Professional Documents
Culture Documents
2 Introduction 5
The Council’s Vision 5
Parking: Overview 6
Parking & Enforcement Plan (PEP) 7
The Parking Services Team 8
Parking Services’ Partnerships 11
6 Financial Data 40
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Parking Services: Balance sheet 2009/10 40
Breakdown of Income by Source 41
Our Re-Investment Commitment 41
10 Glossary 69
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1 Introduction by Cllr Feryal Demirci
Last year saw many changes within Parking Services and the Council as a
whole. You may have heard a lot about cuts in the public sector – in response
Parking Services went through a restructure which has consolidated and
streamlined teams. I’m glad to say that this has taken place without affecting
their ability to deliver high quality services. Here are some of the
achievements in 2009/10:
Service First
Greener Hackney
In our efforts to promote a greener Hackney we have replaced all of our old
mains powered pay and display machines with solar powered ones. We
started this process in 2008 when we purchased and installed 148 pay and
display machines. This was done in partnership with other councils to help
achieve savings. In 2009/10 we replaced a further 278 pay and display
machines. The new fleet will significantly reduce the main electrical energy
usage of 166,000KWh per year and as a result reduce CO2 emissions.
Safer Hackney
In our bid to make Hackney safer we introduced a Blue Badge Fraud Team to
tackle blue badge misuse. We also wanted to help improve mobility access
across the borough for those who genuinely have a need for the allocated
disabled parking spaces. To date the blue badge team has had a 100%
success rate for prosecution, exceeding the Cabinet’s expectation.
Annual-Report-200910
disc. These vehicles are far more likely than average to be uninsured and not
roadworthy, so removing them makes Hackney safer.
We will endeavour to continue to listen to your views and feedback and strive
to provide good quality services to you. We will never stop trying to promote a
Safer, Cleaner and Greener Hackney by looking at innovative means that
offer value for money for Hackney’s residents, businesses and visitors.
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2 Introduction
The Council’s Vision
2.3 The Mayor has set specific priorities for the Council for the next four
years. Everything we do contribute towards achieving these priorities.
Mayor’s Priority 1
• Improving services and increasing opportunities for all
• Raising the life chances of the most disadvantaged
• A Safer, Cleaner, Greener Hackney
• Children and Young People
• Affordable, decent homes
Mayor’s Priority 2
2.4 Making sure the Council is high performing, efficient and Service First.
Mayor’s Priority 3
2.5 Providing effective community leadership and consulting with the whole
borough in what we do.
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Parking: Overview
2.6 The TMA 2004 which came into force on 31 March 2008 brought the
biggest set of changes to the parking industry since local authorities
were passed responsibility for parking enforcement. The Act sought to
focus parking enforcement operations on quality rather than quantity;
and to increase public confidence through fair charging of parking
fines. The Government has produced statutory guidance setting out
recommendations and what local authorities must do under the law.
They have also produced operational guidance which makes
recommendations on how councils should enforce parking regulations.
2.7 Under the TMA, Hackney aims for its parking enforcement to:
Finance
2.8 As stated clearly in the guidance to the TMA councils cannot use
parking as a revenue-generating tool. They should aim for the
maximum level of compliance with parking regulations while still
maintaining a self-funding parking operation. This directs councils with
a parking surplus to encourage motorists to park legally and so reduce
the number of Penalty Charge Notices (PCNs) they issue.
2.9 Section 55 of the Road Traffic Regulation Act 1984 (as amended)
specifies the few items on which surplus parking revenue can be spent.
The list includes road maintenance and the Freedom Pass which
provides free transport for disabled people and the over-60s.
Our Vision
Seamus Adams
Cited in the Parking Business Plan 2008/9:4
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Parking & Enforcement Plan (PEP)
2.11 Hackney’s first Parking and Enforcement Plan (PEP) was launched in
2005 to detail Hackney’s parking policies until 2010. Hackney drafted a
new PEP for the period 2010-15 and consulted on it in early 2010.
Please see section 8e for more detail or
http://www.hackney.gov.uk/pep for the most current and draft PEPs.
The PEP provides a policy framework for effective parking
management within the Borough and supports strategic objectives for
integrated land use and transport planning, environment, social
inclusion, economic prosperity and regeneration.
2.12 Parking restrictions are shown by signs and lines on the highway. To
act against dangerous and inconsiderate parking Hackney can enforce
against motorists who don’t follow the rules. Just over half the Borough
is covered by CPZs comprising approximately 560 km of lines and 438
P&D machines. A range of permits and vouchers are offered for use in
CPZs as well as specific products for health and social workers,
doctors, disabled residents and motorists.
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The Parking Services Team
Contract Services
2.18 This team is responsible for the management of Hackney’s Parking
Enforcement Contract with Airport Parking Company of America
(APCOA). This is a quality based contract which means that the Civil
Enforcement Officers (CEOs) are not paid bonuses based on the
amount of tickets they issue. The team is constantly looking for ways to
improve both performance as part of the contractual Key Performance
Indicators (KPIs) and performance measures used to support other
parking related work.
2.19 The team also manages CCTV operation. It monitors bus lanes and
other parking contraventions through static cameras across the
borough.
2.20 The team utilises its mobile enforcement unit to enforce on moving
traffic contraventions, for example, when a motorist stops in a box
junction or fails to obey a traffic sign.
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2.21 The enforcement on certain Hackney Homes’ estates is undertaken by
APCOA which is monitored by the Contract Services team.
2.22 Contract Services also manages and enforces the Match day scheme.
This scheme aims to prioritise parking space for Hackney’s local
residents and businesses on Arsenal home match days and reduce the
parking problems currently experienced by the local community.
2.23 London Borough of Camden provides the Cash Collection Contract for
Hackney. The team ensures the smooth running of the operation and
that all monies are collected and banked in line with proscribed
guidelines.
2.24 The team ensures that all reports of abandoned vehicles are inspected
promptly within 24 hours. It also works closely with the Driver and
Vehicle Licensing Agency (DVLA) to remove untaxed vehicles from the
borough.
Parking Operations
2.25 Parking Operations is responsible for the design, implementation and
maintenance of parking restrictions across the borough. The team
ensures that parking controls are administered and maintained in line
with the Traffic Management Act (2004) and the Department for
Transport Traffic Signs and Regulations and General Directions (2002)
guidance.
