Template revised April 12, 2018.
COMMISSION
AGENDA MEMORANDUM
Item No.
8d
ACTION ITEM
Date of Meeting
January 22, 2019
DATE: January 14, 2019
TO: Stephen P. Metruck, Executive Director
FROM: Michael Ehl, Director Aviation Operations
Jeff Hoevet, Senior Manager Aviation Operations
SUBJECT: Airport Traveler Mobility Assistance
Amount of this request:
$1,500,000
Total estimated project cost:
$1,500,000
ACTION REQUESTED
Request Commission authorization for the Executive Director to execute contracts in the
amount of $1.5 million over five years for passenger mobility assistance services at Seattle-
Tacoma International Airport.
EXECUTIVE SUMMARY
The purpose of the request is to establish a new airport mobility services contract to help any
passenger in need get to their destination in a timely manner. Although airline tenants are
responsible for transporting passengers needing assistance between their leasehold areas and
aircraft, the Airport traditionally provides wheelchair assistance to help passengers needing
assistance to access the remainder of the campus—especially ground transportation facilities.
Recently, Landside Operations contracted with two vendors for wheelchair services. One
contractor focused on cruise operations and the other focused on other ground transportation
facilities (e.g., Link Light Rail, Baggage Claim, third floor Ground Transportation Plaza, etc.). The
cruise-focused contract expired in October 2018, whereas the other contract expires in
December 2019. To maintain service continuity, strengthen contract requirements, and
improve customer service levels, staff recommend consolidating wheelchair services under a
single open-order contract with sufficient capacity to accommodate growth in service requests
and meet existing demand. The anticipated total contract value is $1.5 million over a five-year
period.
Going forward, the contract will be known as the “airport mobility services contract” instead of
the “wheelchair services contract” because in some cases, customers may require assistance
separate from a wheelchair.
COMMISSION AGENDA – Action Item No. 8d Page 2 of 4
Meeting Date: January 22, 2019
Template revised September 22, 2016; format updates October 19, 2016.
JUSTIFICATION
Due to the expiration of the cruise-related wheelchair contract in 2018 and the imminent
expiration of the general campus-wide wheelchair contract in December 2019, staff
recommend executing a new airport traveler mobility assistance contract with a single-vendor.
The consolidated contract provides an opportunity to improve customer service and add new
response requirements for the successful vendor.
The provision of mobility assistance services is consistent with the Airport’s goal of being as
accessible as possible and consistent with the Century Agenda goal of meeting the region’s air
transportation needs for the next 25 years.
DETAILS
Scope of Work
Generally, the successful vendor shall provide the necessary equipment and personnel to move
guests and their luggage from the Main Terminal to various points of the Airport campus
including, but not limited to the:
Northeast Cruise Lot
Main Garage
Link Light Rail Station
Main Terminal Transit Zones
Rental Car Bus Zone
The new contract will include customer-oriented provisions including:
Port-approved customer service training requirements
Formalized procedures to collect and communicate customer feedback to the Port of
Seattle
Firm timelines for the vendor to address comments, feedback and customer service
issues
Quality assurance provisions related to specific requests (i.e., maximum response times
for all requests)
Diversity in Contracting
Prior to solicitation of services, the appropriate staff will engage the Diversity in Contracting
Department for assistance in identifying potential Woman and Minority Business Enterprise
(WMBE) vendors to help inform them of this potential procurement. This effort, through
PortGen activities, is consistent with Resolution 3737 to increase WMBE participation in Port’s
contracting efforts.
COMMISSION AGENDA – Action Item No. 8d Page 3 of 4
Meeting Date: January 22, 2019
Template revised September 22, 2016; format updates October 19, 2016.
ALTERNATIVES AND IMPLICATIONS CONSIDERED
Alternative 1 – Do Nothing – The Port would not pursue a new consolidated airport traveler
mobility assistance services contract and forego the provision of assistance service for guests
with disabilities. The current contract would expire in December 2019 without replacement.
Cost Implications: $0. No additional costs are related to the pursuit of this option.
Pros:
(1) No additional action is required by Port staff and expenses related to mobility services
would be used for other Airport priorities.
Cons:
(1) Ceasing mobility assistance service means Sea-Tac is less accessible to the traveling
public resulting in more complaints and fundamental degradation in customer service
levels.
(2) Staff are concerned about legal risk related to ceasing mobility services at the Airport.
This is not the recommended alternative.
Alternative 2 – Request for Proposal (RFP) – The Port would pursue a new RFP for mobility
assistance services at Sea-Tac Airport and terminate the existing vendor’s contract with notice
per contract provisions prior to the start of cruise operations in May 2019.
Cost Implications: New contract value is $1,500,000 with a 5-year term
Pros:
(1) Provides a means of enhancing customer service and expanding assistance offerings in
the following ways:
o Improved customer service training requirements
o Single-vendor results in more efficient communication with Port representatives
o Timeliness provisions for feedback and addressing customer service issues
o Enforceable and quantifiable quality assurance provisions to ensure
responsiveness
Cons:
(1) Increased customer service requirements may result in higher rates
This is the recommended alternative.
FINANCIAL IMPLICATIONS
Annual Budget Status and Source of Funds
Expenses related to the provision of mobility assistance services will be included in the Landside
department’s annual operating budget. The 2019 budget included $300,000 for this service.
The funding source would be the Airport Development Fund.
COMMISSION AGENDA – Action Item No. 8d Page 4 of 4
Meeting Date: January 22, 2019
Template revised September 22, 2016; format updates October 19, 2016.
Future Revenues and Expenses (Total cost of ownership)
Expenses related to mobility services will continue to affect the Airport’s net operating income
for both ground transportation and public parking operations.
ATTACHMENTS TO THIS REQUEST
None
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS
None
