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Annual14-15 Rep rt

Parking & Transportation Services | The University of Texas at Austin

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Integrity Mutua Transportation Adap Professionalism COMMUNI TEAMWORK PARKINGSAFETY CAMPUS ACCESS CUSTOMEREFFICIENT ENVIRONMENTAMOBILITY PROFESSIONALISTEAMW INTEGRITYPARKING ADAPTABCOMMUNICATIONS TRANSportSERVIC SAFEEFFICIENT RETRANSPCUSTOMINTEGR

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Director’s LetterIt is always an honor to introduce a report that highlights the success of Parking and Transportation Services over the last year, as it is a result of the hard work and dedication of our team. Through the introduction of several new services, especially online services, the department has improved our efficiencies over the past year. PTS also has worked hard to ensure that we utilize as many methods as possible to communicate back to the campus community. This year, the department introduced large “windmaster” signs that allow us to convey a variety of messages across campus.

As always, PTS remained customer focused to ensure the best possible parking experience for the campus. With fewer than 16,000 total parking spaces and in excess of 70,000 faculty, staff, and students, maintaining the focus on the customer is vital to any success we achieve. PTS continued its focus on sustainability through the installation of the first electric vehicle charging stations on campus in conjunction with Austin Energy. The department also increased bicycle rack space tremendously during the year.

Finally, PTS engages not only our customers but also our staff. By offering training and advancement opportunities, we create a productive work environment where PTS employees have the chance to learn new skills and advance. This message then flows from our employees back to our customers. The result is a department that makes me proud. Its successes are based on the collective effort of our team and this report highlights and celebrates those victories.

Bobby StoneDirectorParking and Transportation ServicesThe University of Texas at Austin

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Table of Content3 Director’s Letter

6 PTS is Efficient

8 PTS is Communicative

10 PTS is Customer Focused

12 PTS is Green

14 PTS is Engaged

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Statistics16 Bike

18 Fleet

19 Transportation Ridership

20 Permits

22 Parking Inventory

23 Appeals

24 Financial Highlights &

Staff Statistics

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PTS is

PTS was able to increase efficiency and minimize staff needs using technology, which also brought more convenience to customers. This year, we achieved this through:

Online Event SalesPTS partnered with Click and Park to sell event parking online at the end of 2012. We introduced this option for limited events, just selling 3% of event parking online. This past

year, we started making Click and Park available for all events and even for winter, spring, and summer break

temporary parking. Creating a more automated event experience means fewer staff required in the field, less cash and liability, easier revenue tracking, and increased customer convenience. We have tripled the event parking sold online this past year

to 9%, collecting $126K through Click and Park.

Online Share Pass RechargeThe UT Share Pass allows faculty and staff the ability to use a debit card to access garages. They can choose what balance they want on the card and the entrance fee is deducted

upon swiping the card at the garage gate. This allows occasional car users the ability to park at rates discounted from daily ticket rates. UT Share Pass holders enjoyed more convenience this year when we added the requested feature to recharge share passes online. In the past, they had to go to the nearest staffed garage office during office hours to recharge. Now, they can simply access their online parking profile through our website and recharge from the convenience of their mobile device or computer 24/7.

Staff ConsolidationIn an effort to maximize staff resources and run efficient operations, PTS unstaffed two more garages this year: San Antonio Garage in June and San Jacinto Garage in August.

EFFICIENT

9%Event Parking Sold Online

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We now have four out of nine garages unstaffed including Guadalupe and 27th Street. To ensure customer needs are still met, each entrance lane, exit lane, and pay machine in these garages is equipped with a phone system that contacts a neighboring garage. We also saved on staff resources by changing the office hours of our staffed garages. We used to staff garages until 7p.m. or midnight, depending on the garage. We changed office hours of all staffed garages, except the Conference Center Garage (CCG), to the regular business hours of Monday through Friday 8a.m.-5p.m. CCG is open 24/7, offering a location for boot payments as well as citation and permit services.

