Parking Services
May 2014
Performance Management Report
working
Produced by Mandy Ainsworth
Parking Services Manager
Worthing Borough Council
WBC -
Performance Management Report
May 2014
Mandy Ainsworth
Page 1 of 17
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Parking Services
May 2014
Performance Management Report
Contents
Title
Page Number
1.
Introduction
2
2.
Executive Summary
2
3.
Finance Report
4
4.
Compliance
7
5.
Complaints and Customer Care
7
6.
PCN Statistics
8
7.
PCN Appeals
9
8.
Pay on Exit / Pay and Display
11
9.
Season Tickets
12
10.
Environment
12
11.
Finance Report
12
Appendix One: Contravention Codes
15
Appendix Two: Glossary of Terms
16
1. Introduction
1.1 This monitoring report has been produced to inform the relevant personnel
from Worthing Borough Council (WBC) and NSL Services Group (NSL) of
performances under their management in all Off-Street Parking operations
within the Department for Transport’s (DfT) approved Civil Parking Area
(CPA).
1.2 The report is based upon Civil Parking Enforcement (CPE) and
performance monitoring data that the Parking Services Manager (PSM),
the Car Parks Operations Officer (CPOO), and the Principal Parking
Officer (PPO) have collated through May 2014, and the key performance
indicators have been agreed between all parties in the formal agreement.
This monitoring report is also an audit tool for senior managers to ensure
standards are being maintained, or as a means of identifying areas where
performances could be improved.
2. Executive Summary
2.1 As the following graph indicates, the number of PCNs issued under the
UW prefix for WBC owned car parks in the Borough in May 2014 was 167;
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
an increase of 23 from the previous month and 31 from the same month in
the previous year. The annual monthly average also shows an increase
(of 21). Staffing levels continue to be monitored.
2.2
The following graph shows the incidents by type which have occurred in
the Worthing car parks during May 2014. As this indicates, most
incidents have been caused by youths showing anti-social behaviour.
2.3 The following graph shows the town centre footfall compared to last year.
This indicated that the footfall rose from March to May 2014, compared to
the same months of the previous year.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
3. Finance Report
3.1 The table below indicates the income received against costs incurred for
the Off-Street account per month.
d
d
e
iv
e
orde
h
c
osts
c
e
c
ont
r
l
re
M
a
ome
Tot
Inc
urplus
S
Apr-14
£229,128.07
£369,520.81
- £140,392.74
May-14
£204,477.72
£41,607.34
£162,870.38
TOTAL
£433,605.79
£411,128.15
£22,477.64
The deficit in April 2014 above is due to having to pay the annual rates on
all sites (£328,603). These costs will not appear again in this financial
year.
3.2 The following graph and table show a break-down of the income from the
sale of pay on exit tariffs / pay and display during May 2014. As this
illustrates, most of the revenue came from High Street MSCP and Grafton
MSCP this month (38% and 31% respectively).
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
Car Park
Revenue
High Street MSCP
£61,809
Grafton MSCP
£50,454
Buckingham MSCP
£17,286
Teville Gate MSCP
£3,337
Beach House East
£5,089
Beach House West
£6,455
Lyndhurst Road East
£6,753
Lyndhurst Road West
£4,893
High Street Surface
£3,696
Marine Crescent
£0
Brooklands Western Road
£2,275
Brooklands Brighton Road East
£0
Brooklands Brighton Road West
£0
Civic Centre
£1,306
TOTAL
£163,353.00
3.3 The following graph and table show a break-down of the income from the
sale of season tickets during May 2014. As this illustrates, most of the
revenue came from High Street MSCP this month (39%).
Car Park
Revenue
High Street MSCP
£4,939
Grafton MSCP
£1,341
Buckingham MSCP
£3,228
Teville Gate MSCP
£3,035
Surface sites
£191
Amelia Park
£56
TOTAL
£12,790.02
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
3.4 The following graph and table indicate where the majority of income came
from in this month. During May 2014, most of the income came from Pay
on Exit revenue and Pay and Display tickets (92%).
