How Do Your Ground Transportation Services Measure Up

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

2. Ground Transportation Service Standards • The Past—1956 vs. 2006 • Current examples of service standards • Possible future procedures

3. 1956 2006 What is new in airport ground transportation?

4. 1956 Inconsistent customer service 2006 What is new in airport ground transportation?

5. 1956 Inconsistent customer service 2006 Inconsistent customer service What is new in airport ground transportation?

6. 1956 Inconsistent customer service Politicians influence decisions 2006 Inconsistent customer service What is new in airport ground transportation?

7. 1956 Inconsistent customer service Politicians influence decisions 2006 Inconsistent customer service Politicians influence decisions What is new in airport ground transportation?

8. 1956 Inconsistent customer service Politicians influence decisions Insufficient space 2006 Inconsistent customer service Politicians influence decisions What is new in airport ground transportation?

9. 1956 Inconsistent customer service Politicians influence decisions Insufficient space 2006 Inconsistent customer service Politicians influence decisions Insufficient space What is new in airport ground transportation?

10. 1956 Inconsistent customer service Politicians influence decisions Insufficient space Controlling illegal solicitation difficult 2006 Inconsistent customer service Politicians influence decisions Insufficient space What is new in airport ground transportation?

11. 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. 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 What is new in airport ground transportation?

13. 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 What is new in airport ground transportation?

14. Customer service standards • Applications and enforcement • Open access systems • Exclusive or semi-exclusive contracts • Examples of metrics

15. Applications and EnforcementOpen 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. Application and EnforcementOpen 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. Application and EnforcementExclusive 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. Example of ServiceStandards 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. Measuring PerformanceExclusive 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. Rewarding PerformanceExclusive 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. Rewarding Exceptional Performance

22. Correcting Unsatisfactory Performance • Monthly shopping scores below __% require remedial actions/program • In case of continued unsatisfactory performance Contractor required to: • Retain 3rd 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. 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. 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. 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. 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. Airport Ground Transportation Planning and Operations Seminar How Do Your Ground Transportation Services Measure Up San Francisco April 5-6, 2006 Presented by Peter Mandle Director