The Wellgate Shopping Centre is one of Dundee’s two primary retail hubs, located in the heart of the city centre. With a range of shops, services, and nearby facilities, including community centres and gyms, the Wellgate Centre attracts a steady flow of shoppers, city workers, and local residents. Its multi-storey car park serves both the centre’s tenants and the wider public, requiring a parking solution that could adapt to a variety of usage patterns throughout the day. The car park’s central location and proximity to other amenities also posed challenges around capacity, enforcement, and user convenience.
Situated in Dundee’s city centre, the Wellgate Shopping Centre Car Park supports a wide range of users, from daily shoppers and commuters to visitors attending nearby facilities Introduction such as JD Gyms and the Hilltown community project. As one of the city’s key public car parks, it plays an essential role in supporting local footfall and accessibility. However, managing this busy, multi-use facility came with operational challenges, including balancing short-stay retail traffic with longer-term users, ensuring fair pricing, and reducing congestion during peak periods.
Overview
Central Location, High Footfall: As one of Dundee’s busiest public car parks, Wellgate supports retail, community, and leisure users across the city centre.
Mixed Parking Demands: Shoppers, commuters, and gym visitors created varied usage patterns, requiring flexible rules and fair pricing.
Peak-Time Congestion: Heavy daytime demand led to capacity issues, requiring improved space turnover and enforcement.
Need for Modernisation: Manual systems and legacy processes couldn’t meet current needs, Wellgate needed a smarter, future-ready solution.
Operational Oversight: Staff required better tools to monitor usage, manage disputes, and maintain the site’s efficiency.
Challenges
Frequent Equipment Failures
- The barrier system frequently malfunctioned.
- Parts took several months to up to a year to replace
- Frequent breakdowns caused operational disruptions.
Operational Inefficiencies
- Drivers often got stuck at the barriers due to camera read errors or insufficient payments.
- This led to queues and delays.
- The inefficiencies caused significant driver dissatisfaction.
High Operational Burden
- The intercom system was heavily used to manually release drivers.
- This resulted in lost revenue and significant staff time spent handling these issues.
- The manual interventions were unsustainable.
The Hozah® Solution
The Hozah® Ecosystem encompasses every aspect of car park management. Its true strength lies in its integrated approach, where all components communicate seamlessly to optimise revenue. Moreover, the Hozah® Ecosystem’s modular nature allows clients to select the most relevant features for their specific needs, ensuring a tailored solution for Wellgate.
Solution Approach
We proposed and implemented a solution within three weeks. Key aspects and benefits of the implementation included:
Step 1: Utilising Existing Infrastructure
- Hozah’s expert install team integrated their software with the existing machines.
- Cameras were upgraded with Hozah’s industry-leading ANPR software to improve read rates.
This approach minimised disruption and downtime.
Step 2: Barrier Management
- The new system automated the operation of barriers to open and lower for any car.
- Management retained the ability to manually control the barriers via smartphone for security purposes.
- The car park was essentially converted into a free-flow ANPR car park.
Step 3: Clear Car Park Signage
- Ample signage was installed to advise drivers to pay for parking before leaving.
- Barriers reinforced this message, despite being open to any car.
This ensured drivers were well-informed about the new system, reducing confusion and enhancing compliance.
Step 4: Flexible Digital Payment Options
- Hozah® Autopay: Connected state-of-the-art ANPR systems with innovative payment processing software, allowing drivers to sign up once and be automatically charged for their parking duration.
- PayByWeb: Enabled drivers to make one-off payments. payments via their mobile phones without needing to create an account.
Results
Enhanced Driver Experience
- Multiple convenient payment options, including Kiosk, PayByWeb (PBW), AutoPay, and Permits, providing flexibility for all types of users.
- Positive impact from being located outside of Dundee’s Low Emission Zone (LEZ), making it more accessible and appealing for drivers.
- Reasonable tariffs contribute to customer satisfaction and return visits.
Increased Revenue Potential
- Strategic focus on dwell-time, particularly for gym users, allows for additional paid parking time beyond free allowances.
Strategic Partnerships
- Strong relationship with JD Gyms, leveraging their customer base to encourage extended stays and additional revenue.
- Growing engagement with the nearby High School through easier permit sign-up, resulting in increased permit uptake.
Operational Efficiency & Permit Uptake
- Streamlined digital permit system has led to 155 recurring permits, reducing administrative overhead.
- Easier onboarding for local partners has boosted permit sign-ups, particularly from educational institutions.
Since taking over car park management at the Wellgate Shopping Centre, Hozah® has delivered impressive results. In just the first three months (December to February), revenue increased by an average of 22% year-on-year, with January up 26% and February up 23%. These early gains underscore the significant commercial impact of the Hozah® Ecosystem and its potential to drive sustained growth.
The technology provided by Hozah has been a fantastic addition to our shopping centre. It’s simple for visitors to use and has significantly improved our parking operations management. We’re now able to offer more flexible rates to both our shoppers and the wider public, all while reducing admin time and boosting revenue. Partnering with Hozah has truly made a difference. Their account management team has been outstanding from day one—always responsive, supportive, and quick to assist with any queries. The level of service has been consistently excellent.
The in-ground kiosks are also a great asset—robust, reliable, and helping to ensure our parking facilities operate smoothly at all times. We’re delighted with how the partnership is going and excited about what’s ahead. A big thank you to the Hozah team for their continued support and innovative approach!
The transformation of car park management at Wellgate Shopping Centre is proof of the measurable impact Hozah’s Ecosystem can deliver in just a few short months. By introducing user-friendly payment options, automating permits, and forging strong local partnerships, we’ve not only enhanced the driver experience but also reduced operational costs and encouraged more repeat visits.
The result is a smoother, smarter, and more engaging parking journey that benefits both drivers and site owners. Most importantly, Wellgate saw a 22% uplift in revenue within the first three months, clear evidence of the scalable growth opportunities our Ecosystem unlocks. With cutting-edge technology, seamless operations, and targeted community engagement, Hozah® provides a future-proof solution that maximises revenue, strengthens relationships, and delivers lasting improvements for every site we work with.
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