25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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SECTION 8 • PLANS I Page FACILITIES IMPROVEMENT PLAN DEPTH OF SUPPORT FOR FACILITIES IMPROVEMENT If awarded this prestigious contract, Central Parking will evaluate the entire opera- tion and make recommendations to the City of Santa Ana to improve its assets. Some immediate changes we will make are; painting of the curbs and islands, paint- ing of the parking booths, replacing or reaffixing of wheel stops and leveling all gate arms. A fresh coat of paint is a simple yet very effective method of improving the aes- thetics of a parking facility immediately. Our maintenance team will be trained using the proper tools and procedures for carrying out painting assignments. Central Park- ing understands that the key to a great maintenance program begins with the right personnel that are trained correctly and equipped properly. Our Regional Manager, Senior Operations Manager will visit the site at least once a week. We are similarly committed at each of our other parking portfolios and welcome your ingLiry to our current list of clients. AMBASSADORS The key to every successful parking operation is the front line employees, or as we at Central refer to as Ambassadors. During our many visits to the City of Santa Ana parking facilities, we were surprised to see many of the cashiers not displaying good customer service, whether that was because they were on their personal cell phone or that they were not engaged with the customer during the transaction. Improve- ment of the parking program needs to begin with our front line staff. Friendly, engag- ing ambassadors are what the City of Santa Ana deserves. We recommend imple- menting a detailed disciplinary criteria that encourages employees to exemplify the best in customer service standards. We also recommend that the cashiers wear a more formal uniform such as a dress pant and blazer to project a more professional image. LOSS PREVENTION CHECKLIST Accountability through inspections and support from local management has been one of our keys to success here in Orange County. Our Project Managers meet with the City Operations Manager at least once a week. On top of the weekly meeting, a monthly inspection of the entire property is conducted to identify issues and to make recommendations to our clients. This is achieved through our Loss Prevention Check- list which covers all operational components of each facility. A copy of this report will be included in ou, monthly management report to the City of Santa Ana. SAFETY TEAM Central Parking's Safety Team which is comprised of project managers from every location in our region was implemented in 2009. The team meets quarterly at a pre - designated parking portfolio and spend the entire day analyzing the parking opera- tion. During this walkthrough, potential liability issues and hazards are identified and documented through pictures and a formal report. The Safety Team also inspects the parking office and employee work areas to ensure workplace safety through OSHA standards. A de_ailed report with recommendations is compiled by the Safety Coordinator and submitted to the client and our Regional Manager. Through this simple yet effecfve program, Central Parking has improved the parking operating efficiency and aesthetics at all its parking portfolios in Orange County. Due to page limitations, copies and samples of reports including. Maintenance Checklist, Loss Prevention Checklist, Safety Report and other reports will be made available upon request or during the oral presentations if needed.