2.26 Over half of the borough is now covered by Controlled Parking Zones
(CPZs) that are specifically designed to meet the local parking needs
of local residents, businesses and their visitors.
2.27 Within these CPZs the Operations Team manages and maintains
around 437 pay and display machines, 20,800 parking bays and
259,000 metres of lining restrictions.
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machines capable of taking payment by card and may soon include
pay by phone technology.
• The provision of parking bay suspensions to allow essential works
and other events such as domestic removals to occur within
controlled areas
2.30 Our Service Level Agreement (SLA) with Hackney Homes has an
annual value of £349k. In 2009/10 we managed 53 estates. This
number will continue to grow per annum as more estates are included
in the scheme. 20 proposed estates were consulted on the
implementation of enforcement schemes throughout 2009/10.
2.31 Looking ahead, Parking Services and Hackney Homes will continue to
work closely to deliver a seamless service for estate owned off-street
car parks. The scope of the SLA will be expanded in 2010 /1 1 to
include an additional 17 estates. Subject to a full consultation
additional estates will be included in the scheme.
208.
Business Improvement & Development
2.32 The Business Improvement and Development Team drive strategic,
policy and business developments. They also manage risk,
performance and centralised projects. The team is responsible for
formulating policy and implementing policy related and cross cutting
projects.
2.34 Hackney has issued an average of 120,000 tickets a year over the last
4 years. These tickets are managed by our parking system which also
enables us to process appeals, issue permits, cancel cases and
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manage the workflow within the service. This system is managed by
the IT Development section of this team.
2.37 The team also ensures public complaints and Members’ enquiries are
dealt with through the Council’s complaints framework. We take
feedback received from all of our customers very seriously and use the
information to improve our services.
Senior Support
2.38 The Senior Support Team is responsible for the management of all
invoicing and order management within Parking and Markets. They
provide comprehensive organisational and administrative support to all
Parking and Markets teams. The Senior Support team are efficient,
effective and dedicated. They continually strive to introduce and
contribute to new and innovative ways of working to enhance services
provided by the Parking and Markets Service area.
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• The new contract for the removal of abandoned vehicles with
End of Life Vehicle (ELV) Ltd
Parking Awards
2.42 We have retained the Safer Parking Award for Wilmer Place Car Park,
for four years running. The Safer Parking Scheme (SPS) is an initiative
of the Association of Chief Police Officers (ACPO) aimed at reducing
crime and the fear of crime in parking facilities.
The Safer Parking status, Park Mark is awarded to parking facilities
that have achieved the requirements of a risk assessment as
conducted by the Police.
2.43 Our Contracts Team & Enforcement Contractor (APCOA) was short
listed for Enforcement Team of the Year for the British Parking
Association (BPA) Awards.
Red routes
2.44 Please note this report does not contain any statistical or financial
information with regard to decriminalised parking enforcement on the
Red Routes in Hackney. These remain the responsibility of Transport
for London.
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3 Overview: Our Products and Services
3.1 These are the parking fines issued to motorists who contravene
national and local laws or policies governing parking and traffic
contraventions in the Borough. Penalty Charge Notices (PCNs) must
be issued to protect the rights of other road users and ensure the
safety of all in the Borough.
3.2 Since 1 July 2007 all PCNs issued in London have been split into two
rates, so that the level of charge reflects the type of contravention. Of
the three bands of charges that can apply to London, Hackney is set in
‘Band A’. This was agreed by London Councils as the standardised
rate for inner London boroughs to use; Hackney does not set its own
charges. The table below summarises the levels of PCN.
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Common Permits
3.3 The Council issues various types of permits to meet the diverse needs
of road users and efficiently manage the limited kerb space in the
Borough. Due to the Borough’s close proximity to Central London
there is a high demand for parking which outstrips supply, especially
near the City. To help balance needs different parking bays are
designated for different permit types.
3.4 These are some of the types of permits that we sold in 2009/10:
Standard
Area Number
Permit price for Duration Other
covered sold in
annual permit
2009/10
‘Green charging’
Local zone
Residential £90 12, 6, 3 months 19685 applies – see next
only
section
Business – Local zone ‘Green charging’
£800 12, 3 months 155
zones A and B only applies
Business – other Local zone ‘Green charging’
£370 12, 3 months 1097
zones only applies
Over 60s and blue
Book of 10, badge holders
Local zone each giving eligible for 50%
Visitor voucher £9.00 95083
only typically half a discount for two
day’s parking books per calendar
month
All zones, Motorists with Blue
Companion with extra Badges only
Free 12 months 2017
Badge* permissions
in local zone
Local zone ‘Green charging’
Doctor’s £200 12 months 36
only applies
All-zone permit
All zones £1,700 12 months 697
Book of 10,
All-zone voucher
All zones £225 each giving a 22
(book of 10)
day’s parking
3.5 For a full list of permits were current offer, please visit our website at
www.hackney.gov.uk/parking
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Green Charging
3.6 Since July 2007, Hackney has priced permits according to the engine
size and fuel type of the vehicle. This enables us to meet our
commitment to improve the environment you live and work in.
Charging linked to the level of pollution emitted by vehicles is designed
to encourage motorists to re-consider their car use and, over time,
move to a less polluting form of transport. The same model applies to
residents, businesses, doctors and health & social care permits. The
annual prices for the most common permits are as follows:
3.7 These permits are also available for 3 and 6 months duration.
3.8 Permit prices depend on engine size rather than carbon emissions as
the majority of vehicles in Hackney were found to be registered before
March 2001. This means the required information is not listed in
vehicle log books (the V5C document) which enables us to charge on
this basis. In the future, we would seek to introduce a new pricing
model, if and when it becomes appropriate to assess the vehicles in
Hackney on emissions.
We also produce a range of other permits to support specific needs within the
community. They are listed below.
Blue Badges
3.9 The Blue Badge scheme provides free parking or concessions for
disabled people traveling as drivers or passengers. For example Blue
Badge holders can park on single and double yellow lines for up to
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three hours where there are no loading restrictions as long as it does
not cause an obstruction. In Hackney, the Blue Badge is issued by the
Mobility Team.
