9-Attachment I - Additional Services 2026.pdf

ATTACHMENT I – ADDITIONAL SERVICES

The SLCDA may task for Additional Services which relate to the work described in this RFP and Agreement on a Task Order basis. Said work scope and fee will be negotiated and agreed upon between the parties. At this time, the SLCDA shall include this separate scope of services for operation of the baggage system for information purposes only.

Should it be necessary to include it in the future, a written Task Order will be agreed upon as set forth above.

OPERATING STANDARDS, REQUIREMENTS AND GOALS

OPERATIONAL STANDARDS

As a condition of the Agreement, Contractor shall meet the operational standards ("Operational Standards") set forth in Section 1 below and shall diligently attempt to achieve the Minimum Service Level Goals ("Minimum Service Level Goals") described in Section 2 below.

Section 1:

A. General Operational Responsibilities

The following competencies are basic requirements of BHS operations to be performed by Contractor:

1. At all times fully staff the BHS Central Control Room (CCR), and any remote workstations, including Manual Encode (ME) stations;

2. Provide and perform daily system start-up and shut down;

3. Coordinate the maintenance of any BHS facility computer system hardware and software with the appropriate OEM (Original Equipment Manufacturer) and/or the City’s IT Department;

4. Promptly clear bag jams and resolve any other system interruption that is not related to a maintenance function;

5. Promptly notify City Maintenance of any maintenance malfunction or repair after confirming that the malfunction cannot be corrected;

6. Respond to operational issues as requested by the Airlines, the City and the

TSA;

7. Respond to all trouble calls and resolve any issue within the applicable response time requirement;

8. Participate in the establishment and implementation of a quality control program that results in continuous improvement in BHS performance;

9. Monitor the operational status and functional performance of the BHS at all times during periods of airline outbound and inbound baggage activity seven

(7) days per week, three hundred sixty-five (365) days per year;

10. Provide accurate and timely operational activity documentation and reporting;

11. Provide daily, weekly, and monthly operational reports as necessary and as required by City and Airlines;

12. Attend meetings as required by Airport management;

13. Administer and manage contingency plans with related responses based on all modes of operation, ensuring maximum system capacity during sub-system failures and including, but not limited to: (a) disaster recovery plans for CCR equipment and overall sub-system failures; (b) mitigation plans for all modes of operation as designed by the BHS OEM;

(c) the orderly shutdown of the BHS and coordination with TSA in response to a security breach; and (d) TSA-furnished EDS (Explosive Detection System) baggage-scanning equipment that is not part of the BHS;

14. Participate in BHS contractor sponsored start-up and establish regular

Functional System Training for any BHS contractor or vendor service providers throughout the term. For the purposes of this requirement, "Functional System Training" shall include: (a) System configuration training; (b) BHS organizational and reporting structure training; (c) contingency plans with related responses; and (d) emergency/security protocols;

15. Provide all personnel with training as required by City in "Bag Hygiene," which shall include, without limitation, training on the following competencies: (a) bag tag protocols; (b) proper handling and placement of bags into the BHS; (c) classification and handling of oversize baggage;

and (d) training plan, protocols and intervals;

16. Ensure that all Contractor personnel comply with applicable safety and health protocols and conduct regular introductory and refresher safety training programs; and

17. Schedule weekly meetings with Airport maintenance staff, TSA, as needed, to review BHS operational levels of achievement with respect to BHS operating goals, compliance with reporting requirements, system processes, communication and other functional protocols.

B. Maintenance System Requirements

Although BHS maintenance responsibilities will be retained by the City, Contractor shall coordinate its operational functions and work cooperatively with City maintenance activities to ensure efficient repair and maximizing BHS performance:

1. During events of BHS malfunction and/or City maintenance activities, Contractor Operations Manager will support trouble shooting activities and will modify BHS operations to accommodate City maintenance and repairs;

2. Contractor will require staff to follow safety protocols in conjunction with clearing jams in the system and follow established procedures for reporting work orders; and

C. Central Control Room Responsibilities

The BHS Central Control Room (CCR) Coordinator, or their designee will have access to the City’s Computerized Maintenance Management System (CMMS) to schedule and generate work orders for all maintenance and repair activity performed on each piece of equipment. The CCR Coordinator, or their designee will maintain and distribute system reports on an agreed upon schedule. In general, the CCR Coordinator, or their designee’s other responsibilities include, but are not limited to:

1. Dispatching jam runners to fault locations;

2. Alerting the City Maintenance Department through radio, or phone communications of faults or failures that cannot be reset and dispatch them to the appropriate location;

3. Maintaining BHS electronic call logs in an accurate and timely manner;

4. Monitoring laser array statistics;

5. Monitoring and preparing statistical reports, including those reports that indicate System availability;

6. Making BHS operational decisions, thereby initiating and coordinating implementation of any backup/fallback procedures necessary to allow continued operation;

7. Functioning as a central communication point for all BHS-related issues;

8. Interfacing with the Airport, Airlines, TSA, and the Contractor Supervisor;

9. Performing contingency plans with related responses, or fallback operations as necessary while equipment is being repaired; and

10. Interfacing with the Airlines with regard to system operation.

D. Start Up Documents

Contractor shall provide to the City, for review, the following statements of work prior to start of on-site operations: (a) roles and responsibilities of the operations team; (b) service level standards for system operation; (c) quality assurance program; (d) safety program; (e) reporting and/or distribution plan; (f) personnel report, including names, staffing positions and hours and days of work; and (g) contingency plans with related responses.

MINIMUM SERVICE LEVEL GOALS

In addition to agreed-upon Operational Standards for system operation, Contractor shall strive to meet the following Minimum Service Level Goals to ensure optimal system and operational efficiency. It is recognized that the Minimum Service Level Goals cannot be achieved without all parties (Contractor, Airlines, TSA, and the City) operating in conjunction and to the best of their abilities.

Section 2:

A. Minimum Service Level Goals:

1. Ensure a bag jam ratio (jams per bags in system) of no more than 1 in 500 bags (0.2%);

2. Ensure a jam or fault response time of three (3) minutes on average and five (5) minutes maximum;

3. Ensure a lost in tracking ratio post and pre-matrix of not more than 0.5%;

4. Ensure a laser array read rate of 95% or greater;

5. Ensure 95% of all bags processed through the system in 10 minutes or less;

6. Ensure system performs with no more that 0.5% of bag volume creating a failsafe condition;

7. Ensure that system does not achieve gridlock at any time; and

8. Ensure that no more than 3% of bags entering the EDS area are error bags.

The BHS has been designed with the capability to achieve these objectives. It is understood that all entities (Contractor, BHS Users, TSA, City) involved in maintaining and operating the BHS have a role in achieving these service goals.

No single entity has complete control over any of these objectives and therefore it has been agreed that all entities working together, shall strive to meet the Minimum Service Goals diligently using all tools or measures available to each.

Contractor shall report on these Minimum Service Goals to the City and Airlines.

All goals that fail to meet minimum levels will be reviewed for overall system performance relevance. If justified under poor performance and/or poor customer service levels, the City may require Contractor to remedy the failing service objectives. Contractor, working in conjunction with all parties (Contractor, BHS Users, TSA, City), will develop recommendations to rectify failing objectives, such as increasing staffing levels and/or changes to the BHS physical plant.

Contractor would present its recommendations to the City, TSA and Contractor for concurrence and implementation.