Approved Operator Scheme – Past, present and future

1. Approved Operator Scheme – Past, present and future

2. Private Parking past… • No legislation • Informal Code of Practice for clampers 1999 • Code of Practice 2006 & 2007 • Approved Operator Scheme 2007

4. The Present day

5. AOS Membership • Continues to grow: 150 members in 2011 40 members in 2008

6. Complaints • On the increase… • What can we do? • “Code” and “Non Code” • Outcome

7. Scheme of Sanctions • A ‘Toothless Watchdog…?’ • How does it work? • We DO have teeth

8. AOS Board • Established in 2009 • What is its function? • Representative

9. Freedoms Bill • How does it affect the Parking Industry? • What stage is it at? • How will it affect me?

10. AOS Team • Started with a team of one. • Who are we, and • what do we do?

11. A LOOK INTO THE FUTURE…………………………… …………….IT’S ALL ABOUT RAISING STANDARDS

12. Raising Standards – Media Relations • Soft target for ‘consumer champion’ journalism • Not just traditional media channels – social media also • Working with the PR Office • Some progress has already been made • Still a long way to go though • Raising standards will win hearts and minds • Better statistical analysis to support our position • Responsibility of us all

13. Raising Standards – Consumer Focussed • Customer service should be at the core of all we do • This will become increasingly important as time goes by • Consumer organisations well represented on AOS Board • Building relations with CAB & Consumer Choice • Trying to work in collaboration with Trading Standards • Share a number of similar ambitions for the sector • Most notably Independent Appeals & Industry Regulation • Areas where we differ of course

14. Raising Standards – Developing Staff at all Levels • Getting the sector properly recognised as a profession • Need for staff to be suitably qualified in what they do • Recommend the NVQ Level 2 -Controlling Parking Areas • Consider the new Notice Processing Qualification • Working with Asset Skills on further exciting projects • Management qualifications under development

15. Raising Standards – Independent Appeals Service • An initiative that is growing in importance • Similar to the principles established for Local Authorities • Pilot scheme has been completed • Assessing what has been learned and how to proceed • Engaged a consultant to advise on the way forward • Evaluating similar schemes in other industries • Determining best practice for implementation • Considering the various costing options • Proposing alternatives for rolling a scheme out

16. Raising Standards – Improving Compliance • Robust auditing of new member compliance to continue • New Compliance Manager to be appointed shortly • External auditing of operators by NSI under way • Plan to audit every member annually • Audits incorporate one site visit • Cancelled audit appointments cannot be tolerated

17. Raising Standards – Developing the Code • The Code is a ‘living’ document • Needs to reflect changes in the economy and legislation • Launch of Code Review Group – now called ASAP • Made up of operators & reps of consumer organisations • Planned to meet in the months preceding the AOS Board • Recommends Code changes to Board for their approval • Code has already benefitted from suggested improvements

18. Raising Standards – AOS Operators Guide • A practical methodology for Members to utilise • Mixture of practical advice and legal guidance • Complementary document to support the Code • Will educate and inform members at all levels • Like the Code, it will be a living document • Must not hinder operators in conducting their business • An extremely tall order for those writing it • Set to publish later in the Spring