Aviation Operating Administration/Executive To provide the executive and administrative support necessary to the Divisions within the Aviation Department to ensure continued efficiencies, effectiveness, and compliance with County policies and goals. FY2012 to FY2013 Airports Council International Airport Service 3.90 3.87 3.90 3.86 0% Quality Score for overall airport satisfaction (scale 1-5) Days to respond to written or email complaints 14 14 14 2-86% Number of learning events offered 99 113 96 75-34% Percent of eligible participants actively engaged in N/A N/A 10.00 0.00 N/A the BCAD Talent and Succession Development Program Percent of employees satisfied with Human N/A 82 80 88 7% Resources' services Percentage of employees rating a completed 99 98 95 98 0% course as helpful in their job * Due to a staff vacancy, Customer Relations section only responded to comments received via email in FY13. This resulted in a shorter amount of time to respond. * Due to the vacancy of the Training Coordinator, there were fewer events. * Due to Aviation Department's reorganization and the departure of the Training Coordinator, there were no participants in the Talent and Succession Development Program during FY13. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 1
Airport Development To provide planning, design and construction, environmental, and noise services for the Fort Lauderdale-Hollywood International Airport and the North Perry Airport, on time and within budget, exceeding expectations and with input from the community. Percent of bi-monthly inspections completed quarterly Percent of construction projects within 5% change order allowance (Airport Expansion Program) Percent of construction projects within 5% change order allowance (Capital Improvement Program) Percent of contracts meeting small business goals (Airport Expansion Program) Percent of contracts meeting small business goals (Capital Improvement Program) FY2012 to FY2013 100 100 100 100 0% 100 100 100 93-7% 72 57 100 90 75 38 100 56 88 82 100 50 58% * The variance between and is due to the completion of six projects, which are no longer reported. Only two of the six projects were within the 5% change order allowance in FY2012. 47% * As these projects progress and the fields of work are further diversified, more opportunities for small businesses will become available. Progress should continue in the coming year with more opportunity for small businesses. -39% * Changes in the projects' scope of work impacts the contractors' ability to meet the CBE/DBE goals. CIP will still continue to try to have their Contractors identify as many opportunities as possible for small business participation. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 2
Airport Development To provide planning, design and construction, environmental, and noise services for the Fort Lauderdale-Hollywood International Airport and the North Perry Airport, on time and within budget, exceeding expectations and with input from the community. Percent of contracts meeting small business goals (Planning) Percent of data requests completed within deadline Percent of inquiries on noise issues responded to within 2 business days of inquiry Percent projects that are within budget (Airport Expansion Program) Percent projects that are within budget (Capital Improvement Program) Percent projects that are within schedule (Airport Expansion Program) Percent projects that are within schedule (Capital Improvement Program) Percentage of South Runway Expansion Project completed 22 43 100 40 FY2012 to FY2013 100 100 100 100 0% 100 100 100 100 0% 100 92 100 84-9% 100 100 100 96-4% 100 92 100 100 9% 89 86 100 100-7% * Two projects are not meeting goals due to the suspended M/WBE program and in one project, Consultant has committed to meeting the goal. 16% N/A N/A 57 46 N/A * In, two contractors were non-performing. Their contracts were terminated for cause in FY 2012 and this impacted the year to year comparison with. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 3
Business and Properties Management To provide opportunities for property development and increase services to meet the demands of the aviation industry and the traveling public and to maximize revenues at Fort Lauderdale/Hollywood International Airport and North Perry Airport. Airports Council International Airport Service Quality Score for Food and Beverage Concessions Airports Council International Airport Service Quality Score for Retail Shopping Concessions FY2012 to FY2013 3.35 3.11 3.30 3.37 8% 3.40 3.10 3.30 3.42 10% Average daily turns on per-use gates 3 2 3 3 Food and beverage sales per enplaned passenger ($) 5.14 5.12 4.40 5.22 2% Retail sales per enplaned passenger ($) 2.42 2.60 2.00 2.81 8% Vacancy rate (%) of airport-owned land 6 16 10 28 Vacancy rate (%) of leasable Airline Ticket Office space for airline related uses in T1-4 22% * Due to more inbound and outbound flights overall, as well as Concourse H gates being sporadically out of service for T4 construction, there was a higher use of existing gates at the Airport. 75% 16 16 15 14-10% * Vacancy rate variation is due to the expanding footprint of the south runway construction site impacting adjacent or nearby parcels of airportowned land. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 4
