EP 8: Unveiling the Complexity of Curb Management with Mary Catherine Snyder

This episode features a conversation with Mary Catherine Snyder, a veteran parking strategist with the Seattle Department of Transportation (SDOT).

Brian and Mary Catherine discuss the complexities and importance of efficient curb management, the dynamic challenges of parking policy and enforcement, as well as the role of technology in streamlining on-the-go parking and promoting greener, more sustainable urban mobility. 

The path, the highs and lows of her journey from urban planning, and transportation planning to parking and curb management are explored. The discussion also sheds light on the functionalities behind an effective parking system and the vision of a future where parking becomes a seamless, people-centered service.

We round out the episode by talking to our very own Tammy Baker, COO of Parker Technology, about a job we all know is harder than it looks, customer service in the parking industry. 

Mary Catherine shares insights into the challenges of accommodating various needs at the curb, such as food and package delivery, and the importance of having designated zones to prevent congestion.

She also talks about modernizing commercial vehicle permits and collaborating with the Open Mobility Foundation to improve navigation and delivery services. 

The episode touches on the potential of digital permits and charging for curb use, as well as climate-friendly initiatives like zero-emissions cargo bikes and curbside EV charging. 

Here are some key takeaways from our conversation:

• Curb management and parking strategies in urban environments
• Initiatives to incentivize public transportation and manage parking around regional destinations and business districts
• Critical thinking and troubleshooting skills required for customer service representatives in managing parking facilities

After this conversation, it was clear that parking and curb management are far more than just finding a spot for your car. They are about creating a sustainable, efficient, and accessible urban environment for everyone. The insights from this episode have left us with a deeper appreciation for the complexities and challenges of managing our urban spaces, and I hope they have done the same for you.

Be sure to check out these great clips from the show:

Why Managing the Curb is So Hard (00:01:15) Discussion on the challenges of curb management and its impact on urban environments.

Mary Catherine's Background and Career Journey (00:02:54) Mary Catherine Snyder's career journey, from her education to her work at the Seattle Department of Transportation.

Curb Management Strategy (00:01:35) Insight into curb management strategies and their evolution over time.

The Real-world Implications of Curb Mismanagement (00:21:42) Exploration of the implications of inadequate curb management and its impact on businesses and activities.

Incentivizing Public Transportation (00:19:31) Strategies used to encourage public transportation usage over driving and the impact on parking and curbside management.

Food Delivery Challenges (00:22:08) Managing curb space for food delivery, package delivery, and pickup/drop-off to prevent congestion and blockage.

Curb Management Strategies (00:23:25) Addressing the need for appropriately designated zones and the development of a digital permit for commercial vehicle load zones.

Standardizing Curb Data (00:24:55) Efforts to establish a standardized data specification for curb signs to improve navigation and delivery services.

Digital Permits and Pricing (00:25:58) Exploring the possibility of digital permits and pricing for commercial vehicles to address traffic congestion and improve the transportation system.

Challenges of Curb Technology (00:28:00) Adapting to new technology while considering maintenance, privacy, and power access limitations in curb management.

Climate-Friendly Initiatives (00:30:58) Implementing climate-friendly programs such as cargo bike delivery and curbside charging to reduce emissions and promote sustainability.

Personal Passion for Music (00:39:36) Engaging in music activities and attending live performances, particularly indie bands and 80s/90s music.

Remodeling Experience (00:34:44) Personal challenges and learning experiences while remodeling her house, and navigating supply chain issues during COVID-19.

Proud of Policy Impact (00:43:33) Contributions to shaping policies and programs that aim to make the city a better place, particularly in parking and transportation.

Parking Challenges (00:43:53) Discussion about the challenges of parking, including the limitations of space and economic constraints.

Curb Management and Sharing (00:45:28) Exploration of the need to share the curb space and the human aspect of managing curb policies.

The Cost of Parking (00:47:22) Addressing the misconception of free parking and the need to understand the costs involved in parking infrastructure and management.

Customer Service Representation (00:48:17) Insights into the challenges of being a customer service representative, including the misconceptions about their role and the increasing call volumes.

Scrutiny and Feedback (00:57:09) Discussion on the intense scrutiny and feedback faced by frontline employees, particularly in customer service roles.

Talent in Customer Service (01:03:59) Recognition of the talent and skills required for customer service roles, particularly in handling parking-related calls.

Critical Thinking and Troubleshooting (01:05:09) Discussion on the challenges of critical thinking and troubleshooting for customer service representatives.

Managing the Call Queue (01:06:10) Challenges of managing calls during high queue times and the pressure to handle calls quickly and accurately.

Situational Awareness and Call Review (01:08:51) Importance of situational awareness in handling customer calls and the power of reviewing call recordings to provide feedback and resolve disputes.

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Connect with Parker Technology.

While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our websit...