Pay in LanesWith decreasing garage staff, it was more important than ever to offer services online and automate garage payment at the exits. This year, we completed the transition to ExpressParc® Exit Pay Credit Card Stations at the exits of our garages. They allow the customer to drive directly to the exit to make payment rather than having to go to the Pay On Foot (POF) machines or go to the cashier window. ExpressParc® accepts entry tickets and validation coupons, calculates parking fees, accepts and processes credit cards, and issues receipts. These new machines provide a more convenient payment option for our customers.

Enforcement iPadsAnother area where we took advantage of better technology was in enforcement. We replaced the old enforcement handhelds with iPads. With the new iPads, we were able to have citations and photos uploaded to our database within ten minutes instead of the daily batching process we had on our handhelds. This allowed customers to more quickly resolve citations and for cashiers and managers to be able to discuss with a customer their citation received on the same day. It also allowed real-time chalking information, such as that used to note when a vehicle parked in a loading zone, that could be shared across all iPads. This meant that enforcement districts and shifts could overlap in an area. Another benefit of the iPads is that it provides better communication channels. All parking enforcement attendants could access their email and communicate with each other in the field, rather than being limited to radio.

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An organization lives or dies by its ability to communicate, as it affects every aspect of daily operations from customer service to employee engagement. This year, we improved our communication in the following areas:

New SignageWhile PTS is no stranger to placing signage around campus, PTS introduced a more widespread, larger format of signage. We purchased 175 windmaster frames to hold 28x44” signage. We also purchased a wide format printer, allowing us to have the capabilities to produce large full color signs in house. Our goal with this transition was to use the space on campus for a variety of messages, bringing costumer focus and professional branding to PTS. We have gone from just plain regulatory and directional signs to eye-catching messages about permit availability and renewals, twitter, daily parking, safety messages, and bus and bike services, among others.

PTS isCOMMUNICATIVE

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Social MediaWhen PTS’s twitter accounts (@utaustinparking, @utshuttles,

@bikeUT) were introduced several years ago, we only used it as one-way communication and had a variety

of people overseeing each account. This year, we designated one primary person to oversee all accounts. This allowed for more consistent updates, more targeted retweets, and two-way communication with customers. On our main

parking account, we gained two to four followers per day, our profile visits are sitting at a 70% increase,

and our mentions are up 50% since making this change.

EmailWe expanded our efforts in email communication as well. To help target those specifically affected by baseball, softball, and Erwin Center events, PTS created a couple email lists that campus members can subscribe to for parking information in these areas. We posted these lists to our event disruption page, emailed the list information with other notices, and placed signage leading up to and during events in affected lots. We also have more consistent construction updates via email and our website.

Internal CommunicationWe took a new approach to event communication, looking at every aspect from the PTS employee to the temporary employee to the event attendee. With football leading the way, we created packets based on employee position so that a supervisor, event cashier, and temporary employee were all provided information about their responsibilities and procedures to follow for a given event day. Everything from who to allow into a lot to where cones and signage were to be placed were included in the packets. We also provided maps and guides related to the event venue so that our employees could more easily assist event attendees and provide Texas Hospitality.

70%

VISITS TO@utaustinparking

Twitter

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PTS is

The PTS customer base includes students, faculty, staff, visitors, departments, contractors, and event attendees, to name a few. Along with technology and communication improvements for customers, we also had improvements in the areas of:

Increased Auto AssistanceOur Longhorn Auto Assistance Program (LAAP) continues to help thousands of community members each year when individuals lock their keys in their vehicle or their vehicle needs a jumpstart. This year, we added jump boxes to carts in each enforcement district. Having more vehicles equipped for jumpstarts spread across campus improved battery assist response time.

Visitor GuidanceMore than just traffic management, our kiosks serve as the gateways to campus with kiosk guards as visitor ambassadors. They offer visitors directions to their destinations as well as information on where to park and how to avoid citations. To further enhance customer service this year, PTS partnered with the Visitor Center to distribute maps and visitor guides at the kiosks.

