37-Scope of Services, Attachment O - Example Monthly Concerns - Complaints Report.pdf

This is a Scope of Services attachment document for the Broward County Aviation Department's shuttle bus and transportation services contract for Fort Lauderdale-Hollywood International Airport in Florida. The document serves as an example template for the Monthly Concerns and Complaints Report that contractors must submit as part of their service delivery obligations. The report template includes structured fields for documenting incidents, including the date and time of the incident, bus route involved, complaint details, complainant information, and response protocols. The contractor is required to respond to complaints and document the date and time of response, the individual responding, the date the concern was reported to the contractor, the contractor's response and response date, and a closeout summary with closeout date. The scope of work encompasses management and operation of shuttle buses, trams, and other vehicles on a continuous 24-hour, seven-day-per-week basis at the airport.

The reporting template demonstrates the County's requirement for comprehensive documentation and accountability in service delivery. Contractors must maintain detailed records of all complaints and concerns, demonstrate timely responsiveness to complainants, and provide documentation of resolution efforts. This administrative requirement is integral to the contract's performance standards and ensures transparency in service quality and customer satisfaction management. The template format enables systematic tracking of complaint resolution and provides the County with measurable data on operational performance and service issues requiring corrective action.