Airport Custodial Services
Zone 1 through 4,
Waste Removal Services for Airport Dining and
Retail tenants,
and Commission Initiative Implementation
Item No. 10e_supp
Meeting Date: August 8, 2023
1
Action Requested
• Request Commission authorization for the Executive Director to increase the contract value for the
existing service contracts for Custodial Services at Seattle-Tacoma International Airport by
$54,300,000 for a new total cumulative value of $149,300,000.
• This commission authorization will also allow the Executive Director to recompete and execute up to
two (2) five-year custodial service contracts and a separate competitive waste removal service
contract for the Airport Dining and Retail (ADR) tenants and add the Commission Public Health and
Safety initiative at Seattle-Tacoma International Airport.
2
Request 1 - Increase Authorization for Additional Funding
• Request to increase the contract value for the existing service contracts to carry through 2026
Service Contract Pricing Table from 2021
3
Custodial Service Improvement
Background History
• To enhance Customer Experience and Quality
of Service
• To boost competition among contractors
• Labor Harmony and increased W-MBE
participations
• Created Jobs and increased Living Wages
• From 165 Contracted FTE in 2017 to 320
Contracted FTE in 2023
• Skytrax Cleanest Airport North America 2022
Custodial Zone Map
Request 1 - Increase Authorization for Additional Funding
4
Request 2 - Recompete up to two custodial service contracts
• Request for Commission Approval for recompeting up to 2 zone contracts.
• Contract Duration and Schedule
• 2 Year-Base Contracts with Three (3) One (1) Year Optional – Total up to 5 Years
• Performance based Contracts
• Zone 3 Temp Contract ends Dec. 2023
Contract
Timeline
Jul -
Dec 21
2022 2023 2024 2025
Jan-
Jun 26
Jul -
Dec 26
2027 2028
Zone 1 Z1 Z1
Zone 2 Z2 Z2
Zone 3 Z3 Z3
New Z3
Zone 4 Z4 Z4
Zone 5 Z5 Z5
NEW 5-year contract
5
Request 2 - Recompete up to two custodial service contracts
How Quality Assurance (QA)
metrics work
• Emergent call via Maximo
o Measure response time and completion
o Escalation notifications
o Optiqo and Elerts (SeeSay) calls captured into
Maximo Data
• Veoci audits by AV-OPS Airport Duty Managers
and AV-Maintenance Facility Service Contract
Mgmt. QA Specialists
o 24hr. resolution escalation notifications
• Incentivized Contracts if Quarterly Veoci scores
>80%
Maximo Compliance:
o Call Volume, Call Compliance by %, Types of Call,
Call Peak Hours, Detail with Work Order Status, and
Performance Comparison by Zone
Veoci Audits:
o Average Scores per Area, Highest and Lowest
Scoring Gate Hold Room and RR per Concourse
6
• Optiqo at each RR entrance
o Time Stamp-last cleaned
o QR code for alerts and feedback
• Elerts (SeeSay)
o Text-A-Tip/QR code on each RR mirror
• Airport Service Quality (ASQ) Scores
conducted by Airports Council International
(ACI)
o Quarterly survey
• Skytrax
o Best Airport N. America 2022 & 2023
o Cleanest N. America Airport 2022 & 2
nd
2023
Request 2 - Recompete up to two custodial service contracts
7
• Request to fund hygiene products for the
public at the airport 2024
• Timeline of Implementation
o Port public facing 2024
o Port locations 3Q-4Q 2023
Request 3 – Funding for Commission Public Health and Safety
Initiative
8
• Need for waste removal service contract from
ADR tenants to the ramp waste collection
sites.
o To reduce level of security risks due to
increased number of airport badge issued on
the ramp level.
o To mitigate waste contaminations, and FOD
collections.
o To increase environmental stewardship,
efficiency, and customer experience.
• Request for the contracting authority only as
the costs will be funded by the tenant
reimbursement.
Request 4 – Contracting Authority ADR Waste Removal Svc.
9
Q & A
Thank You!
10
