Transport services (excl. Waste transport)

Description

Heathrow is the world’s busiest two-runway airport and the UK’s hub airport, welcoming over 77 000 000 passengers each year. By connecting the UK with overseas markets, Heathrow enables passenger market sectors to reach customers in countries around the world. It supports trade, attracts foreign investment into the UK and it brings overseas visitors to our shores. As the world’s leading international hub airport, Heathrow provides the UK with global connectivity. We are the UK’s biggest single-site employer and provide a thriving community for over 76 000 people. We need partners who think like we think. Who understand and behave in line with our goals, values and ways of working, simply because they have such a crucial role in helping us achieve it. This RFI will request information regarding your company, products and services and experience delivering the requirement. The same information will be gathered from different companies and will be used to give Heathrow further insight on what the market has to offer and will help to refine Heathrow’s requirements in that market. We are inviting innovation and fresh thinking to historical challenges in order to improve our operation in terms of more agility and intelligence using sustainable solutions. These all contribute towards Heathrow 2.0 which is our new sustainable strategy and will be looking to all suppliers to devise solutions, including low emissions, efficiencies and technological advancements. The key purpose of this PIN is to identify: — How we can improve passenger experience today (immediate), — Continuous improvement (incremental step changes), — What and how could we deliver these services differently that is aligned to Heathrow’s vision; moving the functional needs to experiential and memorable visit, — What would define Heathrow as World Class (market leading), — Explore the market for innovation, creativity and opportunities to delivering a World Class service. We need to ensure all respondents are open to consistent evolution with delivering a complex management contract for the services identified within this PIN: This is an invitation for operator services for Heathrow’s Passenger and Colleague surface transport needs in both Airside and Landside environments through Bus, Coach and Car Park Management, including Forecourt (Taxi Rank) services. — Passenger Car Park Management, — Passenger Car Park Bussing, — Passenger Airside Bussing (Inter-Terminal Transfers), — Colleague Car Park Management, — Colleague Car Park Bussing, — Bus and Coach Service Management (Central Bus Station & satellite areas), — Taxi Rank and Forecourt Services, — Luggage Porterage. Passenger Car Park Management. Managing approximately 12-sites (6-multi-storey car parks, 7-surface car parks and additional valet storage sites), with over 26 000-spaces the car park operator delivers on-site service support 24/7/365. Our product and services extend beyond the reach of our Official Heathrow Parking brand which includes: — Official Heathrow Parking, — Valet Parking Short Stay Business, — Meet and Greet Parking Short Stay Fast Track Long Stay, — Car Care (Cleaning: Internal and External) POD Parking Authorised Vehicle Area, — Good To Go Parking, — Meet and Greet Drop and Ride Park and Ride, — Other products and services, — On Airport Car Rentals Off Airport Meet and Greet Chauffeur Services, — Event Parking Whitelist Access Private Hire Cars, — Secure On-Airport Storage One Network Control Centre Electric Charging Points, — Car Parking Enforcement Patrol Strategies Response Support (Battery Charge). NB: Management of utilities (Water, Gas and Electric) managed via Heathrow Engineering. Passenger Car Park Bussing. Currently sharing a single operator with Colleague bussing services, the existing fleet enables flexibility and service efficiencies by cross-sharing throughout all products and locations, meeting seasonal demands, terminal shift patterns, maintenance rotations and other business resilience needs. The fleet delivers a multitude of timetabled and on-demand service schedules dependant on the surface car parking product. This includes business as usual contingency plans i.e. POD Parking system outages (diverting fleet from other products as immediate and interim control measures) and short-duration demands. The fleet consists of 28-busses, a combination of standard 12m (rigid buses) and 18m articulated (bendy-buses) all with luggage capacity. In addition a mixed fleet of minibuses for the smaller car park sites and cars for driver rotations and monitoring roles. Busses are GPRS tracked, with “Real-Time” passenger information displays located at Bus Stops within the car parks and designated forecourt areas. Driver communication and on-board monitoring tools include – Driver telematics, passenger counting systems (regularly informing continuous trends or prospective schedule adjustments) and CCTV (on-board and external views) for the safety and comfort of our passengers and colleagues. Passenger Airside Bussing (Inter-Terminal Transfers). Over a third of passengers arriving at Heathrow Airport are connecting to flights which are operating from other terminals – these passengers are taken from terminal to terminal using the airside road network. As Heathrow is currently a 4 terminal airport, we provide a point to point service to deliver inter-terminal operations. A point to point service is defined as a service that is timetabled and operates to and returning from specific terminal flight connections gates, for example T3 to T5 and returning to T3. The current point to point routing is detailed below: The current fleet consists of 26 buses, consisting of solely standard 12m rigid busses. The fleet has a maximum capacity of 18 seated passengers, 55 standing and can accommodate one wheelchair dependant user. The bus also has