Big deal for Ohio as sports betting kiosks launched January 2023. 772 of them & $1100 per unit monthly so far.
You must wonder about some units with their self-declared “ADA compliant”. They don’t look ADA to us though they might meet some of ADA. Conforming to all ADA regulations is night and day different from the “we are ADA compliant” brushoff.
Further to ADA — many of these locations are going to present a challenge from ABA perspective. See our wrap on US Access Board webinar on this subject.
IDs are still physical and staff-oriented. Typically that is to assuage the more fearful supporters to get them onboard. We think it actually ends up permitting more underage (like liquor stores)
Service, installation and remote monitoring for 6 different vendors and configurations? What is in place? Most failures occur in first 120 days and we are only 60 days into the year.
Instead, nearly three weeks into the market, Erik Richman said he is still waiting, disappointing customers that arrived at his bar expecting to place bets after months of advertisements leading up to the launch. Richman was eventually told the company would roll out kiosks in phases, but he has no idea when to expect his.
Gamblers placed $850,000 on bets at sports gambling kiosks around the state, making the three kiosk vendors involved about $88,000. These kiosks were at 772 locations across the state.
These bets were made at gaming kiosks found in bars, bowling alleys and even grocery stores. This kind of betting, only done at businesses that have a liquor license, is only a sliver of Ohio’s overall sports betting market. Details from the big sportsbooks, casinos and racinos, plus their online apps, will come later.
Bettors got about $722,000 back in prize money. The state’s gross sports gaming revenue was $116,040, and $28,376 of that revenue went to the Lottery Commission.
Most of the revenue went to Sports Bet Ohio, which operates Kiosks at about 700 locations. The vendor’s machines brought in $560,000 in bets. Bettors won $473,000.
NRF 2021 Chapter One January 12-14, 19 and 21-22 in 2021 #NRF2021
NRF 2021 Chapter One Logo Image
NRF 2021: Retail’s Big Show – Chapter One brings an entire industry together, connecting visionary attendees that span the entire business universe. And with our new virtual platform, it’s convenient and easy for you to network with peers and build lasting partnerships. And June 6 see us in booth 1503 at NRF Big Show Chapter Two in New York.
As an exhibitor we have a large number of free Expo and Full Conference passes. Here are the standard costs.
Retail’s largest technology marketplace is going virtual, and you can experience it for free! The NRF 2021 – Chapter 1 Expo allows you to research the latest solutions, find the next big thing to transform your business and build new partnerships with industry leaders.
All sessions and exhibitor materials will be available to registered attendees on-demand on the NRF 2021 – Chapter 1 platform
for 30 days following the last day of the event.
WHAT’S INCLUDED WITH YOUR EXPO PASS
300 Exhibitors – Explore exhibitors through intuitive search functions, view product videos, download handouts and text chat directly with industry experts.
90 Sessions – Exhibitor Big Ideas sessions feature the latest product demos and case studies presented by the people who know – solution providers and their retail partners.
Interactive Discussion Rooms – These retailer only, small group meeting rooms are formatted to encourage interactive discussions. Pick the topic that you are most interested in and join the conversation. Limited to 50 retailers. Each topic is facilitated by the sponsor.
Schedule Meetings – Easily find exhibitors and other retailers to set up private video meetings. It’s the perfect way to make new connections and catch up with old friends.
Matchmaking – Tell us what products you’re looking for and let our AI do the rest! Get recommendations on who you talk with and schedule meetings.
Badge Game – This interactive game makes it fun to explore everything the NRF 2021 – Chapter 1 platform has to offer. Top earners will win valuable prizes throughout the event.
Booth 5727— Show floor is Nov 19-22 — Orlando Florida. Here is the main IAAPA website. In 2024, for our IAAPA kiosk show, we will have four member companies featured. Here is the registration link, and highly recommended to download the app for your phone. This year, the show information will be more robust on the phones in the app than on the usual exhibitor portal desktop page.
Free IAAPA Pass use Code: P411124M we can get more when they run out this week.
NOTE ON PASSES — Big rush on passes and IAAPA is in process of reallocating to us. It might be 24 hours from now (11/15 1:00pm) but there will be free pass code same as what is here.
Pyramid Computer — will be showing a couple of self-order and ticketing examples. Pyramid Computer was recently named THE kiosk provider for Six Flags
A letter on Six Flags letterhead dated June 27, 2024, commends Pyramid North America Inc. for revolutionizing business operations through innovative technology solutions. Signed by Omar Jacques Omran, CTO of Six Flags.
A McDonalds counterless kiosk offers a side and drink for $2.90 with your Sausage & Egg McMuffin purchase. Alternatively, get just the item for $3.99 at 480 calories. Conveniently finalize your choices using the card reader below the touch screen.
Image of a promotional flyer for REDYREFs CASH-TO-CARD Kiosks, including IAAPA kiosks. Features a kiosk machine highlighting benefits like cost reduction, secure technology, and reduced staff costs. Contact information and logos are prominently displayed at the top.
In a bustling arena, a man utilizes an IAAPA kiosk to convert cash to card. The vibrant backdrop features a buzzing food concession stand and digital menu displays illuminated under stadium lighting.
A sleek, black Cash to Card kiosk, akin to those showcased at IAAPA expos, features a touchscreen for purchasing non-reloadable cards and checking balances. The machine includes slots for cash insertion and card dispensing—perfect for modern venues.
Red hexagon with the word acquire in lowercase white letters at the center, subtly highlighting the trusted expertise of Acquire Digital. A small white hexagon appears near the top right corner, and a registered trademark symbol sits at the bottom right.
Kiosk Industry and the Kiosk Association are at the upcoming IAAPA show in Orlando. Booth# 6137. Ticketing and outdoor are major segments there; historically, it has always been “a very good show”. Be sure and stop by #4350 as well for nice demos on AI Avatars for Wayfinding from SapientX, ImageHolders and Actineon.
Free passes are down below.
This year IAAPA (or IAPPA as some call it) is SOLD-OUT and they’ve opened the parking lot to spillover wanna-exhibit folks (at a third of the regular rate. The month after IAAPA is the big digital signage show event DSE in Vegas and many of our members will be there.
November 14 thru 17th and we have free passes for it if you want to go. See below for Invite Code
IAAPA does have “IAAPA Celebrates” night Thursday night 7-1030 at SeaWorld. Free food, drinks and rides. Bus transportation to and from the hotels. Register for free Expo pass via us and you’ll have member price of $199 instead of $399.
Immerse yourself in an extraordinary night of mesmerizing marine life, thrilling rides, and captivating attractions at SeaWorld, Orlando during IAAPA Celebrates. This exclusive, limited-capacity event is the perfect finale to a week filled with new connections, renewed enthusiasm, and unforgettable moments. Join fellow IAAPA Expo attendees in this unforgettable event!
About IAAPA
AAPA Expo is the premier global event for the attractions industry, bringing together passionate professionals from around the world to shape the future of creating unforgettable guest experiences. The trade show is held annually in November at the Orange County Convention Center in Orlando, Florida.
In 2023, IAAPA Expo will be held from November 14-17. The trade show floor will feature over 1,000 exhibitors from around the world showcasing the latest products and services for the attractions industry. There will also be a variety of educational sessions, networking opportunities, and special events.
IAAPA Metrics
Attendance: Over 50,000 attendees from over 100 countries
Exhibitors: Over 1,000 exhibitors from around the world
Educational sessions: Over 200 educational sessions led by industry experts
Networking opportunities: Over 100 networking events
Special events: The IAAPA Brass Ring Awards Gala, the IAAPA Attractions Expo Awards, and more
The following are the pavilions included:
Family Entertainment
First-Time Exhibitors
Food and Beverage
Games and Arcade
Inflatables
Operations Services
Rides & Equipment
Show Production & Design
Water Park
What You Can Expect to See in Our Booth This Year
Kiosk Software for dispensing wristbands by KioWare
Westminster, CO – November 15, 2024 Come see us in Orlando next week for IAAPA 2024 #5727. 1100 exhibitors and 40,000 attendees. Did we mention free passes? We have those too. See landing page for Code. PRnewswire Here is APNews.
Our booth at IAAPA features a strong lineup of partners, including Pyramid kiosks (two units), RedyRef (two units), AcquireDigital, & TPGi. TPGi will be showcasing a demo from imageHOLDERS. In the digital signage pavilion, you can also find 22Miles and Elotouch, further demonstrating our commitment to collaboration and innovation. Don’t forget too that several members are in digital signage pavilion (22Mikes and Elo). Our next tradeshow after IAAPA is NRF in January.
We want to say thanks to new members Crane CPI, SKG Manufacturing, EasyPay, Ventus (Digi), POSBank with great POS systems and DPL WIreless for their support. Membership has grown such that we are now limiting entry. Having someone with experience to talk to is great, but there is only one of us.
Thoughts this month – tariffs in February are high probability. Chinese prices go up (60%) and so do the US prices. Not sure who wins there. We have 45 Shenzen participants and monitor (whatsapp). Also — bitcoin has gone thru the roof thanks to election. People on the move this week include Dot Pad and Olea Kiosks.
Latest
• WIreless Modems and Router Suppliers
• Kiosk Manufacturer – SKG
• JCPenney Kiosk – Innovative Use of Handheld M60 by Elo
• Redbox Shut Down – An Obituary
• Picking a Kiosk Manufacturer – Tips
• Security Stadium Biometrics – Fan Experience, Safer, Data Insights
• Hospitality Breach News – P2P Encryption for Payment Processing
• Airport & Airline Accessibility ADA Kiosks
• C-Store Retailers Employee Training and Self Service
• Restaurant Kitchen Employee Hygiene
• Wristband Printing Wristband Tickets
Contact [email protected] with questions or contacts. We accept no financial commission or paid advertising.
About Kiosk Industry
Your best source for opinions, insights, news, and market trends for self-service kiosks, digital signage, POS, and more. Learn from the experts. We are a “co-op” of over 700 companies.
Our mission is to inform and educate. Accessibility, ADA, PCI, UL are some of our focus points. Join us for informative Q&A webinars and weekly or monthly update emails (no ads).
Thanks to the companies who make this possible.
Good example of PCI and POS. Canada and Vancouver in this instance.
Typical project RFP
Vancouver Civic Theatres and Vancouver Park Board seek a Point of Sale (POS) Solution, professional implementation services, and ongoing software maintenance & support services (with SLAs).
The selected POS Solution must meet the following Mandatory requirements: if any of the Mandatory requirements is not met, the City will not evaluate the Proposal.
MANDATORY requirements:
the POS Solution must be PCI 4.0-compliant;
use Moneris as the payment card processor with P2PE pin pad integration;
integrate with TracRite Optimum Control;
integrate with SAP (Finance and Inventory Management); and be in a production environment for at least 1 year with at least 3 government or large organizations.
Vancouver Civic Theatres (VCT) provides its patrons with both mobile and in person food and beverage options prior to shows and during intermission at 4 locations with 44 POS Terminals. The POS system is integrated with P2PE pin pads. The current POS system is end of life and needs to be replaced.
Vancouver Park Board (VPB) provides their clients with both mobile and in person food and beverage options at City Parks and Beaches and Pitch & Putts, in 15 locations with 27 POS Terminals. The POS system is not currently integrated with the accompanying pin pads for VPB and this is required. The City’s goal is to automate manual processes where possible with the POS Solution.
The managers within VCT and VPB will need access to reporting and analysis to allow them to:
determine the total cost of inventory vs. sales
identify where there may be opportunities to tailor food and beverages offerings for specific events and/or audiences
identify how to optimize the City’s investment in the POS Solution
The City has invested many hours into creating the existing food and beverage menus/items/recipes: the successful proponent is expected to migrate the City’s data into a new POS platform and maintaining the data relationships, without losing or compromising any City data during the implementation of the POS solution.
Interested in PCI requirements? 68 page document will tell you
1.1 Processes and mechanisms for installing and maintaining network security controls are defined
1.1.1 All security policies and operational procedures that are identified in Requirement 1 are:
•
Documented.
•
Kept up to date.
•
In use.
•
Known to all affected parties.
1.1.2 Roles and responsibilities for performing activities in Requirement 1 are documented, assigned, and unde
1.2 Network security controls (NSCs) are configured and maintained.
1.2.1 Configuration standards for NSC rulesets are:
•
Defined.
•
Implemented.
•
Maintained.
1.2.2 All changes to network connections and to configurations of NSCs are approved and managed in accordan
Requirement 6.5.1.
Applicability Notes
Changes to network connections include the addition, removal, or modification of a connection.
Changes to NSC configurations include those related to the component itself as well as those affecting how it pe
1.2.3 An accurate network diagram(s) is maintained that shows all connections between the CDE and other net
Applicability Notes
A current network diagram(s) or other technical or topological solution that identifies network connections and d
1.2.4 An accurate data-flow diagram(s) is maintained that meets the following:
•
Shows all account data flows across systems and networks.
•
Updated as needed upon changes to the environment.
Applicability Notes
A data-flow diagram(s) or other technical or topological solution that identifies flows of account data across syst
requirement.
1.2.5 All services, protocols and ports allowed are identified, approved, and have a defined business need.
1.2.6 Security features are defined and implemented for all services, protocols, and ports that are in use and co
1.2.7 Configurations of NSCs are reviewed at least once every six months to confirm they are relevant and effe
1.2.8 Configuration files for NSCs are:
•
Secured from unauthorized access.
•
Kept consistent with active network configurations.
Applicability Notes
Any file or setting used to configure or synchronize NSCs is considered to be a “configuration file.” This includes
settings, infrastructure as code, or other parameters that are backed up, archived, or stored remotely.
1.3 Network access to and from the cardholder data environment is restricted.
1.3.1 Inbound traffic to the CDE is restricted as follows:
•
To only traffic that is necessary,
•
All other traffic is specifically denied.
1.3.2 Outbound traffic from the CDE is restricted as follows:
•
To only traffic that is necessary.
•
All other traffic is specifically denied.1.3.3 NSCs are installed between all wireless networks and the CDE, regardless of whether the wireless networ
•
All wireless traffic from wireless networks into the CDE is denied by default.
•
Only wireless traffic with an authorized business purpose is allowed into the CDE.
