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Posted on: March 18, 2020

COVID-19 Updates

COVID-19





PARK Durham Update - May 7, 2020

Dear Park Durham Customer:

In light of growing concerns regarding COVID-19, Mayor Steve Schewel issued a Stay-at-Home Order for all city residents to further reduce the spread of COVID-19. During this period of uncertainty, PARKDurham has modified its operations to comply with the Stay-At-Home Order, promote social distancing, and ensure the safety of the public and our employees. Understanding the challenges facing many customers during this time, in addition to our regular correspondence, in response to questions posed to City leadership, we are contacting you directly as we want to make you aware of the process for temporarily suspending monthly parking accounts.

While the nation continues to grapple with COVID-19 and we all continue to make changes in the way we live, work and interact, we hope you and your family are safe. The past several months have been unlike anything we’ve ever experienced, and we’re working hard to evolve so we can continue to show up in a meaningful way for you, our colleagues. Part of that has meant serving you in new ways. We want to continue to bring you the service and convenience you need, even if it may look a little different than it has in the past.

To this end, we are continuing to provide security guard services in our parking garages, 24 hours per day, seven days a week; centralized command center operations; virtual customer service hours; custodial services in the parking garages; on-call parking enforcement to monitor curbside delivery zones, fire lanes, and other no-parking zones; parking equipment upgrades throughout our facilities, etc.

During this challenging time, we are also required to cover the costs of several initiatives to provide a more favorable parking experience for you including, but not limited to:

  • Morgan/Rigsbee Parking Garage and associated ground-level retail/commercial spaces
  • Uniformed, Unarmed Security Guard Services, 24 hours per day, seven days per week
  • Upgraded security and surveillance systems in the Chapel Hill Street, Church Street, Corcoran Street, Durham Centre, and Morgan/Rigsbee Parking Garages.

As you may know, enhanced equipment and technologies are underway for the City’s parking program that will enable motorists to have multiple payment options, online account management, additional payment locations in the parking garages, etc.

In an effort to keep you abreast of our progress, we are providing you with the following updates regarding several parking initiatives. 

Customer Service Center

o  The PARKDurham Customer Service Center is closed to the public until further notice. Customers are able to reach a customer service representative over the phone by calling (919) 560-4157 on Mondays through Fridays from 9:00 am until 12:00 noon. During those times, staff are available to address your issues and answer questions.

Temporary Suspension of Monthly Parking Charges

The Transportation Department strives to be responsive to the needs of our customers experiencing hardship during this event while maintaining revenue sources where possible. We have already implemented furloughs for our part-time staff in response to revenue reductions and we are working to limit additional impacts. We ask that you consider these impacts as you weigh the decision to request a hardship suspension. With that said, the Department has implemented a process to enable suspension of monthly parking fees to be allowed by request.

If you would like to temporarily suspend your monthly parking payroll deduction until the City returns to normal operations, you are required to do the following:

  • Complete the attached Parking Cancellation/Suspension Form. The form for temporary suspension must be received 5 business days before the next billing date (5th of each month). You may email your form to the Customer Service Center at parkdurham@durhamncgov.
  • If hardship cancellations/temporary suspensions are received after that deadline, they will not go into effect until the following billing cycle.
  • Per the above, staff will not issue refunds or make bill adjustments unless they are correcting an administrative error.
  • When you are ready to return, please let us know and staff will be able to “reactivate” suspended accounts within a specified timeframe without penalty.

Monthly Parking Permit Update – WE LISTENED!

