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In an Age of Technology and Automation, The People Still Make it Work

IPMI 2021 Professional Recognition Awards

In an Age of Technology and Automation

THE PEOPLE

Still Make it Work

In an Age of Technology and Automation

THE PEOPLE

Still Make It Work

Showcasing the individuals and organizations that led by example in this year’s Professional Recognition Awards.

stock.adobe.com / newrossosh

Technology in the parking and mobility sector is advancing at a staggering rate. What we are learning as more and more of our processes become automated and as new technologies become integrated into our operations every day is that one steadfast truth will never change: the people of parking and mobility make it work.  There will always be people behind the automation, and people creating the innovation that keeps our industry moving forward. 

The parking and mobility community has some of the most talented and innovative people working at all levels. From frontline employees to the executive offices, parking and mobility professionals are working every day to keep their current operations running while envisioning the future for their organizations and customers. The 2022 IPMI Professional Recognition Program award winners faced significant challenges and overcame them with creativity, fortitude, and a spirit of leadership that inspires us all. 

Organization of the Year
ParkHouston

James M. Hunnicutt | CAPP Industry
Professional of the Year

Carmen Donnell, CAPP

James M. Hunnicutt | CAPP Industry
Professional of the Year

Michael Drow, CAPP

Emerging Leader of the Year
Jeshua Pringle, CAPP, AICP

Professional Excellence Award—
Operations

Michael Edwards

Professional Excellence Award—
Innovation

Regina Clewlow

Professional Excellence Award—
Customer Service

Anne Bogan

 

Organization of the Year

Park Houston logo
Park Houston staff posing for photo in front of logo at Park Houston office

Accredited Parking organization logo inside blue gear Imagine a city of sprawl, endless curbs of free parking and massive strip shopping centers with parking lots built to accommodate a few days of Christmas rush. Now imagine having to manage parking in that environment and the parkevanglism necessary to upend the status quo. Welcome to ParkHouston.

ParkHouston hits every mark as it joins the elite list of organizations gaining this recognition. Their contributions to the parking, transportation, and mobility industry set an example of leadership in the field. Their commitment to advancing unique and innovative ideas and creativity is clear in how they have embraced technology to achieve their goals. They have clearly demonstrated standards of excellence in customer service, operations, finance, human resources, professional development, marketing, and more as can be seen in the achievements of their team.

Overview

ParkHouston manages the limited on-street parking spaces for all 635 square miles of Houston, striving to be a solution-based partner that support Houstonians with programs that support public safety, quality of life, sustainability, and economic development. From their days in the late 90s as Parking Management, overseeing a fleet of about 5,500 single-head meters and focused on citation issuance, to their transformation to the customer-service focused agency of today—ParkHouston has come a long way.

ParkHouston is committed to serving the residents and businesses of the City of Houston (the City). Their mantra—they are more than parking citations. Their staff has developed a reputation of being one of the most responsive and effective in the city of Houston. They manage the demand of neighborhood challenges and work with businesses and residents to develop solutions that benefit the community and effectively manage the curbside. While not everyone may initially support their programs, once they experience the commitment to collaboration, many become ParkHouston’s champions.

ParkHouston is part of the fabric of the Houston community. They have worked with the Houston Arts Alliance to hire artists to transform meters into functional works of public art. They actively engage with other city agencies and the private sector to promote events like Park(ing) Day. In addition to annual special events, Houston is a destination for large, nationwide events from the Superbowl to the Final Four. ParkHouston actively engages with event organizers to manage the on-street parking and support the mobility and transportation plans.

Highlights

Public Safety Through Advanced Technology

Public safety in neighborhoods is addressed by regular patrols and customer service requests. In 2021, ParkHouston responded to over 10,000 service requests—97% are completed on time based on deadlines established by the mayor.