the maximum capacity of 30 Kgs of baggage per item, however majority of buses do not contain luggage rack facilities. Bus fleets are tracked using innovative vehicle tracking technology, with “Real-Time” passenger information displays located within the airside terminal coaching gates, providing information to the passenger about when their next bus is due. On-board media informs passengers about what to expect about their connections journey, as well as entertaining passengers throughout the transfer. The buses also have LED on board bus route displays, passenger counting technology, driver safety recording and on-board passenger Wi-Fi. The ITO is run heavily on data supplied by Heathrow’s Dynamic Model of Operations (DMO). Dynamic Model of Operations is a tool that has been developed to assist Dynamic prediction of passenger flow, with early warning indicators, enabling plan optimisation to reduce delay and identify passengers at risk of missing their connection. Performance data is captured continually and reported daily through reporting and daily dashboards, as well as monthly performance reviews. The inter-terminal operation is delivered as a part of our collaborative commitment to our passengers and the success of our airline partners. Colleague Car Park Management. Provide a dedicated team to manage 8 sites (1 multi-storey car park (cargo) and 7 surface car parks), with approximately 12 000 spaces and 31 000 users; the car park operator shall maintain a safe and secure environment 24/7/365. Management services include routine patrolling of all car parks, operational integrity of barrier control systems (excludes delegation for colleague users via Maid systems) informing the optimisation of capacity whilst informing a balanced view on the impact and accommodation needs for our bus fleet. To ensure security issues and any suspicious behaviours or activities are reported and escalated to the appropriate contacts. Colleague Car Park Bussing. Sharing a single operator with passenger bussing, targeted at optimising and accommodating inter-terminal dependancies, delivers a multitude of timetabled service schedules dependant on the colleague car park. Bus fleets are GPRS tracked, with “Real-Time” passenger information displays located at Bus Stops within the car parks and designated forecourt areas. Driver communication and on-board monitoring tools include — Driver telematics, passenger counting systems to regularly inform continuous trends or prospective schedule adjustments and CCTV (on-board and external views) for the safety and comfort of our colleagues. Bus and Coach Service Management (Central Bus Station and Satellite Areas). Heathrow Central Bus station is the UK's busiest bus and coach station with over 1 600 services each day, it is integral to the performance and seemless passenger experience to our Terminals. Responsible for the efficient operation of the 15 coaching stands, 3 local bus stops (TfL) and layover processes within the Central Bus Station. Effectively managing the arrivals and departures movements of all scheduled bus and coach services provided by TfL, National Express and other third party operators maintaining published timetables. Working with new and existing third party operators, we are developing the catchment areas for growth, in additional to introducing new destinations. Responsible for the safety and optimisation of stand allocations, the operator ensures timely dispatch of all bus and coach operator services, providing both reception hosts, ticket agents, information displays, passenger service announcements, fire prevention and security. In addition to the CBS management, operators are also responsible for the daily coordination activities within our satellite areas: West Ramp Coach Park, Terminal 3 and 5 Coach Parks and coach marshalling at all Terminal forecourts. These areas are include the first reception points for the holding coaches, before being called-forward to forecourt locations upon arrival of each passenger group. Taxi Rank and Forecourt Services. Manage the registered taxis that report to the Heathrow Taxi Feeder Park (TFP) on the Northern Perimeter road prior to them being dispatched to the terminal forecourt. The should control access to the TFP and then coordinate the release and call forward of taxis to the terminal rank locations. Upon arrival at each taxi rank, it will be required that the operator validates the driver and supports the safe and secure dispatch of passengers from that location. This operation should run effectively 24 hours a day 7 days a week. The supplier will also be responsible for the collection of all fees related to the use of The TFP. Luggage Porterage. Luggage porterage services involve the delivery of a face-to-face on demand service and pre-booked services that have been booked in advance through the Heathrow booking system. Luggage porter services are centred around the departure forecourts and arrivals baggage reclaim halls across all terminals at Heathrow. The services will typically include, but are not limited to, being open and available to on demand passenger requirements without touting for business, issuing the passenger with appropriate receipts, loading luggage onto the company branded trolleys or Geest trucks, safely pushing the luggage trolley/truck to the appropriate check-in desk (where bags are to be placed onto the check-in conveyors) or the point of onward travel of the passenger. If required by the passenger the porter is to offer appropriate information and advice to inform of Heathrow products and services, giving directions and informing passengers of appropriate rules and policies relating to airport procedures. The Porter product consists of an Arrivals and Departures service (landside), there are pre-booked and on demand services for both journeys. Indicated volume of service movements for 2017 – 90 000.