By George Mclean, PTMP, MPA, DBA
Parking professionals operate at the intersection of policy, technology, and public expectations, yet one challenge continues to surface across the industry: when outcomes fall short, the blame often falls on frontline employees, even when the issue lies with the system itself.
In my latest article, I explore a disconnect many of us see but rarely articulate. Across municipalities, campuses, and private operations, a consistent pattern is emerging: Employees are being asked to apply policies that no longer reflect how conditions actually unfold in practice, while technology and performance metrics continue to evolve at a different pace.
The result is a system that depends heavily on individual discretion, creating experiences that can feel inconsistent to both employees and the public. What appears to be a “people problem” is often a system design issue.
This article takes a closer look at how misalignment between policy, performance measurement, and technology shapes behavior in real time. It also challenges us to rethink how we define success, shifting from activity-based measures toward outcomes that reflect compliance, turnover, and customer experience.
As our cities and systems continue to evolve, so must the way we design and manage them. The goal is not to remove discretion, but to reduce the need for it by building systems that better support the people operating within them.
Read the full article in the July/August Parking & Mobility magazine.
Dr. George Mclean, PTMP, MPA, DBA, is the Senior Operations and Data Insight Manager for Miami Parking Authority and a member of IPMI’s Education Development Committee. He can be reached at gmclean@miamiparking.com.