In 2021, safety parking violations returned to pre-pandemic levels, and were managed with staff shortages due to vacancies and medical leaves. This represented 34% growth from 2020 and 3% growth from 2019. Technology allowed ParkHouston to increase their efficiency and more effectively serve Houston:

  • License Plate Recognition to enforce paid parking, permits, identify scofflaws, and conduct parking occupancy studies.
  • App to manage on-demand collections and maintenance of pay stations.
  • Digital tire chalking to enforce time limits and abandoned vehicles.
  • Online payment and permit purchase.
  • Parking analytics platform integrated with LPRs to monitor occupancy and adjust meter operations.
  • Self-release boots to eliminate the need for an officer to release a vehicle.
  • CRIS—Customer Relations Information System to manage service requests.
  • Contactless and digital payments through pay-by-app.
Sustainability in Action

Parking stakeholders are not our only constituency. On August 13, 2019, Mayor Sylvester Turner signed the Vision Zero Executive Order committing to end traffic deaths and serious injuries on streets by 2030. In coordination with the bicycle-advocacy community, ParkHouston developed regulations to address vehicles parked in dedicated bicycle lanes. Prior to the adoption of this ordinance, capital funds were expended to install No Parking—Tow Away Zone signage at all dedicated bicycle lanes. The City has installed more than 500 miles of dedicated bicycle lanes to date and signage was installed at significant cost. 

As the City moves forward to build 1,500 plus miles of bicycle lanes, the new violation code will not require signage allowing more investment in actual bicycle lanes. The savings from eliminating signage on bike lanes is estimated at $1.8 million dollars.

The bicycle advocacy community was also interested in educating about bicycle safety. ParkHouston developed an online Bike Friendly Driver course. For a first offense of parked in a dedicated bicycle lane, citizens can take the Bike Friendly Driver course in lieu of paying the fine. As the City’s Employee Parking & Transit coordinator, ParkHouston also provided access to the course to all City employees. ParkHouston is committed to making Houston a safer, more accessible, and bike-friendly city.

The Team

ParkHouston understands that to address quality of life for their customers, they must focus on quality of life for their team. Programs that they provide include:

  • Annual Ambassador Training—focused on customer service and satisfaction, accuracy in parking enforcement, role-play, safety, and stress management. This is required for all new employees and refreshers every three years for all.
  • Payment Incentive Program: Employees who meet the minimum required evaluation score, participate in at least 16 hours of training, and meet attendance requirements are eligible for an annual incentive payment. Citation issuance is not a value that is graded for the incentive program—the focus is customer service and education.
  • Tier Program: Each of the three sections have a tier program to offer a career ladder to encourage retention and upward mobility.
  • Additional online training opportunities for all staff (two per month) via the IPMI or Association for Commuter Transportation.
  • Frontline staff participation at regional and national conferences.
  • Support of the CAPP program with three CAPPs in management and two CAPP candidates in supervisor roles.
  • Employee of the Quarter program—reserved parking space and a gift card.

Clearly, the investment in their team has paid off as the ParkHouston team is recognized for their performance and projects on a regular basis. The Texas Parking & Transportation (TPTA) has recognized four current ParkHouston employees as Employee of the Year (Kevia Stroder, 2015, Norman Holt, 2017, Lisa Alaniz, 2018, and Carlos Medel, 2019). IPMI has recognized four current ParkHouston employees in the Professional Recognition Program (Adriana Chapa -2010, Melonie Curry—2018, Maria Irshad—2020, and Carlos Medel—2021).

The contributions of our staff on a variety of projects have resulted in ParkHouston being recognized with a Parking Matters award from IPMI in 2017, an Equipment & Technology Award from TPTA in 2017, IPMI Marketing and Outreach Award in 2016, Equipment & Technology Award from TPTA in 2014, IPMI Award of Merit in 2007, and Parking Organization of the Year in 2006.

Finally, ParkHouston is designated as an Accredited Parking Organization with Distinction since 2015.

ParkHouston will continue to leverage technology to serve the citizens of Houston more effectively and efficiently. They are committed to staying connected to their constituents and teammates, focusing on their four key pillars of public safety, quality of life, sustainability, and economic development. As the City of Houston continues to grow and thrive, so will its parking needs. ParkHouston is well positioned to meet the challenging and evolving parking needs of businesses, residents, and visitors in the Greater Houston area for years to come.