Income Source
Income
PCNs (WBC Car Parks)
£3,546.00
Pay on exit revenue / P&D Tickets / Validation deals
£183,964.85
Season tickets
£12,790.02
TOTAL
£200,300.87
3.5 The following graph shows the sales through RingGo (may totalled
£4,177) – our pay by phone provider. As this shows, most RingGo users
again parked in Lyndhurst Road during May 2014.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
4. Compliance
4.1 In May 2014, one full compliance test was carried out by the Parking
Services Team (PST) of some of the car parks. The target is 90%
compliance and the overall score achieved was 98.4%. This is a very
pleasing achievement and indicates that CPE in Worthing is having the
desired effect on compliance.
5. Complaints and Customer Care
5.1 There were 2 new written complaints received this month, regarding
season ticket management and disabled parking provision. Of course,
there will have been negative comments raised within PCN appeal letters
but these are treated as appeals and addressed in this method, and are
not seen by either the PSM, CPOO or the PPO, although it is agreed that
any matters requiring attention in these letters will be referred to the
appropriate Manager.
5.2 In fact, only 5 written complaints have been received in the last 6 months.
These were responded to within agreed timescales and were quickly
resolved.
5.3 There were 5 written compliments in May 2014; most of which referred to
the reduction in charges at the MSCPs. The PST continues to receive
mixed comments from phone calls too, as well as occasional enquiries
regarding the cost of parking.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
6. PCN Statistics
6.1 A total of 167 PCNs were issued in WBC Car Parks during May 2014. Of
the PCNs that were paid in the last month, 87% were paid at the reduced
rate, 11% paid the full rate, and the remaining 2% paid the increased rate
from Charge Certificate onwards. Total income cleared from these PCNs
was £3,546 in May 2014. The following pie chart indicates the number of
PCNs which have been paid at each price level during this time.
6.2 The graph below indicates the reasons for PCN issue. The majority of
drivers continue to receive their PCNs for parking without clearly
displaying a valid pay and display ticket or for parking after the expiry of
the paid for time.
(Appendix Two illustrates the contravention codes).
6.3 The graph below shows the 10 car parks across Worthing Borough with
the least compliance. As this shows, the car park which saw least
compliance was Beach House East at this time.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
6.4 During May 2014, there were no Off-Street PCNs spoilt. The target level
for the quantity of PCNs spoilt in the fourth year is just 0.5%. This KPI has
therefore been met.
7. PCN Appeals
7.1 There were a total of 48 informal (1st stage with NSL) challenges against
PCNs this month, which is 11 more than the previous month and 16 more
than the same month in the previous year. Of these informal challenges
received, 56% have currently been accepted and 44% have been rejected.
7.2 WBC received 9 formal (2nd stage) representation this month, which is 1
more than the previous month and 8 more than the same month in the
previous year. The statistics can be seen in the following graph. Of these
formal representations received, 67% have been accepted and 33% were
rejected.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
7.3 Three PCNs were cancelled because of CEO error this month, which is
shown in the following graph. The target for this is to be less than 0.5% -
although this was just three CEO errors, the target has not been met, due
to a 1.80% error rate.
7.4 May 2014 saw 1 new appeal received through the Independent Parking
Adjudication Service (known as Traffic Penalty Tribunal). In the last 6
months, 5 cases have gone to the adjudicator – a total of 0.55% of all
PCNs issued in the same period.
7.5 The following graph shows the results of TPT cases per month over the
last 6 months. As this shows, TPT has rejected 60% of cases in favour of
WBC, accepted 20% in favour of the appellant, and all other decisions are
still currently awaiting decisions.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
7.6 The PSM monitors first stage appeal responses through an additional KPI.
This looks to ensure that the quality of responses to informal challenges is
appropriate in terms of content and decision made. Of all PCNs issued,
the target is to have to cancel no more than 0.1% of PCNs because of
inappropriate responses to challenges which would otherwise have been
pursued. This KPI has been met this month, with no inappropriate
responses.
