Obtaining feedback and ideas
Over the past few years, Arlington’s Residential Permit Parking (RPP) program has worked to enhance the customer experience. In 2024, a public feedback form gathered valuable insights from program participants. who received renewal packages. The form was also available via QR code and a link on the RPP website.
Who provided feedback
As 7,425 households participated in the RPP program, 134 people responded to the feedback form. Of those, 63% used the online form offered, while 37% submitted responses in paper format. In contrast, during the 2024 program year, 92% of households applied for materials exclusively online while and only 8% applied by paper application.
In terms of pass classification, about 93% of respondents said they purchased residential materials; about 6% said they purchased landlord passes. Less than 1% of respondents ordered a contractor or Good In All Zones permit.
How people use and experience RPP service today
The questionnaire asked about payment type and program experiences. Participants were able to submit multiple choices in response to these questions.
In terms of payment options, 47% of answers said they paid online by credit card, 33% paid by mailed check, and the remainder of answers involved in-person payment options. In contrast with actual system activity, during the 2024 program year 92% of households paid for materials exclusively online, and only 8% applied using a paper application, paying by either check, cash, or credit card.
Additionally, customers provided feedback on recently experienced program issues. In response, 52% of selections indicated delays receiving materials, 13% told of forgetting to display materials in/on the vehicle, 6% reported materials were stolen, and 6% reported materials were damaged. Another 13% of answers specified the category “Other,” and mentioned issues ranging widely from damage to vehicles to problems with system access.
Looking to the future
The Residential Permit Parking team is committed to enhancing the program experience by exploring new ways of doing business. Asked about which payment options respondents would like to see in the future, 52% of selections indicated a preference for online payment of some sort (credit card, check/bank transfer, and mobile wallet), while others liked continuing to be able to pay by mail via check (24%), and options for in-person service at the Bozman building (see Figure 1).
Figure 1: Preferences for future payment options
We also asked participants their preferences for future features of the system/program. Here, the top three answers were “Renewal Without Re-entry of Information” at 33%; followed by “Instant Fulfillment of Permit Materials” at 23%; and “Improved Parking Enforcement” at 20% (see Figure 2).
Figure 2: Preferences for future program features
Responding to feedback
Since most customers purchase vehicle-specific permits annually, and feedback form responses indicated that many wanted access to their historical vehicle data without having to re-enter it, we took action in fall 2024 to enhance the user experience by implementing a new feature in the customer portal allowing applicants to seamlessly re-populate their previous year's vehicle information. This simplifies the application process for return customers, reducing manual entry and making permit renewals more efficient and user-friendly.
As we move forward managing the program, staff are also looking at how best to implement:
- instant fulfillment of parking materials (to eliminate delays)
- using technology to improve RPP enforcement (to improve the on-street experience)
- flexible, individualized application periods (to reduce peak demands on staff that can contribute to customer service challenges)
- digitization of permits (to help to achieve goals above)
- expanding online payment options to include e-check and mobile wallet options (making payment even easier).
We appreciate your willingness to provide input to help us manage a more efficient, user-friendly and modern RPP system.