The National Academies Press

Currently Skimming:

Pages 457-755

The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.

From page 457... ... A P P E N D I X G Sample Contracts Sample commercial ground transportation contracts from the following airports are provided for reference: 1. Fort Lauderdale-Hollywood International Airport 2. Read the entire page →
From page 458... ... Taxicab Management and Operating Plan Fort Lauderdale-Hollywood International Airport G-2 Read the entire page →
From page 459... ... May 1, 2012 08 Fall Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport Read the entire page →
From page 460... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 2 4/9/12 Contents FLL TAXICAB PROGRAM _____________________________________________ 5 AGREEMENT WITH BROWARD COUNTY ______________________________________ 5 FLL TAXICAB PROGRAM ___________________________________________________ 5 Eligibility ______________________________________________________________ 5 Registration/Enrollment Requirements _____________________________________ 5 Participation -- Decal/Sticker(s) /Proximity Card _______________________________ 6 Authorized Taxicab Drivers Orientation and Training __________________________ 7 Taxicab Inspection ______________________________________________________ 8 Taxicab Trip Fee ________________________________________________________ 9 Security Deposit(s) Read the entire page →
From page 461... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 3 4/9/12 Taxicab Loading _______________________________________________________ 19 Passenger Queuing and Loading __________________________________________ 20 Tickets and Inspection __________________________________________________ 20 Luggage ______________________________________________________________ 21 Gratuities ____________________________________________________________ 21 Disabled Vehicles ______________________________________________________ 21 Drop-offs _____________________________________________________________ 21 Taxicabs Exiting Terminal without Trip _____________________________________ 21 Rules of Conduct for Taxicab Dispatchers ___________________________________ 21 Taxicab Driver Issues/Violations/Discipline _________________________________ 22 Dispatch Tickets _______________________________________________________ 23 Taxicab Dispatch Booths ________________________________________________ 23 Maintenance __________________________________________________________ 23 Taxicab Dispatch Shift Log _______________________________________________ 23 Roadway and Sidewalk Monitoring________________________________________ 23 FLL INFORMATION BOOTH PROGRAM ______________________________________ 24 FLL CURBSIDE COORDINATOR PROGRAM ___________________________________ 24 FLL CRUISE BUS PROGRAM _______________________________________________ 24 FLL GENERAL POLICIES AND PROCEDURES ___________________________________ 25 Facilities _____________________________________________________________ 25 Maintenance __________________________________________________________ 25 Service Vehicles _______________________________________________________ 26 Lost and Found Procedures ______________________________________________ 26 Incidents/Complaints ___________________________________________________ 26 Communications Plan __________________________________________________ 27 HUMAN RESOURCES ____________________________________________________ 28 Organizational Chart ___________________________________________________ 28 Job Descriptions _______________________________________________________ 28 Employee Handbook ___________________________________________________ 28 Recruiting ____________________________________________________________ 28 Background Checks ____________________________________________________ 28 Controlled Substances Policy _____________________________________________ 29 Wages and Benefits ____________________________________________________ 29 Uniforms; Grooming; Photo Identification __________________________________ 29 Return of Company Property _____________________________________________ 30 Orientation/Training ___________________________________________________ 30 NAPM ENTERPRISES _____________________________________________________ 32 ACDBE Subcontractor ___________________________________________________ 32 FIREWALL _____________________________________________________________ 34 Read the entire page →