3.10 Blue Badges can only be issued to disabled people who meet the
eligibility criteria, not for relatives or carers. Friends, relatives or carers
may only use the permit in their vehicle when they are driving the
named badge holder.
Companion Badge
3.11 The Council operates its own free ‘Companion Badge’ scheme for
Hackney Blue Badge holders. The scheme allows holders to have
access to more parking places in Hackney than with the Blue Badge
and discourages thieves from breaking into vehicles for the badge, as
the permit is vehicle specific. We currently have 2017 Companion
Badge holders in Hackney. This is an increase of 59.7% from 2008/9.
3.12 These permits are issued to applicants spending at least 30% of their
time on the road visiting the community, working in medical or social
care and working for a specifically named institution. These include
Homerton Hospital, NHS primary care and mental health trusts.
Doctors
Car Clubs are a convenient way for motorists to hire cars - they differ
from traditional vehicle hire in that the cars are collected from local
bays, and hire durations can be as short as 30 minutes. The Car Club
operator, Streetcar, is allocated specific bays and permits for its
vehicles.
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Parking Suspensions
3.13 Parking suspensions are used to clear or reserve parking bays within a
Controlled Parking Zone. A suspension will temporarily prohibit the use
of the suspended bay(s) by anyone other than the individual or
organisation that has made the suspension application request.
• Removals
• Statutory utilities work (gas, water or electricity)
• Construction / Engineering / Vehicles access
• Filming
• Highway improvements
• Local events
3.15 The borough’s suspensions will soon fall under the remit of the
enforcement contractor. It is hoped that with their large on street
presence, they will ensure damaged or vandalized signs are repaired
in a prompt and effective fashion.
Parking Dispensations
3.19 Upon receipt of sufficient proof, Hackney residents can obtain free
Personal Dispensations for the following events:
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Dispensation Type Maximum Dispensations
Domestic Removals 2 Dispensations
Weddings 2 Dispensations
Funerals 10 Dispensations
3.21 Pay and display bays are provided to allow motorists to park for a short
period of time to shop, visit businesses and friends and use public
amenities. ‘Shared use’ bays are more flexible, combining pay &
display and permit parking. These are suitable for areas with various
competing on-street parking demands.
3.22 According to the Traffic Management Act 2004, pay and display prices
should reflect local on-street parking demand and turnover of spaces.
3.23 Hackney varies its pay and display prices and maximum lengths of
stay between zones to reflect local parking demands. Prices were
benchmarked against other boroughs in 2009. Our prices are highest
close to the City fringe and lowest by Homerton Hospital where need is
the greatest. Where demand for short-stay parking is high (for
example, around busy shopping areas and public buildings), the pricing
mechanism and maximum length of stay are set to encourage rapid
turnover of spaces. By doing so, the Council helps support local
businesses.
Payment Methods
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Website
http://www.hackney.gov.uk/f-online-payments.htm
Telephone
3.26 Payment can be made over the phone by calling the operator or by
using the automated telephone service. The phone numbers can be
found below
Post
3.27 You can pay by cheque or card using one of our payment details slip.
To make a payment by post you have to fill in the slip and send it and
the payment back to the following address:
Face to Face
3.28 Payment can be made face to face by visiting the Cashier Annex at 2
Hillman Street, Hackney, E8 1FB. Payments can be made for parking
fines and the purchase of permits and vouchers. We accept payment
in cash, cheque or by card.
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Challenges, Representations and Appeals
3.29 The Traffic Management Act (TMA) 2004 sets out how motorists could
challenge the issue of a PCN and then make representations to the
issuing authority after the service of a Notice to Owner (NTO).
3.30 The Parking and Traffic Appeals Service (PATAS) was established by
The Road Traffic Act 1991. PATAS provides the administrative support
to the Parking Adjudicators and since 2003, the Road User Charging
Adjudicators. The Service continues to provide this support under the
TMA 2004.
www.parkingandtrafficappeals.gov.uk
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4 On-Street Controls and Car Parks
4.1 Since its launch in September 2004, the BPA (British Parking
Association) Contract has become widely recognised as the
industry standard. Hackney piloted this contract, and its quality
ethos has now become a prominent feature within the TMA 2004.
Several other councils across the UK have adopted this contract.
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• Less road congestion and fewer obstructions, leading to safer
roads.
CCTV
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Mare Street / Narroway Mare Street (Ellingfort Lea Bridge Road Dalston Lane / Graham
Reading Lane Road) (Cornwaite) Road
Well Street / Brooksbank Mare Street Falkirk Street Dalston Lane / Woodland
Well Street / Terrace (Pemberton Road) Hoxton Street / Street
Road Mare Street (Bocking Crondall Street Ball's Pond Road /
Ridley Road / St Marks Street) Queensbridge Road / Mildmay Park
Rise Lower Clapton Road Dalston Lane Graham Road
Graham Road (St Johns) Lower Clapton Road / Dalston Lane / Roseberry
Mare Street (Reading Lower Clapton Road Downs Road Place
Lane) (Clapton Square) Mare Street / Kingsland Road / Ball's
Mare Street (Wilton Way) Sylvester Road Pond Road
Removal of Vehicles
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Activity Charge
Release fee from Clamp NIL
Release from car pound £200
Storage charge (per day) £40
Disposal fee £70
Abandoned Vehicles
Untaxed Vehicles
4.16 It is illegal to park on street or drive a vehicle that does not have a
current tax disc. According to the Department for Transport,
untaxed vehicles are more likely to be uninsured and involved in
other crime.
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Car Parks
4.19 The Council has retained its Safer Parking Scheme (SPS)
accreditation from the Association of Chief Police Officers (ACPO) for
Wilmer Place Car Park and hopes to achieve this commendation at two
other sites before the end of the 2010. To maintain the SPS status,
Parking Services continues to work closely with the Council’s Street
Cleaning and Lighting Teams. Inspectors from the SPS group were
particularly impressed by the design and the maintenance of the
Wilmer Road site.