James M. Hunnicutt | CAPP Industry Professional of the Year

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Carmen Donnell, CAPP

Managing Director, North America
PayByPhone

“Carmen is a phenomenal leader, tireless worker, and incredible problem solver. She always brings great ideas to the table when facing a new challenge.”

For the past 15 years, Carmen Donnell, CAPP, has been building blazing a trail in the parking, transportation, and mobility industry. As a dynamic and adaptive sales leader with a talent for relationship management, Donnell prides herself in viewing parking solutions from the client’s perspective. As a mentor and role model to others in the industry, Donnell has put herself forward in leadership roles that have helped support and encourage those around her to reach their full potential.

Donnell joined PayByPhone as the vice president of sales-west and was recently promoted to managing director for North America, making her responsible for functional aspects and members of the commercial team in the U.S. and Canada. This includes sales, RFP, marketing, implementation, and client success groups. Working closely alongside the Chief Client Officer, Global and other PayByPhone operative departments, Carmen’s top focus is to deliver results that are aligned with PayByPhone’s overall growth strategy and ensuring that the clients are happy, all while creating a team that promotes personal and professional growth and development.

Donnell’s personal commitment to the parking industry is extraordinary. She is constantly expanding her parking knowledge by being an active sponsor and participant in many industry organizations including IPMI, the Southwest Parking & Transportation Association (SWPTA), and the Pacific Intermountain Parking & Transportation Association (PIPTA) among others. During her career, Donnell has created and presented numerous educational presentations on a variety of topics ranging from technical education to leadership, specifically female leadership, as well as trending topics for parking and mobility in North America. Donnell is a known and trusted leader and provides her expertise by publishing blogs, writing articles, and presenting education sessions.

Donnell was involved in SWPTA’s Board of Directors for five years (most recently as vice president), pioneering the Annual SWPTA Awards of Excellence, creating insightful content for the SWPTA website, serving four years on the SRA IPMI Mobility Task Force, as well as the Professional Awards and Awards of Excellence Judging Task Force.

“Carmen’s commitment to continuing to foster positive change within the industry has been displayed through her involvement in a number of associations, including but not limited to, PIPTA, SWPTA, and of course, IPMI. Whether it’s through an internal committee or in attendance to an annual trade show, you can rely on Carmen to bring her unique and trusted perspective.” —Roamy Valera, CAPP, Chief Client Officer, PayByPhone.

In 2020, Donnell added her CAPP certification to her resume. Receiving a CAPP certification represents Donnell’s dedication to advancing the parking world and demonstrates her commitment to exceed innovation, professionalism, and expertise in this industry. Donnell is extremely supportive and encouraging of her staff, motivating them to take the time to earn their own CAPP certifications. You can count on her to take the initiative to continually educate her team with the best resources available as the technology in our industry evolves.

Donnell seeks opportunities to share her experience with fellow women in the parking industry who are looking to walk the same path as she has, as this type of guidance was not available to her during the beginning of her career. In addition to providing private mentorship to several up-and-coming professionals, Donnell herself has two mentors and coaches, one fellow parking professional, and one outside of the industry. By having mentors, she can seek guidance around making certain business decisions, allowing her to foster relationships and partnerships, and overall helping her grow in her professional journey.

James M. Hunnicutt | CAPP Industry Professional of the Year

A man wearing glasses and a tie in an IPMI Awards gear wheel.

Michael Drow, CAPP

Chief Executive Officer
Parking Revenue Recovery Services, Inc.

“Mike has been a model volunteer in his service to the profession and our industry’s professional education. He is an arduous promotor of the industry and a valuable resource to discuss technology and parking ideas both on a personal and professional level.”

The belief that technology needs to be integrated with a service to deliver true value—that technology by itself is worthless and may even create more issues for the users—has guided a very successful career for Michael Drow, CAPP. Drow entered the parking industry in 2004 working at Standard Parking, now SP+, before working at T2 Systems and now Parking Revenue Recovery Services. He has had the opportunity to work in operations, product development, technology consulting, and sales roles during his career. 