From page 462... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 4 4/9/12 APPENDICES APPENDIX A: BROWARD COUNTY ORDINANCE 22.5 APPENDIX B: FLL TAXICAB PROGRAM APPLICATION APPENDIX C: FLL TAXICAB PROGRAM CONTRACT APPENDIX D: FLL TAXICAB DRIVERS APPLICATION APPENDIX E: FLL TAXICAB DRIVERS ORIENTATION AND TRAINING GUIDE APPENDIX F: ACKNOWLEDGEMENT AND AGREEMENT/CERTIFICATE OF TRAINING APPENDIX G: FLL VEHICLE INSPECTION REPORT APPENDIX H: FLL TAXICAB PROGRAM REGISTRATION CHECKLIST APPENDIX I: HOLDING LOT SITE PLAN APPENDIX J: ROUTING PLAN APPENDIX K: TAXICAB DISPATCHER TRAINING APPENDIX L: ORGANIZATIONAL CHART APPENDIX M: JOB DESCRIPTIONS APPENDIX N: EMPLOYEE MANUAL APPENDIX O: GLOSSARY Read the entire page →
From page 463... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 5 4/9/12 AGREEMENT WITH BROWARD COUNTY SP Plus Curbside Management Joint Venture will provide ground transportation management services at Fort Lauderdale-Hollywood International Airport pursuant to the terms and conditions set forth in the Agreement between Broward County, Florida and SP Plus Curbside Management Joint Venture for Ground Transportation Management services dated December 13, 2011 (the "Master Agreement") Read the entire page →
From page 464... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 6 4/9/12  Provide the following documents:  Taxicab Operator's valid Broward County Permit(s)  Valid Chauffeur's (Hack) Read the entire page →
From page 465... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 7 4/9/12 Decals and Stickers will be reissued (and must be reapplied) annually effective May 1. Read the entire page →
From page 466... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 8 4/9/12  Rules and Regulations  Broward County  FLL  SP Plus Curbside Management Joint Venture  Customer Service  SP Plus "Three Keys" and training/safety modules  "Sunsational Customer Service"  Violations and consequences Taxicab Inspection Inasmuch as Taxicabs are required to pass a comprehensive mechanical and safety inspection by Broward County, Taxicab inspection under the FLL Taxicab Program will be limited to visual inspection only.  Taxicab inspections will be conducted annually during the month of April. Read the entire page →
From page 467... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 9 4/9/12  Headlamps, brake lights and tail lights are in working order  Seatbelts (one for each passenger seat) are in proper working order  Taximeter is operational, illuminated, functions in coordination with telltale lights Joint Venture Dispatchers also will conduct visual inspections of taxicabs accessing the Holding Lot and Loading Zones to ensure compliance with the Airport's and the above standards. Read the entire page →
From page 468... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 10 4/9/12  The Taxicab Operators'/Dispatch Company's privileges under the FLL Taxicab Program will be suspended immediately and his/her/their Proximity Card(s) will be deactivated  The Dispatch Company will be so notified (of the Proximity Card deactivation) Read the entire page →
From page 469... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 11 4/9/12 Replacement Taxicabs In order to substitute a taxicab, the Taxicab Operator:  Must present Broward County-issued documentation showing that the replacement taxicab is properly permitted  Must provide a Certificate of Insurance covering the replacement taxicab  Must pass an FLL Taxicab inspection  Return the Decal (or remnants thereof) from the replaced taxicab Thereafter, a replacement Decal will be issued. Read the entire page →
From page 470... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 12 4/9/12 Holding Lot Policies and Procedures Site Plan  See Appendix I for Holding Lot Site Plan  Circulation and queuing patterns in the Holding Lot will be modified periodically to accommodate entry/exit site modifications as well as operational redesign Dispatch Staffing The Holding Lot will be staffed 24 hours per day by Holding Lot Dispatchers employed by NAPM Enterprises, Inc. Holding Lot Dispatchers are responsible for the safe and orderly queuing and dispatching of taxicabs in and from the Holding Lot to GTAs and Loading Zones as well as monitoring the Holding Lot activities of other permitted commercial vehicles and vendors (e.g., mobile food trucks) Read the entire page →
From page 471... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 13 4/9/12 In the event the card reader is not functioning, the Holding Lot Dispatcher will record the taxicab's entry (taxicab number, time and date) in the Holding Lot Shift Log, and raise the gate or otherwise signal that the taxicab may enter. Read the entire page →
From page 472... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 14 4/9/12 Disabled Taxicabs Holding Lot Dispatchers will report any disabled taxicab by radio to the Supervisor. The Supervisor shall immediately notify the Dispatch Company and request that the taxicab be towed or otherwise removed from the Holding Lot as soon as possible. Read the entire page →
