Client Snapshot
Institution: Duke University
Location: Durham, North Carolina
Campus Size: 600+ acres
Population Served: Students, faculty, staff, campus visitors, and health system patients
Parking Spaces: Approximately 28,000 across 8 garages and multiple surface lots
Industry: Higher Education & Medical Center Parking
T2 Systems Solutions: T2 Flex®, T2 PARCS, LPR, T2 Iris®
Background
Duke University boasts a complex parking landscape that caters to both its academic and medical facilities. The Parking & Transportation Services team oversees all parking operations, serving tens of thousands of parkers every day. Managing this vast system is a small team that coordinates everything from permits to VIP access.
Andrew Woloszczuk, who has been with Duke’s parking operations for seven years, has seen firsthand the need for modern solutions. He stated, “Our office controls all the parking for the university and the medical system. It’s a large operation, but we do it with a small team.”
With around 28,000 parking spaces, Duke required scalable technology to streamline operations.
The Challenge
After years of partnership with T2 Systems, the challenge for Duke was not just starting over but upgrading existing systems. As technology advanced, the expectations of users grew as well, particularly for students and hospital visitors. One major issue was payment reliability in the parking garages, which often caused frustrating delays.
- Tickets would become unreadable.
- Machines struggled with damaged tickets, especially in bad weather.
- Drivers frequently needed help, backing up traffic.
- High call volumes flowed into customer service for help with gate issues.
Hospital visitors felt these delays the most. “Whether you’re having a great day or a terrible one, being stuck in a garage because a card won’t scan is frustrating,” Andrew added.
The team recognized the need to reduce friction, enhance payment systems, and modernize the user experience without complicating their already diverse operations.
Why T2?
T2’s adaptability has been key to their long-standing relationship. Rather than setting rigid processes, T2 Flex® allowed Duke to tailor parking regulations to its specific needs. Andrew noted, “T2 gives you good customization. You can use it at a basic level or really dig in to make the system work for you.”
This flexibility is crucial for managing:
- Permit-only and visitor-only facilities.
- Separate needs for university and medical parking.
- Departmental permits, VIP access, athletic events, and more.
- Shifting demands across locations.
“You don’t have to go to several vendors. T2 offers comprehensive solutions in one ecosystem.”
The Solution
With T2 Flex®, Duke streamlined its permit management for everything from annual permits to temporary passes, while integrating with financial systems for seamless billing. “Once configured, it runs smoothly on its own,” Andrew said.
The data reporting capabilities of Flex have also been vital. The team uses SQL to track various metrics like active permits and revenue, helping them make informed decisions about inventory and communication with leadership.
For enforcement, Duke’s team uses mobile devices and a dedicated app that syncs real-time data, reducing errors and speeding up the learning curve for new officers.
Modernizing for the Future
Duke upgraded its systems with T2 PARCS® to improve the entire parking experience, especially during peak hours. Moving to simpler scan-based tickets eliminated many ticket-related issues. “The new ticket style has drastically reduced gate problems,” Andrew reported.
Contactless payment options are being integrated, allowing for quick tap-to-pay transactions. “Less reliance on cash or cards means fewer delays in line.”
The results have been significant. With modernization, Duke has seen a 90% decrease in ticket-related issues, which has improved traffic flow and customer service.
This change has allowed staff to focus on valuable interactions rather than technical problems.
A Look Ahead
Duke does not just rely on T2 as a vendor; they see them as a partner in navigating the complexities of parking at educational and healthcare facilities. With plans for further enhancements, Duke is confident in its ability to adapt to future challenges.
“Flex allows us to grow and adapt. We trust the system,” Andrew concluded.
Duke’s journey shows the possibilities when modern technology meets thoughtful implementation. By unifying their parking operations, Duke has set a standard for others facing similar challenges in high-traffic environments.
For more insights on parking solutions, visit T2 Systems
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