssoftware.com/

Casey Hadlock, 877-489-7745 x243

Works only with higher education. About 100 loyal customers.

Has most capabilities of T2.

Don’t sell paystations - works with multiple PayStation vendors . Casey talked to T2 and said T2 is very open to having BOSSCARS integrate with T2 Digital.

Does Permiting, enuser permit requesting linked via Web4u, permit waitlisiting, Departmental permit requests for events, mobile enforcement, citation appeals, Pay-By-License, Pay-By-Cell,

http://aimsparking.com/

mailto:[email protected]

https://www.bosssoftware.com/

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cashiering w/ Banner, interfaces with Banner Student, Employee, pay deduct, Accounts Receivable. Works with Genetec LPR.

Student / Employee logs in via Web4u.

Mobile app only works with Apple and Zebra printer. However, said open to looking at O’Neil Apex 3i.

Said smaller and more personalized than T2.

TURBO DATA SYSTEMS

http://www.turbodata.com/DesktopDefault.aspx

Does not have permitting. Permitting is currently in beta testing. First launch in 3-6 months.

They do not have a real-time interface to Digital pay stations.

Does have Android App.

Does work with Genetec LPR.

They have a DOL for California and would do one for WA if we were interested.

PASSPORT

https://gopassport.com/

Portland State Univ. mentioned they looked at it.

Based upon Web site: Appears to only be a Pay-By-Cell vendor.

Does not seem to have extensive Permit management.

Appears used mostly by Cities and Parks, very few Universities sited. North Carolina State is one.

TicketManager (mentioned by Pat Seward, UofVic)

Cannot find on the Web.

CITEWRITE, Originally Cambio Labs.

Rick (801-830-3231) or David (661-524-1810)

http://www.cambiocitewrite.com/

Not at IPI.

Web site has very little information. Site contains no information on assets, cashiering, or appeals. They do not have user conferences. BYU says they do have Events and Pay-By-License is built-in – do not have to buy another module. Has full mobile enforcement app. On-line training is provided whenever customer wants it.

They do not have Permit Waitlisting.

Do have Android App for enforcement. Said should work with the APEX 3i printer.

Their handhelds to not interface immediately with the Digital pay boxes.

They have no cash registers.

No departmental events requesting system similar to T2.

No interface to Pay-By-Cell vendors but can use their web for payment on smartphone.

No DOL interface.

Schools:

Brigham Young University. Really likes it. Is very inexpensive compared to others.

Utah Valley

http://www.turbodata.com/DesktopDefault.aspx

https://gopassport.com/

http://www.cambiocitewrite.com/

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NuPark, Cedar Park, Tx.

Seems to have most features we use.

Developed with Texas Tech. Only school referenced on their Web site. Web site unfinished – dropdowns for expanded information are blank.

GENETEC LPR Vendor

Not a parking system vendor. Provides LPR systems. T2, AssetWorks, AIMS, and Citewrite all work with Genetec AutoVu product. NuPark integrates directly with Genetec cameras.

Parkeon Paystations

Costs about $8,000 / station.

Backend costs $57 / month / paystation. $684 / yr / station. For 9 paystations = $6,156 / year.

OTHER UNIVERSITIES & COLLEGES’ PARKING SYSTEMS

Parking Manager is aware of the following schools with parking systems. I have talked to a few – see notes below. I have not looked for other references yet.

We need to contact several of these schools and see if they are satisfied, especially with mobile app, Pay By License, Pay By Cell, and Luke pay stations; or whether they have suggestions of specific features of T2 we should look at.

Western Parking Statistics

15,000 enrollment, 3600 parking spaces.

Local Schools and their Parking System

Eastern Washington University – Has T2 Flex. Not doing LPR.

Central Washington University – Has T2 Flex, reviewing EBusiness (FlexPort) at this time.

Displays permits. Not doing LPR.

University of Washington – Has their own system, currently reviewing T2 Flex as an option.

Display permits.

Washington State – Has EDC AIMS and had a designated computer tech to maintain parking systems as full time job.

Some parking zones do not require permits others do at all times.

City of Bellingham – Has Cardinal (WWU Parking Manager says this system is bad, we had it years ago), currently reviewing T2 Flex

Portland State U - T2 and Pay By License

Jeff Mora, IT Specialist in Parking Services

Ordered Mobile app to test Have Luke and Luke 2 pay stations

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“Moderately happy with T2. They offer a lot of ability to interface with other systems easily. We currently are interfaced with: Banner for student information and charges, Lenel for access control, Oregon DMV for registration information and Starez for housing information. Those interfaces were pretty easy to setup, where I have seen other systems that don't allow or charge a lot for these types of interfaces. I do feel that the T2 UI is a little dated at this point and they've made very little effort to improve or update their system to current standards. T2 support is not great.”

Only competitor he has looked at is Passport parking. Have great enforcement tracking and citation picture viewer is much better.

Canadian Institutions with T2

University of British Columbia – Has T2 Flex, T2 Digital with Solar, and LPR. Jose Jimenez, [email protected], 604-822-8207

Julia got from Jose:

The cameras are setup in an angle, in our case over the top of a Prius. The cameras will read the license plates at any angle, even vehicles in parallel. The scofflaw is done by default at all times. Our lots are mixed use with permits issue by T2 and transient payments by Digital Luke meters or PayByPhone. The plugins for T2, Digital and PayByPhone are setup in the AutoVU server. When the driver arrives to a lot and selects the lot to enforce, all the valid permits from all 3 servers are downloaded to the laptop in the car. If a vehicle shows up in the screen as in violation the driver has a chance to correct a misread and the system does a second chance check of the license plate against the servers.

Conversation with Bob S:

Enrollment: 50,000; Spaces: 8,000-9,000.

Luke II. To get to LPR he said we should first implement Luke IIs with printing permits as we do now. Then when we have LPR and pay by license fully configured and tested, switch Luke and Flex to Pay-by-License, and start using LPR.

Have 3 mobile LPRs on Priuses. Had on Ranger pickups before and it worked fine. Knows another site that used them on Smartcar, so pretty flexible.

Still print tickets.

Have 6 fixed LPRs on garages.

Check for warrants and Amber Alert – Said can do with Genetec – configure it to interface to Police. But they are not doing. Haven’t had the desire so far.

Solar - Few battery changes in Summer. In winter, change a few batteries every day. Have a 100 solar Luke IIs.

Accept only coins (Canada has 1 & 2 dollar coins), but do not accept bills.

They no longer print any permits.

Handhelds – they do use them. For garages they use LPR vehicles. For some smaller lots (50-100 stalls) and loading docks they use the handhelds. Standard handheld mobile app downloads and provides list sorted by license plate (checks T2 (contains pay-by-cell) and paystations – Genetec does same). Officer looks for each license in the alpha list for the lot by scrolling through list. [If list is relatively short for the smaller lots this should not be an issue – think 8G, 10G, etc.]


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Genetec: failure rate - 3 vehicles , run at least 7 days a week. 1 or 2 vehicles operated 7 days a week, two shifts per day. Most problems are with connectivity. Suspect sometimes might be T2 Flex. Get no warning. Digital IRIS server fails more than would like.

Genetec Maintenance – Can buy 1-5 yrs licensing on cameras and software. And maintenance on server. Maintenance with local installer. Response sometimes is couple minutes or sometimes a couple days. Laptop took 2 weeks. Jose bought own on internet (eBay) used for $900 and paid them to install software as a backup. Panasonic Toughbook is about $5,000 from Panasonic. Get Mark 5 or 6. Google CF-19 MK5. [I just checked and found a Mk5 for less than $600 and said could get 2 year warrantee for $120. We could buy 3 times as many as we need and save a lot. Also, we probably do not need a Toughbook – could use a regular laptop.]

Cellular – slows down at the peak of the term when a lot of students on phones (about 2 weeks). Affects handsets, paystations, and LPR connectivity. Some lots have poor service. [I assume this is a problem with their particular cellular service. WWU has successful high speed 4G data connection in all lots.]

Municipality of Whistler – Has T2 Flex

Simon Fraser – Had T2 Power Park (not sure if they have Flex yet, Power Park no longer supported)

University of Victoria –

Pat Seward [email protected] (250) 721-6685, 6/3/15.

19,000 enrollment, 4500 staff, 4500 parking spaces, 17 lots.

Use T2 Flex and its predecessor, PowerPark. Using T2 systems for over 10 years.

Very happy with T2. Seen AIMS and TicketManager. Does not think any of the other systems are as well integrated.

Plan to do Pay-By-Cell (Passport) and LPR by Fall.

Invited us to visit any time.

Luke II Pay Stations. Replacing old ones. Already have and happy with. Placing an order for 23 more. They have a lot of part-time students that use temporary permits.

He knows that the Luke IIs are using in a lot of other places locally so customers are familiar with them. He feels the interface is very user friendly. He’s checked other schools and they are happy with them. He has seen many pay boxes over the years and these are better than all of them.

They do collect cash. The split is about 60/40.

T2 is working on the IRIS / Flex integration. First phase coming with the next upgrade.

LPR. He likes the Genetec unit he has seen in town. They will only get 1. Can get replacements quickly. He is more worried about the car quitting than the Genetec so he is going to make sure the Genetec is mobile so they can move the unit to another vehicle.

