greater orlando aviation authority board meeting set timeline for application decisions at < 120...

Greater Orlando Aviation AuthorityBoard Meeting

Wednesday, February 21, 2018

Derived from: Multiple Sources; Declassify on: 25x1-human; Date of Source: 20091007

UNCLASSIFIED

UNCLASSIFIED

TRANSPORTATION SECURITY ADMINISTRATION

Screening Partnership Program (SPP)

Jerry G. Henderson, Federal Security DirectorCarolyn Dorgham, Division Director

SPP Overview

Statutory Requirements

Aviation and Transportation Security Act (PL 107-71) (ATSA)

o Allows airport operators to “opt out” of federal security screening and have security screening conducted by the workforce of a qualified contractor.

o Set requirements that private screener performance and compensation be greater than or greater to their federal counterparts, including training and recertification.

FAA Modernization and Reform Act of 2012 (PL 112-95)

o Set timeline for application decisions at < 120 days.

o Set criteria to use for deciding applications.

Approval shall not compromise security or detrimentally affect the cost efficiency or effectiveness of screening at the airport.

The 2015 appropriations explanatory statement “expects” TSA to manage towards a 12 month timeline for awarding contracts for each new airport.

2

Program Implementation

Interested airports must submit an application to their local FSD. The SPP Application can be found at http://www.tsa.gov/for-industry/screening-partnerships.

TSA’s scope of authority remains the same regardless of airport designation as SPP or non SPP.

TSA has 12 months to award a contract to a qualified screening vendor, starting at the receipt of airport application.

o TSA solicits for security screening services under the IDIQ.

o TSA adheres to all Federal Acquisition Regulations throughout the procurement process.

TSA caps the SPP contract cost at agency cost. This means that all airport contracts are awarded below the TSA cost of security screening at that airport.

TSA requires contractors to meet the minimum compensation level for each TSA screening labor category.

3

http://www.tsa.gov/for-industry/screening-partnerships

After contract award, TSA initiates a transition phase that may take anywhere between 4-6 months based on airport size.

o Start the Involuntary Workforce Reduction (IWR).

o Per TSA policy, TSOs are provided a relocation package and paid leave to transfer to another TSA screened airport.

At the end of the transition period, the screening vendor assumes control over the screening functionality.

Security standards and requirements, as well as screening procedures, are the same at all commercial airports, including those with privatized screening.

o This includes pat downs and Advanced Imaging Technology.


4


Contract security screener candidates receive the same security background and medical checks as prospective TSA security screeners.

Contract screeners must attend all TSA/FSD directed training to include training administrated at FLETC.

5

TSA Oversight

The TSA Federal Security Director remains responsible for all airport security operations, incident management, and stakeholder relations.

The FSD manages the screening contractor at the airport level and retains oversight over other TSA assets not related to the contract (e.g. Compliance Inspectors, Explosives Specialists, Transportation Security Managers, Passenger Screening Canine (PSC) handlers, Coordination Center assets, etc.).

SPP contracts are performance based, meaning TSA monitors contractor performance not contractor staffing levels.

Contractors manage their personnel and are responsible for executing to meet the screening mission.

o FSD/staff do not direct contractor personnel.

o Day-to-day operational scheduling is a contractor responsibility.

6

Performance

Performance measures to include covert testing show that performance for federal and privatized security screening is comparable.

There is no correlation between performance and an airport’s designation as either federalized or SPP.

TSA only uses a subset of performance metrics to evaluate vendor performance.

o TSA does not analyze contractor Human Resource data (e.g., attrition rate, absenteeism, and morale) for SPP airports.

o TSA selects contract performance metrics that are reasonably within the contractors control.

7

Back Up Slides

8

Receipt and Approval of Application120 calendar days

4 months~1 year

Pre-Award Phase Transition PhaseDay 1 Day 120

Contract Award CTR Begins Screening

9

Application Submission

Application Approval

• Receive application from FSD• Collect and review relevant airport data• Provide recommendation to ADM via official memorandum• Notify airport of application decision

• Reprogram Funds from Federal PPA

• Prepare decision memorandum to ADM

• Prepare congressional notification letters

• Brief Assistant Administrators (OSO, OCP, OFA, OCC, and OAPM)

• TSA Administrator signs memo

• Initiate Congressional notifications

• Contract Award

• Receive Proposals• Conduct Source Selection Kick-off meeting • Convene source selection teams • Conduct technical, cost, and past performance evaluations• Develop technical, cost, and past performance evaluation