From page 473... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 15 4/9/12  Provide Certificate of Liability Insurance naming Broward County and SP Plus Curbside Management Joint Venture as additional named insureds  Not connect to any Broward County utilities  Trucks must be clean and presentable  Motors off  Properly dispose of all trash  Responsible for policing immediate area around truck  No discharge of fluids on pavement or in Holding Lot plumbing  Comply with all Taxicab Operator Rules of Conduct Monitoring Maintenance NAPM Enterprises, Inc. is responsible for maintaining facilities utilized under the FLL Taxicab Program. Read the entire page →
From page 474... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 16 4/9/12 Rules of Conduct for Taxicab Drivers  Outstanding customer service is our mission and goal  Act professionally at all times  Listen, and consider consequences to all parties before acting  Value and protect all Airport and Joint Venture property and assets  Treat all Taxicab Drivers, BCAD and Joint Venture personnel with dignity and respect  No overnight parking; no vehicles without drivers  Hack license to be displayed  No defacing of Airport or Joint Venture property  No littering; all garbage to be placed in trash containers  No disposal of household or excessive vehicle trash (including vehicle parts)  No distribution of literature  No selling of merchandise or other solicitations  No feeding of animals  No vehicle washing  No vehicle maintenance  No discharge of hazardous materials (gasoline, oil, etc.) Read the entire page →
From page 475... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 17 4/9/12  Drive safely; do not speed; use caution around crosswalks  Park/dwell in straight lines only (not on an angle)  Do not park or dwell in fire lanes  Be alert for dispatch calls over loudspeaker  Dispatchers not to ride in taxicabs  Absolutely no gratuities or other things of value to be given to dispatchers  Observe all applicable rules and regulations provided in Broward County Ordinance 22 ½ Read the entire page →
From page 476... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 18 4/9/12 Terminals Dispatch Policies and Procedures The FLL Taxicab Program will operate out of GTAs and Loading Zones on the Arrivals level GTAs  GTA 0 is situated East of Terminal 1  GTA 1 is situated West of Terminal 1 and East of Terminal 2  GTA 2 is situated North of Terminal 3  GTA 3 is situated South of Terminal 3 and West of Terminal 4, but is used by Rental Car facility shuttle buses and other commercial vehicles, and is not available for queuing taxicabs  GTA 4 is situated East of Terminal 4 (currently not used) Loading Zones  Terminal 1 – situated at East end  Terminal 2 – situated at East end  Terminal 3 – situated at North end  Terminal 4 – situated at West End Hours  24 hours per day per Terminal Taxicab Dispatchers Training See Appendix K Taxicab Queuing Requesting  Taxicab Dispatchers monitor GTAs to determine need for taxicabs  Taxicab Dispatchers at Terminal 1 monitors GTA 0  Taxicab Dispatchers at Terminal 2 monitors GTA 1  Taxicab Dispatchers at Terminal 3 monitors GTA 2  GTA 2 serves both Terminal 3 and Terminal 4 Loading Zones. Read the entire page →
From page 477... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 19 4/9/12  It is permissible for Taxicab Dispatchers at Terminal 3 and Terminal 4 to radio Taxicab Dispatchers at Terminal 1 and/or Terminal 2 to send taxicabs in the event taxicabs are required immediately  Taxicab Dispatchers radio the Holding Lot Dispatcher to request taxicabs Staging Taxicabs dispatched from the Holding Lot are to proceed immediately to their assigned GTAs  Upon reaching GTAs, taxicabs are to assume the last place in line  Taxicab Drivers to remain in or in close proximity to taxicab  For safety, efficiency and customer service, taxicabs are to be called from the GTA to the Loading Zone in groups (number of taxicabs depends upon Loading Zone) , and not one at a time  Groups will be called once the Loading Zone is completely clear  Taxicabs move into (numbered) Read the entire page →
From page 478... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 20 4/9/12 Passenger Queuing and Loading Taxi Dispatcher is to:  Provide information as requested by passengers  Create expandable chutes or lines using stanchions and belts  Place sign at front of line indicating "taxi line starts here"  Monitor queue to ensure that luggage is not impeding sidewalk  Load passengers on a "first come- first serve" basis, with the exception of special circumstances  Greet and ask for number of passengers in party  Not load more passengers than available seats in taxicab  Direct passenger(s) to loading position; load from curbside only  If requested by BCAD, hand passenger a survey  Not request destination information from passengers Special Circumstances  ADA  Large parties  Excessive luggage  Request a certain operator  Request for a van  Request for a non-smoking vehicle  Request for a child safety seat  Request for credit card equipped taxicab  Vouchers (airline or otherwise) Read the entire page →
