8g. Presentation - SeaTac Consolidated Contact Center Services
Item No. _8g_supp Meeting Date November 16, 2021 Consolidated Contact Center Services Request for Proposal Authorization Julie Collins, Director, AV Customer Experience & Brand Strategy Stephanie Nelson, Mgr, Airport Parking Revenue, AV Commercial Management Current Issues Impacting Customer Service at SEA Exponential passenger growth over past five years Addition of new technologies used for customer communications (e.g., social media platforms, SMS text messaging, online/ecommerce website) Added complexities of travel since COVID Customer expectation for 24/7/365 customer service assistance 2 Current Issues Impacting Customer Service at SEA Multiple departments currently provide customer service for various SEA communications channels with differing systems, staffing and hours of operation AV Customer Service staff manages customer service for SEA Airport website, voice calls, emails, social media and SMS texts during customary business hours (M-F, 8am-5pm) with limited coverage after-hours AV Commercial Management staff manages customer service for SEA Airport e-commerce/pre-booking website, voice calls, emails on 24/7/365 basis (w assistance of third-party contact center) 3 Consolidated Contact Center Services Consolidate customer service activities across the Airport's high-volume publicfacing communications channels currently managed by various airport departments and augment internal staffing to meet customer expectations for 24/7/365 customer service response at SEA Main SEA Airport Channels Available Mon Fri 8am 5pm Phone: (206) 787-5388* or (800) 544-1965 SMS Text: (206) 787-5388* or (800) 544-1965 Social media platforms: Facebook, Twitter, and Instagram Email: SEAcustomercare@portseattle.org Feedback Form: www.portseattle.org/feedback SEA Airport E-commerce Channels Available 24/7/365 Phone: (206) 787-4888 Email: parkingbookings@portseattle.org Feedback Form: Contact Us Online Widget 4 CCCS Project Scope Solve emergent issue/maintain existing customer service coverage for SEA E-commerce channels Develop strategic plan to consolidate efforts of departments responsible for customer service Develop implementation plan to unify communications systems, processes and content to present a cohesive voice consistent with SEA Airport brand Expand role of contact center staffing to provide 24/7/365 customer service response across all SEA communications channels (supplement POS staff) 5 CCCS Project Roadmap 1. Conceptual Planning Complete 2. RFP Authorization Obtain Commission Authorization (Nov 16, 2021) 3. Contract Award Target May 2022 Solve emergent needs to maintain existing level of customer 4. Transition AVCM Service service (AVCM/SEA e-commerce); Target June 2022 Develop strategic plan to consolidate customer service 5. CCCS Strategic Planning activities across airport departments (AVCM/AVCS); Target June-Sept 2022 6. AVCS Funding 2023 Budget process, AVCS funding request; Target Jun-Dec 2022 Expand service coverage to SEA Main channels (AVCS); 7. CCCS Implementation Target Jan 2023 6 Project Costs Item Cost Contact Center Vendor Services $1,250,000 Year 1: 2022 $166,000 Year 2: 2023 $191,000 Year 3: 2024 $240,000 Year 4: 2025 $300,000 Year 5: 2026 $355,000 Implementation Services $250,000 TOTAL $1,500,000 7 SEA Vision: Unified Communications Center Procurement supports a long-term Airport vision to consolidate internal- and public-facing communications across all departments and transition to a centralized, airport-wide communications center found at most large-hub airports Three-phase implementation process Phase 1: Consolidated Contact Center Services RFP (in progress, 2021 2023) Phase 2: Consultant Feasibility Study (2022) Phase 3: Operationalizing Feasibility Study Findings to include Internal and External communication (2023 - 2025) 8 Questions? 9
Limitations of Translatable Documents
PDF files are created with text and images are placed at an exact position on a page of a fixed size.
Web pages are fluid in nature, and the exact positioning of PDF text creates presentation problems.
PDFs that are full page graphics, or scanned pages are generally unable to be made accessible, In these cases, viewing whatever plain text could be extracted is the only alternative.