Template revised January 10, 2019.
COMMISSION
AGENDA MEMORANDUM
Item No.
6h
ACTION ITEM
Date of Meeting
January 28, 2020
DATE: January 21, 2019
TO: Stephen P. Metruck, Executive Director
FROM: Julie Collins, Director, AV Customer Experience & Brand Strategy
Laurel Dunphy, Director, AV Operations
SUBJECT: Customer Service Operational Staffing Services
Amount of this request:
$2,260,000
Total estimated contract cost:
$5,000,000
ACTION REQUESTED
Request commission authorization for the Executive Director to execute an amendment to
provide an additional $2,260,000 in capacity to fund the customer service staffing contract with
Flight Systems Services (FSS) though December 2020.
EXECUTIVE SUMMARY
The tremendous passenger growth at Seattle-Tacoma International Airport (SEA) (39 percent in
the past five years), coupled with constrained facilities, construction, and evolving transportation
options have contributed to a challenging customer experience at SEA.
On May 22, 2018, the Port Commission approved a one-year contract with two, one-year options
for $2.74 million to provide seasonal customer service assistance at various “hot spots”
throughout the airport. Given challenges with Transportation Security Administration (TSA)
staffing levels at the security checkpoints and safety concerns at the rideshare lot in the parking
garage, these funds were expended at a higher pace than originally anticipated. Additionally, the
originally anticipated “slow periods” for passenger travel did not occur so there were no breaks
in service with augmented staff assistance at the security checkpoints.
Finally, over the past six months, additional needs for augmented customer service have
emerged related to guiding customers through the launch of the Pre-Book Parking program and
ensuring customer safety navigating the reduced escalator capacity during construction in the
North Satellite. At the current rate of spending, funds for this contract will be depleted by April
2020. This contract amendment will provide the funding needed for year-round services at SEA.
COMMISSION AGENDA – Action Item No. 6h Page 2 of 3
Meeting Date: January 28, 2020
Template revised June 27, 2019 (Diversity in Contracting).
JUSTIFICATION
The current staffing model, which envisioned augmented customer service staff assistance only
during limited “busy periods” has proven to be insufficient. Additionally, the areas where
assistance with various operational-related functions at the airport (e.g. navigating the rideshare
lot, utilizing the new pre-book parking reservation system, providing backfill staff support to TSA)
is increasing and over longer periods of the day. In order to maintain adequate customer service
assistance in the near-term, it is important to continue the ability to utilize the FSS contract. For
the long-term, Airport staff is developing a comprehensive strategy to address the different types
of customer service needs throughout the terminal including targeted higher-skills staffing at
certain operational chokepoints, consistently staffed information kiosks and an increased cohort
of airport volunteers.
Diversity in Contracting
Although this contract was executed prior to the current Diversity on Contracting guidelines, Port
staff will coordinate with the Diversity in Contracting Department to identify, if applicable,
appropriate WMBE aspirational goals.
DETAILS
Estimated types of Assistance (funding through the remainder of the contract – April 2020 –
December 2020)*:
• Security Checkpoint Queue Management: $1.51 million
• Rideshare Lot Assistance: $460,000
• Pre-Book Parking Program Assistance: $ 170,000
• Construction Impact Assistance: $ 120,000
Funds to cover these expenses have been included in the respective department budgets for
2020.
*- The individual amounts are estimates only and staff may change the amount allocated in the
above line items.
Alternative 1 – Utilize remaining funds in the contract through March 2020 and discontinue
augmented customer service staff assistance.
Cost Implications: Utilize the remaining funds in the FSS customer service staff contract (through
April 2020) and forgo additional staff assistance for customers in key congestion and safety areas
throughout the airport.
Pros: Cost savings of $2.26 million
COMMISSION AGENDA – Action Item No. 6h Page 3 of 3
Meeting Date: January 28, 2020
Template revised June 27, 2019 (Diversity in Contracting).
Cons:
(1) Customer Service levels continue to deteriorate, and safety risks are increased in
key areas (e.g. security checkpoint queues, ride share lots)
This is not the recommended alternative.
Alternative 2 – Amend contract to add $2,260,000 through December 2020.
Cost Implications: Cost Implications: Fund the FSS customer service staff contract only through
December 2020 at a total of $2,260,000.
Pros:
(1) Ensures augmented staffing customer staffing services are available through the end
of 2020.
(2) Provides the time needed in 2020 to comprehensively reassess the need for
augmented customer service staffing across the airport and to procure a new
contract at a funding level and time period that better meets the long-term needs to
assist customers at SEA.
Cons:
(1) Potential gaps in customer service augmented staff coverage if this contract lapses
prior to establishing a long-term customer service operational staff strategy or prior
to securing additional funds for the third-year option.
This is the recommended alternative.
Financial Summary:
Commission Request for Additional FSS Contract Authority
$2.74 Million
$2.26 Million
$ 5 Million
ATTACHMENTS TO THIS REQUEST
None
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS
May 22, 2018 - The Commission authorized $2.74 million for Customer Service Staffing at
Seattle-Tacoma International Airport