Item No. 8c_supp
Meeting Date: November 13, 2018

Centralized International Support
Service Contract Amendment

FIS Growth
2,500,000

9%

18%

2,000,000

1,731,513
1,500,000

0

1,836,818

7%

7%

1,958,755
1,617,888

1,464,411

1,000,000

500,000

6%

IC Refresh

Revised FIS
Exit Queues

Merge
S5&S6 to
Create 12th
WB Gate

Major
Revision of
FIS Exit

FIS TSA 3rd
Lane Update
MPC
Campaign

Begin Using
MPC

Added 12 APC
Kiosks = 28

Added 8 GE
Kiosks = 11
Total

Added 12 APC
Kiosks = 38

Bagwell
Traffic
Revision

PA System
Improvements

VIP Start 57 Employees

VIP 63 Employees

VIP 72 Employees

VIP 92 Employees

2014

2015

2016

2017

2018

Unprecedented Growth Continues
2

CISS Contract Costs
Year

Planned Contract
Budget

Actual

Starting amount

Contract Balance (based on actual)

$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

Commitment to Customer Service Requires Growth in Contracted Support Resources
3

FIS Holds
HIC

HFG

HOB

HIC Avg Wait Times
34mins
25mins
19

22mins
9

20mins
2

187

204

162

4
24

7
120

1222
899

673

2014

1022

571

2015

2016

2017

2018

Peaking Airline Activity Results in Reduced Level of Service to SEA Guests
4

Past and Future
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

Continuous Improvement an Ongoing Customer Promise
5