CUSTOMER FOCUSED

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Automotive Shop AmenitiesThe Manor Rd Automotive Shop, where University Fleet Operations provides mechanical repairs and fueling services, received some upgrades for customers this past year. The self-serve vacuums were replaced. The vacuums, along with the recently upgraded car wash, were expanded to be available to all Voyager card customers. This allowed other state agencies to make use of the facilities, serving the same customer base as the rest of the Automotive Shop.

Departmental Fleet ReportingPTS enhanced the university fleet database CARMA (Customer Automotive Records Maintenance Access) this past year. University departments had new capabilities to track their costs and usage through CARMA. A department can now enter a date range and receive a list of every piece of equipment they own and the costs associated with fuel, as well as work order parts and labor costs for the date range specified. This tool will provide valuable to departments when budgeting the use of their vehicles.

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PTS is

Our Green on the Go program actively promotes and provides amenities for transportation that reduces congestion and limits vehicle pollution. This year, we focused on bicycles and electric vehicles with:

Increased Bike ParkingBicycles are becoming an increasingly popular mode of

transportation at the university. With this popularity comes an increased demand for bicycle parking. We made a big push to meet the demands for bicycle parking this year, purchasing and installing 100 new bike racks. Over the past year, this has increased the number of bicycle parking spaces by nearly 30%.

Orange Bike Project LocationIn recent years, PTS began managing the Orange Bike Project, the university community’s bike shop, where cyclists can rent bikes or use tools to repair and maintain their bikes. This year, we found a much needed permanent location for the shop in the ground floor of the 27th Street Garage (TSG). Located in the northwest end of campus, TSG provides easy access for one of the most concentrated dorm resident areas.

GREEN

30%

BicycleParking Spaces

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Electric Vehicle Charging StationsPTS teamed up with Austin Energy and ChargePoint to bring four new electric vehicle (EV) charging stations to the university. On main campus, the stations are located on the 4th floor of the San Antonio Garage. At the university’s J. J. Pickle Research Campus, the stations are located in Lot 202. Following the push to increase sustainability on campus, the new stations are expected to influence faculty, staff, and students to see their futures in a whole new way by introducing the campus community to new eco-friendly technologies and exposing them to the benefits of electric vehicles.

Decreased Fleet Cars and TrucksOur fleet division works with departments across campus

to decrease the number and age of their departmental vehicles. This has been achieved through encouraging the use of Zipcar, vehicle consolidation, and transitioning out cars and trucks for electric carts. Not only are zero-emission electric carts ecofriendly, they require less space. This past year, a net of 9 vehicles

were disposed and a net of 12 carts were acquired. Of the 354 carts in the university fleet, 58% are now electric.

58%of UT carts are

electric

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PTS is

There is no customer service, communication, or efficiency in an organization that lacks employee engagement. Employees are the bridge between our department and our customers. This year, we improved employee engagement by focusing on:

Advancement OpportunitiesPTS developed four new Parking Enforcement Assistant II (PEA II) positions. More positions within the enforcement division provide the opportunity for advancement to employees and the opportunity for PTS to retain talent. PEA IIs were developed to give supervisory assistance at the discretion of the on-duty supervisor, or in the absence of a supervisor. They also lead daily briefings and collect statistics for lot utilization.

Training and EducationPTS is committed to sending all employees to education classes on a consistent basis. Each year, our employees take classes offered at the university on topics like communication, customer service, dealing with stressful situations, conflict resolution, and training for various software programs. Additionally, we sent our employees to transportation and parking conferences for education sessions and benchmarking opportunities. This year, we also took advantage of the Disney Institute leadership and quality service training offered through the university’s Athletics Department. This training was instrumental in PTS bringing “Texas Hospitality” to football fans and elevated our customer service in events throughout the year. Finally, we introduced our new Cast a Shadow Program, which allows employees to gain job experience and knowledge about a particular job/position within the PTS organization by observing trained and experienced employees. The goal is to build relationships within PTS, create a greater sense of connection, and empathy for fellow coworkers. It engenders a culture of belonging to PTS. A byproduct of this program is an increase in communication at all levels.

