Dallas/Fort Worth International Airport

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1 Dallas/Fort Worth International Airport

2 Agenda Opening Remarks Shannon Hamilton, Contract Administrator Business Diversity & Development Overview Bennie Miller, Business Specialist Insurance Requirements Natalie Rossorelli, Risk Coordinator Projects Overview John Han, Consumer Insights Research Manager Procurement Overview Shannon Hamilton, Contract Administrator Closing Remarks Shannon Hamilton, Contract Administrator Q & A Networking 2

3 3 Bennie Miller, Jr., Business Specialist Business Diversity and Development

4 Small Business Enterprise (SBE) Program Business size based on the Small Business Administration (SBA) size standards; or Annual business revenues averaged over three years SBE Program Construction Services (under $1M) Professional Services Non-Professional Services No personal new worth statement required Race and Gender Neutral Solicitation Goal: TBD% SBE Goal 4

5 5 Key SBE Program Points

6 Counting SBE Participation In order to count the participation of a certified SBE firm(s), the SBE must have a place of business inside the Airport s Relevant Market Area. Place of Business is defined as an establishment independently and distinctly owned, where business is conducted, goods are made or store or processed or where services are rendered. Not acceptable: P.O. Box or virtual offices and staffing services. SBE Primes can count their self-performance toward meeting the SBE goal, but only for the scope of work and at the percentage level they will self-perform. A DBE-certified firm cannot be counted towards the SBE goal. 6

7 Counting Supplier Participation Not the same as counting subcontractor participation Supplier Participation Options: Manufacturer If the materials or supplies are obtained from a SBE manufacturer, count one hundred percent (100%) of the cost of the materials or supplies towards the SBE goal. Regular Dealer If the materials or supplies are purchased from a SBE regular dealer, count sixty percent (60%) of the cost of the materials or supplies towards the SBE goal. Broker If the SBE firm is acting as an intermediary between two or more firms for the acquisition of supplies, materials or equipment for a fee, count only the fees and commissions at 100% Manufacturer s Representative If the SBE firm is representing a manufacturer for a fee or commission, count only the fees and commissions at 100% 7

8 SBE Certification Not required to do business with DFW. CERTIFCATION AGENCIES HOWEVER, if claiming SBE credit, must be certified by an approved certification agency at the time of proposal submission in order to be credited. Certification certificates must be included with proposal submission. Certificates must be current and not expired. Commodity codes noted on certificate must be relevant to the proposed services. State of Texas, HUB, MBE, DBE, WBE and out of state certificates are not acceptable. 8

9 Commitment to SBE Participation Form Identify commitment to meeting and/or exceeding the SBE Goal 9

10 Preliminary Schedule of Subcontractors (PSS) Identify all subcontractors, certification status, relevant market area scope of work, percentage and dollar commitment for each. 10

11 Intent to Perform Contract as an SBE Subcontractor Form represents a commitment by the Prime Contractor that if it is awarded the contract, it will enter into a subcontract with the SBE for the work described on the form. Relevant market area and affiliation confirmation. Both Prime and Sub must sign the form 11

12 12 Sample Certificate

13 SBE Evaluation Criteria (20 Points) Affirmative Action Plan. Firm s Affirmative Action Plan an/or diversity and inclusion policy statement; to include goals with respect to hiring staff for the proposed project. Such plan shall include, but not be limited to: goals for women and minorities for management and nonmanagement positions. Description of Commitment. How will you manage expectations and commitment to firms identified in your Schedule of Subcontractors? Description of firm s D/S/M/WBE. What has your firm s involvement/utilization on past projects at DFW International Airport and other public sector participation been? (e.g. proposed D/S/M/WBE goal vs actual achievement). Description of Business Development, Technical Assistance, an or Capacity Building Initiatives. Description of firm s commitment to programs, assistance or support to enhance the capacity or facilitate the participation of the D/S/M/WBE firms in the project. Including outreach and a proposed mentoring program. 13

14 Good Faith Effort (GFE) Plan Proposers that are non-certified firms must meet the applicable goals or demonstrate good faith efforts to achieve the goals. A GFE Plan is not a checklist! Proposers are required to meet ALL factors outlined and provide support documentation. Factors should not be considered as a template, checklist or some quantitative formula. Submitting the form without support documentation, as a GFE, will automatically deem the Proposer non-responsive. DFW will evaluate the GFE on quality, quantity, and intensity of the different kinds of efforts that the bidder/proposer has made. 14