1.4 Network connections between trusted and untrusted networks are controlled.
1.4.1 NSCs are implemented between trusted and untrusted networks.
1.4.2 Inbound traffic from untrusted networks to trusted networks is restricted to:
•
Communications with system components that are authorized to provide publicly accessible services, proto
•
Stateful responses to communications initiated by system components in a trusted network.
•
All other traffic is denied.
Applicability Notes
The intent of this requirement is to address communication sessions between trusted and untrusted networks, r
This requirement does not limit the use of UDP or other connectionless network protocols if state is maintained
1.4.3 Anti-spoofing measures are implemented to detect and block forged source IP addresses from entering th
1.4.4 System components that store cardholder data are not directly accessible from untrusted networks.
Applicability Notes
This requirement is not intended to apply to storage of account data in volatile memory but does apply where m
example, RAM disk). Account data can only be stored in volatile memory during the time necessary to support t
completion of the related payment card transaction).
1.4.5 The disclosure of internal IP addresses and routing information is limited to only authorized parties.
1.5 Risks to the CDE from computing devices that are able to connect to both untrusted networks a
1.5.1 Security controls are implemented on any computing devices, including company- and employee-owned d
(including the Internet) and the CDE as follows.
•
Specific configuration settings are defined to prevent threats being introduced into the entity’s network.
•
Security controls are actively running.
•
Security controls are not alterable by users of the computing devices unless specifically documented and a
limited period.
Applicability Notes
These security controls may be temporarily disabled only if there is legitimate technical need, as authorized by
controls need to be disabled for a specific purpose, it must be formally authorized. Additional security measures
which these security controls are not active.
This requirement applies to employee-owned and company-owned computing devices. Systems that cannot be
provide opportunities that malicious individuals may exploit.
Requirement 2: App
2.1 Processes and mechanisms for applying secure configurations to all system components are de
2.1.1 All security policies and operational procedures that are identified in Requirement 2 are:
•
Documented.
•
Kept up to date.
•
In use.
•
Known to all affected parties.
2.1.2 Roles and responsibilities for performing activities in Requirement 2 are documented, assigned, and unde
New requirement – effective immediately
2.2 System components are configured and managed securely.2.2.1 Configuration standards are developed, implemented, and maintained to:
•
Cover all system components.
•
Address all known security vulnerabilities.
•
Be consistent with industry-accepted system hardening standards or vendor hardening recommendations.
•
Be updated as new vulnerability issues are identified, as defined in Requirement 6.3.1.
•
Be applied when new systems are configured and verified as in place before or immediately after a system
2.2.2 Vendor default accounts are managed as follows:
•
If the vendor default account(s) will be used, the default password is changed per Requirement 8.3.6.
•
If the vendor default account(s) will not be used, the account is removed or disabled.
Applicability Notes
This applies to ALL vendor default accounts and passwords, including, but not limited to, those used by operatin
application and system accounts, point-of-sale (POS) terminals, payment applications, and Simple Network Mana
This requirement also applies where a system component is not installed within an entity’s environment, for exa
and are accessed via a cloud subscription service.
2.2.3 Primary functions requiring different security levels are managed as follows:
•
Only one primary function exists on a system component,
OR
•
Primary functions with differing security levels that exist on the same system component are isolated from
OR
•
Primary functions with differing security levels on the same system component are all secured to the level
2.2.4 Only necessary services, protocols, daemons, and functions are enabled, and all unnecessary functionalit
2.2.5 If any insecure services, protocols, or daemons are present:
•
Business justification is documented.
•
Additional security features are documented and implemented that reduce the risk of using insecure servic
2.2.6 System security parameters are configured to prevent misuse.
2.2.7 All non-console administrative access is encrypted using strong cryptography.
Applicability Notes
This includes administrative access via browser-based interfaces and application programming interfaces (APIs)
2.3 Wireless environments are configured and managed securely.
2.3.1 For wireless environments connected to the CDE or transmitting account data, all wireless vendor default
secure, including but not limited to:
•
Default wireless encryption keys.
•
Passwords on wireless access points.
•
SNMP defaults,
•
Any other security-related wireless vendor defaults.
Applicability Notes
This includes, but is not limited to, default wireless encryption keys, passwords on wireless access points, SNMP
defaults.
2.3.2 For wireless environments connected to the CDE or transmitting account data, wireless encryption keys a
•
Whenever personnel with knowledge of the key leave the company or the role for which the knowledge wa
•
Whenever a key is suspected of or known to be compromised.
Requir
3.1 Processes and mechanisms for protecting stored account data are defined and understood.
Panasonic Pyramid Retail kiosks complement Panasonic’s existing Point of Sales
BRACKNELL, UK. 19th FEBRUARY 2018
Panasonic today announced that it will offer Pyramid ComputerGmbH’s leading polytouch® 32 passport interactive touch screen kiosks as part of its range of solutions to address the challenge of the new omni-channel retail era. Pyramid’s fully customised solutions, including comprehensive logistical and service support, will complement Panasonic’s existing range of retail point of sale solutions and rugged tablet and handheld devices.
Pyramid’s polytouch® 32 passport range of interactive kiosk solutions can be used for a variety of application areas such as product presentations, self-checkouts and information terminals. The modularity and flexible design of the devices, with the best in touch technology, makes them an ideal complement for Panasonic’s range of retail POS and Toughpad tablet and handheld devices.
Robert Blowers, General Manager of Engineering and Project Management at Panasonic Computer Product Solutions Europe said: “With customers rapidly changing their buyer behaviour to use multiple shopping channels during purchases, including traditional stores, mobile devices, online and the growing trend in self-service, new technology solutions are required to facilitate this omni-channel retail era. The combination of Toughbook mobile devices and POS solutions, along with the complimentary products from Pyramid enables retailers to deliver customers and staff an effective, easy-to-use and consistent technology experience whether its taking orders on the move, serving at a till or self-serving at a kiosk in store.”
Graeme Derby, UK Country Manager for Pyramid Computer, added: “We share a design and service philosophy with Panasonic that make us ideal business solution partners. We too have designed and engineered our products to provide business customers with the flexibility to exactly match their needs. For example, our solutions can be tailored to include options such as payment systems, label and ticket printers, bar code scanners and fingerprint readers.”
Alongside the retail industry, Panasonic and Pyramid also see business opportunities for their solutions for customers in the hospitality, post / logistics, health and aviation industries with the increasing need for self-service check-in and check-out systems and ticketing solutions.
Re-thinking retail
Panasonic’s rugged Toughpad tablets and point-of-sale (POS) workstations take multifunctional performance way beyond that of standard consumer devices. Their ability to perform in every environment – in store or dining areas, outdoors and in warehouses – makes them the perfect tool for work in all retail applications.
Critically, they help retailers deliver the omni-channel customer experience that sets successful businesses apart today. Panasonic equips retail managers and staff with reliable and tailored devices with high-visibility displays that are ideal for order taking. The variety of tablet and handheld devices enable retail staff access to real-time information, allowing them to provide customers with in-depth product details and to maximise upsell opportunities at the point of service. The rugged form factors mean the devices are sturdy but lightweight and mobile enough for store operations and warehouse usage. The long battery life and integrated barcode readers and payment systems, along with full Windows OS, mean retailers can manage multiple applications from a single device.
Press contact:
Michael Bartley
The Amber Group [email protected]
+44 (0)118 949 7750 About Panasonic System Communications Company Europe (PSCEU)
Panasonic System Communications Company Europe’s (PSCEU) goal is to improve the working lives of business professionals and help their organisations’ efficiency and performance through world leading technology. We help organisations capture, compute and communicate all sorts of information: image, voice, and textual data. With around 350 staff, engineering design expertise, global project management capability and a large European partner network, PSCEU offers unrivalled capability in its markets.
PSCEU is made up of six product categories:
Broadcast & ProAV offers high quality products and solutions to ensure smooth operation and excellent cost-performance to end-users in the areas of remote camera solutions, switchers, studio camera solutions and ENG P2. The VariCam line-up of professional digital video cameras are capable of true 4K and High Dynamic Range (HDR) which makes them the ideal solution for cinema, television, documentary and live event production.
Communication Solutions offer world leading communication solutions including professional scanners, telephony systems and SIP terminal devices.
Computer Product Solutions help mobile workers improve productivity with its range of Toughbook rugged notebooks, Toughpad business tablets and electronic point of sales (EPOS) systems. As European market leaders, Panasonic Toughbook had a 67% revenue share of sales of rugged and durable notebooks and Panasonic Toughpad held a 56% revenue share of sales of rugged business tablets in 2016 (VDC Research, March 2017).
Industrial Medical Vision provides applications for various segments such as medical, life science, ProAV or industrial. The product portfolio includes complete and OEM micro camera solutions. End-users, system integrators or distributors can choose from a range of full product solutions and component vision technology.
Security Solutions, including video surveillance cameras and recorders, video intercom systems and intruder alarms.
Visual System Solutions, including projectors and professional displays. Panasonic offers the widest range of Visual products, and leads the European high brightness projector market with a 37.20% market revenue share (Futuresource >5klm (FY16 April 2015 – March 2016, excl. 4K & digital cinema).
About Panasonic
Panasonic Corporation is a worldwide leader in the development of diverse electronics technologies and solutions for customers in the consumer electronics, housing, automotive, and B2B businesses. Celebrating its 100th anniversary in 2018, the company has expanded globally and now operates 495 subsidiaries and 91 associated companies worldwide, recording consolidated net sales of Euro 61.711 billion for the year ended March 31, 2017.
Committed to pursuing new value through innovation across divisional lines, the company uses its technologies to create a better life and a better world for its customers. To learn more about Panasonic: http://www.panasonic.com/global
Upcoming at NRF is the Elo booth which we plan on visiting to see the Android handheld and Mobile POS units. Here is specsheet for M60,
About Mobile POS
android handheld mobile pos elo
Mobile POS (point of sale) is a technology that allows merchants to accept payments using a smartphone or tablet device. Mobile POS can offer convenience, flexibility, and security for both customers and businesses. Here are some statistics for mobile POS:
For 2020, the total mobile POS transaction value was $1,017,982 million and is projected to reach $2,489,471 million in 2021
The number of users of mobile POS payments worldwide is expected to grow from 1,490.5 million in 2021 to 1,900.7 million in 2025.
The average transaction value per user in the mobile POS payments market is expected to amount to US$10,811 in 2024
The largest POS market segment is POS hardware, which is predicted to reach $66.30 billion by 2025
54% of businesses have utilized mobile POS to process transactions in 2020
79% of stores that are using mobile POS systems are small and mid-sized brands with sales less than $10 million, while 21% of them are large enterprises
Point of sale on the go.
The M60 Pay offers built-in mPOS capabilities to accept payments, conduct business, and track sales all from the palm of your hand.
Brilliant 6-inch display.
Complete with a 6-inch HD touch display, integrated payment, flexible Android 10 OS and Qualcomm 660 octa-core processor, the handheld pos computer provides seamless integration, effortless provisioning and simplified device management via EloView or your preferred 3rd‑party MDM.
Payment processing.
L1 and L2 Certified: The Elo Payment SDK allows you to easily integrate the M60 in your payment process.
L3 Certified: Elo Pay allows you to easily setup your M60 to accept payments without any coding or certification.
Elo Pay.
Elo Pay is a SaaS based payment gateway solution that easily enables customers to integrate our SDK into their Android application for immediate access to processing payments.
Dip. Tap. Swipe.
Accept all forms of payment with the M60 Pay POS terminal. Whether your customers have a physical card or contactless via their mobile phone, the M60 Pay has you covered wherever your customers are – in line, at the counter, table-side or in their seat.
From mobile to fixed POS.
Use your handheld pos terminal with the DS11 Docking Station to create a seamless customer-facing display that accepts payment. Now that’s versatility.*
Android device management made easy.
With EloView, you can deploy and securely manage your entire network of Android-powered Elo devices from anywhere in the world.
Provision your devices in seconds with a seamless out‑of‑the‑box experience.
Leverage Elo Home to create a customized (locked-down) interface on your mobile POS android device. Deploy a package of apps, Google apps included, and set specific apps available to admins only. Manage battery life with ease – view up-to-date battery statistics directly on the device or manage your entire fleet directly from EloView.
MORE OPTIONS FROM ELO
The Elo Pay 7″ integrated payment POS system packs all the power you need to run your point of sale. Complete with a 7-inch HD touch display, integrated payment, Android 12 OS and ualcomm SD660 processor, the compact enterprise-grade terminal delivers the modularity that merchants require. Here is the Learn More link
Simultaneous GNSS Receiver for GPS, GLONASS, Galileo and BeiDou
AGPS support
(for cellular models only)
I/O Ports
USB Type-C for display, charging and data
Camera
8MP Auto-Focus with Flash LED and Flashlight (Torch)
Payment
EMV Contactless ISO 14443-A/B, MiFare, ISO-18092
EMV Chip Card Reader (chip and pin-on-glass)
3-track MSR ISO 7810/7811
Certifications
PCI-PTS 6.x (PCI Approval Number: 4-30470)
EMV L1 & L2
Visa PayWave
Mastercard PayPass
Amex ExpressPay
Discover D-PAS
Mastercard TQM
Apple Pay™
Google Pay™
Samsung Pay™
Barcode Scanner
SE4720 scan engine (1D/2D Imager)*
*on M60S/M60SC models only
Wireless
802.11a/b/g/n/ac with 2×2 MU-MIMO
Bluetooth
Bluetooth 5.0
LED
1x combination Green/Amber LED for battery/charging status
1x combination Blue/Red user programmable LED
Keyboard
On screen keyboard
Audio
Microphone
1W Front facing speaker
USB-C headset support
Buttons
Left and Right Programmable buttons
Left and Right BCR trigger buttons (for M60S/M60SC BCR SKUs only)
Power Button
Dimensions
M60/M60C: 7.32″ x 3.40″ x 0.77″ / 186 mm x 86.4 mm x 19.5 mm
M60S/M60SC: 7.32″ x 3.40″ x 1.27″ / 186 mm x 86.4 mm x 32.3 mm
Shipping Box Dimensions
M60/M60C: 8.86″ x 5.70″ x 2.95″ / 225 mm x145 mm x 75 mm
M60S/M60SC: 8.86″ x 5.70″ x 3.82″ / 225 mm x 145 mm x 97 mm
Weight (Unpackaged)
M60: 0.79 lbs / 362 g
M60C: 0.82 lbs / 370 g
M60S: 0.87 lbs / 396 g
M60SC: 0.89 lbs / 403 g
Weight (Packaged)
M60: 1.61 lbs / 730 g
M60C: 1.63 lbs / 740 g
M60S: 1.74 lbs / 789 g
M60SC: 1.75 lbs / 795 g
Operating Temperature
0°C to 50°C / 32°F to 122°F
Storage Temperature
-30°C to 60°C / -22°F to 140°F
Humidity
5% to 95% non-condensing
Regulatory approvals and declarations
UL, FCC (US) – Class B
cUL, IC (Canada)
CB (International safety)
CE (Europe) – Class B
RCM (Australia)
China RoHS
ESD
Class C: 8kV contact, 15kV air
Drop Rating
Multiple 1m drops
Tumble Rating
200 tumbles, 1.6ft./0.5m per IEC 60068-2-32
Warranty
1-year
Extended Service Options
3 year warranty coverage + ADP – Elo P/N: E672040
5 year warranty coverage + ADP – Elo P/N: E672239
1 year warranty coverage + AUR + ADP – Elo P/N: E894512
3 year warranty coverage + AUR + ADP – Elo P/N: E672440
5 year warranty coverage + AUR + ADP – Elo P/N: E672646
3 year warranty coverage + ADP + OS 360 – Elo P/N: E893726
4 year warranty coverage + ADP + OS 360 – Elo P/N: E150782
3 year warranty coverage + AUR + ADP + OS 360 – Elo P/N: E894122
4 year warranty coverage + AUR + ADP + OS 360 – Elo P/N: E150971
3 year OS 360 – Elo P/N: E873133
4 year OS 360 – Elo P/N: E565885
OS Support
Monthly Android security updates available with Elo OS 360 package.
