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HomeMy WebLinkAboutCFW Update on Police Initiated Towing Services Contract w ARUpdate on Police Initiated Towing Services Contract with AutoReturn By: Deputy Chief Ty Hadsell Implementation •The Fort Worth Police Department began using the AutoReturn program December 1, 2018. •23 towing companies •On a monthly average, 1500-2000 average police tows •On a monthly average, 3000 repossession and private property tows 2 Successes •Time Savings •Improved Response Times •Improved Cancellation Rate •Reporting and Technology Enhancements 3 Time Savings –Private Property/Repo Calls •Prior to AutoReturn the Data Reporting Unit spent 5-7 minutes per call entering an average of 3000 calls per month into multiple systems (approximately 18,000 minutes per month) •Now on an average, personnel spend only 1-2 minutes per call 4 Time Savings -Response Times •Prior to AutoReturn the average response time for a light / medium duty rotation wrecker was 30-45 minutes •As of October 2019 the priority average response time was 13.84 minutes and the rotation response time was 16.74 minutes •Generally, any vehicle pulled from a freeway is considered a priority and all other tows from surface streets are considered rotational 5 Towing 2018 vs 2019 6 2018 Cancellations 2019 Cancellations We have seen a decrease in the amount of cancellations in a year time span. As a comparison, Austin Police Department has a cancellation rate of 12.80%. Reporting & Technology Enhancements •Under the old system, customers were unable to research vehicle information –i.e. who towed the vehicle, where the vehicle was towed, fee information, etc. This process was difficult, even for Police. Many of the calls received by Police Communications were from customers trying to locate their vehicle. •Now anyone, anywhere can locate a vehicle, see their fees, where the vehicle was towed and get specific directions to where the vehicle is located. 7 Customer and Stakeholder Experience •Under the new system, staff has noticed a significant reduction of calls and complaints from customers •“The Auto-Return database/system is user-friendly and having this system in place has proved to be an excellent time-saving asset to our business in tracking customer vehicles, updating records in real time, and in general leaving a trail of what has transpired from the initial tow until release.We receive multiple calls daily in reference to a towed/impounded vehicle from owners, family members, insurance agents, salvage companies, towing companies and so forth and it is extremely beneficial in providing real-time information--especially when working out of multiple locations.” –Purrfect Towing 8 In Progress •Towing Fees •Cancellations •Quarterly Meetings 9 Towing Fees A study of tow fee is currently being conducted by the Police Departments fiscal division. Although we anticipated the study to begin in the Spring,we have made progress and we expect the study to be completed in 30 days. Upon completion we will make reasonable recommendations regarding the tow fees. Continue Reducing Cancellations •Tow companies have expressed concern about cancellations. •The Police Department will continue to work with its officers, the tow companies, and AutoReturn to identify issues and solutions to help keep this downward trend moving forward. •One area that we expect will help decrease this number is the implementation of MDC dispatching. North patrol and Abandoned Vehicle Units are testing this application now. Quarterly Meetings •Quarterly meetings began January 2019 •One tow company from each zone volunteers, a police officer, communications personnel, auto pound personnel and AutoReturn personnel participate in these meetings. 12 Key Changes from Quarterly Meetings •Discussions have resulted in changes in the Police Department: •Reviewing procedures for property, stolen, burnt or unidentifiable vehicles •Reducing cancellations •Officers filling out tow tickets properly •Initiation of new app for officers to order tow trucks directly •Discussion have resulted in changes for the towing companies: •Some tow companies have made sure their tow trucks are out in high volume areas during high volume times to reduce response times •Improved communication and open dialogue regarding calls with issues. •Information being entered in a more timely manner for everyone to access •Meetings will continue on a quarterly basis. 13 Questions ?