Item No. 7a_supp 
Meeting Date: Oct. 11, 2016 
Security Queue Wait Times

Timeline of Changes 
April: Hired contractor to augment understaffed TSA for peak
summer period 
May: Lean event to generate improvement ideas 
May-June: Added signage, modified queue stanchion layouts
to help customers 
Today is an update on progress 
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Contractor's Role 
TSA Screening 
Divesting  Assist passengers in preparation for screening 
Revesting  Assist passengers with recomposing after screening 
Queue management 
Front of queue 
In line for pre-divesting preparation 
Ticket Document Check (TDC) podium line management 
Passenger diverting  load balancing between checkpoints 
5 DOs = 2 new lanes opened up by TSA 
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Screening Lanes 
Average # of lanes open 
25 
Pre                  Post 
~14 lanes                  ~17 lanes 
HSS                HSS 
20 

15 

10 

0 
10-Apr-16      24-Apr-16      8-May-16      22-May-16      5-Jun-16       19-Jun-16       3-Jul-16       17-Jul-16 

Primarily due to contracted Divestment Officers 
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Note: Wait times based on hourly observations by Port Staff. They are best estimates

Passenger Enplanements vs Wait Times 
60   Pre                         Post                                80,000
~16 minutes              ~14 minutes 
Average passenger wait time      HSS                   HSS 
60,000
40

40,000

20                                                                        Daily enplanements 
20,000


0                                                                    0
10-Apr-16      24-Apr-16      8-May-16      22-May-16       5-Jun-16       19-Jun-16       3-Jul-16       17-Jul-16 
Passenger enplanements 
Without contractors, average wait could have been ~18 min 
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Note: Wait times based on hourly observations by Port Staff. They are best estimates

TSA Screening Staff in 2017 
There is clear operational benefit for increasing staffing and hence
passenger screening lanes 
TSA only able to man ~22 (14-16 general and 6-8 precheck) out of
31 lanes currently without contractor support 
2017 TSA staffing plan 
83 new FTEs, 10 K9s 
Port assumption is that TSA will be able to support peak hour traffic next year 
Augmenting staff with private contractors not part of 2017 Port
budget 
Will revisit after TSA staffing announced in October 
6

Post Labor Day Plan 
TSA remains understaffed, Port to retain contract for DO position
until end of year 
Queue management function will return to Port Pathfinders to
maintain customer service 
Overall reduction of contract employees from ~120 to ~50 


Do not plan on employing contract services in 2017 as of now 
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Reducing Contracted Services Has
Customer Experience Risks 
Several positions being performed today by contractor will be
eliminated or reduced in scope: 
Revesting (help customers recompose after screening) 
TDC (direct customers to podiums) 
Front of queue line 
Diverters (help load balance between check points) 
Port Pathfinders will resume 
Front of line queue management 
Diverting passengers  load balancing between checkpoints 
Pathfinders are no longer able to assist passengers in ticketing, bag claim and in concourse areas. 
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Thank you! 
Questions? 
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