Summary of Parking Reviews FY10MEMORANDUM
City of Miami Beach, 1700 Convention Center Drive, Miami Beach, Florida 33139, www.miamibeachfl.gov
OFFICE OF BUDGET AND PERFORMANCE IMPROVEMENT, Internal Audit
Tel: 305-673-7020, Fax: 305-673-7519
TO:
FROM:
Jorge M. Gonzalez, City Manager
Kathie G. Brooks, Budget and Performance Improvement Director ;~fib
James J. Sutter, Internal AuditovM
June 16, 2011 ("
VIA:
DATE:
SUBJECT: SUMMARY OF OBSERVATIONS FOR PARKING REVIEWS PERFORMED DURING
FY2009/201 0
As part of our Annual Audit Plan, Internal Audit performs a variety of operational reviews tailored to
ensure compliance to policies and procedures, quality of customer service, identifying potential
operational efficiencies, and ensuring that revenues and City assets are properly recorded and
safeguarded with respect to the Coin Room, Attended Lots, and Meter Enforcement operations of
the Parking Department.
OVERALL OPINION
Although observations documented throughout all of Internal Audit's reviews of the Coin Room and
Attended Lot operations did not provide us with reason to believe that any exception noted
significantly affects the overall financial position of the City, there were opportunities noted to
maintain and/or improve operational efficiencies, closer adherence to documented policies and
procedures, and customer service.
Furthermore, the enforcement capture ratio, calculated from our Meter Operation and Enforcement
reviews, continued to be lower than industry benchmarks, as reflected on the J.L. Donoghue
Evaluation of Parking System Revenue Control, despite a minor improvement of an additional
0.18% from last year when it was averaged at 8.38%. Insufficient enforcement results in not
maximizing parking revenues collected from both, the metered space and the issued citations.
Additional details have been provided later on this memorandum, under the corresponding
operation review performed, for further details and reference.
FINDINGS/OBSERVATIONS
During fiscal year 2010, a total of four (4) Coin Room, four (4) Attended Lots, and twenty three (23)
Meter Operations and Enforcement reviews were conducted at different unannounced dates and
times. Results from these reviews have been summarized, by operation, as follows:
Page 1 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16,2011
COIN ROOM OPERATION REVIEW FINDINGS:
Coin Room operation reviews are performed quarterly in order to verify that controls, policies and
procedures, and revenue accountability are consistently applied to the daily meter revenue
collections. For this purpose, unannounced site visits were made on November 18, 2009, and on
March 31, April 20, and September 24, of 2010 to review the Coin Room's daily operations at the
first floor of 309 23rd Street and later at the first floor of the City Hall's new garage location. The
following summarizes our findings and observations:
a) Despite the many advantages of Parkfolio, some master meter numbers programmed in the
system's database continue to differ from the actual assigned physical numbers on the
equipment. Although some have been already corrected, this represents a challenge for
collectors since it can be difficult to identify the machine assigned for collection. This finding
had been reported on previous reviews and it continued to be a work in progress.
b) Minor discrepancies were observed between the number of single space meters audited by
the collectors, using the hand held computers during collection, and the number of single
space meters opened for collection, as reflected on reports generated from the Medeco
programmable key system, during the previous collection. These minor differences were
observed in most areas except on Zone 15A and Zone 16A where greater differences were
noted. These differences could be the result of single space meters being collected, but not
audited, using the hand held computers. In addition, some of the minor differences
experienced could also be the result of either a handheld computer malfunction and/or the
reader not being properly inserted into the single meter.
