Chapter 3 - Torbay Council

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Chapter 6 Parking Enforcement Service Chapter 6 Parking Enforcement Service Parking Enforcement Contract with NSL Ltd Within the Councils objectives stated earlier in this report the Council awarded a five year contract for the supply of parking enforcement services in Torbay. This contract was originally awarded to National Car Parks (NCP) in April 2005 to run until the end of March 2010 following a successful tender process. In early April 2009 NCP was re-named NSL Ltd after a sale of the company’s assets. NSL provided staff under the following structure plus accommodation, uniforms, stationery and all elements associated with the issuing of Penalty Charge Notices in Torbay. page 22 � Contract Manager � Operations Support Manager � 2 Supervisors � 3 Senior Civil Enforcement Officers � 17 Civil Enforcement Officers The relationship between the Council and NSL was based on a partnership approach through regular contract meetings and daily liaison between the Councils Parking Operations Officer and the NSL Contract Manager. The contract for the provision of parking enforcement was based on a number of deployed Civil Enforcement Officer hours and the payment for the service was based on NSL achieving 95% each month for the deployment of these hours. Due to the seasonal nature of Torbay and the large influx of people during the summer more hours were deployed during the summer than the winter months. These hours are split as follows: May to September - 17,389 October to March – 14,647 The issuing of Penalty Charge Notices (PCNs) is a result of patrols by Civil Enforcement Officers across Torbay. However there has, and continues to be, no incentive for Civil Enforcement Officers to issue large number of PCNs and there is no link between their remuneration and the number of PCNs they issue. It was important to the Council that when writing the contract for parking enforcement that there was to be no link of this nature. There is though a quality mechanism for ensuring that the Penalty Charge Notices issued are of a good quality and correctly issued. Civil Enforcement Officers use a handbook in order to undertake their Torbay Council Parking Annual Report 2010
duties effectively and this handbook is issued by Torbay Council which lays out guidelines for how PCNs should be issued. The Council undertakes regular monitoring of the contract to ensure a quality service is provided, regular monitoring identifies shortcomings early on before problems can occur, then staff can be retrained. Contract monitoring includes: � Use of computer data and analysis from Civil Enforcement Officers handheld computers used on patrol. � Information from Civil Enforcement Officer handbooks completed everyday when on patrol. � Regular contract meetings between the Council and NSL Services. � Feedback from customers. � Challenge process from the issuing of Penalty Charge Notices. Closing Down of the Enforcement Contract Following a review of parking enforcement by Members it was decided by a meeting of the Cabinet and the Elected Mayor in July 2009 to commission the enforcement service back in house. As the contract with NSL was to end in March 2010 it was decided not to tender for the service again. Chapter 6 Parking Enforcement Service The Council was very pleased with the performance of the enforcement contract and would recommend NSL to other parking operators. However following a financial analysis of the contract it was discovered that by removing a number of tiers of management from the contract and merging the enforcement service into the Councils Parking Team efficiencies could be achieved. These benefits were compounded by the ability to directly control the day to day deployment of the Civil Enforcement Officers and to clearly communicate the main corporate priorities of the Council. Enforcement Requests It is common that we receive requests from the public both verbally and in writing regarding requests to undertake parking enforcement in a certain area. In 2009/10 we received 138 requests for parking enforcement. Each request is logged by the Parking Administration Team and details are taken of the offence including vehicle details and then this information is passed immediately to the nearest Civil Enforcement Officer. When the Officer attends they will move the vehicle on or as a last resort issue a Penalty Charge Notice. Calls are prioritised according to the importance of the parking restriction, for example calls complaining about bus stops are dealt with first before complaints regarding vehicles overstaying time limits in free parking areas. Torbay Council Parking Annual Report 2010 page 23
Page 1 and 2: Parking Annual Report 2009/2010
Page 3 and 4: Contents Introduction by Chris Lewi
Page 5 and 6: Introduction by Chris Lewis - Deput
Page 7 and 8: Chapter 1 Geography and Demographic
Page 9 and 10: 3. Supporting the free flow of publ
Page 11 and 12: On Street Pay and Display Parking O
Page 13 and 14: Parkmark The recognised standard fo
Page 15 and 16: Surface Level Car Parks: TORQUAY Na
Page 17 and 18: Chapter 4 Partnerships Torbay Carni
Page 19 and 20: In Partnership with the British Par
Page 21: nationally funded charity events co
Page 25 and 26: No. of PCNs 4,000 3,500 3,000 2,500
Page 27 and 28: Chapter 7 Parking Administration Se
Page 29 and 30: Refused 46% contraventions issued.
Page 31 and 32: nearby hotels. Two pay stations wer
Page 33 and 34: Chapter 9 The Future Persistent Eva
Page 35 and 36: Chapter 10 End of Year Accounts Exp
Page 37 and 38: Appendix 2 Appendix 2 Penalty Charg
Page 39 and 40: Appendix 3 NCP/NSL Contract Payment
Page 41 and 42: Appendix 4 £1,000,000 £900,000 £
Page 43 and 44: Appendix 6 Events 2009/10 DATE 4 Ap
Page 45 and 46: DATE 30 August EVENT & VENUE SUPPOR
Page 47: Glossary of Terms served or if the

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