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Customer Focus Group Meeting. Rental Vehicles State Term Contract C ontract No. 518-020-10-1 May 21, 2014. Welcome & Introductions. Meeting Facilitator Trey Collins, Division of State Purchasing Contract Manager Michelle MacVicar, Division of State Purchasing Customer Focus Group - PowerPoint PPT Presentation
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Craig J. Nichols, Secretary
Customer Focus Group Meeting
Rental Vehicles State Term ContractContract No. 518-020-10-1
May 21, 2014
2
Welcome & Introductions
Meeting FacilitatorTrey Collins, Division of State Purchasing
Contract ManagerMichelle MacVicar, Division of State Purchasing
Customer Focus GroupPlease state your full name and your agency
3
Meeting Guidelines
Please turn off / silence cell phones
If you have to leave the telephone, please do not put your line on hold; hang-up and call back
Feel free to ask questions at any time
Please state your full name and agency name when speaking
4
Meeting Agenda
• Overview of the Current Contract
• Discussion of Current Contract
• Results of DMS Customer Survey
• Discuss Possibilities for Improvement
• Final Thoughts & Closing
5
Table of ContentsOverview of the Current Contract
Overview of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
• Contract Term: 9/30/09 – 9/29/14 State Purchasing plans to renew the Avis contract for one year
(through 9/29/15) State Purchasing plans to allow the Enterprise contract to expire
on 9/29/14
• Contract Volume Car rentals through Avis account for more than 99 percent of
contract sales Truck rentals through Enterprise account for less than one
percent of contract sales
Contractor Total FY 12-13 Spend
% of Contract Spend
Avis Rent-A-Car $ 18,594,192 99.69%Enterprise Leasing (trucks only) $ 57,393 0.31%Total $ 18,651,585 100%
6
Table of ContentsRental Cars Overview
Elements of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
• Rental discounts offered average 70.4% off list price (includes insurance and loss damage waiver (LDW) savings)
• Car Rental Features Unlimited mileage Insurance and LDW included Personal use (rate only) SUV discount when executive order is issued Fuel not included
• Car Rental Locations Three Tallahassee locations: Southwood, Downtown and
Tallahassee Regional Airport 155 Avis rental locations in Florida
• Rental Car Vehicle Classes Subcompact Minivan Compact 12 Passenger Van Mid-Size/Intermediate Standard SUV Full Size 4-Door Standard SUV (Executive
Order)
7
Table of ContentsRental Trucks Overview
Elements of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
Standard Pick-Up (2500 lbs) Parcel Van (14’) 3/4 – 1 Ton Pick-Up (10,700 lbs) City Van (14’-16’) Panel Van (2500 lbs) Straight Truck (16’-24’)
• Truck rental discounts average 44% off list price
• Truck Rental Features 500 miles per day Insurance and LDW included Personal use (rate only) Fuel not included
• Truck Rental Locations One Tallahassee location (Ryder serving as subcontractor) 17 Enterprise truck rental locations in Florida
• Rental Car Vehicle Classes
8
Table of Contents
Discussion of Current Contract
Elements of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
What features of the current contract should State Purchasing retain in any new solicitation?
• Vehicle Classifications: Do we have the right vehicles?
• Mileage: Is unlimited mileage important?
• Personal Use: Mandatory or optional for vendor?
• Trucks: Do we need a state contract for truck rentals?
• Tallahassee Locations: Do we need another Tallahassee location?
• Additional Florida Locations: Do we need new locations in other areas of the state?
• Other?
9
Table of ContentsResults of DMS Customer Survey
Elements of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
• DMS issued a survey to 1,985 agency customers and received 527 responses (26.5% response rate)
• Respondents’ Primary Office Locations 67% of respondents are in Tallahassee 33% of respondents are in another part of the state
• Respondents’ Usage Levels 24% of respondents rent less than once per quarter 47% of respondents rent at least once per quarter 29% of respondents rent more than once per month
• Overall Customer Satisfaction Approximately 88% of respondents indicated that they are
satisfied or very satisfied Approximately 8% of respondents stated that they are neutral Less than 4% of respondents indicated dissatisfaction
10
Table of Contents
Procurement Opportunity
Customer Survey Results
Contract Performance
Opportunities for Improvement
• Approximately 65% of respondents rent vehicles most frequently from one of the three Tallahassee locations
• There was little consensus in the locations suggested by Respondents who selected “Other”
• In a separate question, approximately 82% of respondents indicated that their typical rental location is conveniently located to their office
Rental Locations
27%
13%
25%
10%
5%
20%
What Avis rental location do you use most frequently?
Tallahassee Southwood of -fice complexTallahassee airportTallahassee downtown lo-cationAirport location in my cityDowntown location in my cityOther
11
Table of Contents
Procurement Opportunity
Customer Survey Results
Contract Performance
Opportunities for Improvement
Of the respondents in Tallahassee, approximately 80% rent vehicles from either the Southwood or Downtown location.
Tallahassee Rental Locations
41%
20%
39%Tallahassee Southwood office complex
Tallahassee airport
Tallahassee downtown location
12
Rental & Service Issues
Of the 527 survey respondents, 68 (13%) reported experiencing an issue that was not resolved to their satisfaction. The most frequently cited issues are presented in the chart below.
Car not clean at pickup
Car reserved was not
available at pickup
Rude service Gas tank not full at pickup
Mechanical problems
Charged wrong price
No cars available for reservation
47.8%
40.3%
29.9%26.9% 26.9%
22.4%19.4%
13
Table of Contents
Procurement Opportunity
Customer Survey Results
Contract Performance
Opportunities for Improvement
• Given a damaged car at pick-up
• Problems returning vehicle
• Roadside service issues
• Reservation was lost in the system
• Charged taxes when showing tax exempt card
• Avis Sunpass transponder issues
• Other?
Other Rental & Service Issues
14
Possibilities for Improvement
51.0%
28.2%25.9%
14.0%
32.3%
What improvements to current state contract rental car services would you suggest?
15
Table of ContentsOther Possibilities for Improvement
Elements of the Current Contract
Discussion of Current Contract
Results of DMS Customer Survey
Possibilities for Improvement
Final Thoughts & Closing
• Toll Payment Process
• Additional Training for Contractor Staff Regarding Provisions of State Term Contract
• Customer Information Materials
• Vehicle Return & Security Issues
16
Final Thoughts & Closing
• Review any agency action items
• Review any DMS action items
• Rental Vehicles Industry Meeting (5/29)– Industry Meeting Public Meeting Notice (VBS Link)– Volunteers for Agency Panel
• Volunteers for evaluation or negotiation
17
Contact Information
Trey Collins, Associate Category Manager (850) 488-9996; [email protected]
Michelle MacVicar, Contract Manager (850) 414-6131; [email protected]
18
Thank you for your participation in today’s meeting.