Baltimore launches unified service request system for parking complaints

Baltimore City Council's Land Use & Transportation Committee made significant strides in improving the city's parking enforcement process during their meeting on July 10, 2025. A new unified service request system is set to launch on July 25, allowing residents to submit parking complaints through a single streamlined platform.

The initiative aims to enhance user experience by consolidating various complaint types into one service request category. This means that residents will no longer need to differentiate between types of complaints, such as abandoned vehicles or parking violations. Instead, all complaints will be processed under a single parking complaint service request, simplifying the reporting process for residents.

Webster, a key presenter at the meeting, explained that the new system will allow for immediate responses to all requests. Internally, the process will be managed through the Salesforce workers app, with further improvements planned for the fall, including enhanced functionalities for tracking and managing complaints.

Councilwoman Felicia Porter emphasized the importance of this change, noting that it represents a dramatic shift in workflow for parking enforcement. The new system is designed to empower residents by placing the initiation of the complaint process directly in their hands, thereby improving accountability and efficiency.

In addition to the new service request system, the committee discussed how data from these requests will be made available to the public through Open Baltimore. This transparency will enable residents to track their complaints and understand how issues are being addressed by the city.

As Baltimore prepares for this rollout, the committee's decisions signal a commitment to improving city services and enhancing community engagement. The upcoming implementation is expected to streamline operations and provide residents with a more effective way to address parking concerns.