Airport Parking Shuttle System Follow-up

Image of an airport shuttle with a parking building and Denver International Airport behind.

Denver International Airport fully implemented eight recommendations made in the original audit report. The airport partially implemented five others, but it has not taken steps to address the risks of nine other recommendations. 

With documented policies and procedures for its contract administrator and a management review process for their monitoring responsibilities, the airport’s Parking and Commercial Transportation Division — formerly known as the Parking and Transportation Section — is better able to ensure that ABM Aviation Inc. — formerly known as ABM Parking Services Inc. — follows the parking shuttle services contract. And documenting customer correspondence policies in alignment with ABM and airport practices means Parking and Commercial Transportation is better able to ensure customer complaints are addressed in a timely manner.

Status of recommendations for the Airport Shuttle System Follow-up. 8 implemented. 5 partially implemented. 8 not implemented. 1 disagreed.

Remaining Risks

The recommendations the airport did not fully implement — including the one recommendation it disagreed with at the time of the original audit — present several lingering risks. Among them:

  • Parking and Commercial Transportation is not enforcing service level reviews on all airport bus routes. This means the airport cannot ensure passengers are picked up from parking lots in a timely manner.
  • Without full implementation of a new GPS tracking system, Parking and Commercial Transportation cannot verify the number of in-service bus hours that ABM bills to the airport. Until then, the airport cannot completely ensure it is paying for the correct number of in-service bus hours.
  • The airport is not conducting periodic cost-benefit analyses of the parking shuttle system contract or procuring parking shuttle and technology services in a way that maximizes competition. Parking and Commercial Transportation cannot ensure its parking shuttle system contract provides maximum value to the airport without a more competitive procurement process.

Auditor's Letter

May 4, 2023

In keeping with generally accepted government auditing standards and Auditor’s Office policy, as authorized by city ordinance, we have a responsibility to monitor and follow up on audit recommendations to ensure city agencies address audit findings through appropriate corrective action and to aid us in planning future audits.

After following up on the “Airport Parking Shuttle System” audit report issued in August 2021, we determined Denver International Airport fully implemented eight of 22 recommendations it agreed to.

During the original audit, we found Denver International Airport’s Parking and Transportation Section — now the Parking and Commercial Transportation Division — did not adequately monitor its parking shuttle services contract and did not sufficiently ensure its contractor ABM Parking Services Inc. — now ABM Aviation Inc. — complied with it. Additionally, we found the airport needed to improve its procurement practices for the parking shuttle services contract.

Based on our follow-up work, we determined the airport did not fully address all the risks associated with our initial findings. Consequently, we may revisit these risk areas in future audits to ensure the city takes appropriate corrective action.

We did not update the status of the one recommendation the airport disagreed with, as we presume it took no action toward implementing that. We include the recommendation in this report as a reference.

We appreciate the leaders and team members at Denver International Airport who shared their time and knowledge with us throughout the audit and the follow-up process. Please contact me at 720-913-5000 with any questions.

Denver Auditor's Office

Auditor's Signature
Timothy O'Brien, CPA


Timothy O'Brien Official Headshot

AUDITOR TIMOTHY O'BRIEN, CPA
Denver Auditor


Denver Auditor´s Office

201 W. Colfax Ave. #705 Denver, CO 80202
Emailauditor@denvergov.org
Call: 720-913-5000
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