Posting to Banner. They used to do and will do again. This second time they will post to Banner but keep the charge on T2 and then load Banner payments back to T2.

Invited us to visit anytime.

City of White Rock, Ralph Volkens, 604-541-2284.

Have 30 Luke IIs, 15 completely solar.


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Installed in Nov., 2014. They have not had to change our or charge a single battery.

With IRIS can check the battery charge on-line.

During the winter they have to go out and clean the solar panel.

They previously had Luke I’s and they were constantly having battery problems.

Other schools outside the northwest running T2 Schools with T2 & LPR Clemson University Dan Hofmann, CAPP Director Parking and Transportation Services

(O) 864-656-4132

Display permits.

University of San Diego Marty – 858-534-1973

They wanted these to work for both their cops and for their parking enforcement. They did say it was an IT nightmare separating the two but they now have it so cops will be notified should they get a stolen car “hit”, etc.

Display permits.

Texas A & M, Lange, Peter W. [email protected] (Tech) Display permits.

Other Schools Duke Georgia Tech Arizona State SVSU Michigan University of Texas at El Paso, Garcia Orona, Javier [email protected] (Tech) (915) 747-8364

From Javier, 5/21/15: T2 General

Been using Flex for 8 years. Very happy with them. Previous companies product was not very good. Flex is a little expensive.

Permits Currently issuing paper permits.

Handhelds They use Motorola handhelds and they have been doing good. However, he downloaded and looked at Mobile App and it has all the same functionality, easier to configure, and a lot less expensive.

Pay Stations Use Digital Lukes and really happy with them. Almost no maintenance. They use Pay-By-Space.

Lot Occupancy Officer enters space availability in T2 Flex 3-4 times a day so they know how many guest spots available. Do not have a customer app for visibility. One officer dedicated to this function. There are only 2 visitor lots.

LPR They had Genetec’s AutoVu and it worked very good. They purchased through T2.



Page 30 of 37

It broke and the parts are very expensive. Instead of fixing it they decided better to buy a new model. They had to wait for the funding. About to re-implement. Warrantee with T2 very expensive so did not do.

Pay-By-Cell Looking at implementing in October.

U. of Wisconsin – La Crosse, Victor Hill, 608-785-8056, [email protected]

11,000 students

T2 Hosted

Use Cale for Paystations. Not fully integrated with T2. Like Cale.

Said that T2 said they do have integration with Cale.

Chose Cale because they would work with their credit card processor – T2 wouldn’t.

Said, get power to the paystations, even if from lighting and get power only in the evenings. Save a lot on battery changes.

He said he’s looked at AIMS and its good, said it probably comes down to personal preference.

They use Pay-By_Phone and Pay-By-License and use printed permits. Only have 5-6 without printed permit at any one time.

Only complaint about T2 is that their interface is dated.

Want to go to Genetec LPR & fully with Pay-By-License, but first need to clean up data base or could have 40% error rate.

Armstrong State University, Becky Rhinehart [email protected], 912-344-3205.

7000 students. Reports to Police Chief. Uses T2 and mobile app. Very happy with it. Sees no reason to look at changing from T2.

University at Buffalo, The State University of New York, Christopher Austin [email protected]

Display permits.

Other schools Using Systems other than T2

Florida International University (NuPark), Tom Hartley, Dir. Parking, 305-348-1655, [email protected]

Had T2 , also Lisa – Director of Operations. Lisa has 20 years’ experience with T2.

Spaces - 16,000, 600 are visitor only and have paystations.

Implementation:

He started at FIU about a year and half ago. About year ago started transition – felt T2 was too cumbersome. It was difficult to see data.

Last year saw Texas Tech’s system at IPI and decided to go to it.

Started implementation in Nov. and in Jan went to partial production. Not all in production yet, pay-by-license..

Fall will be full implementation.





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Why change from T2? Very disappointed in T2. 3 days to get a call back. No dashboards, reports difficult. T2’s interface was too slow for enforcement

System Does appeals and dept events.

Has nice dashboard.

Happy with NuPark? Its right for us, right now. Happier than with T2. Nothing as attractive.

NuPark has a consolidated program that will pull all NuPark & Paystation together. But he uses Parkeon’s interface to look at paystation info. NuPark has reporting dashboards.

Enforcement officers think night and day between T2 and NuPark.

Managerment’s happier.

No features missing. Faster and quicker response. NuPark makes changes quickly.

Super easy, super manageable.

Its not turnkey, but with their team with 20 years of T2 experience it went very well.

Paystations:

Replaced Shelbys with Parkeons, paystations linked to NuPark. Pay-by-cell also linked to NuPark. Parkeons with solar cost about $5800 per unit.

Very happy with Parkeons.

Accept coins and CC, not bills.

3 LPR – 16,000 spaces, just driving, not putting tickets on windows.

LPR can read license on parallel park vehicles..

Can do Warrant lookup but have not done.

Citations

Email or snailmail citations.

System has citation appeals.

Do not use handheld since NuPark & LPR.

Pay-by-cell is pretty popular. Most popular payment method, more than paystations.

Has a Peoplesoft real-time interface.

It is hosted (SAAS)

Costs relative to T2 - Saved money. Got more bells and whistles and it was cheaper.

NO upfront costs - spread over 3 years and saved money.

Baylor University (NuPark), Dir of Parking, 254-710-7645, [email protected]

Spaces ? 11,000 No gates, 5 garages.

Parking staff – 7, includes enforcement officers and staff. Not auxiliary.

Faculty and staff park free. Visitors free. Students pay.

In their town of Waco, Waco has no paid parking.

Paystations - Do not use.

LPR: Have 2 installed, running tests and think the 2 will handle campus.

Think will cover campus 10-12 times a day.

Gave up 1 FTE to get LPR but probably shouldn’t. Had to show a trade of expenses.

Will not print tickets, will email.

For visitors will follow the Texas Tech model – unknown car shows up 3 times they will give them notice that they need to contact office; office gets email address, when get email address they will void the 3 tickets, after 6 tickets tow.


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Pay-by-cell? Do not use.

Why change from T2? T2 was good to certain degree. He’s been there 5 years.

Couldn’t go any further with T2. His impression was T2 was not listening. Physical stickers. Probably don’t cover campus in a day. Will go to LPR in the fall. In his opinion the complex zoning and set of permits could not be done with T2. T2 could not show a site using LPR for ticketing, only Scofflaw. Thinks they don’t have any. [However I have talked to UBC and they do it.]

Happy with NuPark? Purchase in Dec, Not fully operational. The one complaint. Their close.

They are attentative. Product was not fully prepared when deliver. He thinks Baylor is first to go fully with NuPark. But did not see a future with T2. Much more with NuPark. There have been some serious implementation discussions.

Wish had waited another year.

By spring WWU should be able to take the system and go. They have been very responsive.

Costs relative to T2?

Did not save money, pretty much an even trade.

Maintenance about the same as with T2.

Been told all the other modules are there but haven’t had time to work on them.

NuPark LPR is supposed to be able to do lot occupancy, but have concentrated on getting basic system working.

NuPark is SAAS.

Texas Tech is not fair to compare to a new implementation. Product was developed and customized for them.

Texas Tech, Eric Crouch, (NuPark), Parking Director, 806-742-7275, [email protected]

Brigham Young University has CiteWrite with Genetec AutoVu LPR

Steve Goodman, BYU Parking system administrator, 801-422-2505.

Enrollment 32,000, 60 parking lots {we have about 36], 17,000 parking spaces.

They do not charge for any parking but this coming year they will experiment with charging.

System integrates very well with their PeopleSoft central system. Because of this they have NO pay boxes.

CiteWrite.

Very happy with it. Lot less expensive than other vendors. Is a Costa Rica company however sales and support are in USA. He really likes the company. They are very responsive. They do not do DOL interface or Waitlisting. Said it does handle Events where a dept requests x number of permits for y parking lot.

They also use O’Neil portable printers for ticket writing.

Genetec LPR.

They have 2 Genetec AutoVu LPRs. Started with one and then when it went out they realized they need two. Very happy with them. They installed the Genetec devices on the vehicles themselves because they had trouble getting local maintenance to do it. Says it should not be an issue now.

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Said customers like it. They like being able to register multiple vehicles and be able to make quick changes. They use students as parking enforcement offices driving the vehicles. During slower periods they use only one vehicle / AutoVu. They do 97% of their enforcement with AutoVu.

They are still using their units after 6 years. Still work fine and are fully supported.

Said cameras are about $6500 on GSA. Typically put 4 on a vehicle. 2 pointing out each side. So $40,000 for full install with integration is about right.

Sargent Matt Andress, at Brigham Young University, 801-422-7335

They are organized like us – parking reports to the Chief of Police.

They use T2, Genetec LPR, and T2’s Mobile App on Smartphones.

Matt said they have 2 LPRs and they work very well. Will scan at up to 20 mph.

He said the LPRs are used by the student traffic officers. If they get a hit on a stolen car they don’t do anything but call dispatch and dispatch gets a police officer out there. He said they’ve been operating this way for a while and there has not been any problems.

Chief of Police’s Admin Assistant, Sue Gunnell, 801-422-2383.

Utah Valley Universtiy has CiteWrite and Banner.