Drow has collaborated with many individuals and companies in the parking industry to integrate technology into the delivery of parking and mobility services to advance operational efficiency and customer convenience. He led the redevelopment of one of the industry’s first parking reservation platforms in 2011, which was used at the NFL Superbowl, Vancouver Winter Olympics, and a version of the platform is still in use today at many locations throughout North America under Parkmobile’s platform. He also led the development of some of the first remote management centers in North America.

Over the course of his career, Drow has prioritized collaborating with others and sharing information to better the industry. He started to participate in (then) IPI in 2005, joining the Technology Committee in 2007. During his tenure the committee, Drow has collaborated with multiple committee members to create 14 presentations on a wide range of technology topics. While co-chair of the committee, the group developed the initial IPMI Technology Glossary which is now in its third edition (soon to be fourth edition) and expanded its scope through global collaboration with the British Parking Authority. His efforts on the Technology Committee were recognized with the IPMI Chairman’s Award in 2013 and 2018.

Drow also contributed to the initial version of the Accreditation Parking Organization standard by writing the technology section, as well as authoring the chapter on technology in the IPMI book Guide to Parking.

Among Drow’s many achievements, he has played a key role as champion and guide in the creation of a global parking data specification. An initial concept spearheaded by Drow and co-founded by IPMI has evolved into the Alliance for Parking Data Standards (APDS), a global not-for-profit organization charged with the development and promotion of this global parking data specification. Drow led APDS’ successful effort to convince ISO to adopt a parking data specification based on the APDS work and was instrumental in working with the various country representatives to resolve questions and gain support for the standard. Drow continues to support and promote the data standard by working with various government and commercial entities to understand and adopt the data standard in their efforts.

“Mike’s efforts over the past five years developing and promoting the APDS data specification will ensure that the global parking industry has a voice in the world of smart cities, intelligent transportation, automated vehicles, and mobility. Commercial entities and municipalities around the world are now leveraging the APDS data specification to seamlessly integrate complex data sets into their information and transaction systems.” —Nigel Williams, Chair, Alliance for Parking Data Standards

Drow’s effort to establish a global data specification for parking will provide years of value to the industry and allow the industry, both service providers and technology solution providers, to interact within parking and with other industries on a cost-effective basis, using terminology and methods that reflect the needs of parking and mobility operators.

While Drow contributes his time to educating and sharing information on parking and mobility-related technology and services, he also is an advocate for the parking industry with other non-parking groups. He has been a committed advocate of the parking and mobility industry, giving it a voice in many other sectors that need access to parking resources and services. Over his 18 years in the field, Drow has worked to collaborate on technology with his peers in other industries to help them better integrate with the parking sector. Drow works to ensure that parking has a seat at the table with other industries and has worked relentlessly to enable the parking industry to be part of broader discussions on intelligent transport systems, smart cities, curbside management, and many other topics. Drow has worked with automotive manufacturers to discuss automated valet technology and processes and he contributes time to promote the parking industry with various ITS groups around the globe.

Emerging Leader of the Year

Headshot Jeshua Pringle

Jeshua Pringle, CAPP, AICP

Parking Planner,
Kimley-Horn & Associates, Inc.

“His willingness to take on pioneering projects not only has advanced his career and Kimley-Horn’s presence, but also has enhanced and improved the parking and mobility environments, ecosystems, and budgets of municipalities, universities, and healthcare facilities across the United States. Jeshua is always willing to put in the necessary work to ensure his clients are happy and that his projects are completed with excellence.”

With an unwavering commitment to project success and a focus on details, Jeshua Pringle, AICP, CAPP is a charismatic trailblazer who demonstrates exceptional patience and problem-solving abilities. Pringle is a proven leader within the parking and mobility industry. He continually inspires his team to pursue their visions of growth and achieve their collective goals while keeping clients at the forefront. As a part of Kimley-Horn’s Atlanta team, Pringle has served as a project manager, client liaison, and quality control reviewer for parking and mobility projects across the country.

As a parking transportation professional with five years of experience in parking and curbside management planning, Pringle’s practice centers on the relationship between land use and transportation to help clients develop strategies that optimize their use of space and enhance their transportation system. His experience covers a full range of consulting services, including collecting data through license plate recognition technology, travel demand management programming, developing requests for proposals for municipalities, and launching a municipal parking program. He has a particular focus on improving parking operations at hospitals, universities, and municipalities to enhance the customer parking experience. 