4.20 The Council also manages three further off street car parks in the
borough;
4.21 St. John’s Car Park serves the needs of local businesses in Mare
Street’s busy Narrow Way. The two other car parks are affiliated with
the borough’s leisure centres: Britannia Leisure Centre and Kingshall
Leisure Centre. These two car parks primarily serve leisure centre
users but can be utilised by other motorists within the borough.
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5 Policy and Performance Appraisal
5.2 In compliance to the requirements under the TMA 2004, we are placing
quality of enforcement above quantity. Although the total number of
PCNs we issue overall has decreased year on year, the percentage of
High quality PCNs issued has continued to increase year on year. In
2007/08 we issued 94.54% of high quality PCNs. In 2008/09 it
increased by 2.49% to 97.03%. In 2009/10 it increased further to
97.90%.
5.3 Our services are continually improving as we are investing more in our
staff and systems to guarantee that we provide the best service we
can. This helps us deal better with queries, appeals and payments both
quickly and effectively.
5.4 We will continue to strive to ensure that dedicated parking areas are
safe and equipped with clear signs and parking regulation notices, and
that street furniture is clean and clear and in working order.
5.5 Parking Services keeps on improving the quality of the PCNs. We aim
to produce good quality PCNs with clear information about the different
payment methods available and our appeals procedure. We also
provide photographic evidence of the contraventions with your parking
tickets (Excludes PCNs issued on street unless the PCN is challenged.
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Parking Services’ Best Value Review (BVR)
5.7 The Parking Services’ Best Value Review (BVR) was conducted
between November 2008 and April 2009 and is part of an ongoing
undertaking to provide a service committed to customer satisfaction.
5.10 The Review process focused on ensuring every member of the service
was involved in each stage of the review and allowed for contribution to
this report.
5.11 The Service’s outputs were compared with the Parking Services of 16
other London Authorities through a programme of benchmarking.
5.12 Theses are some of the findings and recommendation from the
review:-
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manage the Parking Enforcement Contract. This model was
launched in 2004 It was developed and piloted by Hackney.
Recovery Rate
5.13 All parking activity ultimately feeds into the PCN recovery rate; from
enforcing robust policies and operational processes to designating
CPZs. The recovery rate is defined as the percentage of PCNs that
have been paid for in the corresponding month they were issued. The
recovery rate uses the previous year’s data because it can take up to a
year for a PCN to go through the full appeals and debt recovery
processes.
5.14 The recovery rate is a good indicator of the quality of PCNs issued to
motorists. The Council’s high recovery rate at the beginning of 2009/10
is a positive indicator that the majority of motorists issued with a PCN
accept that the ticket was issued correctly due to the quality of
evidence provided by the Council, (for example good quality photo
evidence). However, during January 2009 to March 2009 the recovery
rate dropped; this was due to the introduction of enforcement of
incorrectly displayed companion badges. As it was a new policy we
cancelled PCNs for first offences on the grounds that a valid Blue
Badge was shown when drivers submitted representations.
Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
2008/09 71.2% 68.4% 68.6% 66.8% 67.6% 67.8% 66.9% 65.2% 66.2% 63.6% 65.5% 67.9%
2009/10 68.5% 69.2% 67.9% 68.0% 69.5% 67.9% 65.8% 66.9% 66.8% 63.2% 63.5% 62.8%
Table 3.1 Performance Table - Recovery
rate, 2008/09 – 2009/10
5.15 The graph below shows that our drive for issuing quality PCNs remains
positive. Whilst we issued fewer tickets in 2009/10, more motorists paid
their PCN fines on the initial issue of the ticket against the previous
year which was also the case in 2008/09. We expect that this trend will
continue as we strive to improve upon enforcement and ensure public
safety.
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Recovery Rate over Time
80.00%
Recovery Rate
60.00%
40.00% 2008/09
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 2009/10
Month Target
Enforcement Performance
5.16 The table below shows the top ten cancellations that occurred in
2009/10 and the reasons behind the cancellations (This includes
cancellations from PCNs that have informal or formal representations
attached to it). The figures are derived from PCNs issued in previous
years and in 2009/10.
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5.17 Table 3.3 shows the top ten cancellations that occurred by 1st July
2010 for PCNs issued in 2009/10 and the reasons behind the
cancellations.
Street visits
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CEO Street Visit Performance
100.00%
95.00%
90.00%
85.00%
Actual
Rating
80.00%
Target
75.00%
70.00%
65.00%
60.00%
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month
100.00%
95.00%
90.00%
85.00%
Rating
Actual
80.00%
Target
75.00%
70.00%
65.00%
60.00%
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oc t-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month
Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Completed 196 174 262 260 272 267 194 272 224 242 368 339
Received 207 179 265 267 283 278 201 278 231 243 374 345
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Table 3.4: Performance Table- Number of Client Instructions
Implemented by month, 2009/10
Removals
400
350
300
250
Rating
Actual
200
Expected Level
150
100
50
0
Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Month
Month Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Actual 287 283 273 267 317 258 308 301 231 234 266 265
Expected 252 306 246 233 306 326 298 340 275 254 286 320
Levels
Abandoned Vehicles
Annual-Report-200910
• BVPI 218b (Abandoned Vehicles: % of abandoned vehicles
removed within 24 hours from the point at which the Authority is
legally entitled to remove the vehicle).
Completed
Not completed
Completed
Not completed
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from the point at which we were legally entitled to remove the
vehicle.
Untaxed Vehicles
Month DVLA
Authorised
Removals
Apr-09 12
May-09 12
Jun-09 11
Jul-09 18
Aug-09 29
Sep-09 30
Oct-09 26
Nov-09 14
Dec-09 19
Jan-10 17
Feb-10 13
Mar-10 16
YTD 217
5.27 The ANPR (Automatic Number Plate Recognition) van has proved
to be a useful tool and there has been a great improvement in the
removal of untaxed vehicles and identification of persistent
evaders within the borough.
On-Street Maintenance
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service. Parking Services has a rolling program of routine and reactive
maintenance of all our parking related street furniture. As a significant
part of this is managed in house this allows the Council to not only
save money but also react quickly in this area.
5.29 The Council also employs external contractors to design and install
certain large parking signs. All lining and post works are completed in
collaboration with external contractors. Repairs to ‘Pay and Display’
machines are almost exclusively conducted by our own engineers, thus
reducing contractor costs. Only machines with serious/unidentifiable
faults and machines within warrantee are repaired by the
manufacturer.