Monroe Community College uses Genetec AutoVu

Page 34 of 37

APPENDICES

Appendix A - Parking System Interrelationships

T2 Flex

SAAS Application

T2 FlexPort

SAAS Application

Customer Browser

T2 EMS (IRIS)

SAAS Application

T2 BOSS

Application & Server

Flex & FlexPort database

Pay station config & transactions

Parking Staff PC Browser

/ Cash register

PKO handhelds

Digital

Pay Stations BOSS Receives pay station transactions from EMS.

Stations send pay station transactions to EMS.

Stations send Alerts when device problems

Handhelds issue tickets and lookup permit / license info

Customer orders & pays for permit, and pays for tickets

Flip phone

Pay station Customers call

Cash drawer

BOSS Rates and configs downloaded to memory sticks and loaded into Pay Stations.

USB

Reports

Config

Page 35 of 37

Appendix B - T2 Major Functions WWU Has Not Licensed

T2 Modules WWU is not using and currently does not have license to use. This report has individual sections providing more information for the citation writer and LPR. I have not yet researched most of the rest of these as to their potential benefit to WWU.

- Citation writer mobile app. - See specific section above.

- FlexPort Citation Appeals for customers. User enters Appeal and can attach documents. Cost

One-time: $7,500 implementation and training On-going: $750 / year

- FlexPort Departmental Event Request.

Department can request x number of permits for y-z lots for specific days.

If Parking approves, URL is sent to dept.

Dept. sends to customer and customer prints their permit.

Cost One-time: $3,000 implementation and training On-going: $4,500 / year

- RoVR lookup of registered vehicle. This could replace our current non-supported interface WA DOL.

Cost:

One-time: $1,500 implementation On-going: $95/ mo. for 50 owner hits + $1.95 / hit above 50.

We do 450-500 a month so this would cost about $12,000 / year. Only charged for hits. Flex allows us to select who to lookup hits on such as:

only those with outstanding citations or those that don’t have a registration, or having a minimum balance due, etc.

Per T2 salesperson this has no impact on the LPR or Pay-by-license implementation. Our current DOL interface retrieves mailing address from DOL and loads into T2.

This can be used to mail parking citations. - Pay By License

Need Digital’s IRIS Flex Integration API ($5 / Mo / pay station = $660 / yr)

Swap Campus Card API we own for the Pay By License API, so $0 cost.

Flex charge of $300 / yr / handheld = $1,800 / yr One-time implementation: $1,000. Need to implement before LPR can be implemented.

- LPR - See section in this report.

- Pay-By-Cell T2 works with 5 vendors products (ParkMobile, PayByPhone, others). WWU contract

with one of them. However, T2 Digital is working on their own Pay-by-cell product.

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Customer sets up an account with WWU pay-by-cell vendor and then customer pays for a permit via a mobile app for their license. They do not need a credit card with them.

Would need to implement permit by license or use only in select lots that would not have paper permits.

Will probably want to provide before LPR. May want to implement for select lots to allow us to remove Paystations (32G). T2 Cost: $300 / Enforcement mobile app / yr = $1,800 / yr. Pay-By-Cell vendor cost – WWU has T2 Pay-By-Cell API license already. Pay By Cell

vendors do not charge WWU – they add a service charge to customer. Pay-By-Cell T2 API one-time implementation fee: $1,000.

Reference: Univ. of Nebraska – Lincoln’s Pay By Cell web page: http://parking.unl.edu/pay-by-cell

- Extended_By_Phone – allows customer to get notices when permit will expire and to extend permit. Requires Pay By License to be implemented. $660 / yr. ($5 / mo. / pay station)

- CASE Counts in the Cloud provides real-time lot occupancy via sensors. Work for open lots also.

Claims 99% accuracy. T2 purchased this company 11/2014. Loops are placed in the ground at entrance to lot. Power must also be run to it.

Texas A&M, Univ. of Hawaii Not interested in because it’s cost prohibitive.

- Allotments -Allows departments to self-manage permits

Departments can actually issue permanent permits to individuals. We are probably not interested.

- Collections Service

- “Permit Now” – Designed for large events. Information about event is sent to handhelds. Handhelds can issue permits in lots. One-time: $12,000 On-going: ?

- PARCs – for management of gated garages.

- Online Validations (Allows a third party to validate parking.)

- Online Facility Reservation (Allows for a parker to reserve a parking space in a gated facility)

- Loyalty Program (Allows for a parker to review their loyalty program)

There are probably other T2 modules not listed above.

http://parking.unl.edu/pay-by-cell

Page 37 of 37

Appendix C - Shelby Pay Station Revenue by Unit for 2014-2015

Lot.BOX Credit Cd CASH % Cash Total

6.1 114,115.90 16,372.05 0.13 130,487.95

7.1 11,203.00 3,295.00 0.23 14,498.00

11.1 8,324.60 2,852.50 0.26 11,177.10

12.1 37,639.35 4,681.85 0.11 42,321.20

14.1 5,661.00 843.95 0.13 6,504.95

14.2 2,576.00 382.00 0.13 2,958.00

17.1 2,186.40 637.30 0.23 2,823.70

17.2 3,099.15 834.40 0.21 3,933.55

19.1 1,530.50 729.25 0.32 2,259.75

32.1 4,998.30 908.40 0.15 5,906.70

C 28,757.15 3,827.00 0.12 32,584.15

TOTALS 220,091.35 35,363.70 0.14 255,455.05

Coin Meter revenue for year = $26,280

Total Cash revenue per year from both pay stations and coin meters = $61,643.70

The following is the personnel costs for collecting the cash at both the Shelby Pay Stations and the Coin Meters.

Paybox Money Task Time Pay Rate Total Cost

Parking Officer Collect Money 1.5 18.47 $ 27.71

Cashier Coordinate/Prepare Deposit 0.5 18.47 $ 9.24

Cashier Count Money 0.5 18.47 $ 9.24

Student Count Money 0.5 9.32 $ 4.66

Parking Officer Run Deposit 0.25 18.47 $ 4.62

Cashier Update Records 0.5 18.47 $ 9.24

$ 64.69

Adding benefits @ 30% = $84.10

The cash is collected once per week.

Indirect Costs in Parking to collect cash for a year = $84.10 * 52 weeks = $4,373.04

Costs for SBO to process deposit = 1 hr * $19.04 (hrly rate + ben) * 52 weeks = $ 990.08

Total Costs per year of processing Cash from Pay station and Coin Meters = $5,333.12


Appendix C-1

Appendix C

T2 Phase III Parking System Consulting Results

Western Washington University

Phase III - Parking System Consulting Results Lynn Braddock

November 2, 2015

Copyright © 2015 T2 Systems, Inc.

Western Washington University Parking System Consulting Results

Page 2 of 39 T2 Systems, Inc. Last Modified: 11/02/15 lbb

TABLE OF CONTENTS

Executive Summary ............................................................................................................................4

Introduction ...............................................................................................................................6

Program Objectives ....................................................................................................................6

Research Methods .............................................................................................................................7

Agenda .......................................................................................................................................7

Results ...............................................................................................................................................9

Introduction ...............................................................................................................................9

Current Processes ..................................................................................................................... 10

General ........................................................................................................................................ 10

EBusiness ..................................................................................................................................... 10

Office/Visitor Center ................................................................................................................... 11

Events .......................................................................................................................................... 11

Hourly Permits ............................................................................................................................. 13

Pay Station ................................................................................................................................... 13

Enforcement ................................................................................................................................ 14

Flex Permits ................................................................................................................................. 14

Citation Collection ....................................................................................................................... 15

Cashiering .................................................................................................................................... 17

Reporting ..................................................................................................................................... 18

Quick Wins: .............................................................................................................................. 20

General ........................................................................................................................................ 20

EBusiness ..................................................................................................................................... 22

Office/Visitor Center ................................................................................................................... 22

Events .......................................................................................................................................... 22

Hourly Permits ............................................................................................................................. 23

Pay Station ................................................................................................................................... 23

Enforcement ................................................................................................................................ 24

Citation Collection ....................................................................................................................... 26

Cashiering .................................................................................................................................... 27

Reporting ..................................................................................................................................... 28

Training ........................................................................................................................................ 29



Long Term Plan ................................................................................................................................ 30

License Enabled Parking (LEP) ................................................................................................... 30

Flex Permits ................................................................................................................................. 30

LEP – Luke II Pay Stations ............................................................................................................ 32

LEP - Pay-by-Cell .......................................................................................................................... 34

LEP - LPR ...................................................................................................................................... 35

LPR / PBL/PBC Integration ........................................................................................................... 35

Flex .......................................................................................................................................... 35

AutoCount ................................................................................................................................... 35

Cashiering .................................................................................................................................... 36

Collections ................................................................................................................................... 36

Reporting ..................................................................................................................................... 37

Timeline ................................................................................................................................... 38

Conclusion ................................................................................................................................ 39



EXECUTIVE SUMMARY The over-arching understanding is that the Western parking operation is changing and that management expects the results to be a State-of-the-Art parking operation using the latest technology. Putting in place policies, procedures, and processes to move the parking program forward rapidly to better serve the University clientele.

T2 Systems’ approach to performing a Parking Operations Review encompasses the best practices learned from working with best in class parking operations. The purpose of performing this Review is to maximize efficiencies, raise customer satisfaction, and increase revenues by fully utilizing T2 Flex, FlexPort (eBusiness), and Digital Pay Stations.