Sealability
IP54 per IEC standard 60529
What’s in the Box
Elo M60 Pay
USB Type C Charger with Qualcomm Quick Charge 4.0
Quick Install Guide
Expansion Options
MicroSD up to 32GB SDHC and up to 256 GB SDXC
Option to support 1x nano-SAM card via a Micro SD slot.
Optional Accessories
EM10 Expansion Module – Elo P/N: E863687
RB11 Rubber Boot for M60/M60C – Elo P/N: E321842
RB11 Rubber Boot for M60S/M60SC – Elo P/N E392830
DS11 Docking Station (HS11 Hand Strap included) – Elo P/N: E392249
DC11 4 Slot Device Charger – Elo P/N: E392443
HS11 Hand Strap – Elo P/N: E498250
HIMSS 2024 Kiosks, Telehealth, AI and Accessibility
WESTMINSTER, Colo., Feb. 12, 2024 (APnews link) — The Kiosk Association’s mission is to inform and educate on self-service. Membership is open to all companies across the world. If you follow accessibility guidelines and encourage ADA and would like to be recognized, contact us at [email protected]. — Here is our post on PRNewswire.
This month it is healthcare and HIMSS 2024. See our HIMSS booth. We are in 2189 (right across from Epic and not far from Oracle). We’ll have 7 demos including Storm Interface, ImageHOLDERs, Vispero JAWS, Dolphin Screen Reader, Entropy (ECS) kiosk, Olea Kiosks, Kiosk Innovations + latest telehealth by RedyRef. HIMSS is March 11-15 in Orlando. Exhibits are Tuesday the 12th thru Thursday the 14th.
Featured: Elevating restaurant finances – in-depth ROI review of three different restaurant kiosk deployments and their return on investment numbers (and dollars) including cost savings, employee costs and income. Also case study from Human Bean on drive thru headset tech from Panasonic.
Kiosk Industry is the recognized source for opinions, insights, news, and market trends for self-service kiosks, digital signage, POS, and more. Learn from experts and join the community. We are a collective “co-op.”
Our mission is to inform and educate. Accessibility, ADA, PCI, UL are some of our focus points. Join us for informative Q&A webinars and weekly emails. Learn more: https://kma.global/
Thanks to the great companies who make this possible.
Keywords: Point of Sale and Kiosks, HIMSS Conference, Kiosk Association, WESTMINSTER, Colo.
This press release was issued on behalf of the news source (Kiosk Manufacturer Association) who is solely responsibile for its accuracy, by Send2Press® Newswire. Information is believed accurate but not guaranteed. Story ID: 103589 AP-R14TBLLI
Coinstar, a leader in self-service coin counting, and doxo, an innovative web and mobile bill payment solution, today announced a partnership to provide an easy and convenient cash bill pay service to consumers via thousands of Coinstar® kiosks in high-traffic retail locations.
“Cash is a vital bill payment option, especially for the 34 million unbanked or under-banked households in the country. Over six percent of bill payments totaling more than $235 billion annually are made with cash,” said Steve Shivers, CEO and co-founder of doxo. “For billers, providing an easy way for their customers to pay with cash is not only a valuable service, but helps keep accounts current. Our partnership with Coinstar provides this opportunity with very little effort on the part of billers.”
Consumers will be able to select “Pay Bills with Cash at Coinstar” from among the payment options of participating billers when using doxo through the web or their mobile device. Then, at cash-accepting Coinstar kiosks, payers identify their biller and deposit their cash payment. Users will receive a printed or emailed payment receipt and can track their payment delivery status in real time through doxo. Billers also have the option of being featured for bill pay on Coinstar kiosks that are within their local service areas.
Editors Note: if interested in the software development company that does this application for Coinstar, contact [email protected]
“Coinstar, in partnership with Coinme, has launched a pilot that allows its customers to use cash to purchase bitcoin,” Walmart communications director Molly Blakeman said. “There are 200 Coinstar kiosks located inside Walmart stores across the United States that are part of this pilot.”
Coinstar kiosk
Walmart shoppers who buy bitcoin at the Coinstar kiosks will be given a voucher that they must then redeem for bitcoin on Coinme — each bitcoin purchase carries a total of 11% in fees: transaction fee of 4% and a cash exchange fee of 7%, according to Coinstar. Fees to buy bitcoin vary by exchange, but at the cryptocurrency exchange undefined, for example, there’s a 2.49% transaction fee to buy bitcoin.
Ironically, Walmart shoppers cannot use U.S. coins to make bitcoin purchases at Coinstar machines — only paper money.
Coinstar LLC, a provider of self-service coin counting kiosks, will install Coinstar kiosks at 100 Mountain America Credit Union locations in six states, according to a press release.
Coinstar kiosks in branches will allow members to convert their coins to cash or directly deposit into their account.
“After a successful pilot, we are excited to roll out Coinstar kiosks at our branch locations,” Erik Finch, senior vice president, chief data and strategy officer at Mountain America, said in the release. “The pilot results showed improved operational and teller labor savings, as well as an improved experience for both staff and members. In addition, we look forward to offering coin-to-deposit functionality to provide members with the ability to automatically deposit their coin balance directly into their accounts.”
Coinstar Kiosks Provides Multiple Benefits to Credit Unions
TEAMSable Partners With Worldnet Payments To Provide EMV Payment Solutions to Merchants
San Jose, California – March 30, 2020 – TEAMSable, premiere hardware manufacturer of complete Point-Of-Sale (POS) systems, and Worldnet Payments, a trusted leader in electronic payments and security technology, announced today that they have joined forces to provide a one-stop shop for businesses looking for EMV certified frictionless payments solutions. This partnership will enable EMV payment processing on TEAMSable point-of-sale systems for retail, restaurants, hospitality, health care, and more.
Worldnet Payment’s gateway is certified to industry-leading processors and will integrate with TEAMSable’s POS hardware. This will allow transaction data to transfer seamlessly from the POS to the payment terminal, delivering a frictionless payment experience to customers, while saving merchants time and resources. Worldnet EMV certified with major processors and also provides Contactless and eCommerce solutions which means you would be able to accept any payment anywhere with all major credit and debit cards.
“Commerce is changing faster than ever before and merchants require versatile payment solutions to meet those demands,” said Conn Byrne, Worldnet Payments’ Senior Vice President of Sales. “By partnering with TEAMSable, we can deliver an integrated solution that will help merchants advance and grow their business.”
“We are thrilled to be partnering with Worldnet Payments because they have a dedicated team and the latest payments technology and security,” said Michael Hsieh, General Manager at TEAMSable. “We are proud to be partnering with them to enable merchants to accept EMV and mobile payments securely from anywhere.”
TEAMSable is continuously making strides to quickly and efficiently bring versatile point-of-sale solutions to the market. For businesses today to thrive, they must be able to accept a wide range of payments and provide security for card data. This partnership ensures that business owners have what is needed to run a successful operation for years to come.
About TEAMSable POS, Inc.
Founded in 2006, TEAMSable POS started as a division of Team Research Inc., a public company in Taiwan and doing business based in San Jose, California for over 25 years. TEAMSable POS offers a complete line of POS Hardware and mPOS solutions including all-in-one touch systems, mobile devices, peripherals, and payment terminals. Their team has a proven track record of delivering quality products and first-class customer service, always ensuring that products are delivered in a timely fashion and within budget. To learn more visit: www.teamsable.com
About Worldnet Payments
Worldnet Payments delivers frictionless payment solutions to Software Vendors and Integrators. We were founded in 2007 and our technology has been designed from the ground up to deliver seamlessly integrated omnichannel payments. We deliver end to end solutions, from advice on architecture, to support in rollout and merchant migration, helping to ensure a truly frictionless integration experience for our customers. The company operates from Atlanta GA, with a European base in Dublin, Ireland. To learn more visit: www.worldnetpayments.com
SICOM Acquires Self-Order Point of Sale Solutions Provider NEXTEP SYSTEMS
Lansdale, PA and Troy, MI – June 12, 2018 –SICOM announced today the acquisition of NEXTEP SYSTEMS, a provider of self-ordering point of sale solutions, digital signage and restaurant management software for managed food service, quick service and fast casual restaurants. NEXTEP’s lineup of self-ordering solutions includes kiosks, touchscreen drive thru systems and mobile ordering and will be added to SICOM’s Encounter™ Omni-Channel Point of Sale platform.
NEXTEP was founded by Tommy Woycik when he realized self-ordering technology could prevent people from waiting in lines at restaurants. After creating its first self-ordering solution, NEXTEP has expanded its product catalog to include a full spectrum of order management solutions on its single-platform, cloud-based architecture.
NEXTEP has also introduced several innovative technologies in the self-ordering space, including Intelligent Upsell™ for increasing check averages and facial recognition functionality that provides a personalized guest experience.
“We are truly excited to welcome NEXTEP to the SICOM family,” said Jim Flynn, CEO of SICOM. “The talented team at NEXTEP has created an impressive lineup of industry-leading and inventive self-ordering technologies, and this acquisition will allow SICOM to offer the most comprehensive omni-channel point of sale platform in the industry. We’re also excited to expand into managed food service and fast casual restaurants with a broader and proven suite of products designed specifically for these markets.”
“The team at NEXTEP has accomplished a tremendous amount since our inception in 2005,” said Tommy Woycik, President and Founder of NEXTEP. “SICOM is a perfect fit for NEXTEP, and we are excited to join a company with the same level of commitment to providing leading technology solutions to managed food service providers and quick service and fast casual restaurants. We’re confident that joining forces with SICOM will provide new opportunities for the NEXTEP team and our customers.”
ABOUT NEXTEP SYSTEMS
From Self Order Kiosks and Touchscreen Drive Thrus to mobile ordering and traditional POS terminals, the NEXTEP SYSTEMS solution empowers guests to check out faster, resulting in bigger check totals and higher sales volume. With 7 patents granted and 4 more pending, NEXTEP SYSTEMS offers the industry’s first and only 360° integrated foodservice technology platform to more than 1,500 managed food service, QSR, and fast casual customers.
ABOUT SICOM
SICOM Systems, Inc. is a leading best-of-breed provider of end-to-end technologies and services for quick service and fast casual restaurants. The company offers front-of-house solutions (Digital Menu Boards, Point of Sale and Order Confirmation Units), back-of-house solutions (Drive-Thru Director™ and Chef™ Kitchen Management), as well as above-restaurant solutions (360° Data Analytics, SEMS4 Restaurant Management and RTIconnect Restaurant Management) that are helping leading restaurant brands around the globe streamline their operations. SICOM has over 40,000 digital menu boards, 8,000+ Drive-Thru Directors and 7,000+ Chef Kitchen Management solutions in operation worldwide, while its Point of Sale systems are in more than 6,500 restaurants worldwide and it has more than 10,000 restaurants leveraging its enterprise management systems. Founded in 1987, SICOM is headquartered in Lansdale, Pa. and can be found online at www.SICOM.com.
One of the biggest trends that broke out of the pandemic was the massive uptick in alternative ways for consumers to pay. Gone are the simpler days of only letting customers pay with a credit or debit card, and only in full. Today’s shoppers are demanding the ability to pay on their own terms.
As a result, third-party plugin implementation is growing. New payments and commerce competition is giving traditional payments players a run for their money, bringing new flexibility to this part of the shopping experience. Digitally savvy consumers are leading the call for convenient ways to manage payment transactions.
What Payment Processing Plugins Offer
TurnKey Payment Solutions
You can think of one capability that plugins deliver as a modern-day answer to a rent-to-own program. With extensions such as Klarna, Affirm and Splitpay, consumers get to place their orders and enjoy their purchase without waiting until they’ve fully paid for the goods. Klarna’s pay-in-four option requires a “down payment” at checkout, followed by three equal installments every two weeks after. Splitpay, on the other hand, carves up a purchase cost into four monthly amounts, giving consumers the freedom to better manage their budgets and conserve their cash flow without racking up credit card debt. Affirm’s attractive loan terms enable shoppers to spring for pricier purchases that would seriously dent their bank accounts if paying all at once.
But the upsides aren’t only for consumers. Merchants gain by using these third-
Curbside pickup payment
party extensions as well. Klarna says it’s not unusual for sellers to see 35 percent to 60 percent higher conversion rates, while Splitpay users have reported a 20 percent to 30 percent increase in their sales volume. Affirm’s offering boosts repeat purchasing, the company claims—to the tune of 20 percent annually. All of this means a richer revenue pot for merchants while also giving consumers the seamlessly modern experience they’re looking for.
