Common use of Operational Standards Clause in Contracts

Operational Standards. 8.1 The performance of the services required under this Agreement shall at all times be under the supervision and direction of an active, qualified competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, who shall at all times be subject to the direction and control of SECOND PARTY. A project manager shall be assigned to the Airports and the Port, at SECOND PARTY's expense, and shall be available during normal business hours or other hours as designated by the Airports and the Port. 8.2 SECOND PARTY shall at all times retain qualified, competent, and experienced employees at the Airport and Port to meet the requirement outlined in Exhibit “A”. SECOND PARTY's employees shall be clean, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if so judged, SECOND PARTY shall take all steps necessary to eliminate the conditions which have occasioned such judgment. 8.3 SECOND PARTY agrees that its employees shall be of sufficient number so as to properly perform the services required under this Agreement. If so directed by the Aviation Department or Port Department, SECOND PARTY shall provide for addition or reduction of employees, provided however, SECOND PARTY shall be paid only for the costs of the employees actually working at the Airports and the Port. SECOND PARTY shall provide its employees with uniforms and credentials which shall be subject to approval by the Aviation Department and Port Department. All employees shall be required to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at all times when on duty. 8.4 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port premises any employee who participates in illegal acts, who violates Airport or Port rules and regulations, or the provisions of this Agreement, or who, in the opinion of SECOND PARTY, the Aviation Department, or the Port Department is otherwise detrimental to the public interest at the Airports or Port. 8.5 In the event that a defalcation, theft, fraud or embezzlement or suspicion of same occurs or violation of 49 CFR 1542, it is SECOND PARTY’s responsibility to immediately notify the Aviation Department or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be SECOND PARTY's policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and other reports which the Aviation Department or Port Department may request. 8.7 At the Aviation Department's or Port Department’s request, SECOND PARTY shall meet with the Aviation Department or Port Department to review any complaints or concerns and to promptly correct any deficiencies regarding operations under this Agreement. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possible. 8.8 Within sixty (60) days of execution of this agreement SECOND PARTY and the Contract Administrator will develop a Hurricane Response Plan in conjunction with the Airports, the Port, and the SHERIFF’s Office. The Plan must address the sourcing of additional or replacement security officers from outside the South Florida geographic area to backfill the employees of SECOND PARTY affected by a storm.

Operational Standards. 8.1 5.1 Contractor agrees that it shall provide and make available at the Assigned Areas the types of Shared Ride and Limousine Service as proposed in Contractor’s Proposal to the extent approved by Contract Administrator and as required by this Agreement. The performance services Contractor must provide shall include, but not be limited to all services identified in Contractor’s Proposal, except such services as have been disapproved or modified by County. Contractor shall not change, remove, or modify any services provided hereunder without the prior written consent of the Aviation Department. In addition, the Aviation Department may require the addition of certain services, as may be agreed to between the parties, which are in public demand. The maximum waiting time for passengers using Contractor’s Shared Ride service shall not exceed thirty (30) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport. The maximum wait time for passengers using Limousine Service shall not exceed ten (10) minutes from the time the customer requests the service until the vehicle is loaded and departs the Airport. 5.2 The only exception to this Section 5.2 is that the maximum waiting period may be extended for good cause when a special purpose vehicle normally assigned to the Airport has been previously dispatched from the Airport. In such case, Contractor shall make all efforts to minimize the waiting time for the passenger, including obtaining service for the passenger from an alternative provider, without additional cost (over the normal cost of providing service) to the passenger. 5.3 No comingling of passengers shall be permitted with respect to departing passengers; that is, Contractor shall not carry passengers that will be departing from an airport other than the Airport in the same vehicle as passengers that will be departing from the Airport. 