18-PA2050 OneDFW Customer Experience Events SOW.pdf

PA2050 ONEDFW AND CUSTOMER EXPERIENCE EVENTS

SPECIFICATIONS / SCOPE OF WORK

1 INTRODUCTION

1.1 Dallas Fort Worth International Airport (DFW) is committed to capturing the voice of the customer as it supports its ongoing efforts to improve customer satisfaction by advancing the customer experience through dynamic, engaging and memorable events and activities that create Moments that Matter for airport customers. Second, DFW is fully invested in increasing overall comradery and collaboration amongst all airport entities by enhancing employee engagement and recognition experiences for airport employees.

1.2 The Airport’s goal is to identify a contractor who will implement high-impact and meaningful customer-facing activations, performances and events to enhance the overall customer experience. In addition, the contractor will support employee engagement by helping unify the workforce around the customer journey, providing front-line employee recognition, and strengthening the airport employee community.

1.3 Currently, DFW Airport projects 87 million passengers for fiscal year 2026 and 105 million passengers by 2030. DFW serves 193 domestic destinations, 79 international destinations, and 32 passenger airlines. The DFW programs shall encompass these statistics while planning world-class events for our customers and employees.

2 SPECIFICATION/SCOPE OF WORK

2.1 Customer Experience Support Events & Activations

2.1.2 The Contractor shall engage customers through developing and overseeing engaging customer-facing events and activations that highlight DFW’s commitment to exceptional customer service and hospitality (i.e. musical and multicultural performances, themed events, etc.). Contractor Shall:

2.1.3 The Contractor shall specialize in the ideation, planning and management of customer experience events/activations and programming from inception to completion.

2.1.4 The Contractor shall coordinate with DFW and partner with regional performing artists and presenters to accomplish original projects and programming designed and tailored for

DFW.

2.1.5 The Contractor shall design the ultimate customer experience by presenting impactful and intentional events, performances, activities and activations to complement and enhance the broader context of customer experience initiatives subject to review and approval by designated DFW Staff.

2.1.6 The Contractor shall be responsible for arranging collaborations with community groups and artists local to DFW’s owner cities and surrounding areas; developing and managing processes and outcomes for customer engagement through music, performing arts and other cultural activities.

2.1.7 The Contractor shall coordinate with designated DFW staff/personnel to plan music, performing arts, cultural events and activities, and use of terminal facilities.

2.1.8 The Contractor shall create an engagement calendar according to DFW’s budget and timeline, including all currently forecasted events and potential ad-hoc opportunities. DFW Airport reserves the right, in its sole discretion, to modify, add, reschedule or cancel any activities or events listed on the proposed engagement calendar.

2.1.9 The Contractor shall oversee creative strategies for implementing high quality activations designed to delight and engage customers across all terminals.

2.1.10 The Contractor shall establish and cultivate partnerships within the immediate regional and relevant global communities for the purpose of creating diverse projects and programs which maximize impact for customer experience and community engagement.

2.1.11 The Contractor shall manage artists, groups, activities and products, vendors and event planning; and coordinates production of music, performing arts and cultural events and for activities and events.

2.1.12 The Contractor shall manage activities, services, resources, and event planning, and coordinates production of promotional materials and products for events and activities.

2.1.13 The Contractor shall supervise the creation of performances, events and activities and production components to ensure quality and public safety.

2.1.14 The Contractor shall provide on-site management of performances, events and activities and production to monitor and oversee quality and engagement impact (from set up to breakdown).

2.1.15 The Contractor shall work with designated DFW staff/personnel to ensure events/activities increase awareness and support DFW’s public and brand image.

2.1.16 The Contractor shall contribute ideas to diversified collateral and messaging materials/media to reach targeted audiences.

2.1.17 The Contractor shall demonstrate a high level of commitment to exemplary customer service.

2.1.18 The Contractor shall be responsible for managing program budgets and shall solely be responsible for contract with, compensating, managing all artists, performers, subcontractors, and vendors. DFW shall have no contractual relationship with such parties.

2.1.19 The Contractor shall generate wrap up reports and potential ad-hoc reports.

2.1.19.1 In the event deliverables or required services are not provided as outlined, the Airport may, at its discretion, withhold payment for incomplete or deficient work or adjust compensation to proportionate to the unmet scope of work. Continued inability to meet performance expectations may be considered during future contract renewal evaluations.

2.1.20 The Contractor shall ensure timely production of:

2.1.20.1 Complete planning and coordination of performances, events or activities by agreed upon time frame specified by DFW staff/personnel.

2.1.20.2 Contractor(s) shall arrive no later than 1 hour prior to any scheduled event for set-up to take place.

2.1.21 The Contractor shall ensure final product meets quality standards and expectations that are agreed upon with DFW staff/personnel during the event planning.

2.1.22 The Contractor shall expand regional community presence by establishing relationships that will grow creative opportunities and maintain DFW brand.

2.1.23 The Contractor shall maintain clean and safe areas surrounding activities and events.

2.2 OneDFW Program (Employee Engagement & Recognition)

2.2.2 The Contractor shall demonstrate a high level of commitment to airport employees and their importance to the overall customer experience at DFW.

2.2.3 The Contractor shall promote #OneDFW goals to airport employees through engagement and recognition activities and events.

2.2.4 The Contractor shall work with designated DFW staff/personnel to ensure events/activities increase awareness and support for #OneDFW employee engagement program and initiatives.

2.2.5 The Contractor shall specialize in the ideation, planning and management of employee engagement and recognition activities and events from inception to completion.