Continuing this pattern represents a departure by the collectors from established policies
and procedures for the collection process. Furthermore, information gathered from these
single space meter audits is fundamental, used as a compensating control, and reconciling
item over revenues collected. As a result, this finding should be immediately communicated
to the Contractor and its employees in order to prevent reoccurrence. Concurrently, in the
event a meter is collected, but not audited due to computer malfunction, the meter number
should be identified and the collector should immediately communicate to the coin room in
order to receive a replacement handheld in good standing.
c) The "Collection Activity Summary" from the Medeco programmable key system (Nexgen
Security Manager Parking) is supposed to show a count of all single meters operating at
each zone throughout the City. In addition, it should provide a unique count (meters opened
counted once even if key inserted multiple times) of meters opened for collection and a
number of meters skipped, if any. However, after reviewing the systems database used to
activate and program the keys, Internal Audit found discrepancies in the total number of
single space meters shown as operational in certain zones between the two sources. The
causes for the differences should be identified and corrected as soon as possible.
Finally, considering the current technology and resources available, Internal Audit
recommends revising the acceptable reconciliation variance percentage, currently set at five
percent (5%) to lower levels more reflective of the current operation and resources for
improved controls. Also, any variance experienced in any particular collection zone and
above the acceptable reconciliation variance threshold should be researched, documented,
and explained including factual results from the research.
d) Every morning at 6:00am during weekdays the Meter Technicians punch in as on-duty at the
Page 2 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
meter shop, located at 1837 Bay Road. They then drive to the coin room where they wait
until all canisters and equipment are distributed to the collectors in order to receive their
maintenance keys from the coin room staff. Usually that does not happen until 7:00am or
7:30am.
Internal Audit recommends considering storing and distributing the technician's keys at the
meter shop. The assignment, signing out, and signing in process, currently performed by
coin room staff can be performed and controlled by the On-Street Operations Manager and
the Parking Operations Supervisor. Implementing this recommendation could reduce the
potential for unwanted attention to the coin room, as well as allowing the meter technicians
to start sooner in their daily operations and experience potential savings by avoiding the
commute to the coin room, unless being assigned to escort the collectors for that day.
e) Another observation made was with respect to the number of meter technicians assigned to
follow the meter collectors during the meter revenue collection process. Historically, two
meter technicians per collection vehicle are being assigned to follow the meter collectors
while performing the daily meter revenue collection. The technician's responsibility during
this process is to be available in case a meter does not open, or to perform immediate
maintenance to facilitate collection.
Because there are three (3) collection vehicles, a total of six (6) meter technicians are
assigned Monday through Friday to follow the meter collectors during the collection process.
Considering that there are a total of ten (1 0) meter technicians overall in the City, that
means that performing this task absorbs sixty percent (60%) of the meter technician human
capital available. Internal Audit opines that utilizing so much of the City's technician
resources does not provide for an optimal utilization of resources and time.
Under this premise, Internal Audit recommends to consider options that could ultimately
reduce the number of meter technicians assigned to the meter revenue collection process.
By assigning fewer technicians to the collection process would allow them to focus on meter
maintenance and other projects as required that would ultimately result in less meter
malfunctions during the collection process.
f) A total of 29 single space meters scheduled for removal and deleted from the Medeco
programmable key database were still present in the zone and were not properly bagged.
As a result, there is a high probability that coins were fed to the meter by transient vehicles
parking in the location. However, by removing them from the collection programmable key,
it was impossible for the meter collectors to open the meter vaults and collect revenues in
those meters. In addition, it did not prevent the meter collectors from attempting to collect
them since no bags were placed. Better coordination between the scheduling, bagging
and/or removing the meters should help in preventing confusion and delays in collection
process.
g) With respect to the responsibilities set and agreed by the Meter Collection Service Provider
(Standard Parking), Internal Audit was able to confirm that two out of the three collection
vehicles used for the daily collection did not have functioning air conditioning, which is a
direct contradiction to requirements of the governing RFP. In addition, the tires on one of
the collection vehicles seemed worn out, particularly the front right tire. Internal Audit
recommends communicating these deficiencies to the contractor for immediate corrective
action in order to comply with RFP requirements.
Page 3 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
No other significant findings were observed during our reviews and the department continued to
show a commitment towards improved processes and efficiencies.
Management Response(s):
a) Although, multi-space meters are not relocated frequently, these changes do occur. This is
done as a coordinated effort with the vendor, but there is an inevitable lag time between the
changes of the multi-space meter numbers. This is communicated to the collectors to avoid
confusion.
