Operations Management

Operational and contract compliance are vital components of the Commercial Services Program’s mission to provide a good experience for national visitors. Contract and operations management involves working with concessioners through processes to ensure:

  • Quality services
  • Reasonable rates
  • Well-maintained facilities
  • Environmental stewardship

The Standards, Evaluation and Rate Administration (SERA) program is the primary tool used in operations management.

How Does the SERA Program Work?

The SERA program requires evaluation of concessions operations annually. Concessions specialists gather information to generate annual overall rating for the concession based on the following factors:

This annual rating determines the contract renewal and addresses any issues that may need improvement.

How Are Rates Determined?

The rate approval process includes methods and systems for review and approval of concessioner rates. The process ensures that rates and services are in accordance with laws, regulations, and National Park Service policy.
Annually, park superintendents review and approve rates. Various rate methods determine rate administration depending on the type of product or service.

How Do Concessions Affect the Environment?

Each concessioner is required to have a written environmental management program. Third-party contractors periodically audit Category I and Category II contracts with four primary goals:

  1. Achieve and maintain environmental compliance
  2. Promote environmental management and advance environmental strategies
  3. Increase concessioner awareness and knowledge of environmental topics and programs
  4. Lead by example and recognize services that demonstrate environmental excellence

Are Risk Management Programs Required?

The Occupational Safety and Health Act of 1970 requires concessioners develop a risk management program to minimize risk and loss due to accident, illness, or injury. Concessions specialists periodically review the program to ensure compliance. Concessioners who prepare or serve food are subject to inspection by a Public Health Service representative.

Last updated: January 16, 2020