5.30 Table 3.6 shows the number of repairs carried out in 2009/10 and the
average amount of time (in days) it took to repair these defects. In
2009/10 we exceeded all but 1 of our targets for the areas
demonstrated below. Response time to all disable bay enquiries target
was not met due to limited resources.
* Enforcement affecting faults are where the contractor has been unable to
issue valid tickets as a result of missing or defective line, signs or posts.
Business Processing
Informal Representation
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5.31 We received a total of 17,311 Informal Representations against all
PCNs (including estate & car park) issued in 2009/10; a challenge rate
of 17.99% which is up by 0.06% from 2008/9. This drop shows that we
are keeping motorist aware of the policies in place that allows them the
right to challenge their PCN.
8000
6000
4000
2000
0
On street Bus Lane Car Park Estate
Contravention Type
5.32 In 2009/10 we cancelled 5,916 correctly issued PCNs after you wrote
to us. We endeavor to listen to all cases and make decisions based on
all facts present. In 2009/10 we accepted 34.17% of the informal
representations received. Our acceptance rate in 2009/10 is 1.09%
lower then in 2008/9. This shows although we are issuing more quality
PCNs we are determined to process every challenge fairly.
Formal Representations
4000
3000
2000
1000
0
On street Bus Lane Moving Traffic Car Park Estate
Contravention Type
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5.33 In 2009/10 we received 10,162 formal representations, which is 41%
fewer then informal representations received. Out of the total number
of informal representations received, we ruled 25.71% in favour of the
motorist which is 13.26% less then 2008/9. The lower acceptance rate
for formal representation shows an improvement on the quality of
PCNs issued.
Overall Performance
5.35 The combined acceptance rate for 2009/10 was 31.05%. This was
lower by around 6% over 2008/9, which was signify that the quality of
the PCNs being issued has improved. It also shows that we listen to
the motorist’s claims and take appropriate action based on a case to
case basis.
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5.36 We aim to deal with all types of enquiries (informal and formal
representations) in an average time of 10 days. However in 2009/10
we were faced with a huge backlog due to the unforeseen issues that
arisen during the implementation of our new system. We expect that
future average turnaround time will follow the trend of 2008/09 with
figures of less then 10 days.
2008/2009
Informal Representation 35.05
(days)
Formal Representation 29.39
(days)
LB Hackney
Authorities
In Hackney
All London
Refused
Appeals
Appeals
Allowed
Number
London
Out of
Year
5.37 The above table shows the results of parking appeals assessed by
London’s independent adjudicators, the Parking and Traffic Appeals
Service (PATAS). The statistical information provided is derived from a
PATAS report obtained through their website.
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5.38 The appeal rate is calculated based on the number of appeals against
the total number of PCNs issued for the year. In 2009/10 our overall
appeal rate was 1.62% with the average appeal rate being 1.28%.
5.39 The PATAS ranking is one of several indicators of how Councils are
managing their parking enforcement services whilst encouraging
compliance and transparency in applying their enforcement activities.
5.40 The number of appeals ‘allowed’ are those cases found against the
Council. The number of appeals ‘refused’, are those cases found in
favour of the Council.
5.41 The 2009/10 statistics show a significant drop in the number of cases
being determined by PATAS. This was mainly due to the introduction
of our new IT system which delayed the number of appeals at PATAS.
It is highly likely that the number of appeals being heard in 2010/11 will
follow the previous trend.
5.43 Our performance on Bus Lane enforcement remains in the top 30% at
9th place out of 27 London Boroughs that carry out bus lane
enforcement.
5.44 The results of the Moving Traffic Enforcement saw us better the
London average by 5% at 61%. However, we remain middle of the
table at 10th place out of the 23 London Boroughs.
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6 Financial Data
Income
6.1 The table above shows our expenditure and income for 2008/9 and
2009/10. We had a deficit of £3,478 in 2009/10. However we had
£1,024,127 in our reserves after contributing £621,442 to the reserves
in 2009/10.
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Breakdown of Income by Source
6.2 The majority of our revenue in 2009/10 came from money generated
from debt recovery; (our recovery rate for the year is 67%). However,
there continues to be an ongoing trend in the reduction of revenue year
on year. This is likely to be due to a following of reasons: The
introduction of the TMA 2004, the high level of compliance and the
increase in public awareness concerning parking procedures and
policies.
6.4 In 2009/10 we had a deficit of £3,478 but this did not stop us from
reinvesting. We used £925,184 of our reserves to help fund the
following projects;
925,184
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7 PCN General Statistics
Parking PCNs
7.1 The table below shows the number of PCNs issued for parking
contraventions in 2009/10 along with the total number that were paid
and those that were paid at the discount rate. The table looks at PCNs
issued for on-street, off-street and CCTV parking contraventions.
7.2 The number of PCNs issued is broken down into the Higher and Lower
level contraventions in line with changes brought about by the TMA
2004. The higher rate PCNs are issued for more serious
contraventions i.e. parking on a double yellow line and the lower rate is
issued for less serious contraventions i.e. overstaying in a pay and
display bay.
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PCN Issue Levels
25%
Higher level
PCNs issued
Low er level
PCNs issued
75%
7.4 Similar to 2008/09 year, 83% of all payments made in 2009/10 were at
the discounted rate. The figures show that we are maintaining our
commitment to ensure that the public are kept informed of our
procedures and policies when processing PCNs. This is reflected by
the vast majority of motorists opting to pay within the 14 day
discounted payment period.
83%
Full rate
Dis count rate
17%
Chart 2.2: Parking PCN Statistics- Payment Rate with analysis, 2008/9
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Total On street Off street CCTV
PCNs (CEOs & Parking
CCTV
Parking)
Number of PCNs against which 25389 22702 2687 (2106)
an informal or formal
representation was made
Number of PCNs that went to the 1883 1671 212 (371)
adjudicator
Number of PCNs cancelled as a 8247 7372 875 (636)
result of an informal or a formal
representation
Number of PCNs cancelled as a 263 236 27 (37)
result of adjudicator’s decision
Number of PCNs written off for 229 207 22 (304)
other reasons (e.g. CEO error or
driver untraceable)
Number of vehicles immobilised*
*There are no figures for the number of vehicles immobilised as we stopped clamping
vehicles by2009/10.
