Raising the Standard: How One Police Department Redefined Parking Enforcement Through Accreditation
For many communities, parking enforcement is viewed simply as issuing citations and keeping traffic moving. In Upper Darby Township, PA, however, parking enforcement has evolved into something much bigger: a professional, customer-focused service that supports public safety, accessibility, economic vitality, and mobility.
That transformation did not happen overnight.
When Mayor Ed Brown took office, he challenged Township departments to rethink municipal service delivery and identify new ways to serve residents more effectively. For the Upper Darby Township Police Department’s Parking Enforcement Division, that challenge became an opportunity for Superintendent Timothy M. Bernhardt to reimagine the delivery of parking enforcement services, transforming the division into a more efficient, responsive, and community-focused operation.
The result was an ambitious commitment to pursue IPMI’s Accredited Parking Organization (APO) designation.
Rather than viewing accreditation as simply another recognition, department leadership embraced it as a roadmap for organizational excellence. The process became a catalyst for evaluating every aspect of the division, from policies and procedures to technology, employee development, financial accountability, and customer service.
Their efforts culminated in a remarkable achievement: Upper Darby became the first police department in the world to earn IPMI Accredited Parking Organization (APO) Accreditation with Distinction.
Building a Modern Parking Operation
As a division of the Upper Darby Township Police Department, the Parking Enforcement Department serves approximately 86,000 residents throughout Upper Darby and Drexel Hill. Operating under the Township’s Home Rule Charter, the division is funded through parking enforcement and pay-to-park revenues and consists of ten employees, including eight Parking Enforcement Compliance Professionals (PECP®s).
While relatively small in size, the department has embraced the philosophy that professional parking operations are built on consistency, accountability, and continuous improvement.
Leadership recognized early that achieving these goals required more than adopting new technology or revising procedures. It required investing in people and creating a culture where every employee understood how their role contributes to the larger mission of serving the community.
The APO framework provided exactly that opportunity.
Throughout the accreditation process, the department benchmarked its operation against internationally recognized best practices, carefully evaluating policies, operational procedures, technology, customer service, governance, and organizational performance. The review highlighted strengths while identifying opportunities to improve and modernize the operation.
More importantly, it reinforced a culture of accountability and continuous improvement that continues to shape the department today.
Investing in Professional Excellence
One of the most significant outcomes of the accreditation journey has been the department’s investment in professional development.
Rather than limiting training to supervisors or management, Upper Darby adopted a comprehensive approach that included Parking Enforcement Officers, sworn supervisors, and civilian office staff. Today, eight members of the department have earned the PECP certification through IPMI, creating a shared foundation of knowledge and industry best practices.
Staff members also participate in IPMI educational programs, customer service training, conflict resolution instruction, and ongoing continuing education opportunities throughout the year.
Monthly employee check-in meetings and quarterly staff meetings encourage collaboration, while administrative staff are being prepared for future leadership opportunities through succession planning and expanded responsibilities.
By investing in employees at every level, the department has strengthened consistency, accountability, and teamwork while reinforcing a customer-first approach to parking enforcement.
Modern Technology Supporting Better Service
Recent investments include new handheld devices and software, body-worn cameras for Parking Enforcement Officers, and two new enforcement vehicles equipped to support efficient field operations.
The department has expanded customer convenience through upgraded parking kiosks and text-to-pay signage, making parking payments easier and more accessible.
Behind the scenes, the enforcement platform provides operational data that helps leadership evaluate performance, identify trends, and make informed decisions. Enforcement areas have been remapped to improve scheduling efficiency, and License Plate Recognition technology is planned for future implementation.
Operational improvements have also included comprehensive policy and procedure manuals, strengthened financial controls, improved cash handling procedures, reconciliation standards, and secure deposit processes.
Building Trust Through Customer Service
For Upper Darby, accreditation reinforced an important principle: parking enforcement is ultimately a public service.
Parking Enforcement Officers are encouraged to serve as ambassadors for the Township, engaging respectfully with residents, businesses, and visitors while helping explain parking regulations and safe parking practices.
The division uses social media to communicate parking updates, educate the public, and promote transparency regarding enforcement activities. Customer convenience has improved through simplified payment methods, pay-by-phone options for parking violations, and improved systems for documenting and responding to citizen concerns.
The department has also developed partnerships with local businesses to promote convenient parking opportunities that support commercial activity while improving access for customers.
Accreditation as a Framework for Continuous Improvement
Throughout the accreditation process, department leadership discovered that one of APO’s greatest strengths lies in its ability to encourage honest self-assessment.
The review required the organization to examine long-standing practices, strengthen documentation, formalize procedures, and establish greater consistency across every area of the operation.
Employees gained a deeper appreciation for how parking operations contribute to the Township’s larger goals of public safety, accessibility, mobility, and customer service.
Looking Forward
Although earning APO Accreditation with Distinction represents a significant milestone, Upper Darby views it as the beginning—not the end—of its journey.
The department remains committed to regularly evaluating operations, adopting emerging best practices, investing in employee development, embracing new technologies, and continuously improving the services it provides to the community.
Leadership encourages other organizations considering accreditation to approach the process as an opportunity for honest evaluation, employee engagement, and continuous improvement.
As the first police department in the world to achieve IPMI APO Accreditation with Distinction, Upper Darby demonstrates that when an organization invests in its people and embraces recognized professional standards, parking enforcement becomes a professional public service that enhances mobility, builds community trust, supports local businesses, and improves quality of life.
Press Release: Upper Darby Parking Enforcement Certification