CertificationsWe supported several employees in certification endeavors in their respective fields. Two of our managers, Linsey Duett and Dennis Delaney, spent

the last year attaining their Certified Administrator of

ENGAGED

2Newly CAPP

certifiedmanagers

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Public Parking (CAPP) accreditations. CAPP is offered through the International Parking Institute and respected worldwide as the leading credential in parking. We also had members of our Fleet Automotive Shop add to their Automotive Service Excellence (ASE) certifications. We

now have four ASE certified Master Technicians on staff.

RecognitionTwo of our employees were recognized by their supervisors, peers, and customers for their hard work and dedication. Joe Gregory, maintenance supervisor, was honored with Texas Parking and Transportation Association’s “Employee of the Year,” an award only given to a single parking employee throughout the state. Mike Shaw, parking enforcement attendant, also shined when he took home “The Eyes of Texas Excellence Award.” At the 21st Street kiosk, Mike greets everyone with a smile and an enthusiastic Hook ‘em Horns. Student members of The Eyes of Texas, an anonymous campus organization, recognized Mike for contributing to student life. He was the first PTS employee to receive this honor. Both Joe and Mike were also awarded University Operations’ annual SLICE award for their service, leadership, innovation, creativity, and excellence.

4ASE certified

Master Technicians

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Bike Registration

Bike Parking

NEW ACTIVE

AY 14/15 1,855 7,416

AY 13/14 1,404 8,187

AY 12/13 1,802 9,750

AY 11/12 2,355 10,903

AY 10/11 2,626 11,563

LOCKERS RACKS TOTAL CAPACITY

AY 14/15 64 535 6,723

AY 13/14 64 582 5,216

AY 12/13 64 582 5,216

AY 11/12 64 554 4,802

AY 10/11 64 476 4,386

BIK

E

TOTAL CAPACITY 14/15

New

Active

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Summer Bike Auction (2015) Past Bike Auctions

# OF BIKES FOR AUCTION

200

# SOLD

200

HIGH BID

$400

AVERAGE BID

$62

TOTAL SALES

$12,482

# of Bikes for Auction # Sold

100

150

200

05 06 07 08 09 10 11 12 13 14SUMMER

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$50

$100

$150

$200

$250

$300

$350

$400

05 06 07 08 09 10 11 12 13 14SUMMER

15

$40

$60

$80

05 06 07 08 09 10 11 12 13 14SUMMER

15

$3,000

$6,000

$9,000

$12,000

05 06 07 08 09 10 11 12 13 14SUMMER

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Vehicle Inventory

Auto Shop Work Orders

Dispensed Fuel

Cart Inventory

Equipment Class# of Units Avg. Age in Years

AY 12/13 AY 13/14 AY 14/15 AY 12/13 AY 13/14 AY 14/15

Passenger Cars 40 40 38 8.10 6.97 6.42

Heavy Duty Trucks 18 15 15 17.22 9.83 8.18

Sport Utility Vehicles 88 97 96 8.25 7.93 7.90

Cargo Vans 73 73 74 9.09 10.19 10.26

Light Duty Trucks 165 157 158 9.08 9.96 10.18

Light/Medium Trucks 109 91 91 11.82 11.75 11.75

Medium Duty Trucks 31 30 30 13.07 12.81 12.90

Mini-Vans 74 67 64 11.46 11.26 11.20

Buses <15 Passengers 1 1 0 10.00 11.00 0.00

Buses >29 Passengers 1 1 1 17.00 19.42 20.00

Total 600 572 567 10.15 10.04 10.03

# Average Age (yrs)

AY 12/13 AY 13/14 AY 14/15 AY 12/13 AY 13/14 AY 14/15

Gas 125 131 135 6.51 6.78 6.94

Diesel 13 14 15 5.92 6.23 6.93

Electric 187 198 204 5.22 4.75 6.20

Other 0 0 0 0 0 0

FLEE

T

AY 10/11 AY 11/12 AY 12/13 AY 13/14 AY 14/15

Preventative Maintenance

1,482 1,909 2,138 2,276 1,879

Other 2,289 2,177 2,738 1,589 2,085

AY 10/11 AY 11/12 AY 12/13 AY 13/14 AY 14/15

Unloeaded Gas (gallons)

