By Brittany Yokley, Group Product Manager

When most people think of parking enforcement, they picture a ticket on their windshield or a boot on a tire. But for those in the field – and for us at Passport building tools to support them – the role is far more nuanced and community-driven.

After completing the Parking Enforcement & Compliance Professional (PECP) certification, one thing became clear: Enforcement is not just about rules – it’s about people. This course spotlighted the human side of compliance and offered valuable perspective on how enforcement officers can act as ambassadors, educators, and frontline communicators for their communities.

Reframing the Role of Enforcement

Enforcement officers are often the first city representatives people encounter. They’re expected to navigate high-pressure moments, answer questions with clarity, and manage conflict with a calm and professional presence. The PECP program framed these moments as opportunities – not just to enforce policy, but to build trust and ensure safety in public spaces.

Their responsibilities go well beyond citations: ensuring ADA access, maintaining clear loading zones, protecting residential spaces, and removing travel obstructions all contribute to a more orderly and accessible urban environment.

Compliance That Serves the Public

Far from the stereotype of detached ticket writers, enforcement officers are equipped with a skillset that mirrors the best of customer service roles. The PECP emphasized the importance of:

• Empathy and patience
• Problem-solving and sound judgment
• Clear, calm communication
• Situational awareness and de-escalation

The curriculum’s focus on conflict resolution strategies reinforced the emotional intelligence this work requires because compliance efforts, when done well, aren’t about penalizing – they’re about protecting access, ensuring fairness, and supporting community well-being. A citation may seem transactional, but it’s often part of a broader effort to keep streets safe, spaces accessible, and urban mobility functioning.

This course emphasized that public-facing interactions, including those involving citations or warnings, should be viewed as opportunities for education, not escalation. Officers who approach these moments with dignity and clarity can turn tense exchanges into teachable ones.

Technology That Reinforces the Mission

The PECP also underscored the value of understanding what happens after the citation, including appeals. That’s a key area where technology can empower officers. With tools that document details in real time, attach evidence photos, and streamline the handoff to back-office systems, officers are better equipped to support fair outcomes and build public trust.

As a Product Manager at Passport, I see this as a core responsibility as we build technology to support municipal operations.. Passport’s updated appeals flow wasn’t just designed for end users – it was built to help officers feel confident and supported in how they record, manage, and explain the enforcement process. This is part of a broader commitment: customer service isn’t just a principle for city residents – it’s a product philosophy that extends to enforcement staff.

Why This Matters to Us

At Passport, we believe that modern enforcement officers play a vital role in making cities more livable. They balance policy with compassion, order with education. Their work is deeply public, often misunderstood, and always essential.

That’s why we’re committed to building tools that help them do their jobs more safely, clearly, and confidently. Programs like the PECP remind us that great enforcement doesn’t just happen on the curb – it’s built from the inside out, with training, empathy, and the right tools in hand.

Because at the end of the day, great enforcement is great service – and I’m proud to be a part of that mission.

Passport is proud to be the 2025 Exclusive Sponsor of IPMI’s PECP credential. Learn more here.