7a supp
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 2 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 3 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 4 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 5 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 7 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. 8 Thank you! Questions? 9
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