Enhancing Revenue and CX for One of the Nation’s Largest Programs
History and Context
In 2019, the Philadelphia Parking Authority (PPA) selected Duncan as its new servicing partner, replacing a long-time incumbent. The PPA program is among the nation’s largest with annual volumes including:
2M citations processed
2.5M notices sent
1.25M registered owner requests
$100M+ in revenue
25,000 boots
50,000 tows
4 walk-in payment locations
Delivering Results for the Agency and its Motorists
Within just a few years, we partnered with the PPA to activate numerous enhancements, enhance the program’s cash flow, and modernize the motorist CX.
Increasing revenue and recovering from the pandemic
Increased collection revenue by 42%
Through proprietary account linking, increased boot-eligible vehicle count by 77% and doubled weekly boot notice rates
Began processing for new speed infraction program, expanding our existing parking and red-light violation management responsibilities
Implemented secondary collections as one of three selected vendors; since go-live, we have collected $3.5M and are the #1-ranked vendor
Activated frivolous/fraudulent payment-blocking logic and alerts
Driving innovation, simplification, and digital transformation
Enhanced scofflaw and registration suspension notifications, adding $2M in revenue
Resolved tickets stalled by match issues, adding $1.5M in revenue
Sped up collection workflows and reduced manual steps
Audited and enhanced records and reports, increasing the efficacy of noticing, booting, and collections
Introduced automatic tow dispatch, giving parking enforcement officers a seamless way to make in-field requests
Implemented handheld enforcement LPR nonstandard plate configuration alert and character review
Improving the motorist experience
We completely revamped the online customer portal, so it now offers:
Multilingual support
Mobile-friendly self-service experience
Single place to pay and view violation details (e.g., photos, contest/dispute violations)
Ability to purchase and renew residential parking permits
Consolidated information about vehicles that have been booted, towed, registration suspended, and impounded
Interface for applying for payment plans
Ability to pay for violations across multiple vehicles registered to the same party
Vehicle auction tool integration
Laying the groundwork for future enhancements
Planned improvements include:
Increase collection of auction fee tickets (worth ≈$60M)
Automate merging of same-name accounts, improving noticing, booting, and collections
Adjust booting eligibility, basing it on account/name instead of individual plates
Ground-up redesign of custom, white-label enforcement application with LPR-centric enforcement flow
Expanded motorist communication channels (e.g., adding email and text)
E-signature for document execution, including email capability