City of Edmonton –
Traffic OperationsÂ
Parking Services
Parking Enforcement Services
311 & Integrated Service Centre
Customer Communications Services
Financial Services / Bylaw TicketÂ
Administration
Legal Services
Accessibility Advisory Committee
Accessible Parking Intake Service Design
The Parking Services team initiated a Digital Project to develop an online self-service process that provided time-limited free parking to Accessible Parking Placard Holders.
Situation
In looking to identify all necessary process changes & software User requirements, the Parking Program team hit a major roadblock in obtaining User & stakeholder buy-in.Â
They encountered two major hurdles:Â
- A multitude of unique permit usage & stakeholder impact scenarios was making it difficult to pinpoint User needs on which to base an effective, manageable intake process.
- Insufficient understanding of data & CX requirements concerning all aspects of the intake & enforcement service process was creating excessive inconvenience for Users.
Action
Recognizing the complexity of their service environment, Traffic Operations engaged participants from across the multiple functional areas in a Service Experience Design project, designed to ensure that the updated accessible parking program & self-service processes:
- Avoided conflicts arising from misaligned definitions & competing expectations.
- Could be managed efficiently, minimizing potential abuse of the parking exemption program.
- Were seamlessly integrated with other cross-functional service processes in such a way that the unique needs of both the accessible parking community & the Teams were neither overlooked nor neglected.
Outcome
Parking Services used the Service Experience information & insights generated to confidently provide their IT Digital Project Team with:
- A set of clearly articulated User experience & service process requirements that they could immediately put into action.
- Visibility & insights into which specific service experience challenges to target via digital delivery.
- Clearly identified communication & interactivity opportunities that could support a Strategic Communications Plan intended for both internal & external audiences.