PPA Teams with Duncan to Enhance Public Service and Program Efficiency
The Pittsburgh Parking Authority (PPA) provides motorists with a first-class customer
experience in partnership with the parking industry’s leading provider, Duncan Solutions.
Contract Background
In 2005, the Pittsburgh Parking Authority (PPA) oversaw a
transition to separate the parking function from the Traffic
Court. In order to accomplish this objective, the Authority
realized they needed a complete citation management system
with a full-featured multi-functional payment system, a parking
court adjudication program, and a booting and towing program.
At the time, the PPA had no experience operating a parking
ticket management or adjudication program and they needed a
comprehensive, proven solution – and fast.
Duncan is invested in the Pittsburgh Parking Authority’s vision
for exceptional public service. Duncan is a flexible partner
with a great deal of subject matter expertise and capability to
integrate with third-party providers to continue to adapt the
program to meet evolving needs. The PPA’s court operation
was enhanced by Duncan’s consulting and operational effort
in changing the building specifications to provide a better
business flow.
Shared Vision of Exceptional Service
The City of Pittsburgh and the PPA have a demonstrated
history of providing accessible and convenient public services.
As the only Class 2 city in the State of Pennsylvania, the City
of Pittsburgh is unique in how it functions under state law. As
a result, the majority of the City’s functions are independent
from the State’s control. This has given the Pittsburgh Parking
Authority a certain degree of autonomy to innovate and grow to
provide an enhanced customer experience consistent with its
mission.
For more information about Duncan’s Products and Services,
contact a Duncan Representative at (888) 993-8622 or visit DuncanSolutions.com.
“Duncan has conducted the operations of the Pittsburgh Parking
Court since the Authority assumed oversight responsibility for the
function in 2005… and has met all of the performance expectations
that led to its selection.” – Dave Onorato, Executive Director, Pittsburgh Parking Authority
PPA Today
Today, the Pittsburgh Parking Authority offers extended hours and services for the Parking
Court; the Court is designed to optimize the in-person experience. The adjudication process
is impartial, offering two courtrooms staffed with retired judges, acting as adjudicators and
accessing the robust capabilities of AutoPROCESS™ Citation Processing Service.
Duncan also provides the PPA with courteous customer service support for both walk-in
and phone contact with motorists. With knowledgeable staff aided by the latest technology,
seamless customer support is provided through Duncan’s call center based in Milwaukee,
Wisconsin. Duncan also operates several walk-in payment centers equipped with cashiering
stations and friendly personnel.
Integrated Solutions
»O
peration of the Pittsburgh Parking
Court
»D
uncan’s AutoPROCESS™ Citation
Processing Service
Under the leadership of Dave Onorato, the PPA has also rolled out several innovative
programs. For example, the PPA recently introduced pay-by-plate meters for added customer
convenience. While these meters included a number of benefits, including the ability to preregister credit card information and eliminate the use of credit card or cash at the machine,
the PPA knew that initially they might confuse some motorists. In order to help mitigate ticket
disputes arising from this learning curve, Duncan has worked closely with the PPA to develop
customer-friendly adjudication processes that takes such factors into account and provides a
positive customer service and public information outreach opportunity.
»C
itation processing services
Bottom Line Results
» Integration of AutoPROCESS Software
with the Authority’s existing handheld
devices
Prior to implementing Duncan ticket processing and collection services, parking ticket revenue
in Pittsburgh averaged $3 million per year. Duncan has helped the PPA increase annual citation
revenue to over $10 million. In addition, the PPA has achieved exceptional compliance results,
including:
»O
peration of booting and towing
program
»C
all center
» Web-based and phone-based payment
capabilities
» Multiple walk-in cashiering stations
»D
elinquent collections
» Annual Ticket Issuance: Approximately 279,400
» Ticket Closure Rate: 89%
» Ticket Collection Rate: 86%
“
Duncan has been particularly supportive of the Authority’s commitment to ensure
the fairness of the adjudication experience for all of our parking patrons who contest
the accuracy or context of the ticketing process.
”
– Dave Onorato, Executive Director, Pittsburgh Parking Authority
Duncan Solutions. Parking and Enforcement from Start to Finish.
Duncan Solutions | 633 W. Wisconsin Ave., Suite 1600 | Milwaukee, WI 53203 | (888) 99-DUNCAN • (888) 993-8622 | DuncanSolutions.com
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