INVESTING IN RESULTS SURVEY OF PERFORMANCE MEASURES

The City of San Jose’s Investing in Results (IIR) program was developed to monitor and record established performance measures within City departments. The following survey questions were sent to all airline and general aviation tenants in July 2003 to gather information on the Airport’s operational and customer services.

The survey results indicated that 85% of the tenants rated the Airport’s airfield, safety, efficiency, and responsiveness to general aviation and operational issues as good or excellent.

Airside Operations IIR Performance Measure Survey Questions

  1. How would you rate the responsiveness of the Manager on Duty (MOD) to situations you have been involved in?
  2. How would you rate the safety of the ramp areas?
  3. How would you rate the airport in addressing safety issues on the airfield?
  4. How would you rate the enforcement of ramp driving regulations by Airport Operations?
  5. How would you rate the response and coordination of Airport Operations to hazmat (fuel, lavatory waste, etc) spill incidents?
  6. How would you rate the responsiveness of Airport Operations to issues related to Foreign Object Debris (FOD) prevention and removal?
  7. How would you rate the efficiently of Airport Operations in managing Remain Overnight (RON) gate assignments.
  8. How would you rate Airport Operations in assisting tenants and operators with compliance of the Airports Noise Control Program and Curfew Reporting Procedure process?
  9. How would you rate Airport Operations in it’s emergency planning efforts?
  10. How would you rate Airport Operations coordination with tenants regarding their role in the Airport's emergency plan?
  11. Aside from Police, Emergency Medical Services, and Aircraft Rescue and Firefighting response, how would you rate Airport Operations response to and role in emergency situations.

General Aviation

  1. How would you rate the Airport in its management of GA hangar and tiedown facilities?
  2. How would you rate the Airport’s response to safety issues related general aviation?
  3. How would you rate the Airport’s enforcement of GA basing agreements for assigned space and use?
  4. How would you rate the Airport’s response to maintenance issues associated with GA hangar and/or tiedown spaces?
  5. How would you rate the Airport’s efforts to sustain GA support facilities (Washracks, phonebooths, maintenance shelter, etc)?