202159129 - Total Queue Management (TQM) Services

Airport Terminal Operations is seeking qualified competitive proposals from entities that provide security checkpoint queue management services at Denver International Airport (DEN). Prior to the COVID-19 pandemic, DEN had been providing queue and line management services at the security checkpoints through a contracted vendor since January 2013.   As DEN’s passenger volumes quickly return, these services are again a crucial component for passenger movement through the airport between existing checkpoints. Assistance is further required as the Great Hall project progresses to additional phases impacting the redesign and construction of the security checkpoints.

Scope of work required through this process includes: 
- Management of the queue systems, customer service, and wayfinding services at the Security Checkpoints operated by the Transportation Security Administration (TSA);
- Minimize security wait times and maximize throughput at the security checkpoints through active diverting of passengers to the checkpoint(s) with the lowest wait times; and
- Provide the highest level of security and deliver excellent customer service to all DEN passengers.