Advantages of cross-platform tokens — As a point of sale (POS) solutions providers, you do all you can to provide your clients with ways to keep payment data secure and enable them to optimize customer experiences. Did you know cross-platform payment tokens do both?
TextPay Video – Accept payments via text (credit card or digital wallets) for any merchant with TextPay via Pay API
Text invoices to get paid faster
No additional app required
Compatible with Quickbooks
Custom merchant branding for your customers
POPID case study — Daddy’s Chicken uses PopID’s kiosks with Ingenico Group’s iUC 285 card reader powered by Datacap’s TranCloud™ payments hub. PopID’s kiosks use facial recognition to give customers the ability to update/redeem their loyalty/rewards and pay using their face across multiple restaurant locations. Credit card information is tokenized using Datacap’s payment solutions such that PopID can initiate payments in-store or online without storing cardholder data in any capacity.
Why every merchant needs omnichannel Payments post-covid-19 — Buy Online Pickup In Store (BOPIS) and curbside pickup In 2020, many more consumers minimized the time they spent in stores by making orders and payments online and picking up their merchandise or grocery orders. A survey by Qudini, a platform that enables contactless order pickups, found that 62 percent of consumers are embracing BOPIS, 50 percent are more likely to use the services since the pandemic began.
Creativity Shifts Pay at the Table to Curbside Payment — Now that restaurant employees are providing service curbside rather than at the table, these solutions can be adapted or rebranded for new processes. Like pay-at-the-table processes, they save steps and enhance payment experiences for customers who prefer to remain in their cars to stay socially distanced.
The Transition to E-Government is Better with Omnichannel Payments Solutions — To improve efficiency and user experiences, local government and municipalities are transitioning to e-government solutions with integrated payments that allow residents to manage their water, sewage, trash pickup or other accounts through online portals and pay online or a mobile device. An omnichannel payment solution can also enable local governments to accept payments for reserved parking or one-time parking via app or card in-card out when entering and exiting a parking facility.
PCI DSS Training Course101 for Work Force and IT – Risk Staff — KI thanks UCP-Inc for assisting with this information. Contact UCP for all your payment processing devices.
Why Does PCI DSS Exist
Which Companies Make Up PCI SSC
What Does PCI Cover?
What are the rWhat Is PCI Cardholder Data?(CHD)equirements?
Self-service is all-encompassing these days. And AI is just enabling it even more.
Insight:As much money and efficiency that kiosks and self-service have provided to businesses, our take is that very little of those savings have been reinvested in supporting the new mechanisms delivering that efficiency and availability. Service has yet to catch up. But that is another article… With the advent of self-service, increased pressure on supply chain and the “back end” has resulted. AI has enough good data there to have positive effect. For customers self ordering at kiosks it will be awhile before foundation data is available and nuanced upsell to personality is benefit.
Think of Google after you have bought a pair of shoes. All of the sudden the AI advertises shoes to you. But you already bought so odds of buying another pair pretty low. Maybe instead they pitch you socks depending on the weather.
What AI Brings To Self-Service
Public AI assistants are poised to revolutionize self-service across various sectors, offering significant benefits for both organizations and users. Here’s an overview of their potential impact:
Enhanced Accessibility and Efficiency
AI-powered self-service tools are dramatically improving accessibility and efficiency:
24/7 Availability: AI assistants provide instant support at any time, reducing wait times and resolving up to 80% of routine inquiries.
Multilingual Support: AI chatbots communicate in multiple languages, expanding customer reach.
Faster Resolutions: Can your people handle thousands of queries simultaneously?
Personalized User Experiences
AI assistants are transforming user interactions through personalization:
Tailored Responses: AI uses customer data to deliver personalized responses, potentially boosting satisfaction by 15%.
Proactive Support: Predictive analytics allows AI to anticipate issues and solve problems before they arise.
Contextual Recommendations: AI assistants can offer personalized suggestions based on user preferences and history.
Cost Reduction and Operational Efficiency
Organizations are seeing significant operational benefits:
Reduced Operational Costs: 90% of businesses report that using AI to improve self-service helps lower operational costs.
Improved Agent Productivity: AI-assisted agents show a 14% increase in overall productivity, with newer agents experiencing a 35% improvement3.
Scalability: AI solutions handle high volumes seamlessly, ensuring consistent service as demand grows
AI for Kiosks and More: Must-Know Self-Service Trends for 2025″ by former member provides insights into the latest trends shaping the self-service kiosk industry in 2025. The rapid technological advancements, particularly in artificial intelligence (AI), have significantly influenced self-service kiosks, transforming both customer interactions and internal processes.
Pretty standard boilerplate.
Key Self-Service Trends
Meaningful AI Integration AI is revolutionizing how companies operate and interact with customers. AI can enhance customer interactions and streamline internal processes. The company is committed to safeguarding user data while effectively utilizing AI to improve its solutions.
Data Privacy With the increasing concern over data breaches and new privacy laws, data privacy has become a focal point. Users are cautious about how their information is used. DynaTouch highlights the limitations of basic “Kiosk Mode” options and stresses the need for dedicated kiosk management software. This software offers robust security features, such as user session management and restricted browsing, to protect user data and prevent unauthorized access.
The webpage also offers several helpful resources for organizations considering implementing self-service kiosks:
7 Questions to Ask Before Adding a Kiosk to Your Office: A comprehensive guide to help organizations make informed decisions about adding kiosks.
A Journey Through the History of Kiosks: An exploration of the evolution of kiosks, showcasing their transformation into advanced self-service solutions.
Kiosk Mode Isn’t Enough: Protecting Your Self-Service Devices: An eBook explaining why dedicated kiosk management software is essential for secure and reliable self-service experiences.
Self-service kiosks are poised to rise in 2025, driven by advancements in AI, enhanced data privacy measures, and increased personalization. DynaTouch is at the forefront of these trends, ensuring that its solutions not only meet but exceed customer expectations. As technology continues to evolve, self-service kiosks will play a crucial role in providing users with smarter, simpler, and more secure solutions.
From integrated technologies and expanding payment options, to location awareness and personalization, we take a look at the top ten trends driving explosive growth in self-service.
There are many reports with many numbers and most of them are from research data firms trying to make a buck. We have seen good reports, bad reports, and even done our own reports. Here is what the Kiosk Industry Group will say.
Kiosk industry number — U.S market for self-service kiosks is valued at $10.4 billion in 2022. It is projected the self-service kiosks market in the U.S. will grow at a CAGR of 15% to reach $16 billion by 2025. [Kiosk Industry Group 2022]
Definitions. Here are some.
ATMs do not count (bitcoin kiosks do count)
Supermarket checkout platforms do not count
Conventional vending does not count
Market dollars for enclosures (kiosks) and software are two different numbers that must be combined.
Retrofits and replacements are a big deal these days
Ditto for shipping, service, warranty
Figure 3,000,00 “kiosks” operational a year and/or delivered
Projections Caveat – India datamarts put out a ton of reports on whatever is trending on Google and then sell them for $2500 to $5000. There are also financial research firms that are primarily funded by large companies with vested interests.
What about data mart numbers for digital signage? See below but they are up to 37 Billion.
Today you’ll learn how you can get your first kiosk to market faster and for a smaller initial investment by creating an “MVP kiosk”.
Let’s talk about what an MVP is and why you should create an MVP kiosk.
A minimum viable product (MVP) is a product with just enough features to satisfy early customers, and to provide feedback for future product development
Avoid wasting time and money on the wrong features
Companies overbuild their first kiosk all the time. They assume they know exactly what their customers need and proceed to invest heavily, without gathering early customer feedback. Then they build the wrong thing and waste a bunch of time and money in rework.
If you want to avoid this common pitfall, keep reading…
MVP Kiosk vs. a Pilot Kiosk, what’s the difference?
A “pilot kiosk” refers to the first kiosk you deploy to production to work out the kinks. With any pilot, the tendency is to “overbuild” your feature set and try to get everything perfect on the first release.
An “MVP kiosk” also refers to your first kiosk, but the objective is to gather early customer feedback with a minimum viable feature set.
The MVP prioritizes gathering early customer feedback and helps prevent overbuilding the feature set in your initial kiosk.
You don’t know exactly what you should build until you’ve gathered customer feedback. Starting with an MVP kiosk allows you to learn from your mistakes earlier and with less upfront investment.
Step 1: Start with the end in mind
The first step before we even start building our MVP kiosk is to define your success criteria.
We begin this process by listing all our key objectives and goals for our kiosk deployment. For example, lowering staffing costs, decreasing customer wait times, building our customer mailing list, etc.
Next, we list all the metrics we’ll be measuring to determine the success of our objectives we just defined. These will be specific, quantifiable metrics like reducing the number of cashiers on staff by 25%, increasing sales by 30%, adding 1000 new email subscribers per month, etc.
It’s important to have quantifiable metrics in order to objectively measure the success of our kiosks.
Step 2: Define your MVP kiosk feature set
Our MVP feature set is the list of features that will make it into our MVP kiosk. Warning, this will be a hot topic that will have much debate internally.
The easiest way to define your MVP kiosk feature set is to outline all the features you want in your kiosk.
Here’s an oversimplified example of what your entire kiosk feature set might look like…
What we’ve done here is separate the MVP features that MUST be in the MVP kiosk, from those that could be added later to subsequent releases (aka version 2 features).
Less engineering in the MVP means we get to market faster and for less upfront cost, so we can start gathering customer feedback earlier.
Step 3: Build and deploy your MVP kiosk
It’s time to build your first kiosk and develop your kiosk application. By only building your MVP feature set, your development timeline will naturally shrink, as will your development costs.
Resist the temptation to overbuild your MVP kiosk.
You can save money on your kiosk hardware by going with an off the shelf kiosk model. Most kiosk manufacturers will have standard kiosk builds with their recommended payment devices. The kiosk manufacturer can help you “wrap” your kiosk with your artwork, so it matches your company brand.
Building a custom kiosk is always more expensive than their standard turnkey kiosks and can add significant lead time.
Go with the standard kiosk build for your MVP kiosk and only customize later AFTER you’ve gathered customer feedback from your MVP kiosk.
Step 4: Offer concierge service
Concierge service refers to placing a real-live human being at your MVP kiosk in order to help customers and gather their feedback.
You’re probably thinking that this is a self-service kiosk and placing a person by the kiosk defeats the entire purpose of offering a self-service alternative.
It’s easy to get ivory tower syndrome and think customers will know exactly how to use our shiny new kiosk. When in reality, this is probably the first time they’ve ever encountered your kiosk and it’s probably not as “user friendly” as you think.
You’ll learn a lot by listening to your first customers and be able to quickly incorporate their feedback and pivot. Which leads us to our final step…
Step 5: Learn from customer feedback and pivot
Here is where taking the MVP approach really starts to pay off. Remember how your team fought over delaying those features until after the MVP release?
Since we’ve listened to our first customers, we know exactly what features they care about and what to add in the next release. We also didn’t waste time overbuilding by adding the wrong features.
It might turn out that adding support for Spanish is way more important than adding support for accepting cash and coin. Or maybe accepting cash is important, but hardly any customers are trying to pay with coin. By offering concierge service, you know what your customers care about and what challenges they’ve encountered.
You don’t know what features your customers really care about until you’ve given them a kiosk to interact with and collected their feedback.
In Conclusion
The MVP strategy applies to more than just kiosks and can be utilized by any size organization, not just budget strapped startups.
Building your first kiosk is not like building a custom home, where you have a clear blueprint. A kiosk, and most software projects for that matter, evolve as customers start interacting with them.
The common mistake most organizations make is to assume they know exactly what their customers want in a self-service kiosk. Don’t fall prey to this common pitfall.
KioWare innovations for clean touchscreens and the User Monitored Maintenance Cycle
Ed Note: Using the kiosk as the “fulcrum” or proxy is not a new idea but it is coming of age with the current situation. These new functions allow users to use their mobile phones as the proxy touchscreen. Statistically their mobile phone is a hotbed for bacteria but this method isolates users from contaminating the usually very clean touchscreen. People without mobile phones have cleaner fingers. Kind of an odd situation of juxtaposable factors.
As an added feature KioWare announced their new Maintenance feature which displays “Last Cleaned” date to users to add extra level of confidence. This allows users to alert store personnel if a maintenance cycle has been missed. A new characteristic of an interactive kiosk.
Establishments will have to increase maintenance cycles and no longer will it be the redheaded stepchild so to speak.
What is KioTouch?
KioTouch is a clean innovation in the kiosk industry that will help in preventing the spread of potentially contagious and harmful microbes by giving the end-user full access to the kiosk’s interface via their personal mobile device.
Across grocery and retail stores, and quick-service restaurants it is reported that of the total bacteria in these facilities 63-percent have potentially harmful consequences to humans.
How KioTouch Works
KioTouch allows the end-user of a shared device to interface without physically touching the device itself. This is accomplished by scanning a QR code via the end-user’s personal mobile device. and navigating to a landing page that gives the user full control of the kiosk while their user session is active, just as they would have had by directly interacting with the kiosk.
What is Maintenance Management?
Maintenance Management is a KioWare feature that assists in the janitorial maintenance schedule of a self-service kiosk. This is critical in preventing bacteria spread from user-to-user.
How Maintenance Management Works
Maintenance Management works on two sets of parameters that can be defined individually for each kiosk: total time between cleanings and total number of user sessions between cleanings. If either of these thresholds are passed, then the status of the kiosk changes and staff notifications occur. After cleaning, the technician resets the time and user session counter, and the cycle starts again. The KioWare toolbar has a special icon that can be displayed with the time since the last cleaning. The time will increment every 36 seconds, so the that the kiosk user can see it is working.
What Maintenance Management Looks Like
Click for full size
The screenshot shown here depicts KioPay with Maintenance Management enabled. In the upper-left hand corner of the screen is the Maintenance Management logo with a fractional timer that indicates the last time since the kiosk device was cleaned. After tapping on this icon a maintenance employee can reset the timer after cleaning by inputting a unique code.