5.4 Contractor shall forward to the Aviation Department, on a monthly basis, a list of any questions or complaints, whether verbal or written, from either the public or the Aviation Department, accompanied by Contractors’ resolution of any such complaints. Contractor shall respond verbally or in writing to the complainant within one (1) calendar day, regardless of whether the complaint was initiated by a member of the public, employees of the Aviation Department, any other third party. Contractor shall be required to investigate the nature of the complaint and contact the complainant to get their contact information, including their name, phone number and email address, if available. Contractor shall respond to the initial complaint in the same manner in which complainant made their initial complaint, i.e. if the complaint was made via phone call or email, Contractor shall respond through the same medium of communication. Contractor shall then be required to follow up in writing to the complainant with a resolution/close out of said complaint within five (5) calendar days following the initial complaint. Contractor shall copy the Contract Administrator on all correspondence regarding any such complaints. At the request of the Contract Administrator, Contractor shall meet with the Contract Administrator to review any complaints or concerns and to promptly correct any deficiencies. The Contract Administrator’s determination as to quality of operation or services shall be conclusive, and curative measures requested by the Contract Administrator shall be implemented by Contractor as expeditiously as possible. Contractor shall submit a monthly report to the Contract Administrator summarizing complaints and damage or other claims received during the preceding month as well as the resolution, if known, of such matters. 5.5 Contractor shall meet with the Aviation Department on no less than a quarterly basis (or more often, at the request of either party) to discuss business and operational issues. 5.6 At the Aviation Department’s request, Contractor shall meet with the Aviation Department to review any complaints or concerns and to promptly correct any deficiencies. The Aviation Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by Contractor as expeditiously as possible. 5.7 The hours of business during which Contractor is to conduct its operations at the Airport shall be such that the Shared Ride and Limousine Service demands of all passengers of any and all arriving flights at the Airport are met. Contractor agrees that it shall have staff available in the Customer Service Kiosks (“Kiosks”) outside each Terminal from the time of the first scheduled arrival of each day until at least forty-five (45) minutes after the actual time of the final arrival of each day in each Terminal and shall have vehicles available to provide transportation to passengers during these hours. The service hours in each Terminal may vary. Any deviation from the operating hours as specified herein must be approved by the Aviation Department. 5.7.1 It will be the responsibility of Contractor to monitor flight times on a daily basis and to ensure that it has sufficient staff and vehicles to operate during the hours established in Section 5.7. In the event of flight delays, Contractor is required under to continue to operate and offer transportation services pursuant to Section 5.7. 5.7.2 Variations from the operating hour’s requirements must be approved in writing by the Aviation Department prior to any implementation of said change. Contractor may request an adjustment of hours, but must demonstrate why this Agreement adjustment is necessary, and will not cause a significant diminution of customer service. The Aviation Department will consider any such requests and will decide, in its sole and absolute discretion, whether such change is warranted. 5.7.3 The operating hours shall be prominently posted at each Operations Area and Kiosk. Such operating hour’s signage must be permanent in appearance. The posting of operating hours, however, does not negate the contractual requirement for adherence to Section 5.7 herein. 5.8 The management and operation of the Concession shall at all times be under the supervision and direction of an active, qualified qualified, competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, manager (“Manager”) who shall at all be an employee of Contractor and all times be subject to the direction and control of SECOND PARTY. A project manager shall be assigned to the Airports and the Port, at SECOND PARTY's expense, and Contractor. 5.9 The Manager or a Duty Manager shall be available at the Assigned Areas during normal business all hours of operation. The Manager or other a Duty Manager shall be available by telephone twenty-four (24) hours as designated per day, seven (7) days per week with the ability to be at the Airport within thirty (30) minutes if necessary. Contractor shall supply a single mobile or cellular communication device to the Manager or Duty Manager that may be used by the Airports and Aviation Department to reach, at all times, the Portperson who is responsible for the Contractor’s operation. 8.2 SECOND PARTY 5.10 Contractor agrees to develop a policy outlining the rules, regulations, and operating procedures which apply to its employees within sixty (60) calendar days after execution of this Agreement and to submit same for approval of the Aviation Department. Contractor shall not modify or deviate from this policy without the prior written approval of the Aviation Department. A failure of Contractor to comply with the policy approved by the Aviation Department shall be a default under this Agreement, entitling County to exercise any and all remedies available hereunder. Contractor agrees to demonstrate compliance with the rules, regulations and operating procedures contained within the policy. Contractor agrees to comply with all federal, state and local laws, ordinances, rules and regulations, including but not limited to those rules published by the Aviation Department with respect to the Airport. 5.11 The operations of Contractor, its employees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb or be offensive to others. All employees of Contractor must conduct themselves at all times in a courteous manner toward the public and in accordance with the rules, regulations and policies developed by Contractor and approved by the Aviation Department. 5.12 Contractor agrees that it shall have sufficient employees to staff Operations Areas, as well as to operate vehicles, so as to properly conduct Contractor’s operations. 