Many areas of the operation were investigated and discussed during the call with Management and the 3 day on-site visit. It is likely that details of many other areas were missed.

A general overall assessment is that Western can take advantage of many additional functionalities within Flex and make greater use of Flex for little or no cost and within a reasonable timeframe.

Enhance the Customer experience:

Improve online presence with changes to your current online solutions and invest in additional eBusiness solutions

Take advantage of the Visitor Center drive up

Update technology:

Move from the current handheld devices to the Enforcement App

Move from Shelby Pay Stations running on EMS; to running in the new Iris environment; to new Luke II Pay Stations with pay-by-license capabilities

Enhance efficiency of Office Operations:

Review and update the Customer and Permit configuration

Update and improve the Citation Collection process

Update the Event process and print event permits

With planning, Western can move to utilize the latest technologies to automate the system in a way that is convenient and helpful to customers and staff.

Structure the Parking Operation to be License Enabled Parking (LEP) for both annual permit holders and short-term parkers.

Luke II Pay Stations using Pay-by-License Plate & Extend-by-Phone

Pay-by-cell using Pay-by-License Plate

Add License Plate Recognition (LPR) enforcement technology by incorporating Genetec AutoVu LPR system with the T2 eTicketbook laptop enforcement application.

Add automatic occupancy calculations by incorporating T2 AutoCount Solution.

Sometimes the day-to-day sheer volume of parking related activities get any organization caught up in ‘doing’ rather than planning and executing. We now have a plan to allow T2 to assist you in becoming a state-of-the-art parking operation. The details are listed below and the full timeline is listed at the end of this document. But first…



What is LEP?

The next generation of parking technology achieves a focus on the vehicle as its core element. License Plate-Enabled Parking (LEP) employs license plate numbers as unique vehicle identifiers, placing them at the heart of a smoothly integrated parking ecosystem. Enhancing the overall experience for consumers and organizations alike, LEP marks the next phase in the evolution of parking operations. LEP is arguably the single largest productivity enhancement for parking operators in the last 20 years.

LEP Benefits Customers:

Incredibly convenient, simply use their license plate number when paying for parking.

Pay for parking or add time at any pay station, or using your mobile phone.

Receive parking expiration reminders on their mobile phone.

Get directions to the nearest available parking space.

LEP Benefits Operations:

Increased operational efficiency: the use of license plates as the key identifier enables LEP to automate many tasks that were traditionally done manually

Increased potential revenue: LEP makes it more convenient for consumers to pay for parking and pay their citations.

Reduced operational costs: the use of license plates as the key identifier enables LEP to replace legacy systems with more cost-effective solutions.

Higher consumer satisfaction: LEP takes the hassle out of -finding and paying for parking.

Components of an LEP system include:

T2 Flex Parking Management system

Allows customers to buy ‘permission’ to park in a lot based on longer-term parking such as by semester or annual.

Pay- Station using Pay-by-License (PBL)

Allows customers to buy ‘permission” to park in a lot for short periods of time using a centrally located Pay-Station. May also allow customers to Extend-by-Phone if needed.

Pay-by-Cell using Pay-by-License

Allows customers to buy ‘permission” to park in a lot for short periods of time using an Application (App) from their mobile device.

As part of LEP, for enforcement, we use License Plate Recognition (LPR)

LPR systems use vehicle-mounted cameras to scan license plates, which are then used to confirm parking payment and/or issue citations.

Scanned plate numbers are compared to a list of plates for which a valid parking session exists, updated by PBL pay stations and Pay-by-Phone systems

Immediately identifies unpaid vehicles.

Scofflaws and stolen vehicles can also be identified.

You can expect a significant increase in enforcement productivity.



INTRODUCTION

T2 Systems’ approach to performing a Parking Operations Review encompasses the best practices learned from working with best in class parking operations. The purpose of performing this Review is to maximize efficiencies, raise customer satisfaction, and increase revenues by fully utilizing T2 Flex, FlexPort (eBusiness), and Digital Pay Stations.

PROGRAM OBJECTIVES

T2 proposes the Parking Operations Review as an appropriate vehicle to assist with establishing the vision for the future for the parking operation. The program objectives were agreed upon with the Customer prior to engagement. Objectives included:

Collect any written procedures and input from all levels of staff using T2 Flex and FlexPort (eBusiness) for operations and reporting

Review FlexPort (eBusiness) and T2 Flex to maximize efficiencies, to ensure full utilization and automate manual processes

Evaluate the reports that are being used to obtain information from T2 Flex to meet business needs.

Identify strengths and weaknesses

Identify specific improvement strategies that will increase efficiencies

Establish recommendations for future enhancements

Provide an implementation strategy



RESEARCH METHODS First, Western Management and I had a telephone conference call to review the long-range plan and expectations for the program moving forward.

Secondly, I met with the team from Western for three days’ worth of discussion and information gathering and training. Andrew joined us on Friday to present an overview of Iris and discuss the benefits of moving to the Iris platform for Pay Station reports

The agenda was as follows:

AGENDA

WEDNESDAY, 9/9

9am – 11:30 Lynn to meet with Administration to review agenda & discuss current

challenges. [Julia, Leslie, Wanna, Bob]

12:30 – 2:30 Lynn to Observe staff performing day-to-day functions.

12:30 – 1:30 Citation processing (including appeals)

[Alan (Ticket writer), Stephanie (appeals), Wendy/Linda (payments)]

1:30 – 2:30 Permit processing

[Julia, Ronni, Wendy (waitlist awarding)/Linda (sales), Leslie (award letters)]

2:30 – 3:30 Lynn to meet with Campus Business Cashiering Office

[Bob Putich (Mgr Student Business Office), Becky Kellow (Cashier manager),

Bob, Wanna]

3:30 – 4:30 Lynn to Observe staff performing day-to-day functions.

2:30 – 3:30 Event processing [Ronnie (processor), Julia, Bob]

3:30 – 4:30pm Lynn to meet with Administration to review current challenges - continued.

Confirm plans for Thursday. [Julia, Ronnie, Leslie, Bob]

THURSDAY, 9/10

7:15am – 8:30 Lynn to observe staff with start of day/opening processes. [Linda (processor),

Julia/Ronni]

8:30 – 11:30 Lynn to meet with Administration & staff to review Flex / FlexPort current

configuration including discussion of specific challenges.

8:30 – 9:00 Review User Management, financial & general user configuration

[Julia, Leslie, Bob]

9:00 - 10:00 Review Citation configuration (including appeals) [Julia, Stephanie,

Leslie, Bob]

10:00 – 11:30 Review Permit configuration - [Julia, Stephanie, Leslie, Bob]

11:30 – 12:00 Lynn to meet with Enforcement Officers



1:00 – 4:00 Lynn to meet with Administration & staff to review Flex / FlexPort including

discussion of functionality you are not currently using or underutilizing.

1:00 – 1:30 General discussion [Julia, Ronnie, Leslie, Bob, Donnell]

1:30 – 2:00 Citations/Enforcement (including appeals) –

[Julia, Ronnie, Leslie, Bob]

2:00 – 3:00 Permits - [Julia, Ronnie, Leslie, Bob]

3:00 – 4:00 Events - [Julia, Ronnie, Leslie, Bob]

4:15 – Finish Lynn to observe staff with end of day/close out processes. –

[Wendy, Julia or Ronni]

FRIDAY, 9/11

8:30am – 9:30 Andrew & Lynn to meet with Administration & staff to determine

challenges using T2 Digital Pay Stations. - [Julia, Leslie, Bob, Donnell, Alan]

9:30 – 12:00 Report training for T2 Digital Pay Stations - [Julia, Wanna’s team, Bob]

1:00 - 4:00pm Report training for T2 Flex. - [Julia, Wanna’s team, Bob]

4:00 – 4:30 Review of next steps. - [Bob, Wanna, Darin, Donnell, Brian]

Adjourn

In addition, I reviewed the Western Parking website for information communicated to customers and online processes and reviewed the current configuration of the Flex database for questions or process changes.

Finally, I conferred with T2 colleagues on current communications, expectations, and Flex functionality.



RESULTS

INTRODUCTION

The over-arching understanding is that the Western parking operation is changing and that management expects the results to be a State-of-the-Art operation using the latest technology. Putting in place policies, procedures, and processes to move the parking program forward rapidly to better serve the University clientele.

The significant recommendation is to agree with the direction Parking Management stated they expected to take regarding the Parking operation on campus and that is License Enabled Parking (LEP).

In this results section, I will list each area I reviewed giving the current state of the topic and recommendations. The current findings are listed in the first section called “Current Processes”. Some recommendations are within current offerings or are T2 offerings that can be implemented with minimal delay. These are found in a section called “Quick Wins”. Other recommendations require an implementation plan. These are found under “Long Term Plan”.



CURRENT PROCESSES

General

Currently running 7.7 Flex and eBusiness – T2 is now beginning the upgrade process for customers to move to more recent version (15.2) and FlexPort. T2 requests Western explore the review sites (Flex and FlexPort) and test transactions and review new functionality available in the new version prior to the upgrade. The upgrade will be scheduled within the next 30-60 days unless postponed by Western.

In general; staff think Flex in the office runs slow.

eBusiness is slow as well; especially the time it takes to display the list of permits for which a customer is eligible.

