1.1 Develop Contract Monitoring Policies and Procedures –Denver International Airport’s Parking and Transportation Section should develop and document contract monitoring policies and procedures for the parking shuttle contract — including procedures to monitor driver training, wages, background checks, drug tests, licensing, and shift limits, as well as vehicle inspections and liquidated damages.
Agency Response: Agree, Implementation Date – November 1, 2021
1.2 Develop Monitoring Procedures for Payment and Contract Fees – Denver International Airport’s Parking and Transportation Section should develop and document contract monitoring policies and procedures for payments made to ABM and for contract fees.
Agency Response: Agree, Implementation Date – November 1, 2021
1.3 Update Contract Provisions – Denver International Airport’s Parking and Transportation Section should update the parking shuttle service contract to include requirements for bus drivers related to background checks, shift limits, and drug and alcohol testing, as well as how the airport should monitor these requirements.
Agency Response: Agree, Implementation Date – November 1, 2021
1.4 Ensure Update of Subcontracts – Denver International Airport’s Parking and Transportation Section should ensure that all subcontracts for the parking shuttle contract are updated to include the required provisions from the Federal Emergency Management Agency
Agency Response: Disagree
1.5 Establish Managerial Oversight – Denver International Airport’s Parking and Transportation Section should establish and document a managerial oversight process for contract monitoring.
Agency Response: Agree, Implementation Date – November 1, 2021
1.6 Incorporate Information from Other Resources – Denver International Airport’s Parking and Transportation Section should evaluate airport resources that can assist in monitoring the parking shuttle contract and incorporate information collected from these resources into its contract monitoring policies and procedures.
Agency Response: Agree, Implementation Date – November 1, 2021
1.7 Receive, Review, and Approve Operations Manual – Denver International Airport’s Parking and Transportation Section should receive and review ABM Parking Services Inc.’s operations manual and approve it when it meets the airport’s needs and expectations.
Agency Response: Agree, Implementation Date – November 1, 2021
2.1 Enforce Review of Service Levels – Denver International Airport’s Parking and Transportation Section should enforce its daily and monthly review of service levels as outlined by the contract’s standard operating procedures.
Agency Response: Agree, Implementation Date – November 1, 2021
2.2 Update Contract Language – Denver International Airport’s Parking and Transportation Section should update the parking shuttle contract and its standard operating procedures to ensure consistency between the contract’s performance standard for required service levels and the corresponding procedures used to monitor that standard.
Agency Response: Agree, Implementation Date – December 31, 2021
2.3 Develop and Implement Controls for Data Accuracy – Denver International Airport’s Parking and Transportation Section should develop and implement controls to ensure its preferred system to monitor the parking shuttle contract’s service-level requirements records shuttle location and service levels accurately and reliably.
Agency Response: Agree, Implementation Date – January 14, 2022
2.4 Establish Oversight Process for Customer Feedback – Denver International Airport’s Parking and Transportation Section should establish and document a process to review the airport contract administrator’s activities, including contract monitoring of customer service. This process should be included in the section’s customer correspondence policies and procedures, and it should include necessary details to monitor customer complaints, as well as steps to ensure recommendations made by external reviews are addressed and implemented when agreed to.
Agency Response: Agree, Implementation Date – November 1, 2021
2.5 Review and Update Policies and Procedures – Denver International Airport’s Parking and Transportation Section should establish a process to review and update the customer correspondence policies and procedures to ensure they are accurate, consistent, and reflective of actual practices in accordance with contract requirements. In addition, a change log should be added to all Parking and Transportation policies and procedures to record any revisions.
Agency Response: Agree, Implementation Date – November 1, 2021
2.6 Clarify Time Frame for Responding to Customers – Denver International Airport’s Parking and Transportation Section should determine the acceptable maximum amount of time a customer should wait before receiving a response to their feedback. Then the section should ensure a clear definition is included in both the contract language and the section’s customer correspondence policies and procedures.
Agency Response: Agree, Implementation Date – November 1, 2021
2.7 Ensure Contractor Policies and Procedures Align with the Contract – Denver International Airport’s Parking and Transportation Section should ensure ABM Parking Services Inc. develops policies and procedures for customer correspondence that align with current processes and the airport’s contract.
Agency Response: Agree, Implementation Date – November 1, 2021
2.8 Improve Tracker Accuracy – Denver International Airport’s Parking and Transportation Section should develop and implement controls to ensure the data in the section’s customer correspondence tracker is complete and accurate.
Agency Response: Agree, Implementation Date – November 1, 2021