Agenda item

PARKING SERVICES - CONTRACTOR PERFORMANCE REVIEW: - APCOA PARKING, JANUARY 23

Minutes:

ES20243

 

The Head of Shared Parking Services attended with Russell Peacock, from APCOA, (Director-Business Process Re-Engineering) and Shaun Price, (for RingGo (Account Director).

 

Mr Price informed the Committee that Ringo processed 200,000 paid parking sessions in Bromley per month. In 2022 the company processed in the region of 107 million transactions nationwide. Ringo was the largest provider of cashless parking sessions within the UK and were currently used by 65% of local authorities in London. They were also used by councils in Kent and Sussex. The Chairman commented that the  Apcoa Report was a good one and indeed one of the better reports that had come to the Committee. He praised the Solar Car Wash initiative that had been developed at Heathrow and asked if Apcoa were planning to do the same in Bromley.

 

The issue of staff turnover was discussed as this was always a challenge in this particular industry. Apcoa had been looking at ways to streamline the recruitment process and also at ways to reduce staff turnover. One of the changes in policy that seemed to work was the introduction of shorter and flexible hours; this seemed to have a positive effect on staffing levels and the retention of staff.

 

Mr Peacock stated that the company was looking at various ways to introduce new income streams. In terms of staffing levels, there was now a waiting list of applicants seeking to join the organisation which had not been the case previously.

 

With respect to staff welfare and training, staff now had to pass a conflict management training course before joining the organisation. Apcoa employees were provided with body worn cameras and a colour coded system in place. A code blue report meant a derogatory comment had been made, a code yellow meant that a member of staff had been verbally assaulted and a code red meant that a member of staff had been physically assaulted.

 

It was asked if the company prosecuted people that assaulted its staff; the  response was that this a matter for the individual. Apcoa felt supported by the police and by the Council. Mental health support was available for staff if required.

 

A discussion took place regarding staff who regularly experienced code red situations, data security issues and occasional connection difficulties when using Ringo. Mr Price responded that they were PCI compliant. It was explained that Ringo had a main server and a back-up server that were located at two different locations and that their upload success was 99.8%. There had never been an occasion when all channels had gone down at once.

 

Apcoa was asked if they paid staff the London Living Wage and the response was affirmative.

 

The Portfolio Holder for Transport, Highways and Road Safety paid tribute to the Civil Enforcement Officers. He said they had a difficult role, working in challenging conditions and also performing a public service. He said that he was impressed with Ringo and the way the company operated; he felt that their systems were efficient. The Portfolio Holder said that he was impressed with the use of the three wheeled vehicle which he had observed recently. He also said that particular problem locations could be ‘blitzed’ with CEOs if appropriate. The Portfolio Holder commented on the importance of explanatory posters and leaflets so that individuals who may never have used Apps before would be able to do so.

 

RESOLVED:

 

That the Portfolio Holder for Transport, Highways and Road Safety be recommended to approve the Communication Plan for the removal of the pay and display machines as outlined in appendix 2 to the Report.

 

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