Click for full size — Kaiser Patient Check-in Epic original model.
Click for full size Kaiser Check-In Kiosk
Editors Note: Olea Kiosks takes a major step towards expanding the healthcare Epic Welcome Kiosk patient check-in and Patient Registration kiosk market along with Telehealth and Telecare by adding James Walker to their sales team. Walker is an expert in the Epic Welcome kiosk which dovetails perfectly with Olea Kiosks’ unparalleled engineering. Olea Kiosks is the major provider for Kaiser Permanente which is a primary baseline for Epic Welcome Kiosks and accessibility. Johns Hopkins, Cedars Sinai and Novant to list some others.
August 2021 Epic Welcome Kiosk – Latest Enhanced Design Available!
New product! ADA height adjustable base for our Austin series kiosks. This moves 12” at the push of a button and includes an optional printer. Aimed at Healthchare for full ADA height compliance of ALL of the hardware in the kiosk. This base can be used in other setting like ticketing or QSR. We’ve also upgraded the Austin with an automated UV-C sanitizing light system. This is a true industrial grade bulb not LED’s that others are using.
Olea Kiosks®, Inc. Adds Industry Veteran James Walker to Sales Team
LOS ANGELES, Calif., May 12, 2021 (SEND2PRESS NEWSWIRE) — Olea Kiosks®, Inc., a visionary provider of innovative self-service kiosk solutions, today announced the growth of its sales team by adding veteran healthcare sales executive James Walker.
James joins Olea following ten years of self-service kiosk experience in the healthcare check-in space, most recently as channel director. With a comprehensive background combining sales and marketing, operations, and process improvement, he brings a broader perspective to the needs of his clients. Walker joins Olea as the company continues to grow its presence in healthcare as the industry expands its digital transformation.
Click for full size — Olea Kiosks James Walker
“Having spent a good deal of time working through patient check-in, I’m excited about the opportunity to improve the entire patient experience and looking for opportunities to remove points of friction across the patient journey,” said Walker. “I see the difference self-service technology has made, and with the addition of telehealth and telemedicine applications, access to healthcare will become so much easier for people experiencing healthcare challenges,” he added.
“2021 is a year bringing much change to Olea Kiosks, and that continues with our growth and expansion in select verticals. James will be a real asset to our team with his extensive experience as we grow our presence across healthcare self-service solutions,” CEO Frank Olea explained.
In addition to almost doubling its manufacturing space earlier this year, Olea Kiosks®, Inc. has also strengthened its leadership team, added other additional sales resources, and expanded its customer experience team.
About Olea Kiosks®, Inc.
Olea Kiosks, Inc. is a self-service kiosk solution provider for the attractions and entertainment, healthcare and hospitality industries. Its technologically advanced, in-house manufacturing, design, and innovation have made it an industry leader. Headquartered in Los Angeles, California, customers include Cedars-Sinai, Kaiser Permanente, Tenet, The Habit Burger Grill, The Empire State Building, Universal Studios, Scientific Games, and Subway.
COVID-19 has been a catalyst of change in a way unseen since the Second World War. Its impact on every industry has been immediate, significant and in some cases devastating. And though many expect the economic repercussions of coronavirus to outlive the pandemic, it is the unprecedented changes we are seeing across sectors that will undoubtedly ripple beyond the pandemic – at least from my perspective.
Many of the changes that have occurred over the last year and are planned for the next 12 months were already on course to happen. COVID-19 just put the pedal to the floor. Sales channels, for example, have been rapidly shifting to prioritise online and self-service options – and not just in the retail and hospitality sectors. Nearly every organisation is rethinking how it does business right now. Contactless operation, technical innovation and rapid flexibility will mark out the companies that successfully navigate the pandemic. As Forrester says: “Companies that lead in customer experience outperform laggards by nearly 80%.”
But “customer experience” isn’t always referring to the consumer experience, as many customers in the supply chain are actually other businesses.
Therefore, the opportunities for original equipment manufacturers (OEMs) to deliver innovative, revenue-generating self-service solutions that encourage social distancing are not exclusive to retail, restaurants, hotels, cinemas or even public transportation. In fact, kiosks are in great demand in healthcare, manufacturing and warehousing environments right now.
KIOSKS OF GROWING IMPORTANCE TO WORKER SAFETY
In an ongoing effort to decrease face-to-face contact to protect both customers and employees, self-service kiosks have gained in importance and acceptance among those providing essential goods and services:
Patient check-in kiosks are springing up in surgery centers and hospitals across the globe, giving people control over their own registration process, ensuring fewer data input errors are made with personal information, and providing an easy way to pay for parking at the same time, if required.
Manufacturing and warehousing operations are finding new ways to store, clean and use handheld mobile devices that may be used by multiple workers across shifts. Innovations such as smart lockers have many benefits, such as improved productivity and better asset management, but using them to minimise the threat of cross-contamination is of particular interest right now.
The public sector is increasingly turning to self-service kiosks to reduce costs, improve efficiency and offer better services in a contactless manner. Examples of public sector kiosk use range from library book self-service check in and out, and self-check-in at licensing facilities, to parking ticket and fine payment. Some entities are even using kiosks to distribute personal protective equipment (PPE).
Utility companies still need to account for consumers who don’t use traditional banks and therefore need to pay with cash. Bill-pay kiosks provide a convenient, secure and easy-to-use way of doing this, whilst protecting against the spread of COVID-19.
The transportation sector has been using self-service kiosks for years, but their use is expanding and diversifying. Recent applications include solar-powered kiosks for bike docks and electric vehicle charging kiosks.
With these new and emerging needs, the opportunities are significant for OEMs. Yet, technical innovation and a speedy response to evolving customer demands are paramount. It is possible for OEMs to rapidly deliver the perfect self-service solutions for front-line, field and back-of-house operations – complete with customisable branding options. However, as history has taught us, OEMs that develop these solutions collaboratively with other technology providers are better poised for the fast market uptake and long-term demand that defines success. Now more than ever, we must work together – with customers, partners and end users – to innovate. Each has a unique perspective that will strengthen the final solution and help ensure the desired outcome is achieved, whether that be a speedier transaction or a safer work environment.
HOW WE CAN HELP
There are many ways in which Zebra’s OEM technologies cut costs, improve profits and strengthen your brand. But in these unprecedented times, when speed of operational change is crucial, the biggest benefit you can enjoy by working with Zebra is speed to market. You get immediate access to a comprehensive and proven portfolio of industry-leading scan engines and devices – all of which are ready to deploy. You also get the full support of a team of innovators who concentrate on studying the market, speaking with mutual customers and discovering how technology can be best utilised in any situation, including a global pandemic, to improve customer experiences.
Contact us to discuss your OEM requirements and quickly find the right technologies for your solution.
Note: Olea announces new healthcare products at HIMSS 2017 and includes new models for patient check-in. New tablet offering will be there with telehealth telemedicine demo.
FOR IMMEDIATE RELEASE
New Healthcare Kiosk, Telemedicine Telehealth and Tablet Products at HIMSS
Olea Kiosks has announced it will launch an all-new line of healthcare kiosks for patient check-in at HIMSS 2017 next week in Orlando, Fla. Booth 4379.
The company’s healthcare kiosks have completed millions of patient check-ins across the U.S. for leaders such as Kaiser-Permanente, Cedars-Sinai, BlueCross BlueShield and others.
“Healthcare is very important to us,” said Frank Olea, CEO of the Los Angeles-based tech and manufacturing company.
“It’s a huge opportunity right now to do great things and really make a difference in the way patients interact with their providers, and the way providers can streamline the business side of their facilities and become more competitive.”
That’s why his company decided to invest the time and other resources to improve their product line, focusing on two models the company believes will lead the industry going forward.
“After last year’s show, we examined our existing products, the needs we were meeting in the market, and how we could serve the market better. This year, you’ll see the results of that thinking.”
Verona—Olea’s flagship model. Verona includes a powerful set of features with the industry’s only no-effort height-adjustability to ensure the kiosk can be accessed easily by all patients, whether standing or in a wheelchair.
“There are other kiosks on the market that can be raised and lowered, but we believe the strength required to move the monitor could be too much for some frail or elderly patients—some of the people who most need the functionality,” Olea said. “Ours requires no more than the push of a button to raise or lower the screen over a true 10-inch vertical range.”
What’s more, because Olea has expertise in working with kiosks across multiple industries, it’s been able to keep the cost of Verona to thousands less than some competing kiosks.
Standard components—including 19” Elo capacitive touch technology with accurate onscreen signature capture, privacy filter, full EMV-compliant payment devices, duplex ID scanner and printer—are all designed for easy use by all patients. The quick-change hardware system can be accessed and serviced quickly and efficiently. The kiosk is ADA-compliant, and all internal systems are accessible through the front of the unit, making it perfect for placement against a wall or with another Verona unit back-to-back.
Olea said the kiosk has been re-designed from the ground up. Features include:
New 19” Elo IntelliTouch (SAW) touchscreen with privacy filter
Choice of energy-efficient LED upper light box or 19” LCD monitor for ads, internal marketing, branding and more
Newly engineered internal layout for easier access and more room for components
Ability to add the most recent EMV hardware
Expanded internal space for added components and maintenance ease
Recessed touchscreen for added privacy
Barcode scanner
Magnetic card reader
Electronic signature pad
8.5” thermal printer
High-volume cooling fan
Audio jack
Optional are Wi-Fi connectivity, web camera, stainless trackball and biometric devices.
“There are thousands of Boston kiosks deployed across the country. They have seamlessly completed millions of check-ins. We knew we had big shoes to fill with the new generation. We believe we got it right.”
Asked why Olea should be on the short list of any kiosk vendors for healthcare facilities, he pointed to the company’s history and manufacturing diversity.
“Olea has been around now for more than 40 years. We do great work in some of the most demanding environments where you can place a kiosk. Transportation venues. QSRs. Casinos. We can take what we’ve learned there about durability, efficiency and providing a great user experience and bring that to healthcare, where the expectations and stakes are the highest,” he said.
HIMSS 2017 takes place in Orlando, Fla., from Feb. 19-23. Olea will exhibit at Booth 4379. Call 800-927-8063 to schedule a personalized demo of Verona or Boston 2.0 during the event.
About Olea Kiosks
Olea Kiosks is a Los Angeles, Calif.-based designer and manufacturer of kiosks for multiple industries, including QSR and fast casual dining, healthcare, gaming and financial services. Now celebrating its 40th anniversary, the company builds “better kiosks through intelligent design” and serves clients across the globe.
Kodak Moments Becomes First Business Inducted Into the Kiosk Hall of Fame
ROCHESTER, N.Y.— December 14, 2023 – Kodak Moments is the newest member of the Kiosk Industry Hall of Fame — an award presented by the Kiosk Industry Group to recognize outstanding achievement and long-standing service to the kiosk industry. Kodak Moments is the first business to be inducted into the Kiosk Hall of Fame since its inception in 2003. Previously, the Hall of Fame was an honor exclusively for individual contributors to the industry.
“No business has made a greater impact on the kiosk industry than Kodak Moments,” said Craig Allen Keefner, Kiosk Industry Group Manager and curator of the Kiosk Hall of Fame. “Kodak Moments was the original global provider of kiosks.”
Hundreds of thousands of consumers use Kodak Moments touchpoints each day in a wide range of retail locations including pharmacies, big box stores, and small businesses. Indoor and outdoor kiosks are also deployed at amusement parks, resorts, and on cruise ships. “The proliferation of kiosks across retail and travel and leisure has been driven largely by photo kiosks,” said Keefner.
kiosk industry
Kodak Moments is also a leader in kiosk fleet management with a complete understanding of kiosk performance, how to manage and service a fleet, and the skilled resources to drive kiosk success.
“We are honored to be inducted into the Kiosk Industry Hall of Fame,” said Kodak Moments President Nicki Zongrone. “Consumers rely on us to help preserve their cherished memories as well as the everyday moments that are worth sharing. We look forward to our continued collaboration with our retail partners to provide consumers a simple, smart and modern photo experience.”
Kiosks drive traffic to stores and help retailers accelerate growth
Kodak Moments offers retailers a variety of traditional photo prints and premium photo products that are easy for consumers to create and order on demand. Data analysis has shown that a retailer with a photo department will experience a higher market basket due to customer visits to order and pick up photo products.
Kodak Moments technology offers the flexibility to deliver products in a way that’s most convenient to consumers, so they can buy and print in store or buy online with delivery options to ship to home, ship to store, or print in store the same day. “Kodak Moments supports a complete omnichannel experience,” explained Keefner. “ATMs and airline ticketing kiosks are single function and designed for more linear transactions. Photo kiosks provide a wider array of products and services.”
Kodak Moments kiosks process information from a variety of sources. Since every order is unique, based on an individual consumer’s images, photo kiosks have a dynamic user interface to deliver an experience that adapts to what each consumer wants.
“Since our inception, we have continued to lead the retail experience with innovations that enable consumers to celebrate, relive and share their Kodak Moments,” said Zongrone.
ABOUT KODAK MOMENTS
Kodak Moments is a leading global provider of photo products and services to retailers, consumers, and entertainment properties. We inspire consumers to bring their memories to life—delivering innovative, high-quality photo products and experiences they find truly meaningful. Powered by over 100,000 consumer touchpoints across 30 countries globally, it’s our mission to be the brand consumers choose to celebrate and preserve life’s memories, from the big events to the everyday moments that matter.
[Editor Note] Thanks to Steve Taylor of Taylor Stands for the following information.
Recently Walmart had a ruling in California go against it in the case of improper ADA access for its self-checkout terminals. Here is part of the argument which settled the case. Walmart settled the case but we of course were interested in why.
POS terminals allow customers to input sensitive and private information in a secure manner such as their Personal Information Number (PIN); submit debit or credit card data by swiping a payment card; verify, authorize or cancel a transaction; submit a signature; provide the consumer with the option to select to receive cash-back from their account; select an amount of cash back to be provided; and perform other affiliated tasks which involve inputting, correcting, cancelling or entering information that is personal or affects access to personal information and finances.
As a result of the height and positioning of POS terminals at typical stores, -to successfully complete a transaction, many customers in wheelchairs and scooters are forced to struggle with inaccessible equipment during the purchase/check-out process.