8. Pay on Exit / Pay and Display
8.1 The following graphs show that there were 12 suspected faults with the
Pay on exit machines, not no faults with the P&D equipment in this month,
all of which were fixed the same day. The pay on exit machines are being
replaced throughout June / July and the pay and display machines are
currently being monitored as they are at the end of their life.
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
9. Season Tickets
9.1 There were 294 season tickets held in WBC Car Parks in May 2014 as
follows:
9.2 Income from season tickets this month totalled £12,790 .
Mandy Ainsworth
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Parking Services
May 2014
Performance Management Report
10. Environment
10.1 There were no new lining errors or signing errors identified across WBC
Car Parks in May 2014, although the PSM is scheduled to complete a full
site audit in June 2014 with the CPOO.
11. Finance Report
11.1 The following pages show a breakdown of income taken per day for
Season Tickets, PCNs, plus Pay on Exit / Pay and Display income for May
2014.
Mandy Ainsworth
Page 13 of 17
Parking Services
May 2014
Performance Management Report
PARKING SHOP REVENUE BREAKDOWN
Season tickets
Amelia Scratch Cards
PCN's (UW)
Totals
REFUNDS
Grand
DATE
Cash
Cheque
PDQ
Cash
Cheque
PDQ
Cash
Cheque
PDQ
Cash
Cheque
Card
Total
01/05/2014
£0.00
£0.00
£15.00
£0.00
£0.00
£0.00
£0.00
£0.00
£50.00
£0.00
£0.00
£0.00
£65.00
£65.00
02/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£50.00
£0.00
£0.00
£0.00
£50.00
£0.00
£50.00
03/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
04/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
05/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
06/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£25.00
£0.00
£0.00
£0.00
£25.00
£0.00
£0.00
£25.00
07/05/2014
£0.00
£0.00
£0.00
£6.00
£0.00
£0.00
£35.00
£0.00
£35.00
£0.00
£41.00
£0.00
£35.00
£76.00
08/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
09/05/2014
£0.00
£0.00
£0.00
£6.00
£0.00
£0.00
£25.00
£0.00
£0.00
£0.00
£31.00
£0.00
£0.00
£31.00
10/05/2014
£0.00
£0.00
£0.00
£12.00
£0.00
£0.00
£0.00
£25.00
£70.00
£0.00
£12.00
£25.00
£70.00
£107.00
11/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
12/05/2014
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£2.00
13/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
14/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£70.00
£0.00
£0.00
£0.00
£70.00
£0.00
£0.00
£70.00
15/05/2014
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£0.00
£25.00
£0.00
£0.00
£2.00
£25.00
£0.00
£27.00
16/05/2014
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£25.00
£0.00
£0.00
£0.00
£27.00
£0.00
£0.00
£27.00
17/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£25.00
£0.00
£0.00
£0.00
£25.00
£25.00
18/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
19/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
20/05/2014
£15.00
£0.00
£0.00
£6.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£21.00
£0.00
£0.00
£21.00
21/05/2014
£15.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£60.00
£0.00
£15.00
£0.00
£60.00
£75.00
22/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
23/05/2014
£22.50
£0.00
£0.00
£2.00
£0.00
£0.00
£0.00
£0.00
£25.00
£0.00
£24.50
£0.00
£25.00
£49.50
24/05/2014
£15.00
£0.00
£0.00
£2.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£17.00
£0.00
£0.00
£17.00
25/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
26/05/2014