5.13 Contractor shall at all times retain qualified, competent, and experienced employees at the Airport and Port to meet the requirement outlined in Exhibit “A”conduct its operations. SECOND PARTY's Contractor’s employees shall be clean, courteous, efficient, and neat in appearance. SECOND PARTY Contractor shall not employ any person or persons at the Airport or in or about the premises its vehicles who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's Contractor’s representatives is objectionable, and if so judged, SECOND PARTY Contractor shall take all steps necessary to eliminate the conditions which have occasioned such judgment. Contractor shall maintain a friendly and cooperative relationship with other tenants on the premises of the Airport, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the quality of the services offered at the Airport, or be incompatible to the best interest of the public or the Airport. 8.3 SECOND PARTY 5.14 Contractor agrees that its employees shall be of sufficient number so as to properly perform the services required under this Agreement. If so directed by the Aviation Department or Port Department, SECOND PARTY shall provide for addition or reduction of employees, provided however, SECOND PARTY franchisees or subcontractors shall be paid only for the costs not engage in soliciting business or meeting potential or pre-reserved passengers at any area of the employees actually working Airport, except at the Airports Kiosk Locations and the Portany other Assigned Areas. SECOND PARTY shall provide Contractor, its employees with uniforms and credentials which or contractors shall be subject not pay or otherwise induce a skycap or other person to approval by the Aviation Department and Port Department. All employees shall be required solicit passengers on behalf of Contractor or to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at all times when on dutydirect passengers to use Contractor’s services. 8.4 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port premises any employee who participates in illegal acts, who violates Airport or Port rules and regulations, or the provisions of this Agreement, or who, in the opinion of SECOND PARTY, the Aviation Department, or the Port Department is otherwise detrimental to the public interest at the Airports or Port. 8.5 In the event that a defalcation, theft, fraud or embezzlement or suspicion of same occurs or violation of 49 CFR 1542, it is SECOND PARTY’s responsibility to immediately notify the Aviation Department or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be SECOND PARTY's policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and other reports which the Aviation Department or Port Department may request. 8.7 At the Aviation Department's or Port Department’s request, SECOND PARTY shall meet with the Aviation Department or Port Department to review any complaints or concerns and to promptly correct any deficiencies regarding operations under this Agreement. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possible. 8.8 Within sixty (60) days of execution of this agreement SECOND PARTY and the Contract Administrator will develop a Hurricane Response Plan in conjunction with the Airports, the Port, and the SHERIFF’s Office. The Plan must address the sourcing of additional or replacement security officers from outside the South Florida geographic area to backfill the employees of SECOND PARTY affected by a storm.

Operational Standards. 8.1 The performance installation of advertising units, maintenance and service shall take place whenever possible during hours of minimum passenger and visitor activity and at such times as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be utilized by Concessionaire and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the services required Proposal Documents and further agrees to update such Plans if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement entitling the County to exercise any and all remedies available hereunder. 8.4 Concessionaire shall ensure that the management, maintenance, and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of an active, a qualified competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, general manager ("Manager") who shall at all times be an employee of Concessionaire and subject to the direction and control of SECOND PARTYConcessionaire. A project manager shall be assigned to the Airports and the Port, at SECOND PARTY's expense, and The Manager shall be available during normal business twenty- four (24) hours or other hours as designated by per calendar day, seven (7) calendar days per week with the Airports and the Port. 8.2 SECOND PARTY shall at all times retain qualified, competent, and experienced employees ability to be at the Airport and Port to meet within thirty (30) minutes if necessary. Concessionaire shall provide the requirement outlined in Exhibit “A”. SECOND PARTYAviation Department with emergency telephone numbers at which Concessionaire's employees shall Manager or designee may be cleanreached twenty-four (24) hours a day, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in seven (7) days a loud, boisterous or otherwise improper mannerweek. The Aviation Department Manager shall make, at a minimum, weekly inspections of all advertising units and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if so judged, SECOND PARTY shall take all steps necessary actions to eliminate maintain the conditions which have occasioned such judgmentadvertising units in "as new" condition. 8.3 SECOND PARTY 8.5 Concessionaire further agrees that its employees shall to assign a qualified employee to be in charge of sufficient number so as to properly perform the services required and facilities offered under this AgreementAgreement and to be available in the absence of the Manager. 