It appears the ‘Mark Historical’ process was performed for Citations in 2013, for Daily permits in 2009, and for other permits in 12/2013 & 11/2014. No comprehensive historical plan is in place.

EBusiness

Citation Payments

The T2 Citation payment solution is working well. A QR code is available on the citation to allow the customer to pay using the QR code to move directly to the citation payment online option. Adoption of the online payment solution is slow but the number of online payments is increasing.

Permits

Currently Western is using a T2 solution to sell permits online. Western is running a prior version of eBusiness. In addition, Western has a single Permit Number Range (PNR) with >100 Permit Control Groups (PCG) which makes the online services very slow.

The following customizations are currently in place in the eBusiness online permit solution:

Customization: WWU1334

CashNet – We send the user’s last name to CashNet. This is a customization for your specific Internet Payment Gateway (IPG) application.

Transfer Agency Filtering – The online solution screens the list of agencies based on the values found in a custom field on the PCG (RESTRICT_TRANSFER_AGENCY). This is a customization to accommodate your business practices.

Payment Method Filter – We filter the list of available payment methods for permits considered daily permits (configurable based on the permit class). This is a customization to accommodate your business practices.

Appeals

Currently Western does not use a T2 solution for online appeals. The customer uses a form online to submit an appeal. This allows the customer to input all necessary information.

These customer created forms are then printed.

A staff member or student then needs to input the same information into Flex.



The printed form, however, is still used for notes. I believe this is a preference for staff.

After an in-house appeal decision is made, the results are entered into Flex.

A Results letter (or email) is then sent from Flex to the customer.

If the customer is dissatisfied, they can request to have the appeal reviewed by the Appeal Board.

Event Requests

Currently Western does not use a T2 solution for Event Requests. The requesting organization uses a form online to submit an event request. This allows the customer to input all necessary information.

These customer created forms are then printed

A staff member or student then needs to input the same information into Flex

The printed form, however, is still used for notes. I believe this is a preference for staff

A Customer Quote is generated from Flex

After the event, the Event is finalize in Flex

A final billing is then sent from Flex to the customer.

Manual steps in this phase include adjusting the quote, bill event, run report, and send Event breakdown to AR via a JV

Upon receiving the confirmation that our upload to AR is accepted, then we pay off all of the events. This process is done manually with 15-20 events per JV

Office/Visitor Center

Parking is located in a building with other Police functions. The location of the facility is ideal for access by visitors. The parking lot has a few spaces AND 2 drive thru stations (with bank type ‘shoots’) already exist and are typically not staffed.

Events

A current overview of the Events Process appears to be as expected until reviewing the details of the “Process Event Request” step.

The details of the Process Event Request step is as follows:



Several manual steps are included here; i.e. printing a form, consulting with the customer, entering the information into Flex, and others.

A significant amount of time is spent manually generating the temporary permits:

After the event occurs; the following steps, in addition to the customer paying for the event, take place:



Hourly Permits

The current process of issuing short term permits is extensive and has many manual steps.

Officer patrols each lot and takes a count of open spaces

Officer calls in the results (current handheld is very slow in real-time mode)

Office staff receives the available space information

Office staff determine if permits can be issued in each lot and how many

This information is written on a whiteboard

Counter staff use this information to know which lots have space for short-term permits.

Counter staff issue these 1, 2, 3, or 4 hour permits, as well as, full daily permits by:

‘Selling’ the permit to a fictitious generic customer in Flex.

No actual customer or license plate information is recorded.

Payment is taken to allow financial balancing.

Counter staff hand-write the permit and give it to the customer.

Pay-stations in these lots are ‘turned off’ during the day and typically available after hours only.

Western Request:

Western requested a way in Flex to allow a cashier to sell a short term permit for a date and enter in a timeframe (i.e. 9:30 – 11:30 AM). Staff requested these permits also be available for sale online with the customer printing the permit to display on their dashboard.

Flex issues permits based on a date or fixed period of time (if part of a day; i.e. AM or PM, or 1 Day, etc.) Flex permits are typically used for longer term parking and not for very short term (hour(s)).

In the office a custom field could be used to designate the hours of the temporary permit.

The custom field is one that is not available online for the customer to select its value online to display on the permit record.

Pay Station

Western currently have Shelby Pay-Stations in Pay-and-Display mode. These Pay Stations are turned off (non-functional) during the permit required time of day and used primarily for after hours.

The current Pay Stations take cash. This results in Enforcement folks needing about 2 hours per week to make Pay-Stations and meter collections.

Currently Western does not store spare parts. The officers report the current units do not function properly as the units do not have heaters and there are many paper jams. It was mentioned they do not have heaters now because units run on battery and a heater depletes the battery too quickly. Western bought special paper (expensive) and # of paper jams is improved.

The following alerts are sent to Officers phones when processed:

Paper Low



Bill Jam

Coin Jam

NEED an alert for Printer Jams

Western understands these Pay Stations are near end of life/support. Important upcoming dates are as follows:

End of Warranty Renewal Date

The last date to extend or renew warranty for the SHELBY pay station.

Dec 31, 2015

Last Date of Hardware Support

The last date to receive service and support for the SHELBY pay station. After this date, all software and hardware support services are provided on a best efforts basis and the product becomes obsolete.

Dec 31, 2016

Enforcement

Officers are currently using ruggedized Casio 3100 handhelds with cell cards. Currently using Verizon cellular service. Western may be considering moving to T-Mobile. Officers issue 10,000 – 13,000 citations per year.

Boot List

Officers receive a ‘Boot’ notice from Flex for 3 unpaid citations totaling over $100. This is the minimum requirement for booting. However, the officers are instructed not to boot a vehicle if citations are on appeal. Therefore, the Flex handheld notification is not identified as a ‘real’ legitimate boot notification but serves as a trigger to have the officer call in to find out the amount due and if any citations are on appeal.

Stall Counts

With the current handheld cell service the handheld is less efficient and is delayed in returning information. The issues are so severe that the officers now perform manual lot stall counts, record the information on a form and call in the numbers multiple times per day. The paper lists are also turned in each day. It was unclear what the paper forms were used for or if they are discarded or retained.

Flex Permits

Permit Number Range (PNR) and Permit Control Group (PCG)

It is my expectation that, in an effort to hold down costs of permit printing and to ‘simplify’ the permit process, Western moved to one permit number range of pre-printed permits.

To this numbered hangtag, the office staff manually adds decals (labels) designating the parking facility and punches out the dates (term) for the duration of the permit permission.

Several other options; i.e. All Lots, are also added.

Western also offers Business permits (2 hour or 20 minutes) and scratch off permits which allow customers to purchase in advance and use when needed.



Proration

Western currently prorates quarterly permits in Flex; but does not use Flex proration for annual or academic permits. The current proration schedule for permit fees, combined with the unique setup of PNRs and PCGs for the distribution of hangtag permits, meant that Western recently requested a custom task be created to update the proration calendar from a spreadsheet of information. This was requested because the sheer volume of changes that needed to be made from the Flex standard options was daunting. More typically, a Flex customer can use the proration options found in Flex and allow the system to accurately calculate the prorated fee for each day the permit is available for sale.

Permits are currently pro-rated daily as of October 7th this year.

Citation Collection

DOL & Billing

Currently Western has a multi-step custom process for the collection process. The process consists of 3 functions that linked together as each step in the process is dependent on completion of the step prior. The process is currently executed from beginning to end each month.

Department of Licensing (DOL) function:

It is not unusual to have several tasks associated with this process; however, Western’s process requires some manual intervention and has a few extra steps. The process as defined today links each task to the prior task AND the entire 3 section process must be run in order and only 1 time per month to function properly.

Export Identified – Locates, creates a file for export, and updates a custom field ‘true’ on the vehicle record for WA plates with citations outstanding >34 days which have a customer identified.

This file is manually FTP’d to the DOL

Export Unidentified – Locates, creates a file for export, and updates a custom field ‘true’ on the vehicle record for WA plates with outstanding citations >34 days for which no customer is identified.

This file is manually FTP’d to the DOL

Export Out of State (OOS) – Locates, creates a file for export, and updates a custom field ‘true’ on the vehicle record for OOS plates with citations outstanding >34 days which may or may not have a customer identified.

This file reorganized manually into State order, printed, the printed copy given to dispatch to retrieve Registered Owner (RO) information, data is given back to parking staff and data is manually input into Flex.

Mark Pending – Locates all vehicles with the custom field ‘true’ on the vehicle record and marks each citation record associated with that license plate number as “Pending Transfer to Collections”.

Clear Pending Collections – This task locates all vehicles with the custom field ‘true’ on the vehicle record and ‘clears’ that field on the vehicle record.



File Prepare Identified – This task reads the returned file from the DOL and formats the results in a format used in Flex. A unique aspect of this prepare file is that RO information is linked back to the identified customer by way of inserting a new address with the RO: NAME in a portion of the address for that customer. No customer record is created for the RO.

To process this task a file is manually retrieved from the DOL FTP site

File Prepare Unidentified - This task reads the returned file from the DOL and formats the results in a format used in Flex. This prepare file uses standard processes and inserts or updates a customer record for the RO.

To process this task a file is manually retrieved from the DOL FTP site

Import DOL Results Identified – The file created for Flex is imported and RO: NAME and address are linked to the customer associated with the vehicle.