First the new number is requested to the vendor for activation; second the number is tested in
parkfolio for operability and to verify communication; once this is confirmed the actual on-street
relocation takes place and the machine number is replaced. If these steps are not followed in
this order the machines will not communicate or accept credit card transactions. The old
number remains in the inactive list for six (6) months for retention of revenue history.
b) Agreed. We communicate these issues with the contractor. The handheld auditing devices are
checked daily before being issued to the collectors for correct time, date and to ensure that they
are working properly. Collectors inform the coin room staff of any malfunctioning devices.
However, sometimes this malfunction is not discovered until after the reports are downloaded.
Although these issues may occur, we handle them on a case by case basis depending on the
circumstances.
c) It is important to note that the equipment used is from different vendors, i.e. the single space
mechanisms are from MacKay, the single space electronic locks on the doors are from Medeco;
these systems do not communicate and are intended to function as stand-alone systems. The
differences may occur from a number of different circumstances in the field.
In regards to your recommendation to revise the 5% standard and to research, document and
explain each variance will be taken under advisement. This recommendation would require
additional staffing resources in order to implement.
d) Internal Audit's recommendations were noted and changes were made to the time the Meter
Technicians pick-up and turn-in their keys. However, in order to keep better control of the keys,
the Parking Department will continue to store the keys in the coin room, since it is equipped with
the proper security features to safeguard this equipment.
e) Completed.
f) Agreed.
g) This has been addressed with the contractor; however, the contractor is still not in compliance.
ATTENDED LOTS OPERATION REVIEW FINDINGS:
Attended Lots operation reviews are performed quarterly to evaluate operations and compliance
with documented policies and procedures established by the City's Parking Department. These
reviews are completed on two phases: Un-announced secret observations and lots walk through.
Visits on January 31, February 12 and 15, March 28, and September 11 to different attended lots
were conducted during FY 2010. The following summarizes the results from our observations and
walk through during our visits:
Page 4 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
a) An option to either pay the flat event rate or feed the meters was being offered to patrons at
all attended lots. Although having the option to pay the meter provides flexibility for visitors
and residents parking for short periods of time, it becomes a challenge for the attendants to
control the enforcement and compliance in the lot. In order to seek enforcement, the
attendants would have to be continuously walking the lots in order to verify compliance
instead of focusing on providing customer service and directing traffic to better manage the
flow, operations, and capacity in the lot.
In addition, providing the option to feed the meter on the 46th Street lot, which remains open
past the hours of enforcement in that zone, becomes a greater challenge as meters in that
zone are enforced until 6:00pm only. Individuals paying the meters would only be required
to pay until 6:00pm, but may stay later.
Providing the option to feed the meters defeats the purpose of attending the lot and applying
the event flat rate at the lot. Most of the time is not even cost effective or economically
sound to attend the lot when providing this option, since very few tickets at the flat event rate
are sold and the costs of attending the lots exceed the realized incremental revenues as a
result of the flat event rate. This is because feeding the meter is more affordable since any
patron parking for less than twelve (12) hours would pay less than the flat rate of $15.00.
Based on all these factors, Internal Audit recommends to cease offering the option to buy
increments of time through feeding the meters once a lot is been declared to be servicing an
event (event lot) and a flat event rate is offered through the attendants.
b) Poor coordination, traffic controls, and preparedness was observed during the 2010 Home
Show. A major factor contributing to road blocks and traffic congestion in areas surrounding
the Preferred Lot (P-Lot), North of City Hall, was placing the valet operation storage at the
new garage located to the west of City Hall. This increased the flow of traffic on 18th street
as a result of vehicles being parked and returned to the valet customers. These events
drastically impacted the service level expected from the valet parking operation, as well as
worsening traffic conditions to the P-Lot.