8.6 Concessionaire shall forward to the Aviation Department, on a monthly basis, a written report which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. If so directed Questions or complaints regarding the quality of services or rates of Concessionaire which are received by the Aviation Department or Port Departmentmay be submitted to Concessionaire for response and resolution. Concessionaire shall respond, SECOND PARTY shall in writing, to all complaints within seven (7) calendar days following receipt of a complaint and contemporaneously provide for addition or reduction of employees, provided however, SECOND PARTY shall be paid only for the costs of the employees actually working at the Airports and the Port. SECOND PARTY shall provide its employees with uniforms and credentials which shall be subject to approval by the Aviation Department and Port Departmentwith a copy of the response. All employees Concessionaire shall include its Manager's email address on all customer receipts in order to enable customer comments or complaints to be required to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at all times when on duty. 8.4 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port premises any employee who participates in illegal acts, who violates Airport or Port rules and regulations, or the provisions of this Agreement, or who, in the opinion of SECOND PARTY, the Aviation Department, or the Port Department is otherwise detrimental addressed to the public interest at the Airports or Port. 8.5 In the event that a defalcation, theft, fraud or embezzlement or suspicion of same occurs or violation of 49 CFR 1542, it is SECOND PARTY’s responsibility to immediately notify the Aviation Department or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be SECOND PARTY's policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and other reports which the Aviation Department or Port Department may requestManager. 8.7 At the Aviation Department's or Port Department’s request, SECOND PARTY Concessionaire shall meet with the Aviation Department or Port Department to review any complaints or concerns and, thereafter, immediately comply with any action the Aviation Department directs Concessionaire to take to further correct and to promptly correct resolve any deficiencies regarding operations under this Agreementcomplaint. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possiblebinding on County and Concessionaire. 8.8 Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual") which shall apply to its employees. Within sixty (60) calendar days of execution the Effective Date, Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of this agreement SECOND PARTY the Aviation Department. If County fails to respond in thirty (30) days, the Operations Manual shall be deemed to have been approved. 8.9 The operations of Concessionaire and Concessionaire's employees, invitees, suppliers and contractors shall be conducted in an orderly and proper manner so as not to annoy, disturb, or be offensive to others. At all times, Concessionaire and Concessionaire's employees, invitees, suppliers and contractors are required to conduct themselves in a courteous manner toward the Contract Administrator will develop a Hurricane Response Plan public and in conjunction accordance with the AirportsOperations Manual. 8.10 Concessionaire shall at all times retain qualified employees at the Airport to conduct Concessionaire’s operations. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport and shall not engage in open or public disputes, disagreements, or conflicts tending to deteriorate the Portquality of the services offered at the Airport, and or be incompatible to the SHERIFF’s Office. The Plan must address best interest of the sourcing of additional public or replacement security officers from outside the South Florida geographic area to backfill the employees of SECOND PARTY affected by a stormAirport.

Operational Standards. 8.1 The performance installation of advertising units and maintenance service shall take place whenever possible, during hours of minimum passenger and visitor activity and at such hours as approved by the Aviation Department. 8.2 Concessionaire shall prepare a standard form of advertising contract to be submitted by it for its advertising services and shall submit same to the Aviation Department for approval prior to offering any advertising services. 8.3 Concessionaire agrees to implement the Marketing Plan and the Management Plan (collectively, "Plans"), developed and submitted to County as part of the services required Proposal Documents and further agrees to update such Plans, if directed by the Aviation Department and submit such updated Plans for consent by the Aviation Department. Concessionaire shall not modify or deviate from any of the Plans submitted in the Proposal Documents without the prior written approval of the Aviation Department. The burden of proving compliance with the Plans rests with the Concessionaire, and a failure by Concessionaire to comply with the Plans approved by the Aviation Department shall be a default under this Agreement Agreement, entitling the County to exercise any and all remedies available hereunder. 