Finance To provide the accounting, budgeting, operational and capital fiscal planning functions for the Aviation Department to ensure statutory compliance and to provide financial, statistical and performance information for decision making. Food and beverage revenue per enplaned passenger ($) News and gifts revenue per enplaned passenger ($) Number of business days to issue financial statements after monthly closing FY2012 to FY2013 0.85 0.85 0.86 0.90 6% 0.55 0.57 0.71 0.55-4% 6 18 10 15 Parking revenue per enplaned passenger ($) 3.19 3.32 3.91 3.41 3% Percent of accounts receivable over 90 days past due Percent of drawdowns of FAA and FDOT Grants within 5 business days after check date 6 4 5 6-17% 97 100 95 100 0% Percent of reports sent electronically 100 100 100 100 0% Rental car revenue per enplaned passenger ($) 2.15 2.17 2.20 2.20 1% Total number of airline passengers at FLL 23,369,213 23,500,657 24,500,000 23,601,226 0% Total operating expenses per enplaned passenger ($) 9.93 10.20 10.57 10.75 5% Total operating expenses per sq. ft. ($) 3.84 3.98 4.31 3.45-13% * This variance was due to streamlining of the process, making it less time-consuming to prepare the statements. 44% * This is due to a delinquent amount from an evicted tenant, billing discrepancies, and American Airlines' bankruptcy settlement. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 5
AVIATION Finance Total Number of Airline Passengers at Fort Lauderdale/Hollywood International Airport HIGHLIGHTS FY13 was up slightly over FY12. FY14 is expected to be higher due to the increases in international service. rs ssenge s ) Pa on of illi er (m b Num 24.0 23.5 23.0 22.5 22.0 21.5 21.0 20.5 20.0 19.5 FY09 FY10 FY11 FY12 FY13 Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 5A
Information Systems To provide timely, accurate information and rapid and reliable service response for Information Technology (IT) solutions that support and meet the business and customer service objectives of the County and the Aviation Department. Airports Council International Airport Service Quality Score for Internet Access for WiFi (scale 1-5) Green initiative - number hours of useful life of LCD panels in terminals conserved by powering down FY2012 to FY2013 3.92 3.90 3.98 3.94 1% N/A N/A 9,600 N/A Number of unique passenger connections to WiFi 2,255,961 3,443,840 3,000,000 3,712,314 8% Percent time the FLL network is available 99 100 99 99-1% N/A * When it was time to implement this Green initiative, the vendor did not have the necessary electronic infrastructure to complete this task. Therefore, the initiative could not be implemented. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 6
Maintenance To maintain airport facilities and equipment and ensure a clean and safe airport environment for the traveling public. FY2012 to FY2013 Airports Council International Airport Service 3.89 3.88 3.88 3.89 0% Quality Score for Facility Cleanliness (scale 1-5) Airports Council International Airport Service 3.72 3.70 4.00 3.71 0% Quality Score for Restrooms' Cleanliness (scale 1-5) Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 7
Operations To provide the highest level of safety and security in a customer friendly environment, enhancing the airport travel experience for visitors and residents of Broward County by ensuring efficient and effective operations in Airside, Landside, Terminal, Security, and North Perry Airport operations, including law enforcement and fire rescue services. Average amount of time before a telephone call is answered (ring time in seconds) Average amount of time required during a telephone call (talk time in seconds) Average amount of time required for a caller to hold after being placed on hold (hold time in seconds) Average amount of time required to respond to an airfield escort request at North Perry Airport (minutes) FY2012 to FY2013 8 10 10 6-45% 45 50 45 80 60% 34 40 45 22-47% 5 7 5 5-20% * In the first quarter of FY13, a new telephone system was installed, improving call routing to the next available agent. Fewer calls were waiting in queue to be answered, resulting in a faster response. * A new telephone system implemented at the Airport's Communications Center is causing calls to be directed to the appropriate operator faster, which is causing longer conversations between the caller and the operator. * A new telephone system implemented at the Airport's Communications Center is causing the caller to be directed to an operator more quickly, which is causing a shorter hold time for the caller. * In FY12 and the beginning of FY13, escorts were taking longer due to major runway construction projects taking place at North Perry Airport. Construction is now completed and the response time for an escort is faster. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 8
Operations To provide the highest level of safety and security in a customer friendly environment, enhancing the airport travel experience for visitors and residents of Broward County by ensuring efficient and effective operations in Airside, Landside, Terminal, Security, and North Perry Airport operations, including law enforcement and fire rescue services. FY2012 to FY2013 Average number of volunteers 77 88 80 99 13% Average processing time for handling a badging application by security staff (minutes) Number of customer complaints made quarterly to manager 5 5 5 5 0% 1 2 3 0 Operating expense per number of transactions ($) 2.79 2.92 3.25 3.11 7% Parking expense as a percent of parking revenue 13 14 15 14 0% Percent of calls answered before callers hang up 91 86 95 93 8% Percent of passengers waiting 10 minutes or less for a Rental Car Center shuttle Percent of passengers waiting 10 minutes or less for a taxi Percent of passengers waiting 30 minutes or less for on-demand share ride zone fare service -100% 93 91 95 94 3% 96 94 98 94 0% 99 98 99 98 0% * The number of projected complaints (3) was based upon previous historical data. The lack of complaints is due to improved customer service provided by the Airport's Communications Center Specialists. Broward County, Florida - Fiscal Year 2013 ment Report Aviation - Page 9