1. How Do Your Ground Transportation Services Measure Up San Francisco April 3, 2006 Airport Ground Transportation Association Spring Meeting Presented by Peter Mandle Director

2. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 1 The Past—1956 vs. 2006 Current examples of service standards Possible future procedures Ground Transportation Service Standards

3. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 2 19562006 What is new in airport ground transportation?

4. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 3 What is new in airport ground transportation? 1956 Inconsistent customer service 2006

5. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 4 1956 Inconsistent customer service 2006 Inconsistent customer service What is new in airport ground transportation?

6. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 5 1956 Inconsistent customer service Politicians influence decisions 2006 Inconsistent customer service What is new in airport ground transportation?

7. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 6 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions 2006 Inconsistent customer service Politicians influence decisions

8. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 7 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions Insufficient space 2006 Inconsistent customer service Politicians influence decisions

9. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 8 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions Insufficient space 2006 Inconsistent customer service Politicians influence decisions Insufficient space

10. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 9 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult 2006 Inconsistent customer service Politicians influence decisions Insufficient space

11. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 10 1956 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult 2006 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult What is new in airport ground transportation?

12. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 11 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult Ray Mundy had dark hair 2006 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult

13. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 12 What is new in airport ground transportation? 1956 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult Ray Mundy had dark hair 2006 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult Ray Mundy has silver hair

14. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 13 Customer service standards Applications and enforcement –Open access systems –Exclusive or semi-exclusive contracts Examples of metrics

15. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 14 Applications and Enforcement Open Access Systems Standards typically established by City, County, State Minimal service standards –Drivers: Standards for appearance, grooming/hygiene and behavior –Vehicle safety and appearance standards –Airport standards governing operations on and use of airport roads & curbs Enforcement –By airport staff (good cop/bad cop) –Thru fines ($) or points/suspensions Difficult to promote improved customer service

16. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 15 Application and Enforcement Open Access Taxicab Driver Customer Service –“Miami Nice”, “Jersey Gents” –Included in driver licensing requirements –Successful track record? Random acts of kindness –Award of $50 on random basis (PANYNJ) –Select driver of the year/month Guilt/Peer pressure –Regular meetings to share information –Cooperatives Airport has limited ability to improve service above minimum standards

17. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 16 Application and Enforcement Exclusive Service Contracts Standards established in RFP/Bids Desired (not minimum) service standards incorporated into contact Enforceable through contract provisions –Contractor obligated to fulfill contract –Enforced thru owner, not individual drivers Using contract, Airport has ability to: –Require contractor to provide performance data –Reward good services through financial incentives –Require changes to correct poor service

18. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 17 Example of Service Standards Included in RFP Definition: Customer service is the ability to constantly and consistently exceed the customer's expectations while offering the required safety and security Contractor requirements: Provide customers friendly service with employees committed to customer service and positive customer interaction

19. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 18 Measuring Performance Exclusive Service Contracts Contractor’s performance measured periodically: Monthly information provided by the Contractor; –Monthly mystery shoppings –Quarterly Contractor surveys (approved by Airport) –Results of employee incentive and rewards program –Other programs defined in Contractor’s proposal Regular inspections/surveys by Airport: –Random inspections of the Contractor’s services, facilities and equipment –Customer satisfaction surveys –Comparisons with expected “baseline"

20. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 19 Rewarding Performance Exclusive Service Contracts Performance exceeding expected standards is to be rewarded: Monetary rewards Contract extensions (as allowed) Other benefits/promotions and recognitions Performance below accepted standards must be corrected by contractor

21. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 20 Rewarding Exceptional Performance Performance measures Performance standardsMonetary reward (a) At expectations Above expectations At expectations Above expectations Mystery shopping survey scores Transportation service92%96% 00.50% Drivers92%96% 00.50% Vehicles92%96% 00.50% Number of vehicle trips7090 00.30% Number of passengers served350550 00.25% Percent of fleet in service95%98% 00.25% Safety (#of accidents) 10 00.20% Total potential award-- 02.50% (a) Percent of quarterly minimum annual Percentage of quarterly minimum annual guaranteed of fees paid (Per contract)

22. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 21 Correcting Unsatisfactory Performance Monthly shopping scores below __% require remedial actions/program In case of continued unsatisfactory performance Contractor required to: –Retain 3 rd party customer service consultant (satisfactory to Airport) –Implement recommended improvements (approved in advance by Airport) –Contractor costs for consultant service limited to $____ in any quarter, excluding other surveys/programs defined in their proposal Continued unsatisfactory performance may result in liquidated damages or risk of contract termination

23. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 22 Examples of Customer Service Metrics Original goals: Consistently exceed customer's expectations Offer required safety and security Provide customers with friendly service Assure that employees are committed to customer service and positive customer interaction How can we measure these goals?

24. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 23 Examples of Metrics--Drivers Drives safely Appears professional—uniforms, grooming, hygiene, etc. Positive attitude—friendly, courteous, helpful, kind.. Knowledgeable—familiar with locale Assists with baggage (carries bags?) Offers information/solicitous of needs Other

25. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 24 Examples of Metrics--Vehicles Clean, safe, reliable –Quality (width) of seats/sufficient safety belts/leg room –Working air conditioning –Overall mechanical condition of vehicle –Current and valid license and insurance Adequately sized and clean bag storage area Ease of entering exiting vehicles and rear seats (especially in vans and mini-buses) Other

26. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 25 Examples of Metrics—Service and Information Accurate information readily available on fares, schedules and intermediate stops Number and location of stops Schedule adherence Reservation system—courtesy, multi-language capability? Quality of web site—up to date information, accept reservations? Other

27. AGTA510 Airport Ground Transportation Planning and Operations Seminar San Francisco April 5-6, 2006 26 How Do Your Ground Transportation Services Measure Up San Francisco April 5-6, 2006 Airport Ground Transportation Planning and Operations Seminar Presented by Peter Mandle Director