8.4 The management, maintenance and operation of the advertising units installed at the Advertising Locations shall at all times be under the supervision and direction of an active, a qualified competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, general manager ("Manager") who shall at all times be an employee of the Concessionaire and subject to the direction and control of SECOND PARTYthe Concessionaire. A project manager shall be assigned to the Airports and the Port, at SECOND PARTY's expense, and The Manager shall be available during normal business twenty-four (24) hours or other hours as designated by per calendar day, seven (7) calendar days per week with the Airports and the Port. 8.2 SECOND PARTY shall at all times retain qualified, competent, and experienced employees ability to be at the Airport and Port to meet within thirty (30) minutes if necessary. Concessionaire shall provide the requirement outlined in Exhibit “A”. SECOND PARTYAviation Department with emergency telephone numbers at which Concessionaire's employees shall Manager or designee may be cleanreached twenty-four (24) hours a day, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in seven (7) days a loud, boisterous or otherwise improper mannerweek. The Aviation Department Manager shall make at a minimum, weekly inspections of all advertising units and Port Department shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if so judged, SECOND PARTY shall take all steps necessary actions to eliminate maintain the conditions which have occasioned such judgmentadvertising units in "as new" condition. 8.3 SECOND PARTY 8.5 The Concessionaire further agrees that its employees shall to assign a qualified subordinate to be in charge of sufficient number so as to properly perform the services required and facilities offered under this Agreement. If so directed by , and to be available in the Aviation Department or Port Department, SECOND PARTY shall provide for addition or reduction of employees, provided however, SECOND PARTY shall be paid only for the costs absence of the employees actually working at the Airports and the Port. SECOND PARTY shall provide its employees with uniforms and credentials which shall be subject to approval by the Aviation Department and Port Department. All employees shall be required to wear the appropriate approved uniforms and site specific credentials provided by SECOND PARTY at all times when on dutyLocal Manager. 8.4 SECOND PARTY 8.6 Concessionaire shall immediately remove and keep removed from the Airports and the Port premises any employee who participates in illegal acts, who violates Airport or Port rules and regulations, or the provisions of this Agreement, or who, in the opinion of SECOND PARTY, forward to the Aviation Department, on a monthly basis, a written report, which contains a list of any complaints, whether the complaints were made verbally or in writing, and an explanation of Concessionaire's resolution of all such complaints. Questions or complaints regarding the Port Department is otherwise detrimental quality of services or rates of Concessionaire, which are received by the Aviation Department, may be submitted to the public interest at the Airports or Port. 8.5 In the event that Concessionaire for response and resolution. Concessionaire shall respond, in writing, to all complaints within seven (7) calendar days following receipt of a defalcation, theft, fraud or embezzlement or suspicion of same occurs or violation of 49 CFR 1542, it is SECOND PARTY’s responsibility to immediately notify complaint and contemporaneously provide the Aviation Department with a copy of its response. Concessionaire shall include its general manager's email address on all customer receipts in order to enable customer comments or Port Department of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure includingcomplaints, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be SECOND PARTY's policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY must sign a pre-employment statement stating they are aware they will be investigated and prosecuted addressed to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 SECOND PARTY shall provide periodic reports, including, but not limited to, training reports, safety training, and other reports which the Aviation Department or Port Department may requestgeneral manager. 8.7 At the Aviation Department's or Port Department’s request, SECOND PARTY Concessionaire shall meet with the Aviation Department or Port Department to review any complaints or concerns and thereafter, immediately comply with any action the Aviation Department directs Concessionaire to promptly take to further correct and resolve any deficiencies regarding operations under this Agreementcomplaint. The Aviation Department's and Port Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possibleconclusive. 8.8 Within Concessionaire shall develop a policy outlining the rules, regulations, and operating procedures ("Operations Manual"), which shall apply to its employees. Concessionaire shall submit its Operations Manual to the Aviation Department for review and consent, within sixty (60) calendar days following the Commencement Date. Concessionaire shall not modify or deviate from the Operations Manual without the prior consent of execution the Aviation Department. 8.9 The operations of this agreement SECOND PARTY Concessionaire and Concessionaire's Parties, shall be conducted in an orderly and proper manner so as not to annoy, disturb or be offensive to others. At all times, Concessionaire and Concessionaire's Parties are required to conduct themselves in a courteous manner toward the Contract Administrator will develop a Hurricane Response Plan public and in conjunction accordance with the AirportsOperations Manual. 8.10 Concessionaire shall at all times, retain qualified employees at the PortAirport to conduct its operations. Concessionaire's employees shall be clean and neat in appearance. Concessionaire shall maintain a cooperative relationship with other concessionaires at the Airport, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the SHERIFF’s Office. The Plan must address quality of the sourcing services offered at the Airport, or be incompatible to the best interest of additional the public or replacement security officers from outside the South Florida geographic area to backfill the employees of SECOND PARTY affected by a stormAirport.