Better pre-event planning should take place to prevent or better react to adversities
experienced during special events and ensure a higher quality of services rendered to event
goers, as well as event promoters and exhibitors.
c) Lack of enforcement of the attended lots were experienced throughout the four reviews
performed during the fiscal year, partly because of a lack of communication between the
attendants, the attendant's supervisors and parking enforcement. In order to prevent this in
the future, Internal Audit recommends training and reminding the attendants to periodically
review the lot for violations, and immediately communicate those violations observed for
enforcement. In addition, a more proactive approach from enforcement by conducting
periodic random reviews of the lots, as well as better response to requests for enforcement
from the attendants should help to minimize and/or better capture the number of violations
experienced in the lots.
Management Response{s}:
a) Parking Administration understands Internal Audits' recommendation, however, from a
customers' service approach, we allow Miami Beach resident short term parkers (less than 3
hours) to pay the parking meter in lieu of the flat rate. Please note that these residents are
Page 5 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
paying the hourly meter rate for the period of time used. If they exceed the time, they are cited
accordingly.
b) The City Hall Garage opened in late November 2009, there was a learning curve regarding all
major events that take place at the Convention Center, Lincoln Road, Filmore and NWS. The
valet storage was transitioned to the City Hall Garage immediately after the 2010 Boat Show.
This also exacerbated the aforementioned learning curve. The Parking Department now has a
traffic plan in place that addresses traffic flow in the area.
c) We have instructed the contractor to have their personnel communicate with the City supervisor
when enforcement is needed.
METER OPERATION AND ENFORCEMENT REVIEW FINDINGS:
Meter Operation and Enforcement reviews are preformed throughout the year in order to confirm
that the number of citations issued and observed divided by the number of violations observed is at
least 25%, as recommended by the J.L. Donoghue Evaluation of Parking System Revenue Control
dated June 28 111 , 2000. This ratio is also known as the Enforcement Capture Ratio. Internal Audit
also verifies whether meters are in good working condition, ensures that there are no hazards to
customers and/or their vehicles when using the parking spaces. In addition, we verify that meters
are not vandalized or painted with graffiti. Exhibit 1, later attached reflects results from our reviews.
In addition we have summarized results from the twenty-three (23) reviews performed this fiscal
year with respect to the Meter Enforcement Capture Ratio as follows:
a) Using the results from our reviews we estimate that approximately one (1) out of every four (4)
metered spaces occupied in the City is in violation, and approximately one (1) out of twelve (12)
of those in violation and eligible for citation is captured. To better illustrate this relationship for
the past fiscal year the following chart was created using the results from our reviews:
RELATIONSHIP AMONG METERED SPACES OCCUPIED WITHOUT VIOLATIONS,
47 METERED SPACES OCCUPIED WITH VIOLATIONS NOT CITED, AND METERED
SPACES OCCUPIED WITH VIOLATIONS CITED
r!l# OF METERED SPACES OCCUPIED
WITH NO VIOLATIONS
ll# OF METERED SPACES OCCUPIED
WITH VIOLATIONS NOT CITED
D# OF METERED SPACES OCCUPIED
WITH VIOLATIONS CITED
Note: Tala/number of occupied metered spaces tested was 2, 435.
In contrast, the overall average of Meter Compliance Ratio (the number of occupied metered
spaces with no violations added to the amount of occupied metered spaces with violations cited,
divided by total number of occupied metered spaces) averaged 79.38%. This means that
approximately out of every one hundred (1 00) occupied metered spaces in the City,
Page 6 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
approximately seventy-nine (79) were not in violation and/or the violation was cited. This
represents a slight improvement from last year when this ratio was 7 4.31 %.
b) An average Enforcement Capture Ratio of 8.56% was observed to be less than desired industry
benchmark of 25%, as per the J.L. Donoghue Evaluation of Parking System Revenue Controls.
