Centralized International Support

Service Contract Amendment

Item No. 8c_supp

Meeting Date: November 13, 2018

1,464,411

1,731,513

1,836,818

1,958,755

1,617,888

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

2014 2015 2016 2017 2018

Unprecedented Growth Continues

2

VIP Start -

57 Employees

Added 8 GE

Kiosks = 11

Total

Merge

S5&S6 to

Create 12

th

WB Gate

Major

Revision of

FIS Exit

IC Refresh

MPC

Campaign

Bagwell

Traffic

Revision

9%

18%

6%

7%

FIS Growth

Added 12 APC

Kiosks = 28

Added 12 APC

Kiosks = 38

Begin Using

MPC

FIS TSA 3

rd

Lane Update

VIP -

63 Employees

VIP -

72 Employees

VIP -

92 Employees

Revised FIS

Exit Queues

PA System

Improvements

CISS Contract Costs

Commitment to Customer Service Requires Growth in Contracted Support Resources

3

Year

Planned

Contract

Budget

Actual Contract Balance (based on actual)

Starting amount

$8,690,168

2015

$1,612,511 $1,526,257 $7,163,911

2016

$1,612,511 $2,174,008 $4,989,903

2017

$1,821,715 $2,666,033 $2,323,870

2018

$1,821,715 $2,592,000

(Forecast)

-$268,130

2019

$1,821,715 $2,951,870

(Forecast)

-$3,220,000

(amendment)

Total

$8,690,168 $11,910,168

FIS Holds

Peaking Airline Activity Results in Reduced Level of Service to SEA Guests

4

673

571

899

1022

1222

24

120

162

204

187

4

7

2

9

19

2014 2015 2016 2017 2018

HIC HFG HOB

20mins

22mins

34mins

25mins

HIC Avg Wait Times

Past and Future

Continuous Improvement an Ongoing Customer Promise

5

Past Lean Team Improvements

• Express Connect Program

• TSA 3rd Lane Upgrade

• Exit Podium/Queue Remodel

• MPC Signage/Enrollment

Passport Control Remodel

• Remove Booths/ Add APC

• Replace LED Screens

• Add GE Kiosks

Structural Improvements

• Replaced Walls at TSA

• Reclaim Room for Passenger

Queuing

• Upgrade PA System

Future Lean Team Improvements

• Customer Service Focus

• Dynamic Signs

• FIDS Displays – Bagwell

• Simplified Wayfinding

• Biometrics Entry/Exit

• Carousel Assignments

• STS Train Outage Plans

Passport Control

• Upgrade CBP to Fiber Connection

• Remove Redundant CBP Screens

• Trial Passenger Queue Models

Signs

• Simplify All FIS Signs

• Remove Replace Old Signs