210,887 141,605 131,365 146,209 144,097

Diesel/Biodiesel (gallons)

37,681 35,253 41,750 37,765 38,854

Propane (gallons)

415 1,106 1,075 1,444 1,230

Ethanol E85 (gallons)

- 53,520 62,718 62,507 59,919

TRAN

SPO

RTA

TIO

N

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Vehicle Acquisitions & Disposals

AY 12/13 AY 13/14 AY 14/15

Vehicles

Acquisitions 19 30 21

Disposals 27 24 30

Net -8 6 -9

Carts

Acquisitions 42 26 18

Disposals 7 11 6

Net 35 15 12

Total

Acquisi-tions

61 56 39

Disposals 34 35 36

Net 27 21 3

Transportation Ridership

SHUTTLES MAINLINE E-BUS

AY 14/15 3,979,287 2,254,868 155,470

AY 13/14 4,421,026 2,426,365 169,326

AY 12/13 4,954,515 3,042,924 205,402

AY 11/12 5,144,021 2,858,612 215,305

AY 10/11 5,282,960 2,580,934 208,114

MEMBERS CARPOOLS

AY 14/15 904 367

AY 13/14 1,125 439

AY 12/13 1,186 464

AY 11/12 1,116 430

AY 10/11 1,109 430

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Permits Type & Description

AY 12/13 AY 13/14 AY 14/15

A Faculty/Staff—General Surface $142 $142 $142

AN+ Evening Shift Employee—Garage & Surface $60 $60 $60

AN Evening Shift Employee—Surface $30 $30 $30

C Student—General Surface $120 $120 $120

C+ Student—Surface & Evening Garage $180 $180 $180

D Faculty/Staff with Disabilities $142 $142 $142

D Students with Disabilities $120 $120 $120

E Exercise/Gym Member $120 $120 $120

F Faculty/Staff—Lot Specific $476 $476 $476

F Faculty/Staff—Garage Specific $420 $420 $420

F21 Athletics Faculty/Staff $814 $814 $814

F99 Dean $798 $798 $814

FDP Departmental $476 $476 $476

M Motorcycle $72 $72 $72

N General Evening Surface $36 $36 $36

N+ General Evening Surface & Garage $60 $60 $60

O Administration $814 $814 $814

R Student Univ. Resident—Fall & Spring Semesters for Manor Garage $677 $677 $677

RStudent Univ. Resident—Fall & Spring Semesters for San Antonio,

San Jacinto, Speedway, Or Trinity Garage$705 $705 $705

R Student Univ. Resident—Fall & Spring Sem. for Brazos or 27th St.

Garage$743 $743 $743

R Student University Resident - Single Semester for Manor Garage $376 $376 $376

RStudent Univ. Resident—Single Sem. for San Antonio, San Jacinto,

Speedway, or Trinity Garage$392 $392 $392

R Student Univ. Resident—Single Semester for Brazos or 27th St. Garage $413 $413 $413