From page 479... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 21 4/9/12 Luggage  Taxicab Driver should load luggage. In the event taxicab driver refuses to do so, Taxicab Dispatcher is authorized to load luggage  Refusal of taxicab driver to be written up as a rule violation on Taxicab Dispatch Shift Log Gratuities Taxicab Dispatchers are permitted to accept gratuities but may not solicit them Disabled Vehicles  Radio Supervisor immediately  Supervisor to notify BCAD Drop-offs Taxicabs are to drop off passengers on (upper) Read the entire page →
From page 480... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 22 4/9/12  No use of personal cell phones, PDAs, iPods, electronic games or similar devices while on duty  Provide proper and correct name to any BCAD official, Taxicab Driver or other commercial vehicle operators upon request  Speak English only when communicating via 2-way radios  Comply with all applicable Airport and Joint Venture rules and regulations Taxicab Driver Issues/Violations/Discipline If a Taxicab Driver violates the policies, procedures, rules or regulations of the FLL Taxicab Program, progressive corrective action/discipline will be administered as follows:  No pick-up allowed if:  No Holding Lot dispatch ticket  Holding Lot dispatch ticket is stamped more than one hour earlier from time-stamp (exceptions for late night and special circumstances)  No Decal  No Sticker  One (1) Read the entire page →
From page 481... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 23 4/9/12  Possessing firearms or weapons  3 "scooping" violations within any one year period  3 incidents of fighting or aggressive altercations or threats within any one year period  3 incidents of defacing County or Joint Venture property within any one year period In the event of any "major" or "extreme" violations, Dispatcher shall immediately notify a Supervisor by radio. If warranted, Supervisor shall notify BCAD and Broward County Sheriff. Read the entire page →
From page 482... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 24 4/9/12 FLL Information Booth Program (To Come) FLL Curbside Coordinator Program (To Come) Read the entire page →
From page 483... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 25 4/9/12 FLL General Policies And Procedures Facilities  Administration and Operations Center  Terminal 3 Break Room  Authorized personnel only  Time clocks  2-way radio charging station  Supplies  Key-pad lock  Holding Lot Booth  Holding Lot Restrooms  Terminals Taxicab Dispatch Booths  Terminals Information Booths Maintenance NAPM is responsible for maintenance of all FLL facilities under Joint Venture control, including the Holding Lot, Terminal 3 "Break" Room, Taxicab Dispatch Booths, Information Booths and Administration and Operations Center. The Joint Venture is not responsible for structural elements or roofs, repair or replacement of any systems or BCAD equipment contained in or servicing said facilities (e.g., electrical, plumbing, HVAC) Read the entire page →
From page 484... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 26 4/9/12  Administration and Operations Center and all Booths to be cleaned once per day by Joint Venture maintenance personnel Service Vehicles  2 dedicated (with Joint Venture graphics) support vehicles  Parked and keys held in safekeeping at Administration and Operations Center  No unauthorized personal use  Periodic maintenance to be scheduled by Project Manager Equipment  Beacon/amber lighting  Flashlights  Flares  Safety Vest  First Aid Kit  Accident Reporting Kit Fueling Performed by authorized Joint Venture personnel only; use fuel card Lost and Found Procedures Dispatchers finding or receiving lost property are to:  Immediately radio/notify the Supervisor  Record details of the items and time received on the Shift Log Supervisor is to deliver items to BCAD designated office and secure receipt. Read the entire page →
From page 485... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 27 4/9/12 Communications Plan  2-way Radio System, multiple channels:  Channel 1 – Project Manager  Channel 2 – Assistant Project Manager  Channel 3 – Supervisors  Channel 4 – Holding Lot Dispatchers  Channel 6 – Taxicab Dispatchers  Channel 7 – Open  Charging stations  Joint Venture Administration and Operations Center  Terminal 3 Break Room  Cell Phones  Project Manager  Assistant Project Manager  Supervisors  Holding Lot Booth  Emergency Telephone Tree  Post emergency numbers in Booths, Break Room and Administration and Operations Center  Joint Venture Administration and Operations Center land line phones Read the entire page →
