Item No. 6h_supp
Meeting Date: January 28, 2020
Customer Service Operational Staff Services
Julie Collins
Director, AV Customer Service
January 28, 2020

Customer Service Operational Staff Services
Request:
Authorization to add $2.26 million to the contract with Flight
Services & Systems (FSS), for a total of $5 million, to provide
augmented customer service staffing at Seattle-Tacoma
International Airport through December 2020.


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Customer Service Operational Staff Services
Background:
In 2018, the Port entered into a contract with FSS to provide
"seasonal" customer service staffing assistance.
Contract intent was to cover "hot spots" around the terminal
during the peak travel season.
Several factors, including steady passenger volumes and TSA
staffing levels, impacted the original contract premise.
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Customer Service Operational Staff Services
2020 Service Coverage and Long-Term Approach:
Additional needs have emerged for customer service
assistance, including the pre-book parking program and
construction area impacts (e.g. North Satellite escalators)
Working with Operations staff to identify ongoing needs for
contracted customer service assistance including: construction
projects/new facilities, future passenger volumes, required skill
levels and alternative staffing models .
4

Customer Service Operational Staff Services
Request:
Authorization to add $2.26 million to the contract with Flight
Services & Systems (FSS) for a total of $5 million, to provide
augmented customer service staffing at Seattle-Tacoma
International Airport through December 2020.


5