7.5 The table above shows some of the outcome for PCNs issued in
2009/10. The table displays how many PCNs were followed by the
receipt of formal and informal representations, how many went to the
adjudicators, how many were cancelled as a result of successful
representations; those that were cancelled as a result of the
adjudicator’s decision and how many were written off for other reasons,
(for example, CEO error or driver untraceable). The table also shows
the total number of vehicles that were removed from the streets of
Hackney.
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Bus Lane and Moving Traffic PCNs
7.6 The tables below shows the number of PCNs issued for bus lane and
moving traffic contraventions in 2009/10.
7.7 The table shows the number of PCNs that were issued at higher and
lower rates along with the number that were paid and how many were
paid at the discounted rate.
14%
7.8 Chart 2.3 shows a larger percentage split for moving traffic
contraventions. In 2008/9 80% of PCNs issued through CCTV were for
moving traffic contraventions. However, this split has grown to 86% in
2009/10. In addition Hackney issued 993 more PCNs for moving traffic
contraventions than in 2008/9. This is an increase of 9%. The figures
show that we are effectively using CCTV technology to find and
penalise motorists for dangerous driving offences and in effect we are
working towards ensuring safer roads in Hackney.
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Bus Lane and Moving Traffic PCNs Issued Over Time
12,000
10,000
PCNs Issued
8,000
2009/10
6,000
2008/9
4,000
2,000
0
Moving Traffic Bus Lane
London Boroughs
Chart 2.4: Bus lane and Moving Traffic PCN Statistics over time
- CCTV Related PCNs with analysis, 2009/10
7.9 There has been 28% drop in the number of PCNs issued for bus lane
contraventions from 2008/9 to 2009/10. This indicates that our policies
and enforcement practices are continuing to improve the level of
compliance in bus lanes and in turn help to improve bus journey times
in the Borough.
7.10 Table 5.4 shows the total number of PCNs issued in 2009/10 for bus
lane and moving traffic that received informal and formal
representations and those that went to the adjudicators. It also shows
the number of PCNs that were cancelled due to successful
representations; those that were cancelled as a result of the
adjudicator’s decision and those written off for other reasons (for
example, CEO error or driver untraceable).
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Hackney compared with other Boroughs
7.11 The number of PCNs issued within Hackney has dropped for 2009/10
which has been experienced by the majority of London Boroughs. We
have identified five comparable Councils: Islington, Southwark,
Haringey and Tower Hamlets, which are aligned to Hackney’s overall
performance. This demonstrates that our quality driven enforcement
strategy is aligned with some of the higher performing boroughs in
London.
7.12 The table below shows that there is a falling trend for the number of
PCNs issued from 2008/9-2009/10.
(The data was obtained from the Enforcement Activity 2009/10 – Annual Report PCN
Stats 2009-10 and Annual Report PCN Stats 2008-091 produced by London Councils
and the North London Parking Managers Group – Benchmarking Indicator report
2007/08 produced by Islington Council).
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Total PCNs Issued by London Boroughs Over Time
300,000
250,000
PCNs Issued
200,000 2009/10
150,000 2008/9
100,000 2007/8
50,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs
2009/10 2008/9
Hackney 10,886 9,893
Haringey 13,182 13,362
Islington 59,799 44,044
Southwark 13,352 11,118
Tower Hamlets 3,536 4,692
70,000
60,000
PCNs Issued
50,000
40,000 2009/10
30,000 2008/9
20,000
10,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs
Chart 2.6: Moving traffic PCN issued over time by borough, 2009/10
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7.14 Moving traffic PCNs issued in the London Borough of Hackney have
increased by 10.8% since 2008/9 and is above average across all
comparable boroughs.
7.15 On average moving traffic PCNs across all five boroughs has
increased by 8.25% since the last financial year. The increase in PCNs
issued illustrates our determination to improve enforcement and
hopefully compliance with the use of new cameras and a more
effective approach to issuing PCNs.
2009/10 2008/9
Hackney 1,836 2,353
Haringey 8,029 7,562
Islington 4,323 6,813
Southwark 521 271
Tower Hamlets 4,892 4,852
10,000
8,000
PCNs Issued
6,000 2009/10
4,000 2008/9
2,000
0
Hackney Haringey Islington Southwark Tower Hamlets
London Boroughs
Chart 2.7: Bus Lane PCN issued over time by borough, 2009/10
7.16 The number of PCNs issued for Bus Lane contraventions has dropped
since 2008/9 by 21.9% and is below the average of all comparable
boroughs.
7.17 Across all five boroughs, the number of PCNs issued for Bus Lane
contraventions has increased by 8.26% for the financial year 2009/10.
The drop in Bus Lane PCNs reflects the high level of compliance from
motorist when using Bus Lanes in Hackney. It shows that motorists are
becoming more and more aware of our enforcement policy and our
resolve to ensure public safety and improve travel times on buses in
Hackney.
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8 Changes within Parking Services 2009/10
Enforcement
Re-locatable cameras
8.3 The CCTV Mobile vans have been found to be an effective tool in the
management of traffic enforcement where we currently have no fixed
cameras. The cameras have helped to ensure road safety.
8.4 The Parking Contracts Team reviewed the existing KPIs and
condensed them from 35 to 16. These new measures also omit KPIs
which have little impact on customer service and expand on those that
do. Emphases on the precision of the methodology used to measure
these KPIs have underpinned this review from the beginning.
8.5 It is expected that changes brought about following the review of KPIs
will improve the quality of PCNs and ensure a more robust
enforcement service.
• Street coverage
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• Quality digital images
• PCN quality
8.7 Since April 2006 the London Borough of Hackney has impounded
untaxed vehicles on the behalf of the DVLA. In order to remove a
vehicle that is untaxed the LBH officer must notice that the vehicle has
an expired tax disc or no disc at all. This is done manually and usually
proactively. ANPR provided an automatic solution capable of reading
number plates within 0.3 seconds and checking them against a DVLA
database of all untaxed vehicles in the country. This has increased the
rate at which the vehicles on the borough’s roads could be authorised
for and subsequently impounded.