2.2.6 The Contractor shall contribute ideas to diversified collateral and messaging materials/media to reach employee audiences.

2.2.7 The Contractor shall be responsible for managing program budgets and disperses payments to all sub-contractors participating in creation of events and activities at DFW.

2.2.8 The Contractor shall generate wrap up reports and potential ad-hoc reports.

2.2.9 The Contractor shall coordinate with designated DFW staff/personnel to plan events and activities and use of airport and terminal facilities.

2.2.10 The Contractor shall create an engagement calendar according to DFW’s budget and timeline.

2.2.11 The Contractor shall manage activities, services, resources, and event planning, and coordinates production of promotional materials and products for events and activities.

2.2.12 The Contractor shall supervise the creation of events and activities, and production components to ensure quality and public safety.

2.2.13 The Contractor shall provide on-site management of events and activities, and production to monitor and oversee quality and engagement impact (from set up to breakdown).

2.2.14 The Contractor shall ensure timely production of:

2.2.14.1 Complete planning and coordination of events or activities by agreed upon time frame specified by DFW staff/personnel.

2.3.13.2 Contractor(s) shall arrive no later than 1 hour prior to any scheduled event for set-up to take place.

2.2.15 The Contractor shall ensure final product meets quality standards and expectations that are agreed upon with DFW staff/personnel during the event planning.

2.2.16 The Contractor shall maintain clean and safe areas surrounding employee engagement and recognition activities and events.

3 EVENT MODIFICATIONS, RESCHEDULING, AND CANCELLATION

3.1 The Airport reserves the right to cancel a scheduled event at its discretion. If an event cancelled less than five (5) calendar days prior to the event date, the Airport shall compensate the Contractor for reasonable, documented, and non-recoverable costs incurred, which may include, non-refundable third-party vendor fees, custom materials or printed items specific to the event, and/or equipment rental cancellation fees, as a direct result of the cancellation, not to exceed fifty (50%) of the total event fee.

3.2 The Contractor shall not cancel or materially alter a scheduled event without the Airport’s prior written consent. If the Contractor cancels an event for reasons withing its control less than five (5) calendar days prior to the event date, the Airport shall not be responsible for any fees related to the event.

4 CONTRACTOR QUALIFICATIONS

4.1 The Contractor must have a background in event planning, employee engagement activity planning, and an advanced understanding of airport operations, regulations, and security requirements.

4.2 The Contractor must have a minimum of three years’ experience managing customer-facing programs and employee engagement planning activities.

4.3 The Contractor must have a minimum of three years’ experience curating/coordinating community initiatives local to the DFW region and working with DFW's owner cities and surrounding area.

4.4 The Contractor must demonstrate access to industry specific network connections and processes to operate in an airport environment and collaborate with local artists/entertainers.

4.5 The Contractor must be able to obtain airport badging credentials to access restricted areas of the airport necessary to carry out all activities and events covered by this contract.

5 REQUIRED DELIVERABLES

5.1 The Contractor shall review draft 12-month engagement calendar of activities and events and respond with recommendations on how to fill calendar, meeting the intent of the activities and/or events being planned for. Contractor may also recommend enhancements. This calendar will only be used as recommendations. DFW reserves the right, in its sole discretion, to modify, add, reschedule, or cancel any activities or events on the proposed 12-month engagement calendar provided by the contractor. Contractor shall:

5.1.1 Define and coordinate dates and times with designated DFW staff/personnel.

5.1.2 Coordinate activities and event logistics for parking, sterile area access, staging, electrical, etc.

5.1.3 Establish line-up of artists, performers, and vendors.

5.1.4 Define and submit budget for provision of services and production.

5.1.5 Coordinate with designated DFW staff/personnel on appropriate survey and measurement tools/methods.

5.1.6 Refine engagement calendar based on feedback from designated DFW staff/personnel.

5.1.7 Confirm dates and times with artists, performers, and vendors.

5.1.8 Define performance terms and establish agreements with artists, performers, and vendors.

5.1.9 Ensure quality programming, production, performances, and events.

5.1.10 Begin implementation of approved engagement.

5.1.11 Ensure engagement area properly set-up for activity, program, event or performance.

5.1.12 Ensure timely production and performance.

5.1.13 Monitor and evaluate outcomes using approved measurement tools and methodologies to assess customer and employee impact and satisfaction, which may include, but are not limited to, communication tool application download metrics, nomination activity, and event attendance.

5.1.14 Be available to provide regular updates in a format mutually agreed upon by designated

DFW staff/personnel.

6 INVOICING

6.1 The Contractor shall submit itemized invoices to Customer Experience Management for services performed and accepted no later than thirty (30) days after the completion of an event.

6.2 After Airport management review and approval, the Contractor shall submit all invoices to imaging@dfwairport.com for payment. Each invoice must include, at a minimum:

Contractor Agreement Number Purchase Order Number Applicable service period Description of service(s) provided Itemized charge consistent with contract pricing Supporting documentation Customer Experience Invoice Approval Form

6.3 Failure to provide accurate and undisputed invoice information may result in a delay of payment remittance.

Note: The Contractor shall be responsible for performing all work reasonably necessary to fulfill the Scope of Work, including all related tasks, subtasks, personnel commitments, man-hours, and direct and indirect costs required for complete performance. The Board relies upon the Contractor’s professional expertise to identify and perform all tasks and subtasks necessary to fulfill the general areas outlined in the Scope of Work, including all required personnel commitments, man-hours, and related direct and indirect costs.

END OF SPECIFICATIONS / SCOPE OF WORK