Parker Technology Audio Customer Service Recording Policy (Flash Kiosks)
University of Maryland, Baltimore
Parker Technology Audio Customer Service Recording Policy (Flash Kiosks)
Purpose
This policy establishes the standards for the use of Parker Technology audio and video customer service on Flash kiosks to ensure consistent service delivery, accountability, and compliance with privacy laws and expectations.
Scope
This policy applies to all parking facilities on the campus of UMB utilizing Parker Technology audio and video support through Flash kiosks within Parking & Transportation Services operations.
Policy Statement
To accomplish the government purposes below, customer interactions conducted through Parker Technology on Flash kiosks are audio/video based and will be recorded and stored for a limited time.
Purposes of the Recordings
Audio and video recordings are maintained temporarily to support quality assurance, customer service improvement, training and coaching, verification of transactions, dispute resolution, and operational review. Recordings are not used for any purpose outside of these operational, training, and compliance needs.
Retention of Recordings
Audio and video recordings are retained in accordance with Parker Technology data retention standards and shall not be retained for longer than is reasonably necessary to accomplish the purposes listed above. Recordings will be maintained for no longer than sixty (60) days as determined by UMB. If approved by the Director of Parking and Transportation Services or the Office of University Counsel, recordings may be retained longer only when required for investigations, major disputes, or legal matters. Absent a subpoena or anticipated litigation, no recording shall be kept for longer than 180 days. After the applicable retention period, recordings are securely deleted. Access to recordings is restricted to authorized personnel only.
Ownership, Access, and Storage
All audio and video recordings are owned, stored, and managed solely by Parker Technology. Parker Technology has access to these recordings as needed and subject to data use provisions with the University of Maryland. The University does not store, manage, or maintain copies of these recordings. Storage, retention, and deletion of recordings are handled exclusively by Parker Technology in accordance with their policies and procedures.
Customer Audio Disclaimer
Customers must be informed that audio/video recording will occur prior to or at the start of the interaction. The following statement or something substantially similar must be used:
“Thank you for contacting parking support. This transaction is being recorded for quality assurance and training purposes.”
This notification may be delivered automatically through the kiosk system or verbally by the Parker Technology representative.
Access and Use of Recordings
Recordings may be reviewed as reasonably necessary by authorized personnel for service quality, dispute resolution, and training purposes. Recordings must not be shared outside of authorized personnel and may not be copied or shared for any unauthorized purposes . Any request for recordings must follow established University data request procedures, the Maryland Higher Education Privacy Act, and/or the Maryland Public Information Act.
Compliance
All staff are expected to adhere to this policy. Misuse of these recordings will subject the employee to disciplinary action, up to and including termination of employment.