Import DOL Results Unidentified – The file created for Flex is imported with new RO customer records created and linked to vehicles and citations.

Letter Function

Final Notice Letter – Generates a letter addressed to the RO using the RO address.

These letters are printed and mailed

Mark Final Notice field – This task marks a custom field on the citation to reflect “True” indicating that a Final Notice has been sent on the citation.

Courtesy Reminder Letter – This task generates a letter to the RO using the RO Address for citations still pending transfer to collections that have been sent the final notice.

Courtesy notices should be generated no sooner than 14 days after the last batch of final notices to allow for the 14 days to pay else a customer receives this notice too quickly

Collections Export

Citation Transfer to Collections – This task creates a file of RO customers with unpaid citations on which a Final Notice and Courtesy Notice have been sent.

Import Citation Payments – Currently not used.

Collection agency sends a check and a list of citations paid. Parking staff pay the citations manually in Flex.

Citation Chaser – Creates a file of any citation payments or adjustments to the citation to let the agency know that it was paid or the amount reduced.



This file is manually emailed to the Collection Agency.

Citation Recall – Creates a file of any citations that are moved from one customer to another, voided, warned, placed on hold, or placed on appeal.

This file is manually emailed to the Collection Agency

Cashiering

Cashiering Function

Cashiers have full access and financial override to the system.

Having this access means that settings (limits) set in Flex are being ignored or over-written.

Cashiers do not know why these message come up – they just know they can continue.

Close Out Process

Currently a combination of Flex reports and an Excel spreadsheet are used for balancing.



Reporting

Dashboard

Dashboard reporting is not currently being used.

Finder

Western uses this tool extensively with over 100 saved Finder Reports. Most of these Finder Reports appear to be to assist auditing functions. So long as a Finder Report provides the data needed without any manual work to look up additional information; this is a viable tool to use. I would expect that some processes for which a Finder query is used now could be better served using a Crystal Report. An example is for Payroll verification:

Letters & Reports

Western has already created 130 letters. I recommend reviewing each and every letter to be certain it is being used when appropriate. Any time we can have Flex generate a letter and track it being sent we gain efficiency.

In addition to the standard reports, Western has over 78 custom reports written in Crystal Reports. Several of these appear to have been created for an immediate need. It is always best to look at reports for the long-term and to create them with parameters which allow you to generate what you need at a



particular time or, even better, without parameters so that the report can be scheduled to run on a regular basis and emailed to recipients.



QUICK WINS:

General

Immediate:

I recommend making the following changes to the eBusiness Admin Console to expedite the online customer experience. Find these settings by searching for “Warning”.

1. Do not check for facility space availability before providing list of permits to customer.

This setting should be changed to “False”.

This setting set to “True” can cause issues if many control groups are eligible for many different facilities. Western has 1 Permit Number Range (PNR) with >100 Permit Control Groups (PCGs) and each PCG has between 1 and 19 associated facilities.

Changing this setting means eBusiness will check space availability in a facility only AFTER the customer has selected the permit they want to purchase. But this saves eBusiness from having to check every lot every time a customer requests to buy a permit.

2. Do not check for pro-rated price for each PNR before providing list of permits to customer.

This setting should be set to “False” during periods of high permit sales volume – when most likely the price isn’t prorated (selling at full price). The setting may be set back to “True” when volume is a more manageable level.

Changing this setting will mean the full value of the permit fee will display (even after proration begins) on the page where the customer chooses the permit they wish to purchase BUT the pro-rated rate will ultimately be charged at the time of the actual sale.




With the way customer sub-classifications and permits are configured, the process is taking a long time to display the permit options available to a customer online. For the vast majority of permits, Flex was configured with the one permit number range instead of more manageable ‘slices’. By having only the one extremely large number range, which has over 100 permit control groups, in Flex; Flex is checking a large number of types of permits for each customer. Some customers qualify for a few permits while others qualify for many. For example; “Staff” qualify for 40 permit options, “Faculty” 36, and “Students” only 7.

From this we can see that a “Student” would have far fewer choices and take far less time for Flex to process and display than “Staff”. In addition, some customer subclassifications such as ‘Revoked’, ‘Orphaned Account’, “No Classification”, and “Registered Owner” appear to have privileges to buy permits when I would not expect anyone with these labels to have any choices of permits to purchase.

Therefore, the basic configuration for customers and permits deserves a thorough review to provide the best possible configuration for the business rules Western wants to follow. I recommend a review of the customer classification/subclassifications and permit configuration for the next term to determine a way to improve the current configuration.

Included in this review should be an evaluation of the Facility Waiting list Process and the corresponding Flex configuration.

General

Contact Tech Support each year at the start of your permit season to allow our Hosting team to be certain you have sufficient equipment resources for your anticipated volume.

Check with your Western IT team to be sure you have sufficient access to the Internet or if other organizations are using resources for their peak activities.

Contact T2 Tech Support any time your resources seem particularly slow.

Mark Historical

This process can be accomplished with current Flex functionality and by Western staff. If you have questions; work with T2 Tech Support to plan and implement a series of Process Is Historical tasks to mark older records historical in every category.

T2 recommends marking historical each option available to be marked historical and to do so in batches of 2 years; oldest to newest. Keep two years’ worth of data as ‘current’ and not marked historical. Remember, marking a record historical does not remove it from the data base but does change the way the records display. Always retain Unpaid and Appeal Balance Due Citations as current.

Plan and implement an on-going Process Is Historical process to keep the display of records current.

T2 recommends that once the backlog of records are marked historical that the Process Is Historical task be run monthly, but no less than annually, to keep the current records displaying quickly. Displaying current records allow front-line staff to see accurate data quickly without ‘weeding through’ many expired, paid, or inactivated records to see the current representation of a customer’s account.



EBusiness

T2 recommends Western create a marketing plan to promote online citation payments and ALL other online services.

NEW T2 Solutions

Add the following T2 online solutions to allow your customers to ‘do more’ online. These solutions are not currently part of your FlexPort subscription so extra fees will apply.

Online Appeals

This solution allows your customers to create an appeal record in Flex. This will take the place of several manual steps.

In addition, T2 suggests creating a Crystal Report which can be emailed each morning to the proper person displaying all new appeal records that need to be adjudicated.

Online Event Requests functionality of the Events Solution

This solution allows your customers to create an event record in Flex. This will take the place of several manual steps.

In addition, T2 suggests creating a Crystal Report which can be emailed each morning to the proper person displaying all new event request records that need to be reviewed.

Parking Account Management of the Accounts Solution

This solution allows your customers to log in and see their permits, vehicles, citations, appeals, and even letter history from their Account in Flex.

You can allow customers to add or change addresses and link or remove vehicles associated with a permit. This will be especially useful when no physical permit is required and you move to License Enabled Parking (LEP).

All Solutions

T2 recommends you add the new solutions AND upgrade to most current version of FlexPort as implementing these solutions can be accomplished within 60 days of purchase of the requested solutions. FlexPort give you an updated look and more intuitive function for your customers.

Office/Visitor Center

Staff one or both of the drive thru stations for customer convenience.

Events

See the section on eBusiness. Implementing online {T2} Event Requests will go a long way to streamlining the beginning of the Event process.



In addition to customers requesting permits online; continue to add the NOTE on the event with permit information (i.e. bulk permit UID and other information) similar to what you add today.

However, instead of hand-writing the permits; sell the actual permits to the Department or Customer requesting the permits for the event through bulk permit functionality, and, using a Crystal Report, have Flex print out the permits that you sold that customer for the event.

NOTE: Add fields to the Bulk Permit Invoice to allow special wording on the

permit, if needed.

Hourly Permits

When the Officer calls in the results (current handheld is very slow in real-time mode).

Office Staff inputs the stall counts into Flex.

Create a Dashboard Widget in Flex to read the lot availability in these designated lots and display the information for the cashiers.

Sell these short term permits for AM or PM.

Pre-set a limit on the number of AM & PM permits you expect to sell.

Indicate on the permit the ‘space type’ of AM or PM on the permit to accurately reflect the number to sell.

Management has capabilities to regulate the number sold from the Flex application.

Sell the permit to a valid customer in Flex.

For true ‘guests’ this may mean inserting a new customer record.

Capture the vehicle license plate information on the permit.

For true ‘guests’ this may mean inserting a new vehicle record.

Doing this linking now will prepare the process for when vehicles are required to facilitate Pay-by-Plate.

Pay Station

IRIS

Complete the migration from EMS to Iris Pay Station back office software.

Work with Patrick Graham, our Iris Technician.

Set up users as needed.



Become comfortable with the features and reporting.

Accept the terms and conditions.

Here are the instructions to pass on for the person with signing authority to follow:

1. Please sign into EMS (www.intellapay.com) using the Administrator profile.

2. Once logged in as the administrator, at the bottom of the homepage, select the link for Terms of Service.

3. Review the agreement and scroll down to the bottom.

4. Sign with full name, title and legal company name. Please ensure this information is correct before saving as resetting the information for resigning can cause delays.

Enforcement

Handheld Notifications

Change the setting on the current Handheld Notification to EXCLUDE citations on appeal (uncheck the box).

While the officer may still be encouraged to call in; the presence of the handheld notification will most likely result in a booted vehicle.

Consider excluding citations that are marked Uncollectible. It is expected all steps that can be taken have been taken to identify the owner and considerable time has passed since the citations were issued.

