Saskatoon eyes new $80K job to handle large volume of parking ticket complaints

Handing out parking tickets in Saskatoon is a busy and stressful job — so much so that the city wants to create a new permanent position to field the high number of complaints from drivers each year.

The city will ask city councillors during Budget 2019 discussions later this year to approve a year-round, $80,000-a-year customer service coordinator position.

According to a new city report, that person "will ensure that more timely responses to customer inquiries, complaints, and requests can be provided." 

"These resources will also help reduce the significant amount of unpaid overtime provided by existing staff in an effort to keep up with day-to-day needs in the section."

• City of Saskatoon to refund parking tickets and fees issued Monday

Parking revenues increase

The city's Parking Services Section — which includes both parking metres and ticketing — generates more than $11 million in revenue a year.

That's higher than previous years. Statistics previously provided by the city show $8.7 million was generated six years ago, and $9.3 million in 2016.

But, while it's a significant source of coin for the city, the money is not collected without strain, according to the city.

"Parking Services experiences a large volume of customer complaints" — 7,046 people made calls to either complain or inquire last year — "and negative interactions with citizens."

"This, in turn, results in high turnover rates for commissionaires and a high risk of disengaged employees," the city added.

Trial run underway

Creating the permanent new customer support coordinator position will both allow the complaints process to be formalized but also "provide support to frontline managers to allow for better workload management."

Nine months ago, the city used a vacant full-time position from its bylaw compliance section to hire a temporary coordinator who will last until the end of this year, at a cost of $61,600.

City councillors will need to approve the position's permanent extension beyond that.

The idea is scheduled for initial discussion Monday at city hall some time after 1 p.m. CST.

Budget discussions are scheduled for late November.