15 Common Proposal Submission Errors Failure to respond to all RFP Evaluation Criteria questions. Failure to sign all required documents. Failure to submit required SBE certificates for all identified SBE firms. Failure to submit correct SBE certificates; instead submitted a HUB, WBE or MBE certificate. Failure to submit a current SBE certificate; instead submitted an SBE certificate with expired dates. Failure to propose with SBE firms that have a place of business within the Airports Relevant Market Area. 15

16 Identifying Prospective SBE Partners Pre-Proposal Meeting Pre-Proposal Meeting Sign-In Sheet DFW D/S/M/WBE Online Directory: Minority Chambers Advocacy Organizations Certifications Agencies 16

17 Q & A Contact Us Bennie Miller, Business Diversity Specialist bmiller@dfwairport.com 17

18 18 Natalie Rossorelli, Risk Coordinator Risk Management Department

19 Standard Insurance Coverage Workers Compensation Statutory Limits Employer s Liability - $500,000 Per Accident Commercial General Liability (CGL) Minimum Required Limits $1,000,000 Per Occurrence $2,000,000 Aggregate Business Automobile Liability $500,000 Combined Single Limit All Owned, Hired And Non-owned Vehicles Additional Coverage and Limits Excess/Umbrella Liability - $5,000, AOA - $10,000,

20 Additional Insurance Requirements Additional Insured Endorsement Provision Refers To The Board Of Directors Of The DFW International Airport Board, The Board s Officers, Directors, Agents And Employees, Its Designated And/or Authorized Representatives And The Cities Of Dallas, Texas And Fort Worth, Texas Waiver Of Subrogation Insurers Shall Have No Right Of Recovery Or Subrogation Against The Board Or Other Parties Listed Above Indemnification And Hold Harmless Contractor Covets And Agrees To Fully Indemnify And Hold Harmless The Parties Listed Above A.M. Best Rating Authorized By The Texas State Board Of Insurance Minimum Rating Of A- VII 20

21 Coverage Notification/ Certificate of Insurance Pre-Contract Execution Highlights: Faxed or ed insurance certificates are acceptable. Fax:

22 Contractor Responsibility Should This Contract Require The Use Of Subcontractors, It Will Be The Sole Responsibility Of The General Contractor To Either Require Subcontractors To Provide And Maintain The Insurance Coverage Required Herein Or Provide Said Insurance Coverage For The Subcontractor. The Prime Contractor Assumes All Liability For Those Subcontractors Who Do Not Meet The Insurance Requirements. Access To The Air Operations Area Will Not Be Granted Without Verification Of Insurance Coverage As Required Herein. 22

23 23 John Han, Consumer Insight Research Manager Marketing Department

24 24 Background

25 25 DFW is committed to creating customer satisfaction by meeting or exceeding customers expectations through the delivery of excellent service.

26 Key initiatives in delivering excellent service include: Implementing a comprehensive customer satisfaction measurement plan Identifying customer preferences and needs, and tracking DFW s performance through ongoing surveys Based on customer feedback, provide a high-quality operating environment that is: Clean Working Friendly 26

27 In a typical year, Marketing surveys over 30,000 travelers at DFW. About 45% of the surveys are related to Customer Satisfaction. Other 13% Market Research Projects Int. Pax. Studies 2% Marketing 8% DFW Customer Satisfaction 28% Concessions 14% Parking 18% ACI Customer Satisfaction 17% 27

28 ACI Customer Satisfaction Study: Overview The ACI Airport Service Quality (ASQ) study compares DFW to other airports around the world. Currently, there are 320 participating airports. DFW can also benchmark our scores over time and by terminal. 28

29 ACI Customer Satisfaction Study: Methodology DFW administers 1000 surveys each quarter. Self-completed questionnaires are collected on paper. About 10% of the surveys are conducted with travelers departing on an international flight. Domestic travelers are sampled evenly among the five terminals. 29

30 DFW Customer Satisfaction Study: Overview The ACI customer satisfaction program is the most robust study in the industry. However, the program does not study certain components of the customer experience that are strategically important to DFW. 30

31 DFW Customer Satisfaction Study: Methodology Traveler intercept surveys are collected in the terminals on ipads. Each quarter, DFW samples over 2200 Originating, Connecting and Destination travelers. 31

32 32 Scope Of Project

33 Experienced Interviewers Professional interviewers will add value to DFW s survey projects by: Selecting a representative sample of participants in a non-biased manner Administering research questionnaires that include skip patterns, as well as ranking, scaling and open-ended questions Interpreting traveler comments and probing for accurate and detailed responses 33

34 Experienced Interviewers Accurate interpretation and probing by the interviewer is essential to ensure comments are specific and actionable. Staff not friendly 4:52 pm, D40. The traveler stated that AA staff at D40 was not friendly regarding inquiry involving their connection, specifically about ticketing and luggage. Staff ignored him. Parking was confusing 34 12:23 pm, A22. Passenger parked in Terminal A garage and was confused because the signs indicated that spaces were available on level 3, but cars were parked in the spaces with green lights.