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
27/05/2014
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£2.00
£0.00
£0.00
£2.00
28/05/2014
£0.00
£0.00
£0.00
£6.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£6.00
£0.00
£0.00
£6.00
29/05/2014
£0.00
£0.00
£48.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£48.00
£48.00
30/05/2014
£15.00
£0.00
£15.00
£6.00
£0.00
£0.00
£0.00
£0.00
£25.00
£0.00
£21.00
£0.00
£40.00
£61.00
31/05/2014
£15.00
£0.00
£15.00
£2.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£17.00
£0.00
£15.00
£32.00
TOTALS
£97.50
£0.00
£93.00
£56.00
£0.00
£0.00
£180.00
£100.00
£290.00
£0.00
£333.50
£100.00
£383.00
£816.50
Mandy Ainsworth
Page 14 of 17
Parking Services
May 2014
Performance Management Report
EXTERNAL PAYMENTS
P&D
Web
Phone
BAILIFF
Bacs
TOTAL
Income
DATE
01/05/2014
£100.00
£50.00
£0.00
£0.00
£12,624.00
£12,774.00
02/05/2014
£25.00
£75.00
£0.00
£0.00
£1,157.35
£1,257.35
03/05/2014
£0.00
£25.00
£0.00
£0.00
£0.00
£25.00
04/05/2014
£0.00
£60.00
£0.00
£0.00
£0.00
£60.00
05/05/2014
£75.00
£0.00
£0.00
£0.00
£0.00
£75.00
06/05/2014
£60.00
£0.00
£0.00
£0.00
£31,829.25
£31,889.25
07/05/2014
£25.00
£25.00
£0.00
£0.00
£0.00
£50.00
08/05/2014
£175.00
£0.00
£0.00
£0.00
£8,981.30
£9,156.30
09/05/2014
£25.00
£75.00
£0.00
£0.00
£3,836.55
£3,936.55
10/05/2014
£110.00
£25.00
£0.00
£0.00
£0.00
£135.00
11/05/2014
£50.00
£25.00
£0.00
£0.00
£0.00
£75.00
12/05/2014
£50.00
£75.00
£0.00
£0.00
£18,584.40
£18,709.40
13/05/2014
£125.00
£35.00
£0.00
£0.00
£0.00
£160.00
14/05/2014
£50.00
£110.00
£0.00
£0.00
£7,573.10
£7,733.10
15/05/2014
£0.00
£0.00
£0.00
£0.00
£11,539.00
£11,539.00
16/05/2014
£0.00
£75.00
£0.00
£0.00
£1,043.40
£1,118.40
17/05/2014
£25.00
£25.00
£0.00
£0.00
£0.00
£50.00
18/05/2014
£100.00
£0.00
£0.00
£0.00
£0.00
£100.00
19/05/2014
£25.00
£100.00
£0.00
£0.00
£26,266.15
£26,391.15
20/05/2014
£100.00
£25.00
£0.00
£0.00
£0.00
£125.00
21/05/2014
£110.00
£0.00
-£82.00 £0.00
£0.00
£28.00
22/05/2014
£50.00
£0.00
£0.00
£0.00
£18,429.95
£18,479.95
23/05/2014
£50.00
£60.00
£0.00
£0.00
£0.00
£110.00
24/05/2014
£50.00
£0.00
£0.00
£0.00
£0.00
£50.00
25/05/2014
£82.00
£0.00
£0.00
£0.00
£0.00
£82.00
26/05/2014
£100.00
£0.00
£0.00
£0.00
£0.00
£100.00
27/05/2014
£95.00
£0.00
£0.00
£0.00
£29,784.30
£29,879.30
28/05/2014
£50.00
£0.00
£164.00 £0.00
£0.00
£214.00
29/05/2014
£172.00
£75.00
£0.00
£0.00
£11,693.35
£11,940.35
30/05/2014
£0.00
£25.00
£0.00
£0.00
£0.00
£25.00
31/05/2014
£25.00
£25.00
£0.00
£0.00
£622.75
£672.75
TOTALS
£1,904.00
£990.00
£82.00
£0.00
£183,964.85
£186,940.85
Mandy Ainsworth
Page 15 of 17
Parking Services
May 2014
Performance Management Report
Appendix One: Contravention Codes
On Street Offence Codes
Higher / Offence Offence Name (Long Legal Description)
Lower
Code
Higher
01
Parked in a restricted street during prescribed hours
Higher
02
Parked or loading/unloading in a restricted street where waiting and loading/unloading
restrictions are in force
Lower
05
Parked after the expiry of paid for time
Lower
06
Parked without clearly displaying a valid pay & display ticket or voucher
Lower
07
Parked with payment made to extend the stay beyond initial time
Lower
11
Parked without payment of the parking charge
Higher
12
Parked in a residents' or shared use parking place or zone without clearly displaying either a
permit or voucher or pay and display ticket issued for that place
Higher
16
Parked in a permit space without displaying a valid permit
Lower
19
