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

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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)

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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)

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Questions?


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