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Quality in Car Parks : The ESPA Award 
Quality in Car Parks 
The ESPA Award 
Nigel Williams
Quality in Car Parks : The ESPA Award 
What is quality?
Quality in Car Parks : The ESPA Award
Quality in Car Parks : The ESPA Award 
What is quality?
Quality in Car Parks : The ESPA Award 
ESPA is a Quality Assessment covering 
• Design of the car park 
• Management & Operation of the car 
park
Quality in Car Parks : The ESPA Award 
Can a customer: 
• Find a space easily 
• Park their car easily 
• Leave their car & pick it up later with 
peace of mind 
• Pay for their parking and exit easily
Quality in Car Parks : The ESPA Award 
• Lighting 
• Car entry & exit 
• Parking area 
• Vehicle ramps 
• Pedestrian access 
• Security equipment, access 
control, payments 
• Wayfinding 
• Comfort & Miscellaneous 
• Energy & environment 
Evaluation 
categories
Quality in Car Parks : The ESPA Award 
Lighting
Quality in Car Parks : The ESPA Award 
Car entrance & exit : convenience and safety
Quality in Car Parks : The ESPA Award 
Parking area : Easy to park
Quality in Car Parks : The ESPA Award 
Vehicle ramps
Quality in Car Parks : The ESPA Award 
Pedestrian access
Quality in Car Parks : The ESPA Award 
Pedestrian access
Quality in Car Parks : The ESPA Award 
Payment
Quality in Car Parks : The ESPA Award 
Wayfinding & Signage
Quality in Car Parks : The ESPA Award 
A comprehensive system of requirements and scoring for the 10 
categories of facilities and services offered to customers 
A self-calculating, multi-lingual Excel spreadsheet 
Under performance in some categories (above the minimum level in 
that category) can be compensated by excellent performance in 
other categories 
Standard Award 
Total score > 50% 
Superior Award 
Total score > 60%
Quality in Car Parks : The ESPA Award
Quality in Car Parks : The ESPA Award 
Mandatory Minimum Conditions
Quality in Car Parks : The ESPA Award 
Summary Score Sheet
Quality in Car Parks : The ESPA Award 
New ways to improve the Customer Experience
Quality in Car Parks : The ESPA Award 
New ways to improve the Customer Experience
Quality in Car Parks : The ESPA Award 
Thank You 
Acknowlegements photos : 
emel, Empark, Lyon Parc Auto, Nualight, 
Q-Park, Parcus, Verizon, WPS. 
The 
European 
Standard 
Parking 
Award

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Nigel williams

  • 1. Quality in Car Parks : The ESPA Award Quality in Car Parks The ESPA Award Nigel Williams
  • 2. Quality in Car Parks : The ESPA Award What is quality?
  • 3. Quality in Car Parks : The ESPA Award
  • 4. Quality in Car Parks : The ESPA Award What is quality?
  • 5. Quality in Car Parks : The ESPA Award ESPA is a Quality Assessment covering • Design of the car park • Management & Operation of the car park
  • 6. Quality in Car Parks : The ESPA Award Can a customer: • Find a space easily • Park their car easily • Leave their car & pick it up later with peace of mind • Pay for their parking and exit easily
  • 7. Quality in Car Parks : The ESPA Award • Lighting • Car entry & exit • Parking area • Vehicle ramps • Pedestrian access • Security equipment, access control, payments • Wayfinding • Comfort & Miscellaneous • Energy & environment Evaluation categories
  • 8. Quality in Car Parks : The ESPA Award Lighting
  • 9. Quality in Car Parks : The ESPA Award Car entrance & exit : convenience and safety
  • 10. Quality in Car Parks : The ESPA Award Parking area : Easy to park
  • 11. Quality in Car Parks : The ESPA Award Vehicle ramps
  • 12. Quality in Car Parks : The ESPA Award Pedestrian access
  • 13. Quality in Car Parks : The ESPA Award Pedestrian access
  • 14. Quality in Car Parks : The ESPA Award Payment
  • 15. Quality in Car Parks : The ESPA Award Wayfinding & Signage
  • 16. Quality in Car Parks : The ESPA Award A comprehensive system of requirements and scoring for the 10 categories of facilities and services offered to customers A self-calculating, multi-lingual Excel spreadsheet Under performance in some categories (above the minimum level in that category) can be compensated by excellent performance in other categories Standard Award Total score > 50% Superior Award Total score > 60%
  • 17. Quality in Car Parks : The ESPA Award
  • 18. Quality in Car Parks : The ESPA Award Mandatory Minimum Conditions
  • 19. Quality in Car Parks : The ESPA Award Summary Score Sheet
  • 20. Quality in Car Parks : The ESPA Award New ways to improve the Customer Experience
  • 21. Quality in Car Parks : The ESPA Award New ways to improve the Customer Experience
  • 22. Quality in Car Parks : The ESPA Award Thank You Acknowlegements photos : emel, Empark, Lyon Parc Auto, Nualight, Q-Park, Parcus, Verizon, WPS. The European Standard Parking Award