Parked in a residents' or shared use parking place or zone displaying an invalid permit, an
invalid voucher or an invalid pay & display ticket
Higher
21
Parked in a suspended bay or space or part of bay or space
Lower
22
Re-parked in the same parking place or zone within one hour* of leaving
Higher
23
Parked in a parking place or area not designated for that class of vehicle
Lower
24
Not parked correctly within the markings of the bay or space
Higher
25
Parked in a loading place during restricted hours without loading
Higher
26
Parked in a special enforcement area more than 50cm from the edge of the carriageway and
not within a designated parking place
Higher
27
Parked in a special enforcement area adjacent to a dropped footway
Lower
30
Parked for longer than permitted
Higher
40
Parked in a designated disabled person’s parking place without displaying a valid disabled
person’s badge in the prescribed manner
Higher
42
Parked in a parking place designated for police vehicles
Higher
45
Parked on a taxi rank
Higher
46
Stopped where prohibited (on a red route or clearway)
Higher
47
Stopped on a restricted bus stop or stand
Higher
48
Stopped in a restricted area outside a school when prohibited
Higher
49
Parked wholly or partly on a cycle track or lane
Off Street Offence Codes
Higher / Offence Offence Name (Long Legal Description)
Lower
Code
Lower
73
Parked without payment of the parking charge
Higher
74
Using a vehicle in a parking place in connection with the sale or offering or exposing for sale of
goods when prohibited
Lower
80
Parked for longer than the maximum period permitted
Higher
81
Parked in a restricted area in a car park
Lower
82
Parked after the expiry of paid for time
Lower
83
Parked in a car park without clearly displaying a valid pay & display ticket or voucher or
parking clock
Lower
84
Parked with additional payment made to extend the stay beyond time first purchased
Higher
85
Parked in a permit bay without clearly displaying a valid permit
Lower
86
Parked beyond the bay markings
Higher
87
Parked in a designated disabled person’s parking place without displaying a valid disabled
person’s badge in the prescribed manner
Higher
89
Vehicle parked exceeds maximum weight or height or length permitted in the area
Lower
90
Re-parked within one hour* of leaving a bay or space in a car park
Higher
91
Parked in a car park or area not designated for that class of vehicle
Higher
92
Parked causing an obstruction
Lower
93
Parked in car park when closed
Lower
95
Parked in a parking place for a purpose other than the designated purpose for the parking
place
Lower
96
Parked with engine running where prohibited
Mandy Ainsworth
Page 16 of 17
Parking Services
May 2014
Performance Management Report
Appendix Two: Glossary of Terms
WBC
-
Worthing Borough Council
NCP
-
NCP Limited
NSL
-
NSL Services Group
CPE
-
Civil Parking Enforcement
Dft
-
Department for Transport
CPA
-
Civil Parking Area
TPT
-
Traffic Penalty Tribunal
PSM
-
Parking Services Manager
PST
-
Parking Services Team
CPOO
-
Car Parks Operations Officer
PPO
-
Principal Parking Officer
PCN
-
Penalty Charge Notice
P&D
-
Pay and Display
PCN
-
Penalty Charge Notice
KPI
-
Key Performance Indicator
FOI
-
Freedom of Information
HHC
-
Hand Held Computer
VRM
-
Vehicle Registration Mark
RTA
-
The Road Traffic Act 1991 (Part 6) – applies to PCNs
issued prior to 31/03/08.
TMA
-
The Traffic Management Act 2004 – applies to PCNs
issued from 31/03/08.
MSCP
-
Multi-Storey Car Park
Mandy Ainsworth
Page 17 of 17