Pringle is passionate about curbside management. Before joining Kimley-Horn as a parking and transportation analyst, he served as a senior management analyst for the City of Atlanta where he spearheaded strategic planning for the city’s Office of Transportation, Division of Parking and Curbside Management. In this role, he developed policies and protocols that improved curbside management and advance the city’s SmartCity transportation objectives. Pringle also has written numerous articles on the curb and its relationship with users, technology, and micromobility. He co-presented at the 2021 IPMI Parking & Mobility Conference on best practices for developing a connected curbside management plan that addresses policies, emerging technologies, and the demands of connected and autonomous vehicle users.

Pringle’s passion for the design and implementation of parking continues to grow along with his involvement in the parking industry. His roles as a member of IPMI’s Mobility Task Force, a Certified Administrator of Public Parking, and an approved Accredited Parking Organization reviewer are indicative of his desire to continue learning, connecting, and investing in the parking industry’s progress.

As Pringle’s colleagues are quick to note, his skills do not end with parking consulting. He also projects a warm and respectful attitude to everyone he meets. He resolves conflicts and handles difficult situations with remarkable patience and admirable tact. He is an outstanding communicator, an expert with comprehensive technical knowledge, diligent in project oversight, and attentive to budgetary issues.

With young leaders like Pringle coming up in the ranks, the future of parking and mobility is bright. He is enthusiastic about the parking and mobility industry and is eager to offer his experience to advance the profession. As the parking and mobility industry evolves in the decades to come, Pringle will be there to influence its future. 

Professional Excellence Award—Operations

Michael Edwards Headshot

Michael Edwards

Field Operations Manager II,
UCLA Transportation

“Mike is a force and has “IT”. What I mean is he can design and build an operation from the ground up; he understands with very little direction what to do and how to do it. He has a deep understanding of people and his empathy for people shows through daily. He sets high expectations and doesn’t waiver in those expectations. Mike, with the help of others built, from the ground up, a 24-hour valet operation encompassing career and student staff. This was a first in the UC system and Mike did it with grace, grit and a consistent focus on people and process.”

Michael Edwards has been in leadership positions with UCLA Transportation since 2004, when he was hired as the evening senior supervisor, leading a group of 20 students. From there, he led thousands of parking events each year for four years. Edwards then applied for a day shift senior supervisor position overseeing UCLA’s medical center areas. 

From 2008 through 2016, Edwards learned all the related operational duties associated with managing parking at the university’s medical areas and the related parking and revenue control system PARCS equipment and software (Amano McGann and SKIDATA). 

In 2010, the medical center transitioned from a pay-on-entry PARCS system (Amano McGann) to a pay-on-exit system (SKIDATA). Edwards mostly led this transition from a day-to-day operational perspective and worked closely with the vendor (Sentry Control Systems) to install the new system in the medical areas where a vendor ran the 24/7/365 valet services. He was intimately involved with the integration and installation of the SKIDATA system and Zip Park software to support the valet operation and the vendor who supplied the labor.

Edwards’ work to help turn the medical plaza kiosks into self-service lanes resulted in nearly 50% savings in labor, reducing staffing six kiosks per day to staffing three kiosks per day from 8 am to 9 pm, five days a week. The entire endeavor was led and coordinated with Edwards’ leadership.

In 2016, Edwards was part of a team of decision-makers who got ahead of a shift in policy and practice to allow outside vendors to operate regularly on University of California (UC) campuses. The team ultimately decided to insource the entire 24/7/365 valet operation at Ronald Reagan UCLA Medical Center in late 2016.

Also, in 2016, Edwards was promoted to medical operations manager and led the process of insourcing the valet operation from an outside vendor. Edwards built and led the transition from having no internal UCLA staff to hiring, onboarding, and training nearly 145 full-time employees in six months.

Edwards’ efforts in building an organization from the ground up cannot be underestimated, as there was no template to follow, and this type of transition had never been done or attempted in the UC system. The collaboration and cooperation needed from human resources, insurance and risk management, hospital leadership, and internal departments in transportation were massive—but Edwards made it all work and built an organization that parks between 800 to 100 cars per day.

