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Customer Focus Group Meeting

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

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Customer Focus Group Meeting

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  1. Customer Focus Group Meeting Rental Vehicles State Term Contract Contract No. 518-020-10-1 May 21, 2014

  2. Welcome & Introductions Meeting Facilitator Trey Collins, Division of State Purchasing Contract Manager Michelle MacVicar, Division of State Purchasing Customer Focus Group Please 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. Overview of the Current Contract • 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 Overview of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  6. Rental Cars Overview • 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 Elements of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  7. Rental Trucks Overview • 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 Elements of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  8. Discussion of Current Contract • 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? Elements of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  9. Results of DMS Customer Survey • 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 Elements of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  10. Rental Locations 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

  11. Tallahassee Rental Locations Of the respondents in Tallahassee, approximately 80% rent vehicles from either the Southwood or Downtown location. Procurement Opportunity Customer Survey Results Contract Performance Opportunities for Improvement

  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.

  13. Other Rental & Service Issues • 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? Procurement Opportunity Customer Survey Results Contract Performance Opportunities for Improvement

  14. Possibilities for Improvement

  15. Other Possibilities for Improvement • Toll Payment Process • Additional Training for Contractor Staff Regarding Provisions of State Term Contract • Customer Information Materials • Vehicle Return & Security Issues Elements of the Current Contract Discussion of Current Contract Results of DMS Customer Survey Possibilities for Improvement Final Thoughts & Closing

  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; trey.collins@dms.myflorida.com Michelle MacVicar, Contract Manager (850) 414-6131; michelle.macvicar@dms.myflorida.com

  18. Thank you for your participation in today’s meeting.

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