8.8 This system is also utilised in the pursuit of persistent evaders who
have numerous outstanding PCNs that have gone beyond the appeals
stages. The adoption of this technology greatly helps in the effort to
enforce on motorists who appear to have a disregard for other road
users.
8.9 There are strong correlations between untaxed vehicles and vehicles
that are uninsured and not road worthy.
Hotspot operation
8.10 We have been monitoring locations where civil CEOs have been
having difficulty enforcing on illegally parked vehicles. When the CEO
is spotted approaching the area or is seen making notes of any of the
vehicles the lookout driver calls out other drivers’ who return very
quickly to their vehicles. Some of these drivers resort to threatening or
aggressive behaviour to prevent the CEOs from enforcing. When the
CEO continues to ignore the drivers’ demands and starts to issue a
ticket the drivers all drive away before the CEO is able to enforce.
Once the CEO leaves the location these drivers move their vehicles
back.
8.11 Most of the drivers of these vehicles work with local businesses in a
professional capacity. These vehicles parked in contravention also
cause problems for other road users (e.g. permit holders unable to find
parking nearer their business) or road safety issues (e.g. obstruction to
pedestrians and other road users on narrow roads). We have taken a
proactive approach to tackle the issues by involving partner agencies.
Feedback from all parties after an operation has ensured that the
operations deliver objectives set by all involved. We have used this
feedback to progressively improve on the approach and planning of
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subsequent operations. The process has become much more
streamlined and we have also reduced the ‘hotspot’ list since we
started working with our partner agencies
8.12 The 2008 Blue Badge Fraud Enforcement and Companion Badge
Review Cabinet report allowed for the setting up of a Blue Badge
Fraud Team. They are responsible for investigating and directly
tackling Blue Badge and Companion Badge fraud, they are initially on
a two-year pilot scheme. With the price of parking continuously on the
rise, the congestion charge zone and increasing levels of parking
controls in the Borough criminals are likely to regard the Blue Badge as
increasingly lucrative and an alternative option to gain free parking. In
the 2008 Cabinet report it was estimated that as many as 1000
instances of Blue Badge misuse and abuse could be occurring on
Hackney streets every day.
8.13 Due to the consistent hard work of the Blue Badge Fraud Team officers
there have been:
8.14 The Blue Badge Fraud Team had a success rate of 100% for
successful prosecutions against blue badge and companion badge
offences in year one and this 100% success continued into year two
until August 2010. The fantastic success rate of 100% exceeded the
cabinet’s expectations of achieving a success rate of 85% in year one
and 95% in year two.
Digital Radios
8.15 The specifications of the old radios used by CEOs were not adaptable
to new technology in the market. In order to provide an effective
service and accurately monitor the performance of CEOs it was
essential to use radios with GPS tracking facilities.
8.16 Live use of the new ‘Neo Nytro’ radios was adopted from 14th
September 2009. It is expected that there will be a positive impact on
the Parking Enforcement Contract in terms of street coverage and
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deployment of CEOs. This will also effectively monitor the safety of its
staff.
Car pound
8.17 The London Borough of Hackney has secured a site in Andrews Road
for the car pound the move will be taking place in May 2010.
Establishing a new base in the borough was considered to be more
cost-effective whilst bringing other operational and service benefits.
The IT infrastructure was newly installed and will, therefore, permit
better use of the Council’s existing resources including IT system and
telephone call monitoring. The lease of the new site will secure the car
pound site for 3-5 years.
8.20 Controlled Parking Zone (CPZ) J was introduced in 2003 with the first
extension following two years later in 2005. Following a preliminary
survey in 2006, which found a majority in favour of the London Fields
uncontrolled area joining the CPZ, the formal Stage 1 consultation was
conducted in spring 2008 and resulted in Council approval to
implement parking controls.
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8.21 Following an extensive consultation with the residents and businesses
in the area and support from local ward members, the Zone J
extension was implemented in September 2009.
8.22 As the main cause of parking stress in this area was due to incoming
business-related vehicles, either commuters or visitors to businesses in
adjacent Zone D, the implementation of parking restrictions through the
CPZ scheme has aided in reducing the levels of parking stress and has
improved the parking experience for local residents and business.
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Parking Suspensions
8.28 The Council has continued to modernise its fleet of pay and display
machines. During 2009/10 the last machines were removed from
mains power. All machines are now powered by solar power with
batteries used as back ups in the event of prolonged overcast weather.
8.29 36 machines now have the capacity to take payment via chip and pin
technology. These machines are located mostly in the south of the
borough nearer the city where parking tariffs are higher than elsewhere
in Hackney.
8.30 The Council now uses two different types of machines: Cale Briparc
and Parkeon. Older models such as the DG4 have now been phased
out through the Council’s fleet replacement program.
8.31 Pay and display tariffs remained frozen this year in response to the
needs of road users in the tough financial climate. Tariffs are reviewed
once a year. 2010/11 will be the second year prices will remain the
same in keeping with the Council’s promise of a two year freeze.
8.32 Minimised changes to pay and display tariffs ensure users are offered
a stable pricing plan and that the cost of machine reprogramming is
reduced. The Council’s previous ‘Pay and Display’ pricing review was
in 2001.
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New Policies & Schemes 2009/10
8.33 In August 2009 Hackney revised the permits for health and social care
providers, following consultation the previous autumn. The aim of the
review was to ensure that the permits for doctors and providers of
health and social care in the home were fit-for-purpose. The changes
include:
8.34 Hackney’s Parking and Enforcement Plan (PEP) guides how parking is
managed in the Borough, covering topics such as parking permits and
vouchers, consultation, disabled parking, controlled parking zones and
enforcement against inconsiderate and dangerous parking.
8.35 The first PEP, agreed in 2005 has elapsed and a new one has been
developed to set Hackney’s parking policies for the period 2010-2015.
The draft PEP has over 70 pages of information on Hackney’s parking
policies. Here is a summary.
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• Maintaining traffic flow and road safety
• Supporting the delivery of the 2012 Olympic and Paralympic
Games
• Improving local air quality and reducing carbon dioxide emissions.