(individual and consensus) reports• Set competitive range• Enter into discussions with vendors• Receive final vendor proposals• Finalizes all reports• Conduct trade-off analysis• Final Brief Source Selection Authority (SSA)• SSA completes evaluation recommendation

• Release Solicitation to IDIQ holders

• Initiate amendments (if necessary)

• Address solicitation questions

• Extend solicitation if necessary)

• Proposals due to OCP

• Communicate with onsite stakeholders

• Collect airport requirements• Develop TSA Cost Estimate (TCE)• Develop/submit Full PR package• Draft and finalize Request for

Proposal (RFP)• Assemble and prepare solicitation

review board• Issue Pre solicitation notice to

IDIQ holders• Conduct Airport Vendor site visit

12 month 1st day of 5th month

Last Fed workday

• Prepare for transition of operations• TSA hosts Post Award Conference (PAC) within 14 days of award• Establish weekly transition meetings with CTR• CTR submits transition plan and deliverables – on going• TSA provides CTR with impacted workforce list• Coordinate pre-hire vetting (screening and non screening

personnel) • Prepare for GFE , SOP, local guidance, OLC transfer, PIV/SIDA

badges• CTR begins screening operations - transition day

PAC

Source Selection

Transition to private screening

Solicitation issued

• FSD begins workforce communications

• Select airport Technical Monitor (TM), TM begins certification training

• TM deploys to other SPP airports/shadows other TMs

• Review/finalize airport requirements with FSD • FSD notifies Federal employees of contract award

• BMO begins IWR process, RD receives letters and provides to FSD for issuance

• FSD distributes employees letters (includes options and transfer data)• Employees select option(s)• OSO BMO/RD reviews selections, finalizes transfer choices• TSA establishes teleconferences for workforce• TSA prepares separation paperwork • Execute release paperwork• Federal workforce departs

1-2 months prior to award

• FSD continues workforce communications

• TM requests COR certification

• Assess airport requirements to identify changes

• Obtain listing of impacted screening workforce


• TM completes certification training • Assess airport requirements to

identify changes


Upon receipt of

application



• Review airport requirements with FSD

• FSD apprises airport of procurement deadlines

• CTR hosts Town hall for recruiting incumbent screeners• CTR assesses and extends offers to incumbent screening

workforce• CTR recruits, assesses new hires, submits candidates for

pre-hire vetting – ongoing• CTR receives notifications from PerSec – ongoing • CTR begins NHTP for onboarding screeners - ongoing• CTR begins and complete OJT requirements – ongoing • Transferring Federal incumbents on onboard – transition

day

Transition Preparation

Private Workforce Assessment, Onboarding, & Training

Federal Workforce IWR Process

Pre-Solicitation

~55 business days ~80 business days

Source Selection Issue Solicitation

~32 business days

Notifications~30 business

days

Transition of TSA Screening Operations

4 -6 months

SPP Transition Dashboard

9

Participating & Pending Airports

San Francisco InternationalSFO

Jackson HoleJAC

Joe Foss FieldFSD

Greater RochesterInternational

ROC

Tupelo RegionalTUP

Kansas City InternationalMCI

Key West International EYW

Charles M. Schulz-Sonoma County

STS

Roswell International ROW

Havre City-CountyHVR

ACTIVE AIRPORTS

BY CATEGORY

Category X (1)

Category I (1)

Category II (9)

Category III (3)

Category IV (8)

Total (22)

Dawson CommunityGDV

Sidney–Richland MunicipalSDY

L. M. ClaytonOLF

Wokal Field / Glasgow International

GGW

YellowstoneWYS

Orlando SanfordSFB

Glacier Park InternationalGPI

Bozeman Yellowstone InternationalBZN

Sarasota-BradentonSRQ

Current Airports (22)

Portsmouth International

PSM

Punta Gorda Airport PGD

Atlantic City International ACY

10

Authorize Preparation of an Application to

Department of Homeland Security, TSA for

Screening Partnership Program


Background – September 2001

In the aftermath of 9/11, Congress enacted the Aviation and Transportation Security Act (Act), which created the Transportation Security Administration (TSA)

The Act transferred screening responsibility from private companies to TSA. The Act included a pilot program which allowed five airports (including San Francisco International, a Category X airport) to use private security screening companies under contract with TSA.

