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Pages 22-23

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From page 22...
... 23 ContraCt MeChanisMs Examples of formal contract management and performance monitoring are not widespread across airport contracts; however, there is one exception; the management of design and construction contracts. Airport operators frequently designate construction contract inspectors to verify that work is being undertaken in strict compliance with the contract.
From page 23...
... 24 Safety -- a ratio of less than or equal to 2.0 accidents per 100,000 total miles operated Courtesy -- less than 5 complaints per month Service -- average of 5 minutes or less wait time and provide luggage assistance Cleanliness -- interior and exterior of vans inspected meet standard (to be set by the Board before the first day of the contract) Maintenance -- no more than 30,000 miles between road calls.

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