However this is an improvement over the 8.38% observed in the previous fiscal year. The
following charts helps to illustrate the average capture ratio resulting from our reviews:
12%
10%
8%
6%
4%
2%
0%
AVERAGE ENFORCEMENT CAPTURE RATIO
(#OF CITED VIOLATIONS DIVIDED BY THE TOTAL VIOLATIONS OBSERVED)
8.56%
rm% OF VIOLATIONS OBSERVED WITH
NO CITATION
lill% OF VIOLATIONS OBSERVED WITH
CITATION (CAPTURE RATIO)
AVERAGE QUARTERLY ENFORCEMENT CAPTURE RATIO
(FISCAL YEAR 2010)
1st Qtr. FY2010 2nd Qtr. FY2010 3rd Qtr. FY2010 4th Qtr. FY2010
Actual observation results from our reviews are reflected on Exhibit 1 provided along with this
report for further details.
Other observations during our reviews included the following:
• Poorly written and/or incomplete Daily Activity Reports by the enforcement officers.
• Errors regarding vehicle and zones of enforcement assignments to the officers on the
Enforcement Division Daily Schedule, prepared by the shift supervisors.
• Contradicting information with respect to actual observations was entered on the
Enforcement Division Daily Activity reports.
Page 7 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16, 2011
As a result, Internal Audit recommended to the Parking Enforcement Division to implement
additional internal controls by reviewing and comparing all daily schedules to include the
officer's Daily Activity report, the Officer/Unit Status Inquiry Listing, and the Detail Call for
Service Report, to verify their reliability, legibility, and ensure their agreement. Any exception
should be investigated, resolved and documented. Once the review is complete, then the
reports should be signed as reviewed by the shift supervisor.
c) Throughout the last few Meter Operation and Enforcement Reviews performed, Internal Audit
has noticed an increase in multi-space meter receipts displayed with expiration on the following
date. One probable cause is that moneys inserted into the multi-space meter station for credit
beyond the enforcement hours generate a receipt which allocates the excess credits to the
following day. This is a fair practice since the patron does not loose moneys already inserted if
the patron intends to park the next day on the same area.
However, considering that there are two different parking zones in the City, offering different
rates for metered parking and different hours of enforcement, it is possible that an increasing
number of patrons could be depositing moneys on multi-space meter stations north of 23rd
Street, where the metered parking rate is $1.00 per hour, beyond enforcement hours and using
the receipt, valid until the next day, on more expensive metered spaces South of 23rd Street,
where metered parking rate is $1.25 per hour. This would represent a loss of revenue to the
City per metered space using this strategy.
In addition, individuals with knowledge of this opportunity could create a secondary market
where they could buy multi-space meter time north of 23rd beyond enforcement hours and
resale it at standard rates south of 23rd for a profit.
With this in mind, Internal Audit recommends to examine the possibility of purchasing different
color receipt paper to help differentiate multi-space meter receipts/tickets purchased north of
23rd Street from those purchased in the South. If implemented, the department should create
and document enforcement policies and procedures allowing multi-space meter tickets
purchased on the north to be valid only north of 23rd Street, while allowing those purchased
south of 23rd, to be valid Citywide.
Management Response(s):
a) We will continue to strive to improve the meter compliance ratio.
b) We will continue to strive to improve the meter capture ratio. The procedures for the Daily
Activity report have been amended to require the officer to report their productivity hourly
throughout their shift. Additionally, shift supervisors are required to review their subordinates'
daily activity reports for accuracy and completeness.
c) This initiative is in progress.
(Summary completed by Fidel Miranda, Auditor)
CC: Jorge Gomez, Assistant City Manager
Saul Francis, parking Department Director
Chuck Adams, Assistant Parking Director
F:\OBPI\$AUD\INTERNALAUDIT FILES\DOC09-10\REPORTS-FINAL\SUMMARY OF PARKING REVIEWS FY2010.docx
Page 8 of 9
Internal Audit Memorandum
Summary of Parking Reviews Performed FY 2009/2010 June 16,2011
OBPI -INTERNAL AUDIT
METER OPERATION AND ENFORCEMENT SUMMARY
From Nov. 2009 to Sept. 2010
EXHIBIT 1
.... · '. : ...... -..
: .. · ... ·---.. .. . : · .•... · .... , .. • ...•.... . ...... .
..... .. ·.· .· .. .