Handheld Exporter / Importer Settings

Reconsider the volume of records being sent to the handheld

http://www.intellapay.com/



Configuration>System Settings>Handheld Exporter / Importer

32 Permit Classifications are currently being exported

o Update: As of 10/9/2015 Zero Permit Classifications were selected to export.

o Permit Classifications are a ‘hold over’ from the prior T2 Legacy system PowerPark. In PowerPark these classifications were very specific and important. In Flex, however, they are intended to be more generic and denote groups of permits. T2 suggests a review of the use of this field.

For 5 permit statuses for current permits only

o What statuses you send to the handheld depend on your business philosophy for what you want to display on the handheld. I would recommend sending Active and Missing.

Warnings from 7/1/2007

o Warnings need not be exported at all as citations are not written as a Warning as Flex would expect but “Warning” violations are issued instead.

Enforcement App

The Casio 3100 ruggedized handhelds are out of warranty and work poorly real-time through cellular connection as they are old technology.

Move away from the current handhelds and use the new Enforcement App on your preferred consumer-grade smart device from the list of certified devices. Cellular technology on these devices is state-of-the-art.

Configuration of the handhelds is now completed inside the Flex application making working with the application easier.



With improved cellular connectivity the officers will be able to use the Stall Count function to quickly provide Full or Empty stall counts to the office staff directly in Flex.

New printers are needed to print citations with the Enforcement App.

Input lot availability numbers into Enforcement App.

Cellular/Wi-Fi communications with the new ISO or Android devices is quick.

This automation relieves office staff from needing to intervene.

Citation Collection

I’d recommend changing the tasks and process as follows to allow the three functions to be independent; to automate as much as possible, and to be able to generate letters more often with no concern the letters will be generated at the wrong time.

Department of Licensing (DOL) function:

The process of sending records to the DOL changes just slightly and is run independently from the Letter function.

DOL Export – Change the export query from two separate tasks to one task to find unpaid citations >10 days old with WA license plates for which we have not yet inquired to the DOL. The task would export unique license plate numbers only to one of two output files (identified and unidentified) and update a field on the citation to indicate “True” to a new custom field called “Exported to DOL/DMV?”

NEW FTP task to FTP the two files created above to the DOL.

Export Out of State (OOS) – Change the query and task to update a field on the citation to indicate “True” to a new custom field called “Exported to DOL/DMV?”

A report can then display the records in order by License plate state and then license plate number and email the report to Dispatch daily.

The data is still given back to parking staff and data is manually input into Flex.

NEW – Retrieve DOL files from the FTP site via a task.

File Prepare Identified – No Change

File Prepare Unidentified – No Change

Import DOL Results Identified – No Change

Import DOL Results Unidentified – No Change

Letter Function

The Final notice function can now be run independently.

Western would like to add, and I too recommend, a letter sent (via email when possible) before a citation gets to be 34 days old. Details of when to send this letter, in conjunction with the DOL process is to be determined.



Final Notice Letter – Change the final notice task to generate a final notice based on unpaid citations being >34 days old and the “Exported to DOL/DMV?” field indicating ‘True’ at least 5 days ago.

These letters are printed and mailed.

Courtesy Reminder Letter – Change this task to generate a letter to the RO using the RO Address for citations for which the Final Notice Letter was sent >14 days ago and the Courtesy notice has not yet been sent.

Collections Export

The Collections Export function can now be run independently.

Mark Pending – Change the timing of this task and change the task to locate all citations for which the Courtesy notice has been sent >14 days ago and the citation has not yet transferred to Collections.

Citation Transfer to Collections – No change

Import Citation Payments – Review why this task is not being used. Attempt to obtain a file of citation payments in addition to the check and list of citations paid.

If available, use this task and create a new task to retrieve the payment file from the Collection Agency FTP site.

Citation Chaser – No change.

Citation Recall – No change.

NEW FTP task to FTP the two files created above to the Collection Agency.

Cashiering

Cashiering Function

I recommend Management review Flex configuration to determine what limits are set that Flex is enforcing.

Limits include: # of permits allowed per person, per facility (area or space type), permits allowed per customer classification / subclassification, and others.

Modify limits as needed.

Determine limited supervisors who are allowed to over-ride a message from Flex regarding limits.

Train supervisors to understand what limits are set; as well as, determine when an override is allowed and when limits must be enforced.

Remove override authorization from front line cashiers.

Close Out Process

I recommend Management review the close out process to document duplicated effort.

In cases, such as the excel spreadsheet; create custom Crystal Reports to allow Flex to generate forms needed for balancing and making deposits.



Reporting

Dashboard

Enable access to Dashboards in User Management for all staff.

Review and evaluate standard dashboard widgets as they graphically represent your parking operation.

Train and encourage staff to use standard widgets on their personal dashboard to reference the areas for which they have responsibility.

Finder

Continue to use the Finder tool. The intent of the tool is to provide quick access to minimal data. Remember; if the data is in Flex, a report or query is likely a better solution to let Flex do the calculations and work for you.

Crystal Reports

Western has already purchased T2 services to create 9 reports.

Develop a list of currently beneficial reports & widgets

Provide T2 with detailed specifications on up to 9 reports to create for you in the very near future.

Additional bundles of T2 Crystal Report Services can be purchased when needed.

Request reports & widgets be created by T2 for any financial reports or specialized widgets.

Some examples of reports currently created outside of Flex that could be created directly by Flex are:



Year-end Citation AR report:

Citation aging by Year Issued:

Training

Attendees to Connect 2015 should focus on new and future topics in this report such as LEP, Dashboard, Pay-By-Cell, Iris, and the Luke II.

T2 will provide unlimited access to online training for all staff for 1 year. This can be beneficial when you plan and facilitate training.

Create a training curriculum for staff.

Allow time in staff schedules to complete the sessions.



LONG TERM PLAN

LICENSE ENABLED PARKING (LEP)

Flex Permits


Moving to License Enabled Parking (LEP) will allow creation of an array of manageable size PNRs with fewer PCGs each. While there are still many PCGs; this example eliminates 6 PCGs for each lot group (i.e. A, G, etc.)

Example:

Permit Number Range: Separate numbering schematic for “A Lots “

Permit Control Groups:

Academic Year A Lot (no time restriction)

Academic Year A Lot 11am – 5pm *

Academic Year A Lot 7am – 1pm *

Sold full Academic year and in spring as the spring offering only as well

Several lots are available within the A lots

The same options would be created for Annual Year A lots (includes summer); Fall Term Only; and Winter Term Only.

Having this variety will allow Flex to quickly determine a customer’s permission options (i.e. what facility, what number range, and what duration) based on their customer classification and subclassification.

* Using time based permits in this way will require a modification to the

AutoVu interface as Flex will need to pass time data to AutoVu.

Proration

For the next iteration of permit fee discussions, I recommend that careful consideration be given to proposing a permit fee and proration schedule that Flex can easily calculate for you.

Permit fees should be evenly divisible by the proration option you are proposing.



Standard proration in Flex includes:

Do Not Prorate

Daily

On a set number of days (from 2 to every 30 days)

Weekly – on a specified day of the week

Monthly on a specified day of the month

Refund pricing in Flex includes:

No refund

Permit price less a flat value (administrative charge)

At a percent of the current permit price

Reminder that Flex uses a 365 day year.



LEP – Luke II Pay Stations

The lots on campus do not lend themselves to being ‘gated’ and requiring entrance/exit thru a strict process. This does not mean we cannot use technology!

Pay Stations provide quick, easy access to short term parking for your customers. We recommend using the Pay Stations during the day in lieu of selling 1, 2, 3, or 4 hour permits.

Pay-by-License (PBL), using new Luke II pay stations with alpha-numeric keypads, allows a customer to pay for time based on their license plate number. This is the most recent trend for pay station payment.

This method is most effectively used when your organization fully embraces the full Pay-by-License plate concept for permission to park and implements LPR for enforcement.

Additional time can be purchased at the pay station or the Extend-by-Phone App.

Time can also be purchased by your short-term parking customer using one of a number of Pay-by-Cell applications.

We recommend replacing the existing Shelby pay stations with the new Luke II pay station. Use the new Pay Stations for all short term parking.

Benefits of the new pay stations include:

Credit Card only.

The new Pay Stations you provide can be configured for credit card only which is becoming more prevalent. You may have certain locations you prefer to still allow cash payment but this reduces the collection timeframes and concerns with cash handling.

Full alphanumeric keypad for a smooth transition to PBL

The Luke II pay station is outfitted with a tactile, weather-sealed alphanumeric keypad that makes it easy for your parkers to enter their license in a pay by plate scenario. Additionally, it is rust-resistant and flush-mounted to the pay station to discourage vandalism.

Solar efficiencies and stackable battery

The panel used in solar applications has been extensively tested and designed to be highly suited to maximizing the charge under a variety of environmental conditions. The solar configuration also includes a second battery. Luke II has been designed with a power management system to reduce consumption and maximize reliability making it capable of operating on battery alone for up to 28 days.

V5 Controller for reduced power consumption and faster transaction time

While still retaining the iconic look and feel of its predecessor, the V5 controller’s striking difference is its all-encompassing design. A backplane is no longer required with the V5 controller; instead, all cabling now connects directly into the controller. As well, faster processing CDMA and UMTS/GSM cellular modems are now embedded within the controller itself making removal and installation of these modems quick and easy. Other improvements include 4 GB of non-volatile flash memory and a humidity sensor that is now inside the controller.