  • Effective April 6th, PARKDurham implemented a more secure, convenient and user-friendly online payment system for our customers to pay their monthly parking invoices. The new and improved interface provides myriad benefits to customers, enabling them to pay their bills faster, easier and more conveniently and securely.
  • The new features include: an improved user experience, a “Pay Now” feature that allows for quick payment without having to register an account; and registered account enhancements including view and pay multiple accounts at once, view payment history, etc. Customers will be able to securely save your payment information; have the option of signing up for paperless billing with email reminders; and the opportunity to schedule automatic payments from your credit card or checking account.
  • Additionally, PARKDurham has implemented a new interactive voice response phone payment system with features such as quick account balance review and payment with a credit card, debit card, or eCheck and an easy-to-use call flow.
  • Customers can now pay their monthly parking permit invoices online at https://ipn2.paymentus.com/cp/dhnm or via the Interactive Voice Response System (IVR) at 1-844-592-4920.
  • Paymentus charges a non-refundable convenience fee to process your payment for the use of its software and technology. This fee is separate from your bill payment. There is a 3.3% per transaction fee for payment by credit card and a $0.50 transaction fee per Electronic Check. There is a maximum of $25,000 per transaction.
  • Paymentus accepts Visa, MasterCard, Discover, American Express and electronic checks. By May 1st, Paymentus will be able to accept Pay Pal.
  • As a result of the transition to our new billing system, customers that had outstanding balances prior to April 1st will receive separate invoices for those charges. Once the invoice is received, customers will be able to pay online or via phone.

Thank you for your understanding and continued support during this challenging time. If you have any questions, please contact our Customer Service Center at (919) 560-4157 or by email at parkdurham@durhamnc.gov. You may also learn more about our parking system at www.parkdurham.org.

Sincerely, 

ParkDurham


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PARKDurham Update – March 26, 2020

Mayor Steve Schewel has issued a Stay-at-Home Order for all city residents to further reduce the spread of COVID-19.  PARKDurham has modified its operations to comply with the Stay-At-Home Order, promote social distancing, and ensure the safety of the public and our employees.  All changes are effective beginning at 6 p.m. on  Thursday, March 26, and will be in place until further notice. 

1.  The PARKDurham Customer Service Center is closed until further notice. Residents will still be able to conduct business over the phone at 919-560-4157 or online (links below). Beginning Friday, March 27, phones will be open from 9 a.m. until 12 p.m. from Monday through Friday to answer questions. Customers can still make credit card payments for parking citations using the following online platforms: 

a. Parking citation payments can be made at  www.payvats.com. 

b. Parking appeals can be submitted at  www.appealvats.com. 

2. Monthly Parking Permit Customers  

a. During this period, customers may make payments by check or money order by mailing payments to  PO Box 1370, Durham, NC 27701. Please make the check payable to the "City of Durham."  

 3. Off-Street Parking Garages and Lots 

a. Parking garage and surface parking lot operations have been suspended. The gates to all facilities will be open until further notice. 

 4. On-Street Metered Parking Spaces 

a. In response to Governor Cooper’s executive order that closed all restaurants and bars in North Carolina except for takeout and delivery orders, we have converted many on-street metered parking spaces in downtown Durham to Curbside Delivery Zones. These spaces will return to on-street metered spaces once Governor Cooper’s executive order is lifted. We strongly encourage customers to only park for the actual time needed to pick up restaurant orders.  

b. An image of the Curbside Delivery Zone signage can be found  here.  

5. On-Street Parking Enforcement 

a. Parking enforcement ambassadors have suspended issuing parking citations for nonpayment at pay stations and overtime parking.  

b. Parking enforcement will be limited to on-call requests to issue parking citations in the downtown area for illegal parking in loading zones, sidewalks, fire lanes, bus lanes, ADA parking spaces, crosswalks, etc. 

6. Facilities Maintenance 

a. Facilities maintenance and custodial efforts in City-owned parking garages have been suspended until further notice.   

Thank you for your patience and understanding during this difficult time. Please continue to visit www.parkdurham.org or follow us on Twitter @movesafedurham for operational updates.

For future COVID-19 updates on City operations, programs, and services, visit the City’s website and follow the City’s Facebook, Twitter, Instagram, and YouTube pages. 

 For updates on  COVID-19 in Durham and to learn more about how to help reduce the potential spread of this virus, residents are encouraged to visit the Durham County Department of Public Health website or follow their social media pages. 

View Stay-at-Home order FAQs 

View Stay-at-Home order declaration in English (PDF) 

View Stay-at-Home order declaration in Spanish (PDF)

Signed Stay-at-Home Order (PDF) 

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