By William C. Shelton

(The opinions and views expressed in the commentaries of The Somerville News belong solely to the authors of those commentaries and do not reflect the views or opinions of The Somerville News, its staff or publishers.)

“Neither snow, nor rain, nor heat of day, nor gloom of night, stays these couriers from the swift completion of their appointed rounds.”

This is an inscription on New York’s main post office. It is as applicable to Somerville’s Parking Control Officers (PCOs) as to Postal Service personnel. But while many people warmly welcome their mail carriers, they may abuse the PCOs, who have no control over the regulations that they are duty-bound to enforce.

Regular readers know how much I detest the increases in parking fines and fees, and especially the imposition of resident permit requirements in neighborhoods that don’t need or want them. What I detest even more is the frequent mistreatment of PCOs.

While the Traffic and Parking Department (T&P) has been implementing the regime imposed by the Traffic Commission, its has also implemented genuine improvements that make the Department more user friendly.

Matt Dias tells me that he came in as T&P’s new Director a year ago with a strong mandate to transform how the Department does business. His goal is to make it more customer-oriented, with a strong focus on customer service. By “customer,” he means people who obtain permits, pay violations, and are affected by parking conditions throughout Somerville.

When he first arrived he spent much of his days answering calls—both complaints and requests for information. He learned from those conversations, and you will find noticeable improvements if you haven’t been to T&P’s Holland Street office for a while.

You may remember long, sloooow lines. Maybe you finally reached a service window, only to discover that cash is required to make a payment, or you need to have a utility bill, or you didn’t fill out the right form.

The Department has added a fifth window, and now there is a reception desk. Customers can find out requirements before they stand in line. Soon they will be able to take a ticket and sit in the refurbished waiting room—new paint, carpets, plants, televisions, and a display of local art.

Of course these changes have little impact on some “customers” mistreatment of PCOs, who probably have the most difficult public sector job in Somerville. Most of these hard working officers grew up here, went to school here, and many are raising their kids here.

Like Department of Public Works employees, they work outside in the elements, day and night. They were hoofing it during the recent scorching heat wave.

But unlike DPW workers, they take abuse. Some people scream at them and curse them. Some follow them in cars, shouting abuse and making obscene gestures.

PCOs’ six weeks of training include efforts to prepare them for such experiences. During this period veterans go out with them. But abuse has an emotional impact no matter how much training one receives.

My friend Moose Analetto tries to handle situations like this with humor. One night he was logging guest cards on Warner Street. He wasn’t issuing violations. But some guy walked up to him, cursing at him, and then said, “How do you sleep at night?” Moose replied, “Tempurpedic,” turned around, and walked away.

He tells me that the people who are the most argumentative are often those who appear to be financially well-off. “The hard-working average Joe will take a ticket in stride.”

Moose’s supervisor Tammy Doe has been an officer for 23 years. She says that in the past, people who received parking tickets usually did so with equanimity. But since implementation of the increased meter rates and fines, a lot more people are argumentative, insulting, and try to push officers’ buttons.

In every area of law enforcement, there is often a gap between the law and justice. Closing the gap requires discretion. Tammy says that PCO’s are encouraged to be flexible and use their best judgment.

Although it is not as intense, window clerks at the Holland Street office take their share of customer anger as well. Kim Fucile, who works a window, understates when she says, “There are definitely moments.” I dealt with her when I renewed my visitor permit this May and found her to be friendly, welcoming, and informative.

She says that customers’ feelings are particularly high when they have just gotten a violation. “We get the wrath.” But she tries to “take it with a grain of salt.” She keeps listening, remains respectful, and eventually most irate customers calm down and take care of business.

Matt Dias says that over the last three years the Department has issued 40,000 fewer violations. The fact that the new regulations have been in force for two of those years suggests that people are becoming more vigilant when they park. Accordingly, four PCOs have been laid off.

Meanwhile, the Department’s revenues have shifted more toward permit fees. And this year, annual residential permit fees increased from $20 to $30.

Matt offers some tips for more easily negotiating the parking regulation experience. You can determine what kind of permit you need, find out it’s cost, and download appropriate forms from T&P’s website. In many cases, you can renew by mail.

If you avoid coming to the office during the last week and first few days of the month, you will have a shorter wait. At www.bostonsweeper.com, you can sign up to receive a free text message or email to remind you to move your car on street sweeping days.

You can purchase a card to pay the parking meter. In this way, you won’t get a ticket for an expired meter, and you’ll get a refund for the time that you don’t use.

We’re all paying harsh increases in meter rates, fines and fees. But most T&P personnel are doing their best to perform difficult jobs. So treat them with some basic respect, huh?

You may hate the message, but don’t kill the messenger.