PRIDE and Sacramento Intl. Airport

When SMF announced the search for a partner to provide custodial and environmental services for a 15-year contract, PRIDE Industries landed the job. PRIDE’s service area includes both secured and unsecured space in Terminal B, the airport’s ancillary buildings, and most recently, the graveyard shift for Terminal A. Work began in 2012 after the county, airport staff and PRIDE collaborated to develop a process to keep the airport clean around the clock. Creating jobs for individuals with disabilities was important to the county and airport leadership, who both value social responsibility.

The Numbers

10.9m

passengers served at SMF in 2017

#1

SMF ranked highest in customer satisfaction, medium airports, by J.D. Powers, 2017

nearly 50%

of the staff are individuals with disabilities

Sacramento International Airport

The Sacramento International Airport (SMF) is located 10 miles northwest of downtown Sacramento, California, and served approximately 10.9 million passengers in 2017. JD Power has ranked SMF as the leading mid-sized airport, and it earned designation in the top four airports in Northern America for customer service.

The Challenge

PRIDE Industries needed to exercise sensitivity as the airport transitioned from in-house custodial work to hiring PRIDE to fulfill services. The team’s challenge was to keep the airport meticulously clean, which can be difficult for a 24-hour facility. Expectations were set for PRIDE to respond quickly to all service requests while providing the highest quality service.

 

The PRIDE Solution

PRIDE reviewed the requirements and expectations with the SMF team. To ensure the project’s success, PRIDE hired new staff and conducted training for its employees as well as airport safety staff. The group performs joint quality audits to confirm all tasks are completed, and PRIDE regularly fine-tunes and recommends changes to exceed expectations.

PRIDE has also put in place detailed schedules and routes to streamline efforts and maximize efficiency. Weekly safety training takes place to protect both employees and passengers. PRIDE employees use PRIDEClean® products to provide the highest level of cleanliness and sanitation without toxic chemicals. And, PRIDE employees regularly put to work their First-Class service training.

“PRIDE’s approach to customer service at SMF has resulted in a better experience for the traveling public and airport staff.”

Chris Martin, C.M., Airport Manager, Facilities, Sacramento County Airport System

The Results

  • A collaborative plan was approved and transition completed within 4 weeks.
  • Sacramento County, which operates the airport, achieved significant cost savings.
  • Facilities are now cleaned with non-toxic products to protect employees and passengers.
  • Response times have improved.