Customer Service Operational Staff Services
Julie Collins
Director, AV Customer Service
January 28, 2020
Item No. 6h_supp
Meeting Date: January 28, 2020
Customer Service Operational Staff Services
Request:
Authorization to add $2.26 million to the contract with Flight
Services & Systems (FSS), for a total of $5 million, to provide
augmented customer service staffing at Seattle-Tacoma
International Airport through December 2020.
2
Customer Service Operational Staff Services
Background:
• In 2018, the Port entered into a contract with FSS to provide
“seasonal” customer service staffing assistance.
• Contract intent was to cover “hot spots” around the terminal
during the peak travel season.
• Several factors, including steady passenger volumes and TSA
staffing levels, impacted the original contract premise.
3
Customer Service Operational Staff Services
2020 Service Coverage and Long-Term Approach:
• Additional needs have emerged for customer service
assistance, including the pre-book parking program and
construction area impacts (e.g. North Satellite escalators)
• Working with Operations staff to identify ongoing needs for
contracted customer service assistance including: construction
projects/new facilities, future passenger volumes, required skill
levels and alternative staffing models .
4
Customer Service Operational Staff Services
Request:
Authorization to add $2.26 million to the contract with Flight
Services & Systems (FSS) for a total of $5 million, to provide
augmented customer service staffing at Seattle-Tacoma
International Airport through December 2020.
5