From page 486... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 28 4/9/12 Human Resources Organizational Chart See Appendix L Job Descriptions See Appendix M Employee Handbook See Appendix N Recruiting We recognize the need to recruit effectively and have developed position-specific, structured interviews to ensure that we are evaluating both the competencies and behaviors needed for employees to succeed. We will utilize a number of different recruitment sources to post positions and invite applications and resumes:  Current system employees  Local communities' agencies, organizations, institutions and programs  Internal job posting programs  Major Internet job boards  Employee referral programs  Online career centers  Industry and media advertisements  Campus career centers  Job Fairs  Participation in industry associations and organizations Background Checks The Joint Venture and NAPM require background checks as part of the pre-employment process. Read the entire page →
From page 487... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 29 4/9/12 Controlled Substances Policy The Joint Venture and NAPM require pre-employment drug testing of all candidates as the final step in the hiring process. In addition, drug testing of employees is required at certain times and under certain circumstances. Read the entire page →
From page 488... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 30 4/9/12  Uniforms will consist of:  Shirts  Jacket  Slacks  Shoes (closed toe and black) , socks and belt (black) Read the entire page →
From page 489... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 31 4/9/12  Employee Handbooks  Sexual Harassment Prevention  Diversity/Sensitivity  Drug/Alcohol Policy  Job-specific Policies and Procedures Customer Service Training  "Three Keys to Customer Satisfaction"  Advanced Customer Service  Conflict Avoidance  Stress Management  Communication Skills  Lost and Found Procedures  ADA Sensitivity  Complaint Handling Job Specific Training  Holding Lot Dispatch  Terminal Taxicab Dispatch  Curb Coordination  Information Booth  Supervisor Safety Training  Curbside (Passenger and Traffic) Management  Loading Passengers  Luggage Handling (Lifting) Read the entire page →
From page 490... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 32 4/9/12 NAPM Enterprises NAPM Enterprises, Inc. will participate in the FLL Ground Transportation Management Program with the Joint Venture. Read the entire page →
From page 491... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 33 4/9/12 NAPM will be afforded, at no expense, office space, furniture, furnishings and equipment in the Administration and Operations Center. NAPM's name will be posted at the Administration and Operations Center. Read the entire page →
From page 492... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 34 4/9/12 Other duties include providing:  Recruiting  Screening  Hiring  Training  Compensation / benefits / payroll processing  Corrective progressive action to employees  HR functions in support of operational requirements Inasmuch as the Ground Transportation Management Program is fully integrated, e.g. Holding Lot Dispatchers and Taxicab (Terminal) Read the entire page →
From page 493... ... Management and Operating Plan Ground Transportation Management Services Fort Lauderdale-Hollywood International Airport 35 4/9/12 The above and foregoing Management and Operating Plan for Ground Transportation Management Services at Fort Lauderdale-Hollywood International Airport dated May 1, 2012 hereby is accepted and agreed. Dated: _______________________________________ SP PLUS CURBSIDE MANAGEMENT JOINT VENTURE BROWARD COUNTY By: ________________________________________________________ By: ________________________________________________ Title: ______________________________________________________ Title: _____________________________________________ Read the entire page →
From page 494... ... Taxi, Limo, Shuttle Concession Agreement Northwest Arkansas Regional Airport G-38 Read the entire page →
From page 500... ... Taxicab Stand Manager Concession Contract Raleigh-Durham International Airport G-44 Read the entire page →
From page 548... ... On-Demand Taxicab Concession Agreement Seattle-Tacoma International Airport G-92 Read the entire page →
From page 587... ... Shared Ride Van Concession Agreement Washington Dulles International Airport G-131 Read the entire page →
From page 651... ... Taxicab Concession Contract Washington Dulles International Airport G-195 Read the entire page →

From page 457...

... A P P E N D I X G Sample Contracts Sample commercial ground transportation contracts from the following airports are provided for reference: 1. Fort Lauderdale-Hollywood International Airport 2.