Cornwall Council Partners with Unity5 to Enhance Its Strategic Parking Plan

According to the 2021 Census, Cornwall has a population of approximately 570,000 residents. Each year, the county attracts large numbers of tourists and holidaymakers, particularly during the summer months. This seasonal surge leads to significantly more vehicles on the roads, increasing demand for parking spaces.

A Strategic Approach to Parking

In 2018, Cornwall Council (the Council) developed its Positive Parking Framework for Cornwall (the Plan) to improve service delivery and ensure a positive parking experience for residents, businesses, and visitors alike. Recognising that modern technology would be key to achieving these improvements, the Council prioritised investment in new and more efficient IT solutions.

Unity5 Chosen for Parking Management

Following a rigorous procurement process, the Council awarded Unity5 a contract in December 2019 to provide a system for managing Penalty Charge Notices (PCNs), Fixed Penalty Notices (FPNs), and Parking Permits. The initial contract duration was two years, with the option of two additional one-year extensions. At the time of writing, the Council had exercised the first of these extensions.

Smooth Implementation Despite Challenges

While the rollout was initially affected by the pandemic, a collaborative and flexible approach between both parties ensured a smooth and secure implementation. The migration process successfully transferred around 200,000 PCNs, including all associated details, photographs, and correspondence.

“The support we received from the Unity5 team was exceptional. They were highly proactive in managing new projects and quick to respond to day-to-day issues. We really appreciated the guidance from Oli Pellicio and James Hampton during the rollout of Digital Permits, as well as the responsiveness of Tom Palin in handling operational matters efficiently.”

Josh Macdonald (Business, Products & Communications Manager for Parking)

A Robust IT Solution

Designed to meet best practice standards for local authorities, the solution provided by Unity5 is a flexible, browser-based, and scalable platform. Comprising multiple integrated modules, the system was configured and refined during onboarding to align with the Council’s operational needs.

Driving Efficiency and Service Improvements

By embracing new technology, Cornwall Council has achieved its expected outcomes. The upgraded system’s improved interface and expanded functionality have helped modernise parking services, delivering cost efficiencies and boosting customer satisfaction.

The self-service digital portals for parking enforcement and permits provide 24/7 accessibility, enhancing the user experience. By shifting data entry to customers and reducing reliance on physical documents, the workload for Council staff has been significantly reduced. The introduction of the new system has also transformed the resident permit application process, cutting processing times from 4-6 weeks to just one week.

“We are really pleased with how the system has enhanced both service delivery and customer experience. Looking ahead, we’re confident that the platform is future-proofed should we decide to expand into areas such as Moving Traffic Contraventions.”

Zoe Hall (Strategic Parking Manager)