How Torrance Turned Summer Camp Registration From an Annual Nightmare to Just Another Day with Rec Technologies

➡️The Need for Change: Torrance’s Challenge

As the Recreation Manager for the City of Torrance, Garrett Craig faced critical challenges with the existing parks and recreation management system. The outdated software not only hindered operational efficiency but also lacked mobile-friendly functionality. With an impending price increase from a forced module upgrade, Garrett knew it was time to make a change.

With summer registration quickly approaching, Garrett felt an increased pressure to deliver an effective and user-friendly system that could handle high-volume registrations efficiently. Their existing system regularly crashed on registration day, frustrating residents and overwhelming staff with calls and in-person visits. On top of that, staff spent more than 50 hours manually inputting over 300 summer programs, a process that was unsustainable.

“Once we switched registration to Rec, almost all of our enrollments are now via mobile. We can now give residents the tech and service they expect in 2024.” Garrett shared.

🎯Why Rec's Mobile-First Platform Stood Out 

Recognizing the need for something better for his residents, Garrett took the lead in evaluating new software options. This led to meeting the team at Rec Technologies — seasoned tech veterans from companies like Uber, Google and Amazon, creating the types of user experiences he knew his residents were looking for. After a thorough review, the decision to switch to Rec stood out as the clear choice due to standout features:

• Mobile-First Resident Experience: Rec’s mobile-first platform means that Torrance residents could access the activities and registration they needed to, where they were looking to do it: on their phones 
• Finally Saying Goodbye to Gated Modules: Unlike previous providers, Rec's transparent pricing model eliminates hidden fees associated with additional features, ensuring all functionalities are accessible without surprise costs.
• Game-Changing Instructor Management and Revenue Growth: Rec’s first-of-its-kind Licensed Learning product means that Departments can streamline instructor onboarding and management all through Rec, unlocking more lessons and classes for residents, and more revenue for the Department.

✨The Big Switch: Smooth, Fast and Resident-Friendly 

To ensure a smooth transition, Torrance implemented a pilot program with Rec that focused on specific features like private instruction. This allowed residents to engage with the new system before the full rollout.

Garrett and his team worked closely with Rec to develop an effective implementation plan, which included:

• Early Notifications: Timely updates informed residents about the upcoming changes, reducing confusion during the transition.
• Soft Launch: A phased introduction allowed residents to acclimate to the new system gradually.
• Automated Data Transfers: Residency statuses and existing credits were seamlessly transferred, ensuring continuity and a smooth onboarding experience for users.

The collaboration between Rec and Torrance was pivotal in transitioning 320 summer programs quickly, freeing staff from the extensive manual input required in the past. The new software was up-and-running with all summer programming within just 2 months.

💡Meeting Unique Needs with Enhanced Features

Rec’s intuitive platform addressed several pain points that Torrance’s staff and residents had endured for years. The old software's complexity necessitated restricting full access to only two staff members to avoid staff unwittingly breaking the system, which hampered the department's operational efficiency. With Rec, they no longer struggle with cumbersome programming processes and can easily manage instructor onboarding and payments while giving their residents the modern mobile experience they expect from any app.

“Once we switched registration to Rec, over half of our enrollments went to mobile. We can now give residents the tech and service they expect in 2024,” Garrett explained.

Residents also appreciated the responsiveness of Rec’s in-app messaging system, which handled over 700 support tickets with a mean resolution time of just 24 minutes.

🌟Empowering Staff with Training and Support

Staff training was a critical component of the transition. Rec provided comprehensive onboarding at no extra cost, ensuring that the team was equipped to manage the new system confidently.

“We’re confident in our system’s design. There’s no need to charge for ongoing training when it’s built to be user-friendly,” said Birju Kadakia, Rec’s cofounder and CEO. 

This commitment to support allowed Garrett’s team to hit the ground running and focus on delivering exceptional programming without worrying about hidden fees or complicated workflows.

📈Real Results: Torrance’s Registration Glow-Up

Torrance completely transformed its registration process, turning what was once a chaotic event into a smooth operation. On summer camp registration day in 2024, fewer than 10 residents opted in to visit City Hall in person vs hundreds that would historically queue up to get hands-on support, thanks to the ease of online registration through Rec. 

The results of Torrance's implementation of Rec were evident in their summer registration statistics:

• 3,552 total enrollments, reflecting increased participation thanks to the ease of registration on Rec’s mobile platform.
• 1,230 unique participants, showcasing effective outreach and community engagement.
• 98% success rate in registrations, completed without additional support from the Rec team.

Residents voiced their satisfaction, with one stating, “My wife said to me that you all would make Leslie Knope proud.” An instructor added, “I love getting a text message when students sign up or cancel my classes. It will help me plan my lessons better in advance.”

🌳Welcome to a New Era for Torrance Parks and Recreation

Garrett Craig's leadership in transitioning to Rec has significantly improved operational efficiency and resident satisfaction in Torrance. By embracing a system that eliminated hidden costs and enhanced mobile functionality, Torrance is now well-equipped to meet the needs of its community.

“Rec has empowered us to better serve our residents and manage our programs efficiently,” Garrett concluded, marking the beginning of a promising new chapter for parks and recreation in Torrance.

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