EVO EXPERIENCE DESIGN

Project Client
Toronto Parking Authority
Project Champions

VP of Operations

CIO

Project Stakeholders
On-Street Parking Program
Off-Street Parking Program
EV Charging Station Program
BikeShare / Micromobility Services
Information Technology
Finance
Service Operation Center
Senior Management

Customer Experience Innovation Design Sprint

Toronto Parking Authority (TPA) was looking to initiate their vision of using mobile app technology as a driver for upgrading & modernizing the majority of their parking, service management and processes across all 4 distinct service lines.

Situation

TPA’s VP of Operations & CIO were looking to optimally prioritize resources & budgets among two dozen projects. Unfortunately they hit a few roadblocks in the form of multiple stakeholders,  process interdependencies, and a high degree of inevitable software customization.

Action

To address these challenges, TPA engaged the participating stakeholder groups in a Customer Experience Innovation Sprint project designed to help them:  

  • Avoid conflicts arising from misaligned definitions & competing expectations.
  • Ensure all operational perspectives were taken into account, preventing any misunderstanding of each Team’s unique service scenarios & needs.

Outcome

Through a series of EVO workshops with TPA’s dedicated Service Delivery Operations Teams, several sets of comprehensive & cohesive Digital Customer Experience and Service Delivery Improvement Project Portfolio insights were generated.

Armed with that information, TPA Leadership & Service Delivery Operations Teams were able to confidently coordinate & prioritize their multitude of competing project and software priorities. They were also able to confidently communicate implementation strategies & high-level project needs to obtain further funding for those same projects from board-level stakeholders.

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