Customers with disabilities must stretch and strain just to try and see the information displayed on these screens and enter the necessary PIN or sign for a credit card transaction. Often, customers with disabilities cannot see all the information that is displayed. At times, customers with disabilities cannot enter their PIN or sign their signatures without great difficulty if at all. Conducting debit and credit card transactions requires many of these customers to request assistance from cashiers to input information
and/or provide signatures on their behalf.
Some customers with disabilities who do not wish to reveal private information to cashiers or have cashiers sign on their behalf are completely precluded from using the POS terminals at checkout stands at stores. These customers are required to either use cash, which they may not wish to do for a variety of reasons, or leave the store without purchasing any items.
Title III prohibits public accommodations from excluding an individual with a disability or a class of individuals with disabilities on the basis of a disability or disabilities of such individual or class, from participating in or benefiting from the goods, services, facilities, privileges, advantages or
accommodations of the entity or otherwise discriminating against a person on the basis of disability. 42 U.S.C. § 12182(b)(1)(A)(i). LINK)
Title III prohibits public accommodations from affording an individual or class of individuals with a disability, on the basis of a disability or disabilities of such individual or class, with the opportunity to participate in or benefit from a good, service, facility, privilege, advantage, or accommodation that is not equal to that afforded other individuals. 42 U.S.C. § 12182(b)(1)(A)(ii). LINK)
Title III prohibits public accommodations from providing an individual or class of individuals, on the basis of a disability or disabilities of such individual or class, with a good, service, facility, privilege, advantage, or accommodation that is different or separate from that provided to other individuals. 42 U.S.C. §12182(b)(1)(A)(iii). LINK)
Title III provides that goods, services, facilities, privileges, advantages, and accommodations shall be afforded to an individual with a disability in the most integrated setting appropriate to the needs of the individual. 42 U.S.C. § 12182(b)(l)(B). LINK)
Title III provides that an individual with a disability shall not be denied the opportunity to participate in such programs or activities that are not separate or different. 42 U.S.C. § 12182(b)(1)(C). LINK)
Title III defines discrimination to include the failure of a public accommodation to make reasonable modifications in policies, practices, or procedures, when such modifications are necessary to afford such goods, services, facilities, privileges, advantages or accommodations to individuals with disabilities; to take such steps as may be necessary to ensure that no individual with a disability is excluded, denied
services, segregated or otherwise treated differently that other individuals because of the absences of auxiliary aids and services; and to remove architectural barriers that are structural in nature, in existing facilities where such removal is readily achievable. 42 U.S.C. §12182(b)(2)(A)(ii)-(iv). LINK)
Title III further defines discrimination as a public accommodation’s failure to design and construct
facilities that are readily accessible to and usable by individuals with disabilities (later than 30 months
after July 26, 1990) and, with respect to a facility or part thereof that is altered by, on behalf of, or for the use of an establishment in a manner that affects or could affect the usability of the facility or part thereof, a failure to make alterations in such a manner that, to the maximum extent feasible the altered portions of the facility are readily accessible to and usable by individuals with disabilities. 42 U.S.C. § 12183(a)(1)-(2). LINK)
A place of public accommodation. See 42 U.S.C. § 12181(7)(E). Link)
Merchants who violate Title III of the ADA by failing to make reasonable modifications to its policies, practices, or procedures to ensure that POS terminals are accessible to customers with mobility disabilities can face fines and an Accessibility TITLE III lawsuit.
Merchants who violate Title III of the ADA by failing to remove barriers to its POS terminals should have removal of such barriers to become readily achievable. A person who sues is likely entitled to injunctive relief. 42 U.S.C. § 12888. LINK)
IF IN CALIFORNIA:
A permanent injunction pursuant to the ADA and the Unruh Act requiring a merchant to institute and implement policies and procedures that ensure that individuals in wheelchairs or scooters have on discriminatory, full and equal independent access to POS terminals so that they may use credit or debit cards to conduct non-cash transactions when purchasing retail goods.
The latest analysis by Jordan Thaeler and Reforming Retail covering Toast POS – Bottomline — We’d estimate that at $20,000 a year a merchant could buy a competitive POS for three stores for every one store on Toast. This is very enticing to Toast’s competitors. But then again, Toast’s customers can’t add 1 + 1. Literally.
Toast POS Is 2.6x Pricier Than Legacy POS, So How Much Will Merchants Pay for POS?
After Toast was forced to rethink their dollar ordering fee many are wondering what Toast will do to their guidance.
To squeeze $400M means each location would need to pay an additional $4,300 per year.
Toast reported Q2 2023 ARR at $1.1B.
That means Toast merchants would need to pay ~36% more for Toast POS for Toast the company to be a going concern.
The numbers imply that the average Toast merchant is paying nearly $12,000 year per location for Toast (this is SaaS + payments margin).
Adding 36% would mean that the merchant will be paying $16,300 per location for their POS.
Remember in 2010 when literally every cloud POS company’s pitch was:
“Your legacy machines are super expensive. Cloud is way cheaper.”
My, my my: how times have changed.
Here’s the math for how a traditional POS business worked, and how much more expensive Toast really is.
There are two models here: one without payments, and one with. The one with payments assumes market rates of 20 bps of payments margin on $1M of GPV, or roughly 30% of what Toast charges for payments.
This model was refined by a long-time POS industry expert, so it is reliable enough for us to publish.
So what does Toast look like in comparison?
If we take Toast’s current revenues the implied 5-year revenue for Toast is $60,000. This compares with about $50,000 for a POS with payments, although the merchant would own that system free and clear.
Is Toast creating an additional $10,000 of value over those five years?
Absolutely: Toast is offering a ton more products than the legacy systems.
BUT.
That legacy model is spitting out 50% gross margins.
Toast has 21% gross margins.
AND the price of hardware in the legacy model isn’t accurate anymore: the cost to outright buy a POS terminal is < $2,000, accounting for inflation. Assume 3 terminals in the average Toast merchant and there’s a $14,000 difference in the models.
To really make this apples-to-apples, we’d need to increase Toast’s pricing AND reduce the cost of hardware in the original model.
The result is that Toast would need to increase it’s prices by 58%, so that 5-year pricing from Toast goes from $60,000 to $95,000, or an annual price of $19,000 per store.
And that 5-year cost of a legacy system falls to $36,000, or $7,200 per year per store.
Toast is now 2.6x the price of a legacy POS.
Another way to think of this is the SaaS rule of 40. Toast is public and they will be judged – ultimately – by these metrics.
But the law of large numbers and, more importantly, as the market limits of what Toast can penetrate before their churn catches up with them, means that Toast will need to get creative.
When revenue growth stalls in comes profit growth.
And you know how Toast gets profit?
Toast merchants will have to pay even more for their Toast POS.
Here’s a table we made with sliding scales based on the rule of 40:
As of Q2 2023 Toast grew revenues 45% with an annualized EBITDA margin of -40% ($98M quarterly loss * 4 divided by their $1B ARR).
Realistically we see Toast’s organic (i.e. not fee-induced) revenue growth slowing to 30% in the next year.
That means the average Toast merchant will need to pay nearly $19,000 per store if Toast is to operate according to the rule of 40 (though they have nearly 4 years of balance sheet to support burning $400M annually.)
If we were Toast here’s how we’d make the math work:
Pull out the same $1 ordering fee but allow merchants to eat it. Those that do make your life a lot easier
Hide the $1 ordering fee in the payment stream. Don’t even call it a separate fee but lie about interchange rates – Toast has no ethics so this is eminently doable
What Toast absolutely cannot do is transparently increase costs.
Merchants will not like this.
It’s the classic frog in the boiling pot analogy.
You can’t tell the frog you’re going to put it in boiling water (not that the merchant frog would even understand).
Because even Toast has to second guess itself: are we really 2-3x better than the competition?
That’s what a lot of merchants will start asking if Toast makes their pricing transparent.
Toast will argue that they’re providing a lot more value than their legacy POS counterparts, and there’s truth to that.
But it’s also true that Toast is the most expensive POS on the planet.
We’d estimate that at $20,000 a year a merchant could buy a competitive POS for three stores for every one store on Toast.
This is very enticing to Toast’s competitors.
But then again, Toast’s customers can’t add 1 + 1.
Literally.
If think it’s a pejorative then you haven’t spent enough time around retailers.
Welcome to the fourth edition of The Ingenico Newsletter. 2023 has been a busy year for Ingenico, today, we’ll have a look at what happened in the last months. We’ll talk about TETRA, Android Solutions and Palm vein.
Make yourself comfortable to enjoy your reading!
Payment Services
Blog / EN -Italy: TETRA Next Generation hits the 50k target in the first quarter
TETRA next generation has been designed to leverage Ingenico’s tried and trusted technology, while optimising payments and enhancing sustainability. Adapted to countertop, portable, mobile, lane and self-service use cases, TETRA covers every payment scenario. It incorporates a broad range of eco-friendly payment terminals that support the largest existing portfolio of payment applications. Furthermore, alongside Ingenico’s Terminal as a Service (TaaS), managing and maintaining your terminal estate has never been simpler. You can future-proof your payment acceptance infrastructure, with support from Ingenico throughout the terminal lifecycle…
Blog / EN – Empowering merchants is now possible with next-level Android solutions
In today’s rapidly evolving world of commerce, embracing innovation is essential for businesses to answer consumer demands and secure their growth. Let’s hear from Fabien Darné, Head of France and Benelux at Ingenico, who explores how merchants can be empowered to do just that…
Discover insights from Romain Colnet, Business Development Manager at Ingenico Lab, as he elaborates on the security of palm vein scan as a biometric authentication method. Unveil its accuracy, reliability, privacy, and unique identification approach, all in collaboration with Fujitsu.
Press Release / EN-Ingenico Acquires Phos, extending its offer for Merchant Payment Acceptance via Smartphone
The strategic purchase of Phos is a next step in Ingenico’s evolution towards software-driven services, following recent acquisition of Ingenico by the investment funds managed by affiliates of Apollo Global Management (the “Apollo Funds”) in September 2022…
Press Release / EN-Ingenico Announces Laurent Blanchard as New CEO to Lead Company into Next Phase
Suresnes, Paris (France), March 14th, 2023: Ingenico, a global leader in payments acceptance solutions, announces the appointment of Laurent Blanchard as the company’s President and Chief Executive Officer (CEO), as well as his appointment as the member of the Supervisory Board, and its election to its board of directors, effective April 3rd, 2023…
As we wrap up the fourth edition of The Ingenico Newsletter, we want to express our gratitude for your continued support. We’ve delved into TETRA, Android Solutions, and Palm vein, providing you with a wealth of information and tools to thrive in your industry. Your feedback and engagement mean the world to us, and we can’t wait to bring you more exciting updates and insights in our future editions. There is now more than 32k subscribers to this newsletter! Thank you for being a part of the Ingenico community!
➡️ Stay connected with Ingenico by subscribing to this newsletter and to our social media channels to stay informed and inspired in the dynamic world of payment solutions. The future of payments is surely promising, and Ingenico is leading the way. Stay tuned for more exciting developments!
[hashtag#Newsletter] Welcome to the fourth edition of The Ingenico Newsletter. 2023 has been a busy year for Ingenico, today, we’ll have a look at what happened in the last months. We’ll talk about TETRA, Android Solutions and Palm vein. Make yourself comfortable to enjoy your reading!
No longer the realm of outdoor or indoor mass display, moving into corporate, banking and retail spaces
98 inches is the topmost “common” benchmark
RLCD displays making inroads in outdoor (no backlight needed)
Large displays in drive-thru and menuboards for restaurants increasing
Fine pitch LCD becoming option of choice
Although the COVID-19 pandemic appears to be on the decline, many of the changes will be with us for the long term. An increase in the number of workers doing their jobs from home, services such as curbside pickup at retail stores, continued social distancing recommendations and contactless payment at the point of sale are among the ways of doing business that will likely be a part of our lives for the foreseeable future.
And as face-to-face interaction becomes less of a priority in the marketplace, organizations of all types are reconsidering the ways they communicate with their customers. In many cases, they’re incorporating large-format displays to accomplish the task.
“Previously, large-format displays most commonly were used for immersion and “wow factor” in experience centers or lobbies,” said John Steinhauer, vice president entertainment sales, Americas at global technology company Barco. “Now, these technologies are becoming more common for practicality in board rooms and large meeting spaces as workplaces accommodate both employee distancing rules and remote workers.”
With a trillion dollar-plus infrastructure budget being proposed by the federal government, experts say we’ll see much more digital spread through the community, not just for advertising but for information dissemination and other uses as well. Large-format displays will be at the center of those efforts.
“Since COVID seems to be on the decline, there has been a large spike in people traveling and participating in outdoor activities,” said Nick Lee, chief technology officer with global digital signage company Keyser.
“Digital doesn’t need to be the typical advertising or information,” Lee said. “It can be engaging the public. For instance, two strangers can utilize a 10′ LED pylon to play Pong for 30 seconds to win a free drink at an amusement park. They shouldn’t be treated as technology eyesores but created as artistic features that combines grace, beauty and technology into one.”
A matter of size
digital signage solution Keyser
Before getting into a discussion of the role large-format displays will play in a pandemic-aware world, it’s helpful to get a sense of the various types of displays on the market.
Twenty years ago, a 42-inch LCD display was considered massive, while today those displays are available in sizes as big as 98 inches or more. LCD displays leverage the light-modulating properties of liquid crystals combined with polarizers to create an image. The liquid crystals do not emit light directly, instead using a backlight or reflector to create an image. A resolution of 4K is becoming common, with 8k displays beginning to come down in price.
It’s unlikely displays in sizes much greater than 98 inches will be in common use, simply because of the price jump.
“You can build panels that are higher than that, but there’s going to be a very large jump in price,” said Ben Hardy, Senior Product Manager at Sharp NEC Display Solutions of America. “There are 8k 120s that are absolutely massive and beautiful, but the price jump from a 98 is at least four or five times.
In addition, there’s the difficulty in transporting such displays. A pothole on the interstate could potentially send a $10,000 display back to the factory for repairs, if not to the trash heap. Instead, a similar effect can be created via a video wall comprised of multiple 42-inch displays.