8.37 To help us develop our PEP, we have been looking at how other
councils manage similar parking issues. We have also been looking at
the feedback we’ve received during the lifespan of the current PEP.
Based on our findings, we want to:
8.38 As well as new policies, the PEP proposes areas for us to review in the
period 2010-15. These are:
8.39 You can find copies of the current and newly drafted PEP at
http://www.hackney.gov.uk/pep.
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Consultation Process
8.40 The consultation ran for eight weeks (from Friday 29 January to Friday
26 March 2010, although responses were accepted for a further week).
During this period residents, businesses and other key stakeholders
were asked to comment on the policies in the draft PEP.
8.43 Public meetings and road shows –Parking Services attended the
following events to promote the consultation and answer questions:
Annual-Report-200910
provide copies of the consultation documents, advertise public events
and encourage the reader to respond online. The front page of the
website was used to advertise the consultation, as was an issue of the
internal staff news bulletin.
8.47 Market Visits – Market Inspectors and Project Officers made short
visits to markets to Ridley Road and Hoxton Markets, to consult on
whether there was a need to create a Markets Permit.
8.48 We are continuously looking for ways to deliver services that is better
value for money to borough’s residents and visitors.
• Car pound was relocated to inside Hackney and that gives not
only easy access for customers to reach via public transport
and it is within the London borough of Hackney.
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• We are investing more in quality of their car parks. One recently
refurbished was in Bentley Road.
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9 What’s coming up in 2010/11
9.3 You can find copies of the current and draft PEPs at
http://www.hackney.gov.uk/pep.
Shared Services
9.4 We are currently reviewing our Parking Service in Hackney to meet the
current and future financial challenges we all face and to provide the
quality services that our residents and businesses expect. We are
hoping to start joint working between authorities to improve ways of
working and reduce costs.
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9.6 We will be setting up forums with neighbouring boroughs to discuss the
opportunities and see how we can produce a high quality, low cost
service.
9.8 The scheme will promote cross departmental working allowing the
Council to be much more responsive and effective in dealing with
reporting and fixing street defects and coordinating action around anti
social behaviour. The pilot Scheme will coordinate work with a number
of our internal departments which Include:
9.9 The Pilot will test the adoption of ambassadorial elements in a discrete
area, for example all or part of a CPZ, for defined periods of time.
CEOs will be asked to separately record their observations from the
appropriate group of items but in every other way continue in their
duties as normal. The analysis will look at:
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9.10 The Council is in the early stages of the pilot scheme. Initial feedback
indicates encouraging signs that CEOs are working effectively to
identify additional street defects, street hazards, graffiti and waste in
the borough. The information is being reported back to our colleagues
in the relevant departments to ensure that information is used to take
correction action on the ground swiftly. The Council will know if the
pilot scheme is a success towards the end of 2010. It is proposed that
all outcomes from the Ambassador Pilot will be presented to the
Council’s Seamless Public Realm Board. This body will be responsible
for recommending which ambassadorial elements are included in the
new PEC.
9.14 The new PEC will still be focused on delivering a quality based service
and incorporate strong contract management agreements to
continuously drive service standards for the life of the contract. The
new PEC will incorporate additional elements to help the Council
deliver a wide range of services more seamlessly, such as reporting
street defects and hazards, graffiti and anti social behaviour and
dumping of illegal waste. CEOs will form a key part of the Councils
information gathering, promoting intelligence sharing and helping to
coordinate enforcement activities.
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Partners in Parking (PiP)
9.17 We first became aware of PiP during the pay and display machines
procurement process. Following a comprehensive assessment it was
estimated that PiP membership would save the Council £42k annually
on machines alone. As well as achieving saving through the
economies of scale open to consortia, the PiP will also be able to
encourage suppliers continue to focus on delivering continual customer
service improvements. Parking Service therefore felt that PiP
membership would provide the Council with the opportunity to achieve
best value and to promote, share and jointly develop best practice.
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• An opportunity to access funding from the PiP management
budget to cover our resource commitment
• Possible improved access to our machines supplier’s higher
echelons of management
• Opportunity to propose other consortia initiative – e.g. machine
installation services
9.19 PiP have also engaged in a number of initiative to help deliver a more
consistent parking service across London and particularly share ideas
about
9.20 Since joining PiP, we have taken part in the Work and Wellbeing
Study. We and our parking enforcement contractor both took part in
this study which we later part funded. The study looked at CEOs’
occupational health. We are also intending to look at the Stationery
contract in 2010. The Stationary Contract is primarily mail processing.
Customer Initiatives
Channel Migration
9.21 Over the past year, Parking Services has been developing a number of
initiatives designed to deliver improved access to services for our
customers. One such initiative has been the Channel Migration Project
which has been focused on delivering web based services for applying
for parking permits, resident visitor vouchers and submitting parking
representations.
9.23 The resident permit online service was officially launched in late
February 2010. This web service offers customer the ability to apply for
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and renew their resident permits without visiting the cashier’s office.
From March to August 2010, over 1000 customers had used the online
services to purchase their resident permits, which accounted for 3.5%
of all permit applications. According to the feedbacks, 82.5% of the
customers found the online service easy to use, and 77% of the
customers believed this is a more convenient way of purchasing
resident permits.
9.26 The surcharge for a household’s second vehicle will be set as 50% of
the standard residential permit price – which is £46 in 2010/11. The
charge will be cumulative (for example, it would apply twice to a
household’s third permit at an additional cost of £92) but for charging
purposes, permits for ‘green’ fuel and electric vehicles will not count
towards the household’s total. The surcharge will not depend on the
vehicle’s engine size.
9.27 The table 6.1 relates the price of a permit under this policy and ‘green’
charging, based on 2010/11 prices.
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* Not including ‘‘greener’’ and electric vehicles. For example, if the first vehicle is a ‘green’ vehicle
then there will be no surcharge for the second permit.
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9.31 In conjunction with the review of Zone D which was held in 2009, local
residents and businesses in a wider ‘displacement’ area outside of the
zone were also consulted on the proposed introduction of parking
controls. As a result of this consultation, majority support was received
from local residents in several roads in the Hackney Central area.
Parking Services are currently consulting with affected residents about
the design of the new parking controls with implementation planned for
September 2010.
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10 Glossary
Terminology
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