I read where the head of the Calgary Parking Authority, Dale Frasier, is out of a job. You can read about it here and here
In his more than a decade as head of the Authority, Dale had been a leader in the institution of new ideas and the development of cutting edge technology for revenue collection and enforcement. The ParkPlus system developed by the Parking Authority was touted as an example of what a can do authority can accomplish.
However technical hiccups brought bad press. In one incident, the system double charged all parkers who used credit cards. The money was refunded, but the PR was deadly. This past year, an audit hit more on the “arrogant attitude” of the Authority. When the audit was presented, the head of the authority might have used a slightly better approach than ducking the media and using a side door.
From an “opinion columnist” in the Calgary Sun:
One year ago, the authority was slammed in consultant’s report, which cited a “perceived arrogance” among customers and offered examples like photo tickets issued as drivers were climbing back into their cars.
Of course, Fraser promised change — just as he did in April 2000 when he told city council he would improve the attitude and empathy of his officers.
“Our focus is not on issuing a fine — we would rather have somebody understand than to write a ticket,” said Fraser eleven years ago, when fine revenues were just $3 million a year.
More than a decade later, the officers still collect every penny with scorn and petulance.
Fraser’s role in the rotten on-street service has never been totally clear, though he showed a glimmer of the truth on Thursday, just hours before his pink slip arrived.
He refused to rip up a ticket issued to the driver of a charity van dropping of donations for victims of the Slave Lake fire, saying a cancelled fine would set a bad precedent for others wanting fines erased.
In other words, the Calgary Parking Authority can’t show mercy, lest someone else expect compassion.
Andy’s comment – “Brutal.”
Note – The Calgary Parking Authority Issued this news release yesterday:
Calgary Parking Authority reviews ticket issued to volunteer
Upon immediate review of the ticket issued to the volunteer for the Cerebral Palsy Association of Alberta yesterday, the Calgary Parking Authority is no longer pursuing payment of this ticket.
The CPA would like to offer our apologies for the way this situation was handled.
This is what I have been talking about over the past year. We do ourselves no favor by being consistent to the point of arrogance. We can win all the battles, but lose the war. Are their two sides to this and other like stories? Of course. But in the end, it makes no difference. Perception is reality. May not be fair, but it’s a fact.
JVH
