how do your ground transportation services measure up

How Do Your Ground Transportation Services Measure

Up

San FranciscoSan FranciscoApril 3, 2006April 3, 2006

Airport Ground Transportation Association Spring Meeting

Airport Ground Transportation Association Spring Meeting

Presented by

Peter Mandle Director

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Airport Ground Transportation Planning and Operations SeminarSan Francisco April 5-6, 20062

The Past—1956 vs. 2006

Current examples of service standards

Possible future procedures

Ground Transportation Service Standards

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1956 2006

What is new in airport ground transportation?

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1956

Inconsistent customer service

2006

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1956


2006



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1956


Politicians influence decisions

2006



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1956



2006



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1956



Insufficient space

2006



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1956



Insufficient space

2006



Insufficient space

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1956



Insufficient space

Controlling illegal solicitation difficult

2006



Insufficient space

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1956



Insufficient space


2006



Insufficient space



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1956



Insufficient space Controlling illegal

solicitation difficult

Ray Mundy had dark hair

2006





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1956





Ray Mundy had dark hair

2006





Ray Mundy has silver hair

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Customer service standards

Applications and enforcement– Open access systems

– Exclusive or semi-exclusive contracts

Examples of metrics

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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

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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

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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

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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

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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"

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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

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Rewarding Exceptional Performance

Performance measures

Performance standards Monetary reward (a)

At expectationsAbove

expectationsAt expectations

Above

expectations

Mystery shopping survey scores

Transportation service 92% 96% 0 0.50%

Drivers 92% 96% 0 0.50%

Vehicles 92% 96% 0 0.50%

Number of vehicle trips 70 90 0 0.30%

Number of passengers served 350 550 0 0.25%

Percent of fleet in service 95% 98% 0 0.25%

Safety (#of accidents) 1 0 0 0.20%

Total potential award -- -- 0 2.50%

(a) Percent of quarterly minimum annual Percentage of quarterly minimum annual guaranteed of fees paid (Per contract)

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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

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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?

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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

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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

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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

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How Do Your Ground Transportation Services Measure

Up

San FranciscoSan FranciscoApril 5-6, 2006April 5-6, 2006

Airport Ground Transportation Planning and Operations Seminar

Airport Ground Transportation Planning and Operations Seminar

Presented by

Peter Mandle Director

how do your ground transportation services measure up

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