......... :·:·
SINGLE 10/27/2009 TUESDAY
MASTER 11/16/2009 MONDAY
MASTER 01/29/2010 FRIDAY
SINGLE
MASTER 02/27/2010 SATURDAY
SINGLE
MASTER 03/31/2010 WEDNESDAY
MASTER
SINGLE 04/16/2010 FRIDAY
81 81 17 2 0 4 20.99% 11.76% 81.48%
105 105 10 0 0 0 9.52% 0.00% 90.48%
79 79 19 0 0 0 24.05% 0.00% 75.95%
52 52 14 0 0 0 26.92% 0.00% 73.08%
80 80 15 0 0 0 18.75% 0.00% 81.25%
25 25 10 0 0 0 40.00% 0.00% 60.00%
114 114 27 5 0 0 23.68% 18.52% 80.70%
120 120 39 2 0 0 32.50% 5.13% 69.17%
11 11 5 0 0 1 45.45% 0.00% 54.55%
MASTER
SINGLE 041211201 o WEDNESDAY l--'-1755'--+---'1c::5.::.5 --+--'-1 .::.8 ~1--0::---l--7-0 -+---=O--I-:'::11;:.:.6:..,:1-:-=%-+--:0:-:.:.0:-::0-:-=%-t--:88::-c.3.:-:9'7.'-l%
4 4 3 0 0 0 75.00% 0.00% 25.00%
SINGLE 04/29/2010 THURSDAY 63 63 29 0 0 2 46.03% 0.00% 53.97%
MASTER 05/14/2010 FRIDAY 108 108 26 0 0 0 24.07% 0.00% 75.93%
MASTER 05/21/2010 FRIDAY 108 108 12 6 0 0 11.11% 50.00% 94.44%
MASTER 05/26/2010 WEDNESDAY 108 108 19 1 0 0 17.59% 5.26% 83.33%
SINGLE 06/06/2010 SUNDAY 86 86 34 9 0 3 39.53% 26.47% 70.93%
MASTER 06/21/2010 MONDAY 108 108 32 7 0 0 29.63% 21.88% 76.85%
MASTER
SINGLE
06/23/201 0 WEDNESDAY l--:3;.::9-+--7.39,_-l----75::--I--07--+-70-+--:0._+:::12::.;.8:.:;2:;;.;%+-:0;-::.0;.::0::;%:...-r--:;87;;: . .;:.18:7.4%
69 69 19 1 0 3 27.54% 5.26% 73.91%
SINGLE
MASTER
MASTER
SINGLE
MASTER
SINGLE
MASTER
MASTER
MASTER
MASTER
07/20/2010
07/25/2010
07/30/2010
08/19/2010
08/25/2010
08/28/2010
09/11/2010
09/17/2010
09/21/2010
TUESDAY
SUNDAY
FRIDAY
THURSDAY
WEDNESDAY
SATURDAY
SATURDAY
FRIDAY
TUESDAY
TOTAL-SINGLE METERS:
TOTAL-MASTER METERS:
OVERALL TOTALS:
OVERALL AVERAGES:
90 90 33 1 0 0 36.67% 3.03% 64.44%
108 108 12 2 0 0 11.11% 16.67% 90.74%
90 90 25 6 0 1 27.78% 24.00% 78.89%
18 18 8 0 0 0 44.44% 0.00% 55.56%
136 136 16 0 0 0 11.76% 0.00% 88.24%
78 78 28 1 0 0 35.90% 3.57% 65.38%
100 100 13 0 0 0 13.00% 0.00% 87.00%
100 100 11 2 0 0 11.00% 18.18% 91.00%
100 100 31 0 0 0 31.00% 0.00% 69.00%
100 100 19 2 0 0 19.00% 10.53% 83.00%
577
1858
2435
83.97
577
1858
2435
83.97
200
349
549
18.93
14
33
47
1.62
Page 9 of 9
0
0
0
0
13
1
14
0.48
34.66% 7.00%
18.78% 9.46%
22.55% 8.56%
22.55% 8.56%
67.76%
82.99%
79.38%
79.38%