Pre-pandemic, early 2020, UCLA Transportation was asked to insource all the offsite parking facilities (four UCLA-owned buildings under UCLA Asset Management) in the Westwood area. Because of the leadership displayed by Edwards and the organization of his staff, the team was asked to take on insourcing the operational side of the business from two different vendors who were operating those four facilities, inclusive of a large stack parking operation in one of the buildings.

During this transition, the pandemic took UCLA in a different direction as most staff, faculty, and students went from coming to campus five days a week to working and learning from home. This change, however, did not apply to the medical center valet operation —workers deemed “essential” who maintained their regular schedule.

When COVID protocols were introduced, Edwards was on the front lines, leading his people in all the different modifications needed to receive patients and visitors at the hospital. With safety protocols for UCLA Health the UCLA campus continuing to evolve, Edwards’ team remains nimble and flexible in the face of it all.

As is evidenced by his body of work, Edwards is a builder of organizations with a strong focus on people. He has been and continues to be operationally excellent in all he engages, possessing sensitivity and a mindset towards superb customer service, especially in the healthcare industry. His UCLA colleagues say they are lucky to have such a caring, successful leader who upholds UCLA’s True Bruin Values of respect, accountability, integrity, service, and excellence.

Professional Excellence Award—Innovation

An image of a woman smiling in a gear wheel, representing her professional recognition as she receives the IPMI Awards.

Regina Clewlow

CEO & Co-Founder
Populus

“Regina now builds on more than 10 years of transportation expertise as the CEO of Populus, helping cities and shared mobility operators deliver safe, equitable, and efficient streets through data and analytics. Regina’s unparalleled leadership, especially as a woman of color, stands out for bringing innovation to manage the public right-of-way, by bringing cities access to data which will continue to lower Greenhouse Gas Emissions, and improve public safety and congestion.”

Regina Clewlow is one of those innovators who can shift gracefully from fundraising the millions of dollars necessary to build a startup from the ground up, to overseeing strategy in the boardroom, to creating business models and products that transform how our streets and curbs are managed, to leading teams in the acquisition and management of hundreds of customers from all over the world. Clewlow has been called one of the most impressive and thoughtful entrepreneurs of our generation, and it is easy to see why.

As co-founder and CEO of Populus, Clewlow has spent over a decade of her career dedicated to advancing the transportation and mobility industry. After serving in academia as a research scientist and lecturer at prestigious institutions such as Stanford University, UC Berkeley, and UC Davis, she has continued this dedication as a leader in the space in the private sector. Her leadership at Populus has resulted in a strong and continued commitment to partnering with public agencies to ensure that as private services, data standards, and use cases continue to evolve, cities are able to leverage the best data available and make these services equitable, safe, affordable, and reliable for all residents.

Clewlow has built a career as a globally recognized expert on the impacts of shared mobility—Uber, Lyft, bikeshare, shared scooters—on cities. A Bay Area native and product of public schools that were the recipient of Teach for America funding, Clewlow was raised by an immigrant mother and father who was the only in his family of four to receive a four-year college degree. She went on to earn an undergraduate degree in computer science from Cornell, as well as a master’s in civil engineering. She later received her Ph.D. in transportation systems from MIT. Despite not having a personal network of wealthy family friends and being one of a handful of female startup CEOs in transportation technology, Regina raised financing from highly regarded VCs to launch Populus and build a talented team of transportation industry veterans. 

Clewlow founded Populus with the vision of empowering cities to manage their public- right-of-way, and when she first co-founded the company, micromobility exploded in cities around the world. It became clear to her immediately that developing the digital technology which would allow cities to manage shared scooters would build the foundation for managing everything that moves, from goods delivery to autonomous vehicles, and we quickly became the leading Mobility management solution.

Under Clewlow’s guidance in 2021, the Populus team launched the Curb Innovation Cohort, where leading cities and delivery operators were brought together to collaborate and utilize our innovative solutions to address the increasing demand for limited curb space. Under her leadership, Populus continues to move forward with that work in 2022, adding more partners to their cohort and forging ahead to provide cities and operators with the tools they need to operate in the public-right-of-way safely and efficiently.

