1. How is Westpac parking configured in BaseUp?
Westpac parking is managed across a portfolio of 843 parking spaces across the following sites:
275 Kent St, Sydney NSW
200 Barangaroo St, Sydney NSW
4–16 Montgomery St, Sydney NSW
Parramatta Square, Sydney NSW
Brookfield Place T1, Perth WA
Brookfield Place T2, Perth WA
123 Eagle St, Brisbane QLD
150 Collins St, Melbourne VIC
Most user access is managed externally to BaseUp.
Users are provisioned ahead of time via SFTP files sent from Honeywell EBI nightly at 2am via Sterling.
Roles and office location are managed via SAML, and are updated just in time based on AD changes.
Parking rights managed outside BaseUp
The following parking rights are primarily managed through Westpac systems:
Office-based weekday parking via AD
State-based weekend parking via AD
Free parking and pay-as-you-go (PAYG) rights via Westpac AD roles
Parking rights managed on the BaseUp Dashboard
The following user groups/rights are managed directly in BaseUp:
White listed users (Execs)
Priority parking
Free after-hours parking with quotas
Pool Car users
Accessible parking users
BaseUp can manage these on behalf of Westpac/JLL where there is a nominated requester, and can also provide training so the client team can manage them internally.
2. What kinds of support requests does BaseUp handle vs redirect to Westpac?
BaseUp manages most BAU support for Westpac, with the onboarding guide stating an average of 20 support requests per week, with BaseUp managing 90% and redirecting the remaining 10% to Westpac.
Managed by BaseUp
BaseUp handles:
Booking queries
App inquiries
Access issues
Declining refund requests
Examples include:
Carpark full
Fully booked accessible bays
App usage questions
Entry/exit or access issues
Space taken reports
Redirected to Westpac
The following are redirected to Westpac:
Login issues
Incorrect parking rights
Executive support
3. What should I do if a user cannot log in?
Login issues should be treated as a Westpac-managed issue, not a standard BaseUp support issue. The onboarding guide confirms that login issues are redirected to Westpac, and that user roles and office location are managed via SAML/AD rather than manually within BaseUp.
Check the likely cause
Users may be unable to log in because:
they are not correctly provisioned in Westpac systems,
they are not in the required AD group/role,
their SAML/AD changes have not yet flowed through,
or their parking rights are incorrect upstream.
Action
Direct the user to the current Westpac IT / identity support path for parking application access.
Important note
BaseUp should not troubleshoot these as product defects unless Westpac confirms the user is correctly provisioned and the issue remains unresolved.
4. Who manages allocation and exception-based parking rights?
For Westpac, most standard parking rights are managed externally. Some exception-based parking rights, however, are managed through the BaseUp Dashboard.
These include:
White listed users (Execs)
Please raise a request with BaseUp.
Priority parking
Please add the user to the relevant user group.
Free after-hours parking with quotas
Please add the user to the relevant user group.
Pool Car users
Please add the user to the relevant user group.
Accessible parking users
Please add the user to the relevant user group.
If a request relates to one of these exception categories, it should be managed in BaseUp or escalated to the relevant trained admin/contact.
If the request relates to a standard employee parking entitlement, it is more likely to be an AD, SAML, or Westpac configuration issue rather than a BaseUp allocation issue.
What should I know about allocations?
At Westpac, allocations are used for salary sacrifice drivers and senior leaders with an allocated bay.
Allocation reporting is managed through the BaseUp Dashboard, and are generated from the Allocations or custom reports tab.
Some senior leaders with an allocated bay may access the carpark using a fob rather than the BaseUp app. This means their allocation will always show as 'not used' on BaseUp reporting.
For all other users, parking access is managed through the standard Westpac parking setup (booking or allocation on BaseUp, access to the carpark via the BaseUp app).
5. How are reports managed for Westpac?
Westpac has several recurring reporting workflows.
Monthly account statements
Sent to JLL on the 10th of every month
JLL raises a fund request for the Total Funds Payable Balance
JLL sends this to [email protected]
Westpac is paid by BaseUp by the 30th of each month
FBT reports
Sent by JLL to [email protected] every 3 months
BaseUp completes some fields from account statements
BaseUp completes other fields from bookings recorded on the Dashboard
BaseUp returns the report within 1 week of receipt
Anti-passback reports
Applies to 150 Collins St only
Generated by BaseUp
Sent to Westpac by the 5th of every month
Any additional investigation or driver contact is managed by Westpac
Salary sacrifice and audit reporting
Salary sacrifice reports are generated from the Allocations tab
Audit reports can be built under Custom Reports
Westpac’s dedicated account manager can assist with ad hoc reporting or refining dashboard audit reports
Audit and performance reports are reviewed annually in the BaseUp Annual Review
6. How are incidents and escalations handled?
BaseUp provides BAU support to the Westpac admin team via email or phone through the dedicated account manager.
Westpac/JLL to BaseUp
Incidents are escalated by Westpac via:
email to [email protected] or;
via support widget on Dashboard; or
phone call to your Dedicated Client Success Manager
BaseUp to Westpac/JLL
BaseUp escalates incidents to Westpac/JLL via:
email
After every incident, BaseUp shares a PIR. BaseUp also monitors critical infrastructure in Datadog across:
application
dashboard
hardware
backend
third-party integrations