25F - AGMT - PARKING CONTROL SERVICES

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SECTION S, IMPLEMENTATION PLAN Page4 PHASING APPROACH - SCOPE OF SERVICES Our local team and our municipal division are well versed in Turn Key Parking Opera- tions. We have successfully integrated, marketed, upgraded technology, provided Stakeholder Meeting, Educational Workshops as well as implementing an Informa- tional & Customer Support Hotline for the public. Our knowledge and expertise in successfully transitioning from both City Operated (in-house) operations and from other parking operators is critical and our current client list demonstrates our ability to implement and execute our plans successfully. Our most recent success stories include the transition of parking programs in the City of Newport Beach and City of Riverside. Although one would not consider Parking Enforcement Officer a typical customer service representative, it is critical that the enforcement efforts still follow the strict guidelines of a true Ambassador Program. Central Parking started its Ambassador On-Street Parking Program in the first outsourced program for the City of Charlotte in 1997 to help dispel the perceived. We have found that Premier Training yields out- standing results and have adapted the training principles of our hospitality subsidi- ary, USA Parking, via its USA Parking University, which is now responsible for our na- tional training programs. Our full-time trainers, with over 60 years of hospitality ex- perience will organize and administer training to our Santa Ana Enforcement Team at least twice a year. Training classes will consist of Aggressive Hospitality, Service Re- covery, Loss Prevention, Revenue Management, Relationship Building, City knowl- edge and much more. All training is based on American Automobile Association (AAA) Five Diamond Standards. These training sessions will be held our Costa Mesa offices near South Coast Plaza on the corner of Bristol and Sunflower. It is not enough to just look to the future, as a category leader we must help define it. Central Parking is accelerating in municipal service contracts all across the county for just this reason. Through technological advances, national resources, and institu- tional best practices we have consciously focused on the desired contract deliver- ables of Exceptional Service. Reliability and Cost Effective Solutions for our clients. PERFORMANCE EXPECTATIONS AND EVALUATION Central Parking recommends meeting with the City representative on a weekly or monthly basis to review operations. To ensure a high level of client and customer satisfaction, we also recommend meeting quarterly to evaluate Central Parking's overall performance. At our City of Anaheim project, we meet once a week for an operational overview and meet quarterly for a thorough qualitative evaluation of our performance. A scoring system is used to gauge the performance of our team. Crite- ria for evaluation consists of categories including customer service, meeting financial thresholds, contract compliance, communication, cleanliness and maintenance. These quarterly meetings are extremely helpful for both the City and Central Parking as it helps identify any areas that need improvement. As the Parking Enforcement Services provider, Central Parking will comply with all given guidelines from the City and will only require the assistance from the City on matters that are beyond the scope of our contractual obligations. With that being said, we hope to establish an open line of communication with the City liaison, where a strong partnership can be formed. 25F-67