Clewlow has received numerous honors and awards as a transportation research scientist, including the most competitive national fellowships awarded by the EPA and the Department of Transportation. Clewlow’s research has been featured in publications around the world, from The New York Times to The Economist. She is now a regular contributor at Forbes on the future of transportation. Populus serves on several key forums to advance mobility data sharing for public agencies, including the Transportation Research Board (TRB) Mobility Management committee and Open Mobility Foundation. They were also the only platform to testify at the California Legislature Informational Hearing on Mobility Data in support of cities’ needs and key use cases for trip data.

Professional Excellence Award—Customer Service

An image of a woman in a blue gear wheel receiving Professional Recognition Awards.

Anne Bogan

Executive Assistant to the Director and Building Manager
University of Wisconsin-Madison Transportation Services

“Anne’s knowledge, skills, and abilities provide indispensable support for Transportation Services leadership. Transportation Services managers, supervisors, and staff, as well as other campus stakeholders rely on Anne every day. Anne plays an integral role in ensuring Transportation Services successfully executes its mission to provide innovative transportation solutions to serve and support UW-Madison. As building manager, she helps ensure that the building is safe, comfortable, and functioning so all tenants can efficiently carry out their missions.”

Anne Bogan began her career at UW Transportation Services in 2002 as a customer service representative helpingmembers of the UW-Madison campus community with their parking needs. Today she serves as executive assistant to the Transportation Services director’s team and manager for the 14-story building where Transportation Services is headquartered. Throughout her 20 years of service, Bogan has applied her own special style of customer service to provide a positive experience for customers and colleagues alike. As Associate Vice Chancellor Margaret Tennessen of FP&M states, “Anne is a true star.” Bogan’s genuine concern for the experience of others is the essence of her stardom, and the foundation of the excellent support she has provided for parking operations at UW-Madison for two decades.

After working the permit counter for two years as a customer service representative, Bogan moved into the field as a special events parking specialist. Working in a supervisory capacity, Bogan gained firsthand experience of the broad range of customers served by Transportation Services.

In addition to assisting visitors and supervising event parking, Bogan also helped coordinate logistics for special event parking with UW Athletics and other stakeholders, always applying her boots-on-the-ground parking experience to bear on planning event parking. Working directly with campus visitors showed her how providing an excellent parking experience contributed to attendees’ overall experience of a special event.

In 2007, Bogan shifted into an administrative role supporting the Transportation Services director’s team. In addition to the complex, high-level tasks involved in this position, Bogan continued finding additional ways to help improve the experience of people she worked with.

Thanks to her excellence in providing positive experiences for customers and employees, Bogan is now entrusted with high-level tasks supporting parking programs and policies. UW Transportation Services is an auxiliary unit on the UW-Madison campus, and program changes require approval from governing bodies to ensure decisions benefit the interests of both the department and the university. Bogan acts as an ambassador for Transportation Services, always welcoming committee members by name to set the stage for important discussions about campus parking operations.

Bogan provides excellent support for campus parking operations by combining her compassion for others’ experiences with her administrative and program management skills. She constantly asks herself what she can do to create a welcoming environment where people feel heard, seen, and valued. She extends her concerns to members of the campus community.

“Anne’s contributions have been instrumental not only to UW Transportation Services, but to the campus community and the City of Madison as well. In 2020, OW-Madison campus administrators partnered with Public Health Madison & Dane County to provide rapid COVID-19 testing sites on the UW campus. Our very own Anne Bogan assisted the Deputy AVC with the charge to meet this request, and she served as a liaison for the community testing sites. As liaison, Anne managed logistics for the COVID-19 rapid testing sites, provided inventory control of essential supplies utilized by staff, ensured nurses on site had needed supplies, and worked with campus to ensure appropriate signage and fliers were available for test recipients. Her work played an instrumental role in making sure UW students, employees, and Madison community members had access to COVID-19 testing.” —Tanara Teal-Tate, Director of Parking Operations, University of Wisconsin, Madison Transportation Services.

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