challenges facing express delivery services in canada's urban centres

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Institute of Housing & Mobility Challenges facing the EDS industry in Canada's urban centres It was also surprising to learn most managers were not aware of the number of couriers entering their premises. Only one property out of 25 surveyed had a central shipping area to receive deliveries (including couriers) and distribute them throughout the building. This is advantageous for the couriers who may not have to run from floor to floor delivering or picking up packages. A few buildings spoke about past issues with couriers in their buildings. These issues ranged from damage of building property to disputes with loading dock hands. Another very positive approach taken by some buildings with public parking facilities is to offer a certain time of free parking (often a half hour). While this service is not restricted only to couriers, the limited time allowed makes it clear that couriers may be the targeted market. This strategy is strengthened by also offering reserved parking spaces for couriers within the parking lot allowing the couriers a spot often near the elevators where they can stop, make a delivery, and leave without worrying about receiving a ticket. Site visits and findings The visit to the survey sites contributed to an improved understanding of ground realities at the 25 buildings. The visual inspection of access and egress routes helped the team develop a better understanding of the constraints faced by the couriers and same day messengers. A key observation that emerged from the site surveys suggested that the underground parking lots often prevented courier vehicles to enter because of height restrictions. The project team also observed that the property managers' understanding of how the building behaves may not necessarily be accurate. For instance, the property managers during surveys revealed that deliveries through the front lobby were discouraged and were allowed for only for high priority deliveries. However, our conversations with security guards revealed that regular deliveries were made through the main entrance. Key findings from individual site visits are presented in the following paragraphs. The visits to the 25 sites revealed different practices at the large, midsize, and smaller buildings. It was observed that large complexes had more structured procedures for couriers and same day messengers. Whereas midsized and smaller buildings operated on ad hoc principles. The largest complex surveyed was the TD Centre, comprising 4.3m sq. feet of rental space. Here, the couriers did not use the loading dock. Instead couriers parked in designated spots located next to the garage (Figure 13). Unlike other large complexes where couriers delivered to the main desk, couriers at the TD Centre delivered directly to the tenants. The staff on-site complained about couriers parking in spots designated for tenants. Page 32
Institute of Housing & Mobility Challenges facing the EDS industry in Canada's urban centres FIGURE 13: LOADING AREA FOR COURIERS AT TD CENTRE OFF WELLINGTON STREET 25 King St. W., also known as Commerce Court, was the second largest building complex with 1.7m sq. feet of space over 57 floors. Couriers were heading straight to the loading dock. We observed that Purolator had rented space in the loading dock from where it operated a depot for the packages heading to financial district. Currently there is no central shipping/receiving for the buildings, but there are plans to possibly put one in place in 2009. The building administration at present offers a service for accepting deliveries, however most deliveries are made directly to the tenants, some of whom have their own central mail rooms. The building administration expects resistance to the idea of a centralized depot to receive all deliveries. However, property managers believe that the centralized depot is likely to improve service for both couriers and the tenants. Scotia Plaza, 40/44 King St. W. and 11 Adelaide Street, is another large complex of three buildings with 2.5m sq. feet of space. The building does not allow direct delivery to higher floors. However, some exceptions are permitted. Most courier vehicles were seen parked in the large loading dock. However, some high-priority couriers had clearance to park in front of this building. The staff on-site advised us that the tenants were happy to continue preventing the couriers and same day messengers from having access to the floors. Page 33
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