Quarterly Performance Measurement Report Department: Aviation Section: 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. Airports Council International Airport Service Quality Score for 3.77 3.97 3.77 3.90 overall airport satisfaction (scale 1-5) Days to respond to written or email complaints 2 14 2 14 Number of learning events offered 33 34 33 96 Percent of eligible participants actively engaged in the BCAD Talent N/A N/A N/A 10.00 and Succession Development Program Reported annually in the fourth quarter. Percent of employees satisfied with Human Resources' services N/A N/A N/A 80 This measure is reported annually in the fourth quarter. Percentage of employees rating a completed course as helpful in 95 95 95 95 their job Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 1 of 7
Section: 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 100 25 100 100 Percent of construction projects within 5% change order allowance 83 55 83 100 Percent of construction projects within 5% change order allowance 100 100 100 100 Percent of contracts meeting small business goals 67 N/A 67 100 Due to the projects being in the initial stages, the small business participation will increase as the work progresses, 6 out 9 contracts are not meeting the goals. Percent of contracts meeting small business goals 71 N/A 71 100 Percent of contracts meeting small business goals 40 N/A 40 100 Due to the suspension of the M/WBE program and changes in the scope of work over the lifetime of a project, 2 out of 5 contracts are not meeting the goals. Percent of data requests completed within deadline 100 100 100 100 Percent of inquiries on noise issues responded to within 2 business 100 100 100 100 days of inquiry Percent projects that are within budget 92 100 92 100 Percent projects that are within budget 100 100 100 100 Percent projects that are within schedule 67 100 67 100 Percent projects that are within schedule 100 82 100 100 Percentage of South Runway Expansion Project completed 57 N/A 57 57 Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 2 of 7
Section: 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 3.13 3.29 3.13 3.30 Food and Beverage Concessions Airports Council International Airport Service Quality Score for 3.05 3.29 3.05 3.30 Retail Shopping Concessions Average daily turns on per-use gates 3 3 3 3 Food and beverage sales per enplaned passenger ($) 4.90 5.15 4.90 4.40 Retail sales per enplaned passenger ($) 2.67 2.32 2.67 2.00 Vacancy rate (%) of airport-owned land 28 6 28 10 Vacancy rate (%) of leasable Airline Ticket Office space for airline 13 18 13 15 related uses in T1-4 Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 3 of 7
Section: 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 ($) 0.85 0.85 0.85 0.86 News and gifts revenue per enplaned passenger ($) 0.58 0.64 0.58 0.71 Number of business days to issue financial statements after 15 33 15 10 monthly closing Parking revenue per enplaned passenger ($) 3.49 3.34 3.49 3.91 Percent of accounts receivable over 90 days past due 7 1 7 5 Percent of drawdowns of FAA and FDOT Grants within 5 business 100 61 100 95 days after check date Only one grant was received and it was processed within 5 days after check date. Percent of reports sent electronically 100 100 100 100 Rental car revenue per enplaned passenger ($) 2.06 2.10 2.06 2.20 Total number of airline passengers at FLL 5,763,707 5,699,289 5,763,707 24,500,000 Total operating expenses per enplaned passenger ($) 9.68 9.62 9.68 10.57 Total operating expenses per sq. ft. ($) 0.91 0.90 0.91 4.31 Sum of all quarters' figures for total expenses/total sq. footage Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 4 of 7
Section: 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 4.09 4.14 4.09 3.98 Internet Access for WiFi (scale 1-5) Green initiative - number hours of useful life of LCD panels in N/A N/A N/A 9,600 terminals conserved by powering down To be reported later in FY 2013. Number of unique passenger connections to WiFi 902,057 713,226 902,057 3,000,000 Percent time the FLL network is available 99 100 99 99 Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 5 of 7
Section: Maintenance To maintain airport facilities and equipment and ensure a clean and safe airport environment for the traveling public. Airports Council International Airport Service Quality Score for 3.82 3.97 3.82 3.88 Facility Cleanliness (scale 1-5) Airports Council International Airport Service Quality Score for 3.67 3.78 3.67 4.00 Restrooms' Cleanliness (scale 1-5) Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 6 of 7
Section: 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 8 9 8 10 time in seconds) Average amount of time required during a telephone call (talk time 45 49 45 45 in seconds) Average amount of time required for a caller to hold after being 35 39 35 45 placed on hold (hold time in seconds) Average amount of time required to respond to an airfield escort 7 6 7 5 request at North Perry Airport (minutes) Average number of volunteers 88 84 88 80 Average processing time for handling a badging application by 5 5 5 5 security staff (minutes) Number of customer complaints made quarterly to manager 0 0 0 3 Operating expense per number of transactions ($) 2.94 2.65 2.94 3.25 Parking expense as a percent of parking revenue 13 13 13 15 Percent of calls answered before callers hang up 88 87 88 95 Percent of passengers waiting 10 minutes or less for a Rental Car 86 94 86 95 Center shuttle Percent of passengers waiting 10 minutes or less for a taxi 94 95 94 98 Percent of passengers waiting 30 minutes or less for on-demand 100 99 100 99 share ride zone fare service Quarter Ending 12/31/2012 Broward County, Florida Performance Measurement Report 7 of 7