Optional coin escrow

Luke II supports an optional coin escrow unit that has been designed specifically to allow for refunding of coins in the event a consumer pays for a transaction with coins but cancels the transaction before completing it. Coins are returned via the ticket cup.

Optional coin shutter

The Luke II supports and optional Coin shutter that is software controlled, only opening when the pay stations is ready to accept payment and closed in all other operational modes. This prevents water and debris ingress into the pay station.

Separate cash vault for audit control, security and safety

Luke II peripherals are housed in two separate compartments – the upper cabinet, or maintenance compartment, housing all non-cash storage devices, and the lower cabinet, the cash vault compartment, housing the bill stacker, the coin canister, and a USB port that can be used to download transaction data during cash collection. Only University authorized personnel will be able to open the cash vault compartment as it requires a separate key. Additionally, both the coin canister and bill stack automatically lock when removed and require another key to open. For added security and audit control, when connected to Digital Iris the Luke II will send a notification to the back office software in real time alerting to doors being opened and closed.

TSC Coating with 5 year anti-corrosion warranty

Luke II Feature a special anti-corrosion solution that enables us to provide a cost effective solution and support a five-year anti-corrosion warranty. T2 realizes the importance of designing and engineering robust multi-space pay stations that can withstand harsh urban and coastal environments. After extensive study and market research, T2 has chosen thermal spray coating (TSC) to protect its pay stations. TSC is a proven solution that has been used for years in marine, bridge, and pipeline infrastructures. TSC has gone through extensive long-term field exposure testing and the National Association of Corrosion Engineering (NACE) has published numerous articles regarding the effectiveness and durability of TSC against corrosion.

Support for Contactless Payments

Contactless credit cards (Visa PayWave and MasterCard PayPass) can be accepted with the optional contactless payment module in Luke II and using specific merchant processors including Paymentech.

EMV support

As EMV requirements are processed & developed; Support for EMV is provided.

Extend-by-Phone

An application is available to allow customers who paid at the Pay Station to extend their payment time by phone and not have to return to the Pay Station.



LEP - Pay-by-Cell

Pay-by-Cell (PBC) is a fast-growing, and state-of-the-art, payment option and a low-cost addition to a parking operation, requiring no changes to the parking infrastructure.

Your Enforcement Officers patrol Pay-by-Cell areas using a handheld device (or LPR vehicle) to “audit” vehicles and license plates.

T2 has integrated with several Pay-by-Cell vendors to offer an easy enforcement solution that allows officers to move effortlessly from the information provided in the Pay-by-Cell application directly to citation issuance from T2 handhelds– saving valuable time. Additional fees apply.



LEP - LPR

License plate recognition (LPR) enforcement easy and efficient way to ensure optimized parking enforcement. Implementation is straight-forward. LPR is essential to moving toward an LEP environment.

Enforcement is further simplified through the real-time integration of Genetec’s LPR system, AutoVu, and the T2 eTicketBook software. The two systems work seamlessly together to streamline data and make issuing citations for enforcement officers as easy as the press of a button.

LPR / PBL/PBC Integration

PBL, PBC and LPR can be used simultaneously. Genetec AutoVu integration will also read from the PBC payment vendor services and Iris for the Pay Stations.

FLEX

AutoCount

AutoCount for Flex allows accurate occupancy of vehicles within each given lot.

Loop detectors allow AutoCount to accurately display the number of vehicles in a lot at any one time by counting each vehicle entering and exiting the lot.

This real-time occupancy is available for viewing in Flex immediately.

Lot full thresholds can be set for each lot.

While space is available (below the threshold) short-term parkers can enter the lot and pay for parking at the Luke II pay station.

Once the threshold has been met:

Email can be sent to specific addresses indicating the lot is ‘full’ (if necessary).

A message can be sent to a variable message sign indicating the lot is either ‘Lot Full’ or “Permit Parkers only” or similar.



Additionally, this information can be used with way-finding apps to allow customers to check the app to determine which lots have space available.

Cashiering

During our discussions with the Central Cashiering office management; it was stated that the Central Cashiering Office was amenable to taking payment for citations.

Cashiers would have required User Access to Flex.

Payment for citations would be made directly in Flex

No transfer of information would be needed from Flex to the Main Cashiering system

No payment information would need to be sent to Flex.

All permits would be purchased online.

Permits (Permissions) would be linked to Vehicle License Plates

No physical permits would be issued.

It is expected LPR would need to be in place for enforcement.

Collections

I would recommend reviewing the service options for out-of-state RO retrieval with RoVR and processing or collection services with CCS. These are two generally available services used by many T2 customers. Separate fees apply.

RoVR

RoVR is an automated service that helps you save staff time while likely increasing your collection rate. Our system can identify vehicle owners from all 50 states and the District of Columbia. The service is automated within the Flex application.

Citation Collection Services (CCS)

CCS is a full service Collection Agency which provides a variety of services related to only parking operations. Western can pick and choose from a variety of services. Western may be interested in the following options:

Letter Services which generates and sends (mails) collection letters for you.

Collections which provides experienced staff to handle your citation collections including Skip Tracing. CCS collects only parking related fines and debt so they have a unique understanding of the industry.



Reporting

Crystal Reports

IT resources to be trained in using Crystal Reports.

Assign one resource to help the Parking Staff by creating reusable, parameter driven, reports which are added to Flex.



TIMELINE

Western Washington UniversityCategory Item Implementation

Quick WINSeBusiness Add online Appeal Solution 45-60 days from purchase eBusiness:These changes can be scheduled together.

Add online Event Requests Solution 45-60 days from purchase eBusiness:These changes can be scheduled together.

Add online Parking Account Management Solution 45-60 days from purchase eBusiness:These changes can be scheduled together.

Move Flex and all eBusiness Solutions to the latest version of Flex and FlexPort. 45-60 days:add solutions & upgrade eBusiness:These changes can be scheduled together.

Enforcement Move to the Enforcement App with new printers 30-45 days from purchase

Citation Collection Change DOL process process to separate to run independently. 45-90 days from purchase Collections:These changes can be scheduled together.

Change Letter process to separate and run independently. 45-90 days from purchase Collections:These changes can be scheduled together.

Change Collections process to separate and run independently. 45-90 days from purchase Collections:These changes can be scheduled together.

Long Term Plan

LEP - Pay Stations Install new Luke II Pay Stations 60-100 days from purchase LEP:These changes should be scheduled together at the time LPR Installation.

LEP - Pay by Cell Contract with vendor and implement services LEP:These changes should be scheduled together at the time LPR Installation.

LEP - LPR License Plate Recognition - Add vehicle with cameras and Genetec AutoVu. 60-100 days from purchase LEP:These changes should be scheduled together at the time LPR Installation.

eTicketbook enforcement software for the AutoVu in vehicle laptop + printer Included in timeframe for LPR LEP:These changes should be scheduled together at the time LPR Installation.

Auto Count Install lane detection and AutoCount implementation 60-100 days from purchase This change is independent and should be scheduled before or with LEP.

Collections RoVR services for out of state plates 60 days from purchase Collections:These two items are independent.

CCS Collection services 60-90 days from purchase Collections:These two items are independent.



CONCLUSION

There are many options and avenues to help update your parking operation. T2 is ready to work with you, as needed, to get to where you want to go. Through your T2 contacts, Sean Sheeran, John Cowley, Maggie Vercoe, myself and T2 Management; we are ready to help Western move forward.


Appendix D-1

Appendix D Time & Motion Study

Date Drive order Route

Drive Time

Drive time min

Lot Name

Lot Square Ft

# Spaces

Walk Time

Walk Time Min

Write cite Time

write Time min

# cites Notes

11/4/2015 1 PS 1:48-1:49 1 1R

25,700 30

1:49-1:53 3

1:51-1:53 2 1

Customer contact 1:53-1:54

11/4/2015 2 1R 1:53-1:58 5 29G

4,996 9 none 0 none

Also checking Fairhaven service road/no vehicles parking. 4 (9 w HC)

11/4/2015 3 29G 1:59-2:00 1 22G

16,500 19

1:59-2:01 3

1:58:-1:59 1 1

11/4/2015 4 22G 2:02-2:04 2 33G

7,083 24

2:04 -2:05 1 3 2

11/4/2015 5 33G 2:06-2:07 1 24G/13A

31,404 130 none 0 none

Drive thru (knows the vehicles)

11/4/2015 6 24G/13A 2:08-2:10 2 32G

29,690 126

2:10-2:15 5 3 2 flat

11/4/2015 7 32G 2:16-2:17 1 27R

79,526 221

2:18-2:47 24 3 2

Split levels (3)

11/4/2015 8 Back to PS

2:48-2:50 2

11/7/2015 9 PS 8:47 - 8:48 1 C

113,250 271

8:48-9:25 37 12 6

Finals week, low occupancy numbers reflex 1/4 th of the C lot data

11/7/2015 10 Back to PS

9:25-9:26 1

17 308,149 830 73 24 14

Total Time/Hrs/Min on ride along

1 hr 41 min

17 min

1hr 13 min

24 min

17G Wheel Lock for Allan 3min

Documents

NLS Project Initiation Template