On-street parking management is a critical service in urban environments, but customer interaction points often create friction. From eligibility verification to payment processing, legacy systems and manual reviews make it difficult for municipalities to provide efficient and transparent service. To address these challenges, the citys parking authority leveraged Decisions to automate customer interactions, reduce staff workload, and ensure a seamless user experience across digital and mobile channels.
Challenge
Before Decisions, the parking authority faced:
- Manual verification of resident discounts, often requiring staff intervention.
- Inconsistent customer experiences due to data spread across multiple systems.
- Lengthy application reviews that slowed response times and frustrated residents.
- High operational costs from managing renewals, validations, and customer inquiries manually.
- Revenue leakage from incorrect discount eligibility and missed payments.
Solution
The city implemented customer interaction workflows in Decisions to simplify and automate the end-to-end process:
- Digital intake forms allowed residents and visitors to submit information directly, reducing manual data entry.
- API integrations connected to the GIS system for geofence validation, ensuring residency was accurately determined.
- Address verification services confirmed residential vs. commercial addresses.
- Unified agent screens consolidated all customer data, enabling representatives to resolve inquiries quickly.
- Mobile app integration provided customers with accurate real-time pricing and automated discount application.
- Automated renewals and notifications reminded residents of expiring eligibility and streamlined resubmission.
Differentiators
Decisions was chosen because it offered:
- Rules Differentiators: Centralized rules made it easy to modify eligibility logic without waiting on IT.
- Flow Engine Differentiators: No-code workflows accelerated implementation and reduced development backlogs.
- Integrations: REST API connections ensured seamless interaction with GIS, address validation, and mobile parking systems.
- Decisions UX Builders: Digital forms and consolidated agent dashboards improved both customer-facing and internal experiences.
- Platform Attributes: Secure, modular architecture supported compliance while enabling flexibility for future expansion.