Student University Resident—Summer Garage-Specific $170 $170 $170

S Student Commuter—Annual Garage-Specific $602 $602 $602

S Student Commuter—Single Semester Garage-Specific $287 $287 $287

S Student Commuter—Summer Garage-Specific $131 $131 $131

TD Faculty/Staff with Temporary Disabilities $12/mo $12/mo $12/mo

TD Students with Temporary Disabilities $10/mo $10/mo $10/mo

V Vendor $476 $476 $476

VIP VIPs $10* $10* $10*

VSP Visitor Scratch-Off (valid for one day each) $7 $9 $9

*paid by department requesting*paid by department requesting

PER

MIT

S

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Permits Sold

AY 12/13 AY 13/14 AY 14/15

Student

C 5,381 5,300 3,638

C+ 1,282 1,352 1,828

D 100 102 104

M 515 575 543

N 437 487 432

N+ 1,428 1,853 1,814

R 1,669 1,638 1,586

S 2,944 3,550 3,887

TD 54 54 39

Sub-total 13,810 14,911 13,871

Faculty/Staff

A 4,602 5,225 5,223

AN 165 208 253

AN+ 111 157 141

D 295 327 319

F (garage) 4,400 5,818 5,779

F (surface) 1,911 2,117 1,815

F21 86 117 110

F99 18 20 21

M 477 456 459

N 275 251 334

N+ 274 299 369

O 79 87 78

TD 362 427 431

Sub-total 13,055 15,509 15,332

Other

D 13 24 14

E 453 575 547

FDP 254 297 236

M (non-affiliates) 24 22 32

N (non-affiliates) 58 54 63

N+ (non-affiliates) 52 99 121

T 1,518 1,351 1,016

TD 54 54 39

U 112

V 234 230 198

VIP 237 265 324

VSP 2,989 2,683 3,570

Sub-total 5,998 5,654 6,160

Total 32,863 36,074 35,363

PERMITS SOLD TO STUDENTS

13,871

PERMITS SOLD TO FACULTY/STAFF

15,332

PERMITS SOLD TO OTHERS

6,160

TOTAL PERMITS SOLD

35,363

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Parking Inventory

Type AY 10/11 AY 11/12 AY 12/13 AY 13/14 AY 14/15

Surface

A 977 1,038 984 865 924

C 887 865 865 554 554

D 394 440 414 411 377

F 1,785 1,605 1,580 1,472 1,443

F99 17 19 17 20 19

M zones 30 29 28 26 28

O 57 59 58 62 56

Longhorn** 1,960 2,000 2,025 2,663 2,094

Loading Zone 216 214 214 206 184

Meters 54 54 54 46 42

Official Visitor 483 479 470 573 346

Other 421 409 389 373 527

U 435 440 325 362 354

Total 7,716 7,651 7,423 7,633 6,948

D 101 101 101 160 160

U 36 36 36 53 125

Garage

5-min 43 43 43 35 35

Standard 7,979 7,979 7,979 7,987 7,956

Total 8,159 8,159 8,159 8,235 8,276

Total Spaces 15,875 15,810 15,582 15,868 15,224

**available for use to any UT Permit Holder

PARKIN

GAPPEALS

& C

ITATI

ON

SGARAGE VS. SURFACE PERMIT SALES

53%48%45%

Garage Permit Sales Surface Permit Sales

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AY 10/11 AY 11/12 AY 12/13 AY 13/14 AY 14/15

Upheld 3,138 3,474 2,768 2,598 2,173

Reduced 3,012 1,958 1,783 1,497 1,098

Warning 1,479 1,943 2,625 1,868 1,959

Voided 108 103 127 114 95

Total 7,737 7,478 7,303 6,077 5,325

AY 12/13 AY 13/14 AY 14/15

Paid or Resolved 40,553 34,525 34,332

Unpaid or Unresolved 3,701 3,408 2,649

Total 44,254 37,933 36,981

Appeals

Citations

APPEALS 14/15

Upheld

Reduced

Voided

Warning

0

10000

20000

30000

40000

50000

12/131 3/14 14/15

Paid or Resolved Unpaid or Unresolved

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Vending Royalties

Financial Highlights

AY 12/13 AY 13/14 AY 14/15

Coke $154,385 $137,975 $140,208

Pepsi $48,072 $43,113 $38,688

McLiff $120,719 $140,761 $121,536

Total $323,176 $321,849 $300,431

AY 12/13 AY 13/14 AY 14/15

PTS Revenue $15,919,025 $16,325,978 $16,508,599

PTS Operating Expenses $8,665,647 $8,172,890 $8,892,218

Debt Service $6,350,583 $6,422,083 $6,560,805

Funds for Reserves $893,795 $1,731,005 $1,055,576

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Annual Report 14-15