The pilot program was extended and in 2012, Congress enacted the FAA Modernization and Reform Act of 2012, which provided further guidelines for the Screening Partnership Program (SPP)


SPP Implementation

TSA ROLE

TSA Administrator must act on airport application in 120 days Approval shall not compromise security or detrimentally affect the cost efficiency or

effectiveness of screening at the airport. TSA has 12 months to award a contract to a qualified screening vendor TSA solicits for security screening services from 15 approved private security

contractors TSA caps the SPP contract cost at the TSA cost of screening at the airport. All airport SPP contracts are awarded below the TSA cost of security screening at

that airport. TSA requires contractors to meet the minimum compensation level for each TSA

screening labor category.


SPP Implementation

TSA ROLE

After contract award, TSA initiates a 6-month transition phase. Transfer/transition of Federal workforce

• Relocation• Right of first refusal

At the end of the transition period, the screening contractor assumes responsibility

*TSA insures security standards and requirements, as well as screeningprocedures, are the same at all commercial airports, including those withSPP screening.


SPP Implementation

Airport Role

Submit application recommending a contractor


What Submission of an SPP Application Does

It Does Not:

Decrease the level of security at MCO

Award a contract to a low bidder

Reduce the compensation to security screeners or eliminate all jobs(FAR 52.207-3 Right of First Refusal of Employment)

Replace TSA

Add cost to airport, contract paid by TSA

It Does:

Request to be considered for SPP


TSA Right of First Refusal of Employment

Federal Acquisition Regulation

52.207-3 Right of First Refusal of Employment

(a) The Contractor shall give Government personnel who have been or will be adversely affected or separated as a result of this contract the right of first refusal for employment openings under contract in positions for which they qualified,…


Board Action – April 15, 2015

The Aviation Authority Board accepted the recommendations of the Board appointed Ad Hoc TSA Services Committee to:1. set performance standards for TSA screening wait times ranging from 3 minutes to

15 minutes2. continue a collaborative process with TSA so long as a substantial number of targets

are satisfied and customer service surveys meet or exceed the customer service goal of 85% for satisfied and very satisfied

If the goals are not met, the Board will re-evaluate application for SPP Aviation Authority Board updated on October 21, 2015, May 18, 2016 and

June 15, 2016


PERFORMANCE STANDARDS

February 19, 2018 Monday 6:33pm EST

42 – 46 minutes 21 – 25 minutes


Peak Seasons

End of February through the middle of April (Spring Break, Easter season)

Weekend before Thanksgiving week through themed-week following Thanksgiving.

Mid-December through the second week of January


Peak Season Standards

Standard Lane Expedited Lane

Average Wait Time 10 minutes 5 minutes

Maximum Wait Time 15 minutes 8 minutes


Off-Peak Season Standards

Standard Lane Expedited Lane

Average Wait Time 6 minutes 3 minutes

Maximum Wait Time 9 minutes 5 minutes


SCREENING WAIT TIMES


MEASURING WAIT TIME

Objective

• Wait times to be measured from the time a traveler walks up to any queue line through when the same traveler exits the screening equipment

Methods

• TSA at the top of each hour tracks a passenger from the end of the queue line, timing stops when they arrive at the divesting tables or the walk through metal detector

TSA reviews and validates historical wait times through the use of CCTV cameras

• The Aviation Authority measures real-time wait times by using an independent system combining CCTV and Bluetooth to WiFi technology for calculating accurate wait times

Data is regularly validated by SITA


Screening Times

Average security screening wait times for the West Checkpoint exceeds 15 minutes with peak times on some days reaching over 1 hour

East Checkpoint exceeds 10 minutes with peak times on some days reaching over 50 minutes.


Screening TimesEast Peak

West Peak

East Avg

West Avg

1:30 min

1:20 min

15 min

JAN 2017 JUL 9, 2017 FEB 2018NOV 3, 2017


Impacts on Passenger Wait Times

TSA reduced the number of screening lanes in 2015• East from 16 to 14• West from 14 to 12

Passenger traffic is growing at 6.4% year over year

New TSA screening measures have reduced passenger throughput per lane by 20%

Scheduling adequate staff to meet passengers loads


Future Conditions

Passenger Traffic Forecast• 46 million annual passengers expected by August 2018

Checkpoint Modifications• Planning and negotiations underway to expand West Checkpoint

Technology Changes• TSA considering smaller screening equipment

Changing Screening Protocols• ????????


