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Posted on: March 18, 2020

Park Durham COVID-19 Updates

COVID-19

Park Durham Update - October 5, 2020 

Park Durham Customer Service Center Limited Reopening 

As we begin the process of gradually and carefully reopening, when interacting with our staff or visiting any City facility, remember to follow the social distancing and sanitation guidelines as defined in the Durham Safer-At-Home Order. This includes wearing a face covering and maintaining a six-foot distance between yourself and others. 

As you know, our Park Durham Customer Service Center has been closed to walk-in customers due to COVID-19 and customer service, parking operations, and services have continued remotely. After further assessing the safety and demand for in-person services in light of alternative telephone, email, and web-based services available, we have decided to reopen to the public BY APPOINTMENT ONLY in-person services beginning Tuesday, October 6. Our Center will operate on a limited schedule at first, and only be open to the public by appointment every Tuesday, Wednesday, and Thursday from 9 a.m. to 3 p.m. 

If possible, please continue to pay monthly parking permits or citations using the following methods: 

New Safety Protocols for Doing Business at our Customer Service 


Center Enhanced Cleaning Protocols 
With the limited reopening of our Customer Service Center, additional steps are being taken to protect you and our employees from the spread of COVID-19. 

  • Enhanced cleaning protocols with additional attention to all shared spaces and publicly-accessible areas. Routine cleaning and sanitizing will occur on an ongoing basis throughout the day using CDC-approved COVID-19 cleaning products with extra focus on high-touch areas such as doorknobs, water fountains, handrails, dispensers, and faucets in all restrooms. 
  • Plexiglas shield in our customer service areas and staff work areas to provide an extra safety barrier during customer service interactions. 
  • Hand sanitizer and disinfectant wipes will also be available. 

Required Safety Measures 
Alongside our enhanced cleaning and safety measures mentioned above, our customers and our employees are required to wear a face covering upon entering our Center and to remain six feet apart. 

  • If our customers do not have a face covering, a disposable one will be provided and must be worn to enter and at all times while inside the Center. 
  • Completion of a short wellness screening, provided in English and Spanish, will also be required before entering our Center. 


Park Durham Update - June 16, 2020

June 16, 2020

Dear Park Durham Customer:

Since earlier this spring when Mayor Steve Schewel issued his first Stay-at-Home Order to help fight the spread of COVID-19, we have worked hard to modify our operations to serve you in new ways, promote social distancing, and ensure your safety and the safety of our employees.

Throughout it all, our goal has been to bring you the service and convenience you need, even if it may look a little different than it has in the past. For instance, we continued to provide 24/7 security guard services in our parking garages; we centralized our command center operations; provided virtual customer service hours; continued custodial services in our parking garages; maintained on-call parking enforcement to monitor curbside delivery zones, fire lanes, and other no-parking zones; and continued with parking equipment upgrades throughout our facilities.

Here’s a snapshot of our COVID-19 updates and a brief look at the progress we’ve made on some of our initiatives to serve you better.

Park Durham Customer Service Center

While our Park Durham Customer Service Center remains closed to the public until further notice, you may continue to reach our customer service representatives by calling (919) 560-4157, Mondays through Fridays from 9 a.m. until noon to get help with any issues or concerns.

Parking Garages and Surface Parking Lots for Hourly Parking

Our parking garages and surface parking lots are back in service as of Monday, June 15th. Due to social distancing requirements, we strongly encourage you to use the pay-on-foot parking equipment located in the garages to pay for hourly parking charges. As a reminder, hourly rates are $1.25.

Also, prepaid parking validations are available for purchase by contacting our Customer Service Center via email at parkdurham@durhamnc.gov or via telephone at (919) 560-4157.

Downtown Curbside Delivery Zones

On March 26, we 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 Roy Cooper’s executive order is lifted. We strongly encourage you to only park for the actual time needed to pick up restaurant orders. 

On-Street Metered Parking

The on-street parking meters that are NOT located in designated Curbside Delivery Zones, are back in service as of Monday, June 15th. As a reminder, hourly rates are $1.50.

On-Street Parking Enforcement

Our parking ambassadors continue to enforce safety violations and monitor downtown curbside delivery zones to ensure compliance and turnover. They are also not issuing parking citations for nonpayment at pay stations and overtime parking in our on-street spaces until July 15, 2020.

Monthly Parking Permit Update

On April 6, we implemented a more secure, convenient, and user-friendly online payment system to pay your monthly parking invoice. This new and improved system provides a myriad of benefits enabling you to pay your monthly bill faster, easier, more conveniently, and securely.

The new features include an improved user experience such as a “Pay Now” feature that allows you to view and pay multiple accounts at once, view your payment history, etc. You can also now securely save your payment information, sign up for paperless billing with email reminders, and schedule automatic payments from your credit card or checking account.

We have also 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. Credit cards accepted include Visa, MasterCard, Discover, American Express, and PayPal. Please note that our new online payment system charges a non-refundable convenience fee – which is separate from your monthly bill – to process your payment. There is a 3.3% per transaction fee for credit card payments and a $0.50 transaction fee for eChecks.

To begin using our new online payment system or our new interactive voice response phone payment system to pay your monthly parking invoice, click here or call 1-844- 592-4920.

If you have any questions, visit our website at www.parkdurham.org, or contact our Customer Service Center team at (919) 560-4157 or ParkDurham@DurhamNC.gov.

Thank you for your continued support during these challenging times and for allowing us to continue to serve your downtown Durham parking needs.

Sincerely,

Your Park Durham Customer Service Team



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, Park Durham 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 Park Durham 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, Park Durham 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, Park Durham 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, 

Park Durham



Park Durham 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. 

The Park Durham Customer Service Center

The Park Durham 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. 

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."  

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. 

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.  

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. 

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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