“I think large-format LCD is about as big as it will get, as the Korean and Chinese display manufacturers are not investing in billion-dollar manufacturing plants that would be necessary to make even larger LCD display mother glass,” said Dave Haynes, founder and editor of the digital signage news and information site Sixteen:Nine
Variations on the LCD concept include the organic light-emitting diode (OLED) display. Because the pixels in an OLED display emit visible light, there’s no need for a backlight. That allows OLED displays to be extremely thin, and in some cases, flexible. Although visually appealing, OLED displays are still relatively pricey compared to their LCD counterparts.
Transparent LCD displays are based on the same technology as typical LCD displays, except for the backlight being eliminated. Instead, transparent LCD displays depend on ambient lighting to create a visible image. That makes them suitable for applications such as the door of a food or drink case in a grocery store. Images on the door are made visible by the lighting in the case.
Another format making inroads is reflective LCD, or RLCD. Reflective LCD displays depend on ambient light to illuminate the image and don’t require a backlight. Because of that power consumption is low and the displays can be extremely thin. RLCD displays are a good solution for outdoor applications, although they’ll need additional lighting to be seen in the dark.
“While RLCD panels themselves may not be 84 inches for more now, you can tile them side by side to create larger displays,” said Mike Casper, co-founder and CEO of display technology company Azumo. “And the bezel is thin enough to where it won’t be noticeable from a distance.”
And making a strong showing in the large-format domain are LED displays. Such displays use the same technology behind those time-and-temperature signs that were once a feature on the side of the local bank. The difference is that pixel pitch, or the distance between individual pixels, continues to shrink, with some displays boasting a pixel pitch of 0.9 mm or even smaller. What that means is that the viewing distance, or the distance from the display the viewer needs to be to perceive a quality image, continues to fall as well. There are a variety of ways to calculate optimum viewing distance, but one common method is to multiply every 1 mm of pixel pitch by 10 to get the viewing distance in feet. So if the display features a 0.9 mm pixel pitch, viewers should be at least 9 feet away from the screen for the best effect.
Advantages of LED displays include the ability to manufacture them in virtually any shape or size. In addition, those screens can be shipped to the deployment and assembled on site. If a panel fails, it can be easily replaced. They’re much brighter than LCD displays, making them great for outdoor and/or high ambient light situations. Brightness can be easily adjusted depending on conditions.
“Large footprint video walls are already being supplanted by LED video walls, despite costs that can be three times or more the capital cost of LCD for the same physical footprint,” Haynes said. “The people who spec big video walls also like the absence of seams, longer operating life and easier maintenance.”
On the downside, LED displays can be expensive and power consumption is higher than an LCD display of comparable size, although both of those issues are being addressed as the technology improves.
First, let’s take a look at where large-format LCD displays are likely to be prominent:
Restaurants
The restaurant industry was among the hardest hit by the COVID-19 pandemic, with the National Restaurant Association estimating that more than 110,000 eating and drinking places closed either temporarily or for good in 2020.
Still, one of the restaurant verticals that fared reasonably well during the pandemic (when they could find workers) was the quick-serve segment. Thanks to existing drive-thrus, they could serve customers in a close-to-contactless manner. The challenge, though, was to speed up drive-thru service for the lack of dine-in revenue. Many accomplished that by trimming their menus, eliminating items that took longer to prepare and spotlighting higher-margin offerings.
In addition, some took the opportunity to incorporate digital menu boards at the drive-thru to speed up service. A study conducted by Atlanta-based research firm SeeLevel HX found that the use of pre-sell menu boards that display menu highlights before the customer reached the speaker cut service times at the drive-thru by an average of 13.2 seconds. Those with digital menu boards were also able to update their menus easily, avoiding the printing costs associated with static signage. The SeeLevel HX study found that those with digital menu boards reduced service times by an additional 12.3 seconds, while digital “order confirmation” boards not only increased order accuracy but sped up service times as well, by an average of 17.4 seconds. Incorporating presell boards, digital menu boards and order confirmation boards as part of a complete drive-thru solution can lower service times by as much as 42 seconds or more, critical when revenue depends on serving customers as quickly as possible.
And because the viewing distance from the customer to the board is likely to be relatively short, LCD displays will likely continue to dominate the QSR space.
Education
The pressure is on to reinstate in-person instruction, but social distancing remains a concern. One of the ways schools can address social distancing concerns while still delivering face-to-face instructions is via the use of large-format displays in lecture halls. Instructors can supplement lectures with PowerPoint presentations and/or videos, displaying those images on a screen large enough for those in the back of the hall to see clearly.
“In recent years, schools have dipped their toes into the waters of digital presentation technology—digital whiteboards, short-throw projection systems, etc.,” wrote Victoria Sanville, National Sales Manager, Public Sector Vertical at LG Business Solutions USA, in an article appearing on the education site spaces4learning.com.
“But the future isn’t about presentations; it’s not defined by teachers showing on a screen what students need to learn,” Sanville wrote. “It’s about students and teachers actively and easily engaging with what’s on a screen—manipulating it, collaborating over it, even determining what ‘it’ is.”
Modern display technology allows for this classroom engagement, Sanville wrote.
“Interactive digital boards (or Interactive whiteboards)—that is, large-format displays with integrated touch functionality—serve two important purposes,” she wrote. “Touchscreen technology allows elementary school students to interact with learning material, while boards with screen-sharing capabilities allow upper classes to see the work that a single student performs on her personal computing device—she’s able to wirelessly share what’s on her screen via the interactive whiteboard.”
Of course, cost remains a concern. Lecture halls with large-format displays may be a way to have a single professor teach in multiple locations at once. Wayfinding and sports presentations will be a factor as well.
Retail
The enclosed shopping mall is on the way out, retail industry insiders stay. A 2020 report from retail intelligence firm Coresight Research predicts that as many as 25 percent of the roughly 1,000 shopping malls in the United States will close in the next five years, with the pandemic speeding up a trend that had been gaining steam over the past decade. In the ultimate irony, many of those vacant malls are being bought up by the company that contributed to their demise: Amazon. The online retailer has converted about 25 shopping malls into fulfillment centers over the past five years.
Replacing the enclosed shopping mall is the open-air retail center. Advantages of the open-air concept compared with enclosed malls include lower operating costs, increased visibility for individual stores and a sense of increased safety when it comes to social distancing.
The challenge for store operators is to capture the attention of shoppers either from their cars or from the sidewalk. Large-format displays at the street, in windows and on sidewalk kiosks will be part of meeting that challenge.
And of course, once the customers are inside the store the same rules regarding digital signage apply. Video walls and other in-store signage will continue to deliver messaging to shoppers. More and more, though, deployers will incorporate IoT devices such as temperature sensors and Bluetooth beacons to deliver more targeted and personalized content.
Transportation and smart city efforts
Lockdowns pressed the pause button on many smart city initiatives, but they are likely to be picking up shortly. Kiosks and large-format displays are a part of those efforts. Some cities are realizing that the pandemic spotlighted the need for smart city technology.
According to a recent survey of senior officials from 167 cities across 82 countries, sponsored by technology company Oracle, 65 percent of city leaders noted the biggest lesson learned during the pandemic was just how crucial smart city programs were for their future. In addition, 37 percent of city leaders said COVID-19 highlighted the need to invest more in upgrading core infrastructure.
The pandemic highlighted several issues facing cities, including transit and mobility and Internet connectivity for digital services, teleworking and remote learning. The pandemic also shone a spotlight on the role of data and technology in delivering citizen services and making informed government decisions. And as a sense of normalcy begins to return to cities, some are incorporating technology as a way to boost efficiency.
“Pre-pandemic, cities were in relatively good shape,” Steven Goldsmith, who directs the Innovations in American Government Program at Harvard’s Kennedy School of Government, told the news site Govtech.com. “Then you wake up one day and you’ve gone from 4 percent unemployment to 20 percent unemployment. Your revenues have gone from a surplus to a really bad negative. And you’ve got a lot of ill people in your community straining your resources. These are disruptions like never before in the modern U.S. city.”
Large-format displays have long had a place in transportation, and they’ll continue to do so, albeit with some enhancements. In addition to displaying arrival/departure information at transportation hubs, large format displays are being incorporated into ticketing and wayfinding kiosks.
“Large format signage is where the kiosk industry has moved to and vice-versa,” said Neil Farr, managing director of Boston-based Acquire Digital. The 22-year-old company is a global leader in innovative digital signage software and interactive experiences.
“No matter what the format of display, ‘smart’ information can be shown – this includes messages like the best place to stand on a train platform for a less-crowded carriage, which airport security queue is shorter, and which area of the parking garage to park to get the best location,” Farr said. “In our case, we are just about to roll out our ‘smart signage’ integration of our wayfinder and DOOH advertising platform, so that adverts in the airport are only shown for retailers who are open and nearby automatically, with distance and direction automatically added, and issues such as flight delays and cancellations trigger and advise to visit a restaurant or bar if open.”
In addition, Acquire is enhancing its smart city and ticketing solutions with cameras, as with its Video Link Ticket Machines, to allow users to connect with a remote agent for assistance with issues such as buying tickets or journey planning information.
The other side of the coin
These are just some of the situations where large-format LCD displays will play a role going forward. Let’s take a look at LED displays.
Although fine-pitch LED has just begun to make inroads into the indoor market, it’s becoming the display of choice for outdoor applications. About 75% of the LED market is outdoor displays. Fine-pitch LEDs no longer limit the end user on the standard 16:9 aspect ratio of LCD.
“There are lots of applications for LED displays in outdoor settings such as sports stadiums, the side of buildings, digital billboards and so forth,” said Keyser president Kim Keyser-Clisham. “It’s easy to create a configuration of any size or shape.
Fine pitch LED is slowly encroaching on the large-format LCD display market, although the price point is not yet competitive with LCDs. Still, this doesn’t mean that within the next 5-10 years we won’t see significant growth in the market for indoor and outdoor LED displays.
Here’s where LED displays are likely to shine going forward:
Entertainment
Click for full size — LVCC LED digital signage (22Miles software)
Large-format LED displays were playing a role in entertainment long before the pandemic. In 2014, for example, Panasonic unveiled a $12 million LED “Big Board” In Louisville, Ky., at Churchill Downs, the home of the Kentucky Derby. At the time, it was the largest 4K video board in the world at 52 meters wide and 27.5 meters tall. Content included multiple split-screen presentations of video, images, data and live and recorded programming The board offered fans in the 55,638 clubhouse and grandstand seats and the thousands of fans in the track’s 26-acre infield a clear view of the action.
“We’re very pleased to have the opportunity to work with Churchill Downs and deliver a 15,224-square-foot board to an icon of the sports world,” said Jim Doyle, President of Panasonic Eco Solutions North America in a press release announcing the effort. “4K content is truly the wave of the future and we are excited to bring avid racing fans this technology that gives them the ability to view content on a big screen as if they were up close and personal with the racetrack.”
In 2018, Pink Floyd founder Roger Waters incorporated a 64.5m wide x 12m high LED display supplied by Shenzhen, China-based INFiLED as the backdrop of his Us + Them concert tour. At 21.8 million pixels and a 5.9 mm pixel pitch, the display was the highest-resolution touring LED screen in the world to date.
“As always with our displays, and events of this nature, content is key,” said infiLED Head of Engineering Si Jones in a release. “We were blown away by the whole production and the way the show captured the crowd. The music and atmosphere, supported by incredible content on such a significant display screen, just created an amazing all-round experience.”
And Disney’s Star Wars-based series The Mandalorian substitutes LED displays for green screens. According to the film industry publication American Cinematographer, the filming set, known as The Volume, consists of a curved, 6-meter-high-by-55-meter-wide LED video wall comprised of 1,326 individual LED screens with a 2.84mm pixel pitch. Topping that was an LED video ceiling, set directly onto the LED wall.
“The Volume allows us to bring many different environments under one roof,” Visual effects supervisor Richard Bluff of visual effects company Industrial Light & Magic told the publication. “We could be shooting on the lava flats of Nevarro in the morning and in the deserts of Tatooine in the afternoon. Of course, there are practical considerations to switching over environments, but we [typically did] two environments in one day.”
Background scenes were displayed on the LED wall during filming. The wall offered several advantages compared with a green screen, including eliminating the cost of adding those effects in post-production and making it easier for actors to immerse themselves into the scene.
Advertising
Most of us have seen LED billboards along the country’s highways and byways, and anyone who’s been to New York’s Times Square has been inundated with ads from countless LED displays.
“We’ve seen a rush to continued higher resolution, and the price point continues to come down as there’s more scale and more product,” said Kyle Dines, VP Sports and Indoor at Danville, Ill.-based Watchfire Signs.
Watchfire has about 65,000 LED displays operating across four distinct markets: out-of-home, on-premise, indoor and sports.
“The other big thing is just the overall flexibility of design of LED,” Dines said. “We’re seeing architectural uses, things besides just as a flat screen on the wall, and really odd-shaped applications.”
Watchfire is the company behind the Fremont Street Experience in Las Vegas, the largest single video screen in the world. The quarter-mile-long canopy display consists of more than 49 million LEDs. suspended 90 feet in the air.
Other innovative applications include the Coca-Cola sign in Times Square. The sign has been updated many times since it was installed in 1920, but it’s the one unveiled in 2017 that demonstrated the potential for new opportunities in digital displays.
Recognized by the Guinness Book of World Records as the world’s first 3D robotic billboard, the sign measures 210.2 square meters and is made up of more than 1,700 moving LED cubes and 245 static cubes. The moving cubes can be programmed to create effects ranging from a wave rolling across the screen to flowing liquid to that of a flag waving in the breeze, and many more.
LED displays are being used to create 3D effects, such as in a digital signage art installation in Seoul, South Korea, manufactured by Samsung. The curved 80m x 20m display, called “the world’s largest 3D wave,” shows what appears to be a giant wall of water crashing inside a huge aquarium. The display is comprised of 31,000 LED panels installed at the Coex Artium in K-Pop Square in the city’s Gangnam district.
Other scenarios displayed on the screen include a rain forest, a giant whale and flowing 3D animation.
