b'SPECIAL EVENTSMSY 55The switch to in-house janitorial crews occurred five years ago, soon after the new terminal opened. Before then, MSY had relied on outsourced contracts awarded to the lowest bidder. However, enforcing vendor qualifications was difficult, and cleaning standards sometimes suffered. These days, airport employees perform janitorial functions, and a staffing agency supplies the workforce. Confluence Solutions developed the new janitorial operations program, working alongside Airport Janitorial Manager LouisLOUIS HARVEYHarvey. We just PHOTO: GREATER NEW ORLEANS SPORTS FOUNDATIONspent a billion dollars building a new terminal; lets keep it up, is how Scott Murray, chief executive officer of Confluence Solutions, New Orleans Intl Shares its Super BowlPlaybookexplains the strategy.SCOTT MURRAYMurray added training programs, BY KRISTEN RINDFLEISCH operational systems and accountability structures for the in-house Janitorial Existing AssetsOther technology supports facilityDepartment. Ever since, MSY has seen a maintenance, including a system thatdramatic improvement in its ACI Airport Scheduling Super Bowl LIX included moreService Quality rankings, rising from near twists and turns than usual. In May 2018,allows passengers to report the need for cleaning and/or restocking suppliesthe bottom of its size category to the the NFL announced that Super Bowl LVIIItop for four consecutive years. Murray would be held in New Orleans; however,in restrooms. The system also allows management to track janitorial presenceattributes the remarkable transformation to when its season was expanded to 17consistent training and a strong emphasis games, the Greater New Orleans Sportsand performance, creating a solid foundation that can be scaled up duringon employee accountability. Foundation worked with the NFL to delay their hosting one year because Super Bowlmajor events like a Super Bowl.Past Experience, New StrategiesLVIII would be held Feb. 11, 2024, justHaving technology in place and baselineWhile each Super Bowl is unique, this was three days before Mardis Grasfar toostandards already established helpedthe 11th time New Orleans has hosted one. close together for such large events. Inemployees perform under demandingMany members of the MSY team, including October 2020, the NFL announced it wasconditions. Super Bowl is a heavysome in Airport Operations and others moving Super Bowl LVIII to Las Vegas andlift, for sure. But when youre talking itfrom various airlines, had been involved in awarding Super Bowl LIX to New Orleansand training it andmanaging previous Super Bowl traffic. instead, as Mardi Gras was not until Marchdoing it every day, 4 in 2025. and everybodyDespite that valuable experience, MSY In fall 2019, the airport had openedknows what yourmanagement knew it couldnt rely on what its new terminal with common-use ticketexpectations areworked in the past because the event has counters and gates to help meet surgesevery day, you stretchevolved from a huge weekend game into a in capacity. More recently, MSY addedstaffbut youreweeklong marathon that places pressure gate use automation to enhance its abilitynot breaking them,MICHELLE WILCUT on every part of the airport. You cant go to schedule and adapt gate assignments,explains MSY Deputyin overconfident, Dolliole remarks. You which is especially valuable on busy Director of Customer Service Michellehave to plan for where Super Bowl has travel days.Wilcut. moved to. AirportImprovement.comMay | June 2025'