According to Mike Lanam, VP for aviation and government services at HSS, Total Queue Management incorporates several components including:
Efforts by HSS
to improve security screening wait times, in conjunction with initiatives put forth by TSA (such as the self-select program), are expected to have a positive impact at DEN
, says Lanam
Analysis of the system, however, is ongoing and procedures will continue to be adjusted as needed.
"It appears that it's speeding it up, but the more important thing is that the travelers are feeling more comfortable and are given a higher level of customer service.
It's not as stressful as the previous wait in the queue lines at Denver," Lanam
All parties meet weekly to discuss how the program is working and consider improvements that could be made.
For example: TSA was originally performing a second document check on travelers after they went through the RT line (in which they already presented their documents).
In agreement with TSA, the RT attendants (HSS employees) now perform document checking for TSA.
"It was a repetitive process that really slowed down lines," Lanam
explains, but has greatly improved since HSS employees assumed the function.