Operational Services Update Presentation for AOS Conference By Emma-Louise Ford and Gemma Dorans 19 February 2019 - British Parking Association
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Operational Services Update
Presentation for AOS Conference
By Emma-Louise Ford and Gemma Dorans
19 February 2019
What do you require from the BPA? Responsiveness Support Focused effort Fairness and transparency Open Governance structure Credibility with stakeholders Lobbying of Government Relationship with the DVLA
General Update 118 Approved Operators Only one member left the AOS to move to the other ATA in 2018 Companies applying to join the AOS is on the increase Ops team fully staffed – 2 new Compliance Officers joined us this month 80/20 principles remain across the department Service standards being adhered to Vexatious correspondence policy in operation
Achievements Last Year
Answered 6,723 Conducted 1,518
Handled 5,263 Enquiries
telephone calls investigations
Carried out 1001 Annual Audit completed 2 POPLA workshops
Mystery Shopper Visits for every AOS member completed
Issued 29 Sanction
67% complaints received
Points – most of which
are dealt with by BPA
First AOS Conference were due to a lack of
staff without having to
responses from
involve the Operator
members.Team objectives this year
Everything on the previous slide – again !!
Maintain departmental service standards
Integrate the new BPA CRM system which will streamline
investigations
GDPR, POPLA and CCTV Workshops – FREE
Launch POPLA into Scotland and NI
Advise Members on matters pertaining to the Private
Parking Bill
Be fully prepared for the changes the Bill will make on
working practicesHow Your Compliance is Monitored (i)
• All membership applicants undergo an All paperwork
extensive compliance check before joining must be
provided and
the scheme. reviewed
1,000+ car Operators are
parks visited then subject to 6
each year to months
review onsite probation
compliance
External audits for Probation
all Approved
period includes
Operators by
formally qualified their first
BPA Area Managers external audit
Once audit is signed
off and probation
• Objective is to get all operators compliant period complete,
from day 1 probation is either
passed or extendedHow your compliance is monitored (ii) Last year 6700+ pieces of motorist correspondence were received – early indications are that this will be matched in 2019 Office based team handle 1000’s of calls each year from motorists All complaints received are investigated and results communicated with an objective to turnaround in 14 days Market leading Code of Practice regularly reviewed by a panel of operators and representatives from consumer organisations If the Code is breached, Sanction Points are awarded – 6 levels depending on seriousness Compliant members can be assured that action is taken against those who fail to comply – 7 members expelled in last 10 years Free to attend membership networking opportunities – no additional charge to members
POPLA 205,840 appeals registered since OS took over 62,148 appeals withdrawn - 30% - 27% by operators 131,928 decisions made 74% of decisions in favour of the Operator Portal upgrade – delayed to Q3 2019 POPLA workshops being planned for Q3 2019 POPLA being introduced in Scotland and Northern Ireland
POPLA in Scotland and Northern Ireland
POPLA will be introduced in Scotland and N Ireland 1 May 2019
All Operators issuing tickets here will need 2 new POPLA codes
POPLA must be able to identify those tickets issued in these
countries
Only the driver can appeal in Scotland and N Ireland as there is
no POFA
We will be circulating the wording for your rejection lettersYou can also read
