1. Exceptional Customer Services Zakki Ghauri Parking Development Manager Croydon Council March 2011

2. Croydon Croydon covers an area of 87km 2 Croydon has a population of nearly 340,000 and a working population of 160,000 Largest London borough by population There are an estimated 13,000 businesses in Croydon Black Minority Ethnic (BME) communities comprise 36% of Croydon residents Around 11,500 of Croydon's population are over 80 There are currently 142,510 properties in the borough

3. Services Consultations Traffic Design Pay & Display Cashless Parking Suspensions/Dispensations Removals Enforcement Shopmobility Service Companion Badges Permits Processing Abandoned Vehicles Service Blue Badge Enforcement

4. Customer Service Case Study Angry and Upset Customer Calmed situation Sympathised Gave customer advice Reassured that we would look favourably on case

5. Outcome Circumstance didn’t allow PCN to be cancelled Explained why Turned into complaint In financial dire straits!

6. Customer Services “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” - J. L. Scott. (2002)

7. Customer Services Feelings –People –Emotions

8. Customer Services Understanding Connecting

9. Identifying Customers Who are your customers? –Residents –Businesses –Visitors

10. Identifying Customers Who are your customers? –Demographical Profiling –Communication

11. Identifying Customers Mosaic –Profiling Customers –Help us to understand our customers better –Accessing of Information –Service Provision

12. Communication –Customer Engagement – Croydon Festival –Online Survey –Visiting Local Businesses –Drop-in Sessions at Libraries & Town Hall –Neighbourhood Partnership Meetings

13. Perceptions Negative Press Managing Expectations –Neighbourhood Partnerships –Online Survey

14. Surveys Where do you park most often when visiting Croydon Town Centre? On street (in bays) In car parks (please tick all that apply) Non-council run car parks in Croydon: NCP – Wandle Road NCP - St George’s Walk NCP - Fairfield Halls NCP - Allders NCP - Whitgift NCP - Dingwall Road Q Park – Charles St Centrale Shopping Centre Council run car parks: Ann’s Place Factory Lane Jubilee Bridge Spice’s Yard Wandle RoadWest Croydon

15. Vision and Mission Top Down Approach

16. Bottom Up

17. Side On Approach

18. Buy in from management Consultation with Staff Customer Led Approach

19. MISSION Create a safe and efficient flow of traffic through our Borough Create the best possible Parking Services infrastructure Continuous maintenance of Parking Services infrastructure Provision of adequate parking allowance and easy access to it Effective and robust parking/traffic enforcement and debt recovery Transparent and professional consideration for customers’ requests and complaints (Bays, lines, signs, short term parking (P&D) and ICT) (Variety of parking permits and easy access to them) TO PROVIDE THE FLAGSHIP PARKING SERVICE PROVISION BY UTILISING THE NEWEST TECHNOLOGY, BEING CUSTOMER FOCUSED, TRANSPARENT, ROBUST IN ENFORCEMENT AND EFFICIENT IN OVERALL SERVICE PROVISION. VISION Customers Parking Services Team Performance Infrastructure + Permits + Enforcement + Customer Care PolicyFinanceRisk Contracts/ SLAs HRAssets Comprehensive Area Assessment Best Value Team Targets Individual Targets/ PDCS Pillars of Organisation Council Business Team Individual Unit Officers Performance Framework

20. Staff Front line most important Morale Training

21. NVQs Collaborative Working with the Customer Services Division Mystery Shopping

22. Acknowledgement Internal –Statistics –PDCS Excellence –Customer Service Excellence –Manager of the Year External –ISO 9001:2008 Accreditation –Parkmark –BPA Awards

23. Acknowledgement Continuous Improvement BPA Award for Customer Service