Or consider the signage wrapping around the sales center of real estate developer Kaisa Prosperity on the Guangzhou Baiyun Kaisa City Plaza in Guangdong province, China. The 275 sq m trapezoid-shaped LED wall displays everything from underwater scenes to robots. Inside the building, LED panels mounted on the ceiling show scenes of the galaxy.
“While in the short to medium-term, there’s no doubt in my mind that LCD will continue to reign supreme as the best manufacturer choice for large format displays, there’s been a strong R&D shift observable from LFD leaders like South Korea, Japan, and Europe to move focus away from LCD towards both LED subsets like MLED and other emerging light-emission techniques,” said Kaelum Ross, founder of technology site What in Tech and Project Manager at Fujitsu in the UK and Ireland.
“While this may be led by the mainstream market, I fully expect the focused research in this space to indirectly contribute towards the shift to non-LCD technology, similar to how the push of smartphone technology, due to its striking demand, has indirectly impacted manufacturing technology for PCs, laptops and VR,” Ross said.
A place for interactivity
Interactivity was a growing trend in digital signage before the COVID-19 pandemic, blurring the line between digital signage and self-service kiosks. But with consumers today hesitant to touch displays for fear of contracting COVID, what will be the place of interactive signage in a health-conscious world?
Many restaurants and other establishments shut down on-premises operations, during the pandemic, making the use of kiosks a moot point. But as those places reopen, the role of interactivity remains unclear.
Antimicrobial coatings for kiosks and other touchscreen displays had long been promoted as a solution for screens located in health care facilities, and interest in such solutions increased throughout 2020. Still, a report from New York-based Lux Research cautioned against making health claims regarding such coatings.
“COVID-19 has driven substantial interest in antimicrobial coatings this year and is proving to be a catalyst for antimicrobial research and funding,” Tiffany Hua, research associate at Lux Research, said in a news release.
“When considering the wide range of solutions used as preventive measures against COVID-19, it is important to understand the limitations of these technologies,” Hua said. “Metallic antimicrobial agents like silver and copper can be effective against both bacteria and viruses, but ensuring their effectiveness when dispersed in coating matrices still poses challenges.”
Editors Note: the most touted is antimicrobial coatings. These do not “kill” microbes, they inhibit bacteria growth once bacteria deposited. It takes time and operationally a touchscreen is repeatedly touched throughout the business cycle. The inhibit function never gets a chance. Example — If a touchscreen could go 72 hours post touch without any touching, then that original bacteria may have “starved” and died. The original recommendation to wipe down the screens periodically, if only with basic soap and water is still the best advice by far.
Antimicrobial coatings lack certainty and documentation around performance while still struggling to prove that their incorporation leads to better health outcomes, Hua said.
“Regulatory approval is another challenge, as new disinfectant and antimicrobial solutions must have EPA and FDA approval to make effectiveness claims. There are also health and environmental concerns that need to be addressed and have increased regulation and oversight. With a surge in research and funding, there will be less concern over performance and regulation.”
Others are exploring gesture controls as a way to incorporate touchless interactivity, leveraging cameras to detect hand motions and manipulate content on a display. Research firm CB Insights found more than 500 references to either hand gestures or gesture recognition in patent documents filed from 2016 through 1Q21, with the entertainment, health care, auto and retail industries poised to be the top beneficiaries of such applications. In addition, media mentions of “gesture recognition” or “gesture control” shot up dramatically during the second half of 2020, the firm said.
And while many are cautious about touching screens in public spaces, there’s one screen with which they have no trouble interacting: their smartphone display. That comfort level has spawned the development of applications that allow users to control the content on a digital display via their mobile device.
Several of these solutions incorporate a QR code on the screen that users can scan with their mobile device. They’re then connected to the display via the Internet and can manipulate content via the browser on their mobile device. There’s no Wi-Fi connection, and the user doesn’t need to download an application to connect. In addition to allowing users to interact with kiosks and other touchscreen displays without actually touching the screen, these solutions allow interactivity to be added to displays behind retail store windows, projected content and LED displays.
The final word
The world is slowly regaining a sense of normalcy, but it’s a safe bet that the way we interact and conduct business in the future will be much different than it was before 2020. We might be dispensing with masks and businesses may be reopening, but going forward we’ll likely be a bit more cognizant of social distancing, and many of us will be working remotely even after the pandemic is a distant memory. Organizations of all types are struggling to attract w
But to quote Albert Einstein, “In the middle of difficulty lies opportunity.” Communication will continue to be the lifeblood of the world, and while the events of the past year have been tragic, they present a tremendous opportunity for kiosks, digital signage, and particularly, large format displays.
August 2021 — More and more businesses are requiring vaccination for employees. Along with that are restaurants (New York e.g.) where patrons need to be checked. Meanwhile, FDA approval is imminent and could become a watershed event
What is the evolving landscape for “Vaccine Check-In Credentials” then?
In Europe — The EUDCC — Presented as a QR code, the traveller can choose to carry either a digital or paper certificate. Countries are obliged to accept vaccines approved by the European Medicines Agency (EMA): Pfizer/BioNTech, Moderna, AstraZeneca and Johnson&Johnson.See separate writeup.
In the US –– CLEAR has the most robust system at this point, not only operating in airports but also extended to hospitality venues such as hotels. Many of the temperature sensing kiosks came with barcode scanners. They could provide some level of authorization based on the data while also never storing any data (a variant of PCI validation)
For more information on products – send an email to [email protected]
Obviously, this is a developing story and we will post periodic updates here. Thanks to KioWare for the info at Google API. Contact KioWare for more information on Google API implementation.
Visit https://nyc.gov/keytonyc to find additional resources for businesses, including printable copies of required signage, a Key to NYC Pass checklist, FAQs, and more.
Google Launches COVID Card API — Those eligible — Healthcare systems or providers (e.g. CVS Health, UK National Health Service, UnitedHealth Group, Kaiser Permanente, French national healthcare system, Netcare (South Africa), One Medical, etc.). We now have Interpreted Data and Un-Interpreted Data.
Organizations authorized by public health authorities to distribute COVID-19 vaccines and/or testing
Ping Identity — serving the corporate and state government. 3 Billion records and used here in Colorado. Users are Tesco, Netflix, HP, Slack, VMware, Thales, JamF…Integrations include Office365, Zoom, Salesforce and others.
COVID Travel — Will you need a COVID-19 ‘vaccine passport’ to travel? Here’s what they are and how they might work
China — China always is the first to jump on the bandwagon and offer something 3X cheaper than anyone else. Checking Alibaba we don’t see any models for sale yet.
Privacy Requirements for Google
Usage of the Google Pay Passes API for COVID Cards must comply with the following requirements:
You must ensure that COVID Cards reveal the minimum amount of personally identifiable information (e.g. name, date of birth) required to achieve their purpose.
You must comprehensively disclose all data types you plan to reveal when onboarding. For any data types not listed below, you must include a rationale for why this data type is required for your use case. COVID Cards may, but are not required to, include the following:
COVID-19 Vaccine Information
Vaccine code (e.g., CVX), vaccine generic description, or vaccine manufacturer
Date of vaccination
Lot number
Dose number
Administering facility
Future dose appointment details
COVID-19 Test Information
Test code (e.g., LOINC) or test description
Test result
Date of testing
Administering facility
Issuer information (name in plaintext, public key, digital signature, contact information)
Patient Name
Patient Date of Birth
*Entry Eligibility Recommendation, i.e. an interpretation of an end user’s vaccination and/or testing status to determine eligibility to enter a particular space or participate in a particular activity (Note that COVID Cards using this data field are subject to additional eligibility requirements detailed above)
*Expiration Date and Time (Note that COVID Cards using this data field are subject to additional eligibility requirements detailed above)
Identity Assurance Level
You must not include or transmit any other sensitive personally identifiable information (e.g. government IDs, social security numbers, patient IDs, health worker IDs) without prior authorization.
With COVID-19 cases once again on the rise, mass concern over the spread of the Delta variant and the Centers for Disease Control and Prevention (CDC) once again suggesting that even fully vaccinated people wear masks in areas of substantial or high transmission, many are pushing back against the sense of “back to normal” that pervaded in June and the better part of July.
Celebrity restaurateur Danny Meyer, CEO of Union Square Hospitality Group, for one, has announced that all the group’s restaurants will require staff to be vaccinated and will require diners to show proof of vaccine starting Sept. 7. Many New York City bars and restaurants already require proof of vaccine, with the state’s mobile “Excelsior Pass” making screening easier for many establishments.
“This is the most logical thing I’ve ever seen — I’m not a scientist, but I know how to read data,” Meyer said, appearing on CNBC’s “Squawk Box.” “And what I see is that this is a crisis of people who have not been vaccinated, and I feel strong responsibility, on our part as business leaders, to take care of our team and our guests, and that’s what we’re doing.”
From MSN.com April 2021 —
This week, the Venetian announced it’s implemented the digital health pass technology in hopes to speed up the return to conventions and trade shows. The health pass will only be used for events and not for regular resort guests.
“They will have the option to leverage CLEAR’s Health Pass for a frictionless and secure COVID-19 screening solution that is specific to their individual event needs,” a Venetian spokesperson said.
CLEAR also has a partnership with MGM Resorts, and the technology is used at Vegas Golden Knights games.
The next step for the company is a proof of vaccination option, which is coming soon.
“Just like the COVID testing, you’ll be able to clearly establish a link to your vaccine provider … whether you’re headed to a Las Vegas Knights game or event at the Venetian, you’ll have an opportunity to prove you’re vaccinated,” Perrin said.
“I think the problem with a vaccine passport is it may violate a tentative privacy that’s really an essential part of medical ethics,” UNLV School of Medicine Dean Marc Kahn said.
“Having to provide proof you’ve been vaccinated is better for the population than not doing that and hence ethically defensible,” Kahn said. “All in all I think a vaccine passport is actually a good idea in the setting of this active pandemic.”
This June, the European Union will initiate its Digital Green Certificate, or vaccination passport, available in paper form that includes a digital QR code. The passport is available to vaccinated EU citizens or those with antibodies proving they had the virus.
China recently eased travel restrictions on foreigners able to certify they were inoculated. However, only Chinese vaccines are acceptable despite being hard to find in Western countries.
Japan is one of the latest countries to join Denmark to provide citizens with vaccine passports. Popular tourist destinations such as Greece, Iceland and Belize are welcoming fully vaccinated tourists this summer.
The travel industry is not alone in developing health passes. Israel’s internal “green passport” incorporates QR codes to enable fully vaccinated citizens access to gyms and other recreational and cultural facilities. Los Angeles County residents may request their vaccine records for digital display using smartphones with the Apple Wallet or Google Pay app. Another vaccine app to help restart the live performance industry is in development by Ticketmaster, an international ticket sales and distribution company. Healthcare, education and other industries are exploring versions of vaccine passports.
A successful passport must meet a wide range of public and private organizations’ requirements, ranging from airlines to international customs booths and hotel conference halls. An executive of the Star Alliance, a group of 26 airlines worldwide, recently called on an organization such as the Group of 7 leading industrial nations to set vaccine passports standards. Without a widespread agreement, people may require multiple documents for various activities. There are currently at least 17 active passport initiatives in the U.S., Canada and the United Kingdom and that number is growing every day.
Non-governmental organizations are seeking common ground. The Vaccination Credential Initiative, which includes the Mayo Clinic, Microsoft, Oracle, Salesforce and more than 220 other organizations, is looking to verify COVID-19 and other vaccinations via a standardized smartphone app or paper document.
Here are the selling points for CLEAR and they point to many partners on their website.
Instant, easy access — Using the CLEAR app, you can enroll and complete your Health Pass on your personal device from the comfort of your home.
Integrated Lab Results — Easily integrate your latest COVID-19 lab result with access to over 30,000 labs. Just complete a one-time account link between your CLEAR and lab account.
COVID-19 vaccine validation – After you’ve received the COVID-19 vaccine, you can securely link your provider with CLEAR to confirm your vaccination status in an easy and privacy-preserving way.
Health survey — Take a real-time health survey to screen for possible symptoms and determine if you may be at risk.
Optional hardware — A CLEAR kiosk at the venue takes touchless temperature, integrating the result into the Health Pass. It’s the perfect add-on to enhance safety and streamline operations.
Prioritized user privacy — CLEAR is the trusted industry leader among consumers and businesses. Enrollees are in control and can trust that their data is protected.
NYC Pass Information August 14, 2021
Today the Mayor announced that beginning tomorrow, August 17, staff and customers age 12 and older will be required to show proof they have received at least one dose of a COVID-19 vaccine authorized for emergency use by the FDA or WHO for:
Indoor entertainment
Movie theaters
Music and concert venues
Museums & galleries
Aquariums & zoos
Professional sports arenas
Indoor stadiums
Convention centers
Exhibition halls
Performing arts theaters
Bowling alleys
Arcades
Pool & billiard halls
Recreational game centers
Adult entertainment
Indoor play areas
Indoor dining
Restaurants
Catering halls
Hotel banquet rooms
Bars
Nightclubs
Cafeterias
Grocery stores with indoor dining
Coffee shops
Fast food/quick service with indoor dining
Indoor fitness
Gyms
Fitness centers
Fitness classes
Pools
Indoor studios
Dance studios
This new requirement — called the Key to NYC — includes bars, fitness gyms, movie and stage theatres, museums and other indoor venues.
There are multiple ways to show proof of vaccination:
A photo or hard copy of their CDC vaccination card
NYC COVID Safe App
New York State Excelsior App
Official vaccine record
A photo or hard copy of an official vaccination record of a vaccine administered outside the United States for one of the following vaccines: AstraZeneca/SK Bioscience, Serum Institute of India/COVISHIELD and Vaxzevria, Sinopharm, or Sinovac.
OMB Releases Guidance on Section 508 Implementation to Improve Digital Experience
Despite tens of millions of Americans living with a disability, nearly half of the most popular federal government websites are not fully accessible. In response, the Office of Management and Budget (OMB) has recently published guidance to help strengthen digital accessibility and the management of Section 508 of the Rehabilitation Act. Together with the OMB memo “Delivering a Digital-First Public Experience” which also requires accessibility, this guidance will aid in delivering a more universally accessible digital experience for information and communication technology provided by the federal government.
This OMB memorandum, M-24