CUSTOMER SATISFACTION


Data Collection and Analysis

The Aviation Authority utilizes a diverse cross-section of sources to measure and affect customer satisfaction• JD Powers

Globally recognized organization for measuring customer satisfaction

• Phoenix Marketing International Communications & Brand, Customer Experience, and Innovation & Analytics

• International Cultural Consultant – ICCM and IOS Partners Coalition of:

• IOS Partners, strategic development in aviation• Cross Roads Global, globalization of public and private organizations• Florida International University’s Chaplin School of Hospitality & Tourism Management• Decision Services International, LLC., aviation, cultural awareness and training• Customer Service Experts (SCE), customer service related to airports


Customer Satisfaction

Overall Customer satisfaction reached a peak of 84% in November 2016 andhave steadily declined to 70% in July 2017.

* According to Phoenix Marketing International, an independent survey firm.

Standard set by Aviation Authority Board April 15, 2015Customer service goal of 85% for satisfied and very satisfied


Key Drivers of Satisfaction with Overall Security

Experience

July 2017

Q4. Based on your experience at the Orlando International Airport today, please rate the following items.

“Time to screen you and your carry-on items” and "Courtesy of the Transportation Security Officers" have the largest impact on satisfaction with the overall security check point experience at Orlando International Airport.

Time it took to screen you and your carry-on items, 34%

Courtesy of the Transportation Security Officers, 21%

Ability of security check process to make you feel secure, 17%

Way security procedures were explained at checkpoint, 15%

Attentiveness of TSA Officers regarding their duties, 14%

Satisfaction with various parts of the security check point experience (independent variables) “drive” performance on Overall Security Experience (dependent variable). Regression analysis quantifies the impact of each independent

variable on the dependent variable.


Top 2 Box Satisfaction with Security: Past 20-Month Trend

MonthDec '15

Jan '16

Feb '16

Mar '16

Apr '16

May '16

Jun '16

Jul '16

Aug '16

Sep '16

Oct '16

Nov '16

Dec '16

Jan '17

Feb'17

Mar'17

Apr'17

May'17

Jun'17

Jul'17

TOP

2 B

OX

OVERALL EXPERIENCE AT SECURITY 78% 70% 74% 77% 73% 81% 84% 83% 84% 83% 83% 84% 82% 82% 79% 80% 78% 80% 77% 70%

Way security procedures were explained 70% 66% 69% 73% 69% 74% 73% 74% 74% 74% 73% 74% 78% 74% 73% 74% 70% 73% 60% 61%

Time to screen you and your carry-on items 76% 65% 71% 73% 69% 80% 86% 82% 81% 81% 84% 83% 80% 81% 74% 78% 76% 74% 55% 48%

Attentiveness of TSA Officers regarding their duties

80% 78% 80% 81% 79% 82% 84% 84% 84% 82% 83% 87% 85% 84% 82% 84% 81% 84% 83% 82%

Courtesy of Transportation Security Officers 79% 75% 77% 80% 78% 80% 82% 82% 81% 80% 81% 84% 84% 80% 80% 80% 79% 80% 74% 57%

Ability of security check process to make you feel secure

76% 74% 77% 78% 76% 78% 81% 81% 83% 81% 81% 84% 82% 82% 79% 80% 79% 81% 87% 85%

Stat testing: Highlighting indicates significantly higher or lower values compared to current month

Peak 84% Low 70%


Customer Satisfaction

A separate independent analysis of more than 100,000 comments collectedfrom online forums such as Yelp, Skytrax, Twitter, and Facebook,

indicates a high level of anxiety is experienced by thosecommenting passengers as a result of the uncertainty associatedwith TSA‘s screening and security procedures at OrlandoInternational Airport.

* Prepared by the Aviation Authority’s International Cultural Consultant


Understanding Customer Experience with Social Media

INTERNATIONAL CULTURAL CONSULTANT – ICCM AND IOS PARTNERS


Analysis Method

Data analyses on overall star rating, sentiment, andemotions were conducted to compare MCO with a select 20of the top 100 international airports on Skytrax rankings.

Sentiment analysis derives the attitude of the customers bydetermining whether their comments or reviews are positive,negative, or neutral.

Emotion analysis further detects and recognizes the typesof feelings through the expression of texts, such as joy,anger, disgust, sorrow, and anxiety.


