Top Performer: How Metropolis Transformed the Parking Experience at UCHealth

University of Colorado Health

Background: The University of Colorado hired Metropolis to solve a critical problem: take over legacy parking operations across eight UCHealth campuses and deliver a driver experience that matches the institution’s reputation for exceptional patient care.

Challenge: At the time of takeover, Metropolis inherited a large team with several pressing issues: long wait times at the valet stand, damaged vehicles, and poor customer service. The team lacked leadership and needed a big change.

Solution: Metropolis started by addressing the team and culture. Metropolis brought in operations leaders and put the team through comprehensive training while aggressively recruiting new valets. We leaned into Metropolis’s core values: tenacity, putting humans first, an ownership mentality, and a drive to make the patient experience remarkable.

Soon, we had a team equipped to win. Metropolis rolled out enhanced standard operating procedures (SOPs), a zero-tolerance policy towards underperformance, and built trust with UCHealth’s staff by aligning operations with the hospital’s patient care standards.

The results were dramatic:

Impact

Top Vendor Status: Metropolis interventions took parking from UCHealth’s lowest-performing vendor to its highest.
High Satisfaction Scores: Mystery shoppers gave the parking & valet service a 95% happiness score.
Improved Operations & Reduced Operating Expenses: On top of the remarkable patient experience turnaround, Metropolis reined in spending and improved operations, resulting in a 17% CapEx reduction year-over-year.

“Strategic partnerships must be mutually viable and adhere to what I call the "four legs of the stool": operational excellence, technological innovation, financial viability, and exceptional experience. Metropolis delivers on all four.”

— Rob Portwood, Vice President, UCHealth Support Services

Summary: Metropolis and UCHealth didn’t just fix parking: we worked together to identify novel ways to improve the patient experience.

Unlock your asset’s full potential

Be sure to check our our Product, Technology, and Operations offerings to see how Metropolis can help your real estate portfolio drive value for your customers and your bottom line.

Want to know how you can make the switch to Metropolis?
Reach out to our team anytime here.