About Parkway
Parkway Corporation is a privately held organization with core businesses in real estate development and parking operations. Parkway operates more than 100 facilities in eastern North America, from Florida to Toronto, and maintains corporate headquarters in Philadelphia, Pennsylvania. Unlike our competitors, Parkway developed and owns many of the facilities we manage, and this gives us an owner's perspective.


Executive Summary
In May 2001, Parkway installed an automated self-service, “Pay on Foot” system at our facility on South 12 th Street and Walnut Street in Philadelphia, PA. This innovative system is comprised of entry and exit pay stations, revenue collection equipment and integrated reporting and database software. Patrons independently complete a cashierless sale transaction with cash or credit card.

Business Challenge
This Parkway facility experienced long exit lines, particularly after theater events. Parkway needed to eliminate the long lines, thereby improving traffic flow, increasing turnover, and increasing customer satisfaction. Parkway also wanted to increase profitability while simultaneously maintaining a positive customer payment experience. Overhead costs needed to be reduced through the optimization of human resources and the implementation of an automated payment system that customers would find user friendly and convenient.

The Solution
Parkway implemented a self-service, “Pay on Foot” system from Amano/McGann, using local PSx to accomplish installation. Parkway analyzed the business needs and, most importantly, the needs of our customers. We evaluated several vendors' offerings before settling on an Amano/McGann system. A solid signage package was required, particularly to educate the occasional parker. A variety of validations had to be supported, which is a challenge in an automated facility. Transient customers required the ability to pay in a number of ways. (1) by taking a ticket upon entry and paying using cash or credit at the Pay Station on each garage level, (2) by taking a ticket upon entry and paying via credit card at the exit, and (3) by inserting a credit card to vend the entrance gate, and then using the same credit card to pay at the exit. Individual and fleet permit customers were being invoiced monthly, and an electronic interface between the 12th and Walnut Street garage system and the Oracle accounting system as needed to automate the process of garage-resident data maintenance. Monthly customers were given the choice of credential to effect garage entry and egress: either the industry standard proximity card, or a hands-free radio-frequency based and windshield-mounted electronic tag.

Value and Benefits Delivered
The conversion of a cashiered location such as this, to a customer self-service payment system, brings five major benefits. (1) Payroll-expenses are significantly reduced because staffing is converted from cashiers to customer service functions, with only minimal management needed. (2) The increase in realized revenues that result from more robust revenue control processes afforded by these systems can be 5-15% or more, depending upon effectiveness of pre-automation revenue control. (3) Customers tend to prefer self-service payment systems over cashiered methods by three or more to one due to the speed and convenience they afford. In fact, customers are frequently drawn to these automated locations on this basis alone. (4) Automated systems generate data that can be used to better manage operations. (5) An increase in the speed of customer exits generally results in higher turnover, reduction in pollution, and improved customer satisfaction.