Ranking of MCO among Top International Airports

International AirportSkytrax

Ranking

Overall

SentimentJoy Anger Disgust Sorrow Anxiety

Overall

Rating

Recent

Rating

Orlando (MCO) N/A 27 33 48 49 64 97 3.80 3.04

Changi (SIN) 1 82 93 38 40 2 45 4.60 4.76

Hong Kong (HKG) 3 56 61 42 45 53 46 4.40 4.21

Munich (MUC) 4 59 61 42 41 53 45 4.20 3.89

Zurich (ZRH) 8 70 53 44 44 53 56 4.40 4.27

Amsterdam (AMS) 11 57 65 44 43 53 46 4.20 3.69

Narita (NRT) 14 69 61 42 42 48 51 4.30 4.33

Taoyuan (TPE) 21 68 57 40 42 41 46 4.00 4.00

Vienna (VIE) 24 55 25 45 45 57 46 4.00 3.92

Kuala Lumpur (KUL) 34 52 33 41 45 41 46 3.90 3.44

Atlanta (ATL) 41 50 57 44 45 55 48 3.90 3.34

Jakarta (CGK) 44 54 49 43 47 50 51 4.00 3.81

Stockholm (ARN) 62 48 45 44 42 50 48 3.90 3.60

Montréal (YUL) 80 45 53 40 43 43 45 3.70 3.17

Guangzhou (CAN) 87 45 57 43 83 55 46 3.70 3.59

Brussels (BRU) 91 47 41 78 45 50 49 3.70 3.43

Nice (NCE) 92 42 69 42 43 55 48 3.50 3.23

Prague (PRG) 96 54 41 44 44 41 41 4.00 3.69

Keflavík (KEF) 97 48 65 44 45 53 45 3.50 3.18

Warsaw (WAW) 99 50 57 77 42 30 41 3.90 3.24

Shanghai (PVG) 100 37 45 44 43 53 49 3.60 3.36

Note. Sentiment and emotion scores are standardized ranging from 1 to 100, with higher scores indicating higher levels of the concept.

Higher sentiment indicates more positive attitudes, while lower more negative attitudes.


Emotion Analysis

Topic Sentiment Joy Anger Disgust Sorrow Anxiety

TSA 14 36 87 47 55 98

Security 11 11 80 83 57 99

Staff 37 17 86 84 41 41


San Francisco International Airport (SFO)Site Visit

• Key to success is strong collaboration between SPP contractor, TSA, and SFO management

• FSD manages 80 TSA staff and focuses on regulatory compliance and operations oversight

• SPP Contractor adapts readily to passenger flows

• SPP Contractor manages checkpoints lines and baggage screening in real time Command center with CCTV monitoring screening checkpoints and baggage live Contractor management works queues Checkpoints and baggage screening managed separately to avoid under staffing of either


San Francisco International Airport (SFO)Site Visit

• 54,000,000 annual passengers

• SPP Contractor manages 1,200 screening personnel

• Employee retention, 200 employees 15 years with same contractor at SFO

• SFO does not supplement SPP contractor with screening resources or expenses


MCO Security Checkpoint Support Costs

Calendar Year 2014 Calendar Year 2015 Calendar Year 2016 Calendar Year 2017

TSA Checkpoint Support Staff $ 629,688.32 $ 780,600.53 $ 841,304.99 $ 945,807.90

Customer Service Ambassadors $ 247,524.48 $ 318,688.80

Employee Screening $ 431,100.00 $ 1,149,600.00

$ 629,688.32 $ 780,600.53 $ 1,519,929.47 $ 2,414,096.70


Summary

1. Passenger safety and security is our number one priority at the Greater Orlando Aviation Authority

2. TSA retains control of aviation security3. Government Employees will have the First Right of Refusal for employment

openings 4. Adequate checkpoint capacity is essential for efficient processing and relies

on: sufficient number of screening lanes appropriate staffing during peak times ability to respond with staffing during irregular operations


Recommended Action

It is respectfully requested that the Aviation Authority Board resolve to authorize the Chief Executive Officer to:

(1) appoint an Ad Hoc Committee to interview TSA qualified screening companies to determine which company should be recommended to the TSA for consideration in the Screening Partnership Program Application;

(2) prepare a TSA Screening Partnership Application;

(3) return to the Aviation Authority Board for consideration of the recommended screening company and approval to submit the TSA Screening Partnership Program Application.

Greater Orlando Aviation AuthorityBoard Meeting


greater orlando aviation authority board meeting set timeline for application decisions at < 120...

Documents