Solutions
Camden Council Parking Solutions
Camden Parking Enforcement – the section of the London Borough Council’s Environment Department responsible for all aspects of parking regulation – was at a low point. A reactive approach to customer service had created serious inefficiencies in the system, while general public hostility had led to a siege mentality among employees both in the office and on the streets. Alligators and swamps came to mind. Camden Council explained its problems in detail to CCI: a holistic view was developed and mapped to a phased transformation programme.
The most public change was rebranding the department to Parking Solutions. Behind the scenes, the organisation’s processes were streamlined and service-oriented to concentrate on effectively meeting stakeholders’ needs. A thorough overhaul of its image was backed by internal changes including a full review and refresh of literature, an intranet site, and the creation of new training modules. Backlogs and inflexible attitudes gave way to fast turnaround times and a proactive approach to customer care. Industry accolades flowed in, together with a change in public perception as plaudits replaced plaintiffs.
“We have changed our people’s understanding of why they are here and eliminated the notion that our customers are irredeemably ‘offenders’. Whether in the office or on the street, our staff have more skills and tools at their disposal than ever before. They are working more efficiently and feel more in control of their own workloads, so their outlook is much more positive. Within the industry and among Council members, we are now regarded as an example of best practice – and this is increasingly the view of our customers too.”
Gary Griffiths
Head of Parking Solutions
London Borough of Camden Council