35 Bilingual Interviewers New international flights have increased DFW s capacity to key global regions, such as Asia and the Middle East. As a result, there is a need to better understand the profiles, behaviors and needs of our new international travelers. Bilingual interviewers are an important part of our studies with international travelers, especially when determining English proficiency or key demographic characteristics. Often, specific concessions preferences, such as duty-free, are needed from international travelers. 35

36 Supervision Supervisors play an important role in the success of each project. Managing interviewers, monitoring quotas and ensuring timelines are met Understanding the objective, logic and methodology of each study to provide interviewer support and training as needed Providing analysis, such as sample distribution throughout a project and making any necessary changes to the interviewer schedules 36

37 Supervision Throughout a study, the supervisor should keep DFW staff aware of any concerns in the field and handle all survey related issues. Skip Pattern Issues Parking Ratings (questions asked for travelers who did not park at DFW) Retail Ratings (questions asked for travelers who did not visit retail facilities) Food & Beverage (questions asked for travelers who did not visit food & beverage facilities) Overall Satisfaction* (question not answered) * Surveys with Overall Satisfaction missing do not count towards quota goals. Total # of Issues Surveys Needed Survey Terminal Passenger Type A B C D E Total Domestic Connecting International NA 5 Domestic Destination International Domestic Originating International

38 Supervision From time to time, DFW staff will ask the supervisor to provide qualitative insight on specific questions regarding the data collected. 38

39 Sampling It s critical to develop a process that ensures interviewers are sampling in the proper locations, with the appropriate respondents, and collecting valid and accurate data. Un-biased selection Example of a monthly quota for an ongoing customer satisfaction study: Passenger Type MONTHLY TARGETS Survey Terminal A B C D E Total Terminal DFW Traveler Day of Week Connecting Domestic International Across All Terminals 50 Destination Domestic International Originating Domestic International Grand Total Traffic Type Passenger Type 39

40 Scheduling & Staffing Often, DFW requires multiple studies to be conducted during the same time period. For example, the Parking Benchmark studies, typically conducted every summer, require parallel fielding of 7 separate studies across 3 months. Proper scheduling ensures the success of the Parking studies without disrupting the Customer Satisfaction programs or other ad-hoc surveys. Remote Express Express RAC Terminal Curbside Employee June July August 40

41 Pricing In this RFP, a monthly cost for supervisor services will be included. Pricing for interviewer services will be based on language capabilities. Program Supervisor Monthly Cost: $ Supervisor Costs include all items outlined in the Supervision section of the Scope of Services. Market Research Data Collection Services Language Estimated Annual Hours Hourly Rate Extended Cost Interviewer English 9000 $ $ Interviewer Spanish 200 $ $ Interviewer Mandarin Chinese 200 $ $ Interviewer Japanese 200 $ $ Interviewer Korean 200 $ $ Interviewer Portuguese 200 $ $ Interviewer Arabic 200 $ $ 41

42 42 Shannon Hamilton, Contract Administrator Procurement & Materials Management Department

43 Procurement & Materials Management Department Mission: Provide efficient Centralized Purchasing, Contracting, Materials Management and Print and Mail services in a collaborative manner that maximizes customer satisfaction and minimizes total cost, in accordance with board policies and applicable laws. Procurement Responsibility: Procurement bids, buys and contracts for goods and services needed to support the operations of DFW Airport: Goods (Equipment, Computers, Auto Parts, etc.) General Services (Maintenance, Repairs, Janitorial, etc.) Professional and Consulting Services (Consultants, Physicians, Certified Professionals, etc.) Manage Solicitation Process for Concessions Department Procurement Processes: RFP, RFB, RFBVB PMM Commitment to BDD and DFW Airport SBE Program 43

44 Procurement & Materials Management Department PMM Purchasing and Contracting Guiding Principles: Provide direct contracting support to customer stakeholders and our business partners Maintain integrity throughout the procurement and solicitation processes Provide clear and reasonable solicitation requirements to promote competition Debrief with proposers to improve their opportunity for success on future proposals Request feedback from proposers and key stakeholder on ways to improve future solicitations. Promote and support the use of SBE firms as prime and sub-contractors Promote communication, quality and cost effectiveness from concept to completion 44

45 Procurement and Materials Management Opportunities Visit for a listing of upcoming contracts Register your firm in isupplier under New Supplier Registration to receive automated notifications of DFW Airport contracting opportunities Contracts are also typically advertised in local news papers. 45

46 46 Questions & Answers

47 47

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