Operational Standards. 8.1 7.1 The performance hours of business during which SECOND PARTY is to conduct its operations at the GC parking garage shall be as approved, as amended from time to time, by the Facilities Maintenance Division. The hours of business during which the SECOND PARTY is to conduct its business at the JC garage is from 7 AM to 7 PM Monday through Friday excluding legal holidays when the Courthouse is closed. The SECOND PARTY shall provide adequate personnel at all times and this requirement shall be reflected in its management and operation plan. The SECOND PARTY shall provide additional or reduced staffing at such times as may be determined between the SECOND PARTY and the Facilities Maintenance Division. 7.2 SECOND PARTY agrees to implement the management and operation plans , submitted by SECOND PARTY in the Business Plan, (Exhibit G) and further agrees to update the plans on an annual basis, if so directed by the Facilities Maintenance Division, and submit such updated plans for approval by the Facilities Maintenance Division. The burden of proving compliance with the management and operation plans rests with the SECOND PARTY. The Facilities Maintenance Division must approve all revisions and/or updates to said plans in writing, and the SECOND PARTY agrees to demonstrate compliance with the rules, regulations, and operating procedures contained within the management and operation plans. A failure to comply with the management and operation plans that has been approved by the Facilities Maintenance Division shall be a default under this Agreement, entitling the COUNTY to exercise any and all remedies available hereunder. Reasonable questions or complaints regarding the SECOND PARTY's compliance with the Management and Operation Plans, whether raised by customers' complaints or on the Facilities Maintenance Division's own initiative or otherwise, may be submitted in writing by the Facilities Maintenance Division to SECOND PARTY, and a written response will be provided by SECOND PARTY within seven (7) calendar days thereafter. In addition, at the Facilities Maintenance Division's request, SECOND PARTY shall meet with the Facilities Maintenance Division to review any complaints or concerns and to promptly correct any deficiencies 7.3 The management and operation of the services required under this Agreement GC and JC Parking Garages shall at all times be under the supervision and direction of an active, qualified competent local project manager, and such other staff as may be necessary to act in the absence of the project manager, resident manager who shall at all times be subject to the direction and control of the SECOND PARTY. A project . 7.4 The resident manager shall be assigned to the Airports GC and the Port, at SECOND PARTY's expense, JC Parking Garages and shall be available during normal business hours or other hours as designated by the Airports Facilities Maintenance Division. The SECOND PARTY further agrees to assign a qualified assistant resident manager to be in charge of the public operations and to be available in the Portabsence of the resident manager and to act on behalf of the resident manager. 8.2 7.5 SECOND PARTY shall at all times retain qualified, competent, and experienced employees at the Airport and Port Parking Garages to meet the requirement outlined in Exhibit “A”conduct its operations. SECOND PARTY's employees shall be clean, courteous, efficient, and neat in appearance. SECOND PARTY shall not employ any person or persons in or about the premises who shall use improper language, or act in a loud, boisterous or otherwise improper manner. The Aviation Department and Port Department Facilities Maintenance Division shall be the sole judge on the question as to whether the conduct of SECOND PARTY's representatives is objectionable, and if so judged, SECOND PARTY shall take all steps necessary to eliminate the conditions which have occasioned such judgment. SECOND PARTY shall maintain a friendly and cooperative relationship with other tenants on the premises of the Parking Garages, and shall not engage in open or public disputes, disagreements, or conflicts, tending to deteriorate the quality of the services offered at the Parking Garages, or be incompatible to the best interest of the public or the COUNTY. 8.3 7.6 The SECOND PARTY agrees that its employees shall be of sufficient number so as to properly perform manage the services required under this AgreementParking Garages. If so directed by the Aviation Department or Port DepartmentFacilities Maintenance Division, the SECOND PARTY shall provide for addition or reduction of employees, provided however, the SECOND PARTY shall be paid only reimbursed for the costs of the employees actually working at the Airports and the Portfor additional employees. The SECOND PARTY shall provide its employees with uniforms and credentials badges which shall be subject to approval by the Aviation Department and Port DepartmentFacilities Maintenance Division. All employees shall be required to wear the appropriate approved uniforms and site specific credentials badges provided by the SECOND PARTY at all times when on duty. The SECOND PARTY agrees to ensure that the employees and uniforms are clean and neat. 8.4 7.7 SECOND PARTY shall immediately remove and keep removed from the Airports and the Port Parking Garages premises any employee who participates in illegal acts, who violates Airport or Port COUNTY’s rules and regulations, or the provisions of this Agreement, or who, in the opinion of the SECOND PARTY, the Aviation Department, PARTY or the Port Department Facilities Maintenance Division is otherwise detrimental to the public interest at the Airports or PortParking Garages. 8.5 7.8 SECOND PARTY shall charge users of the Parking Garages only those rates which are established from time to time in writing by COUNTY. 7.9 If SECOND PARTY charges any patron a price in excess of the established schedule of rates, the amount by which the actual charge exceeds the established rate shall constitute an overcharge which, upon demand of the patron or of the Facilities Maintenance Division shall be promptly refunded to the patron. The amount of any such refund shall be deducted from the Gross Revenues, provided that suitable substantiating evidence of such refund is provided to the Facilities Maintenance Division by the SECOND PARTY and provided further that the amount of said overcharge is, or has been, deposited as part of Gross Revenues in the bank account designated hereunder. If the SECOND PARTY charges any patron a price which is less than the established schedule of rates, the amount by which the actual charge is less than the established rate schedule shall constitute an undercharge, and an amount equivalent thereto shall, upon demand by the Facilities Maintenance Division, be paid by SECOND PARTY into the bank account designated for the deposit of Gross Revenues hereunder. 7.10 SECOND PARTY shall handle and report, satisfactory to the Facilities Maintenance Division, all claims made for losses or damages to or within the Parking Garages area. 7.11 The SECOND PARTY shall remove from the Parking Garages any parked vehicle, if directed by the Facilities Maintenance Division. The towing service company which is approved by the Facilities Maintenance Division to perform such service shall be used. All vehicles shall be towed to the site designated by the Facilities Maintenance Division. 7.12 The SECOND PARTY shall cause a physical inventory of all vehicles parked within the GC Parking Garage to be made and recorded during the hours between approximately 11 PM and 6:00 AM, each day.. Such physical inventories shall be conducted in such manner as to record the date and the general parking area where the vehicle is located, state of licensing, and license number of each vehicle parked in the Public Parking Areas, utilizing the license plate inventory equipment provided by the COUNTY for such data gathering. Such data will be made available to the Facilities Maintenance Division, upon request. The requirements of this paragraph may be adjusted by the Facilities Maintenance Division at any time. 7.13 The SECOND PARTY shall receive prior written approval of the Facilities Maintenance Division of the type and cost of a telephone system (including long distance and cellular service). The SECOND PARTY shall establish and manage all phone service needed for the operation and management of all GC and JC public and employee parking services. 7.14 In the event that a defalcation, theft, fraud or embezzlement or suspicion of same occurs or violation of 49 CFR 1542occurs, it is the SECOND PARTY’s ’S responsibility to immediately notify the Aviation Department or Port Department Facilities Maintenance Division of the incident or suspected incident. SECOND PARTY also agrees to provide full disclosure including, but not limited to, copies of police reports of investigation, reports to bonding company, bonding company's findings, claims filed with crimes insurance carrier, and reports of any action taken against an employee. It must be SECOND PARTY's policy to prosecute any employee found to be involved in theft, fraud, embezzlement or any similar activity. All employees of SECOND PARTY PARTY, from manager on down, must sign a pre-employment statement stating they are aware they will be investigated and prosecuted to the fullest extent of the law for any theft, fraud, embezzlement or similar activity. 8.6 7.15 SECOND PARTY shall provide periodic operational reports, including, but not limited to, training reportsmonthly profit/loss statement, safety trainingrevenue/ expense per space by lot, budget performance and variance report, transactional summary by lot, utilization reports by lot, exception transaction trend report by lot, daily lot counts and other reports which the Aviation Department or Port Department Facilities Maintenance Division may request. 8.7 7.16 At the Aviation DepartmentFacilities Maintenance Division's or Port Department’s request, SECOND PARTY shall meet with the Aviation Department or Port Department Facilities Maintenance Division to review any complaints or concerns and to promptly correct any deficiencies regarding operations under this Agreement. The Aviation DepartmentFacilities Maintenance Division's and Port Department’s determination as to quality of operation or services shall be conclusive and curative measures shall be implemented by SECOND PARTY as expeditiously as possible. 8.8 Within sixty (60) days of execution of this agreement SECOND PARTY and the Contract Administrator will develop a Hurricane Response Plan in conjunction with the Airports, the Port, and the SHERIFF’s Office. The Plan must address the sourcing of additional or replacement security officers from outside the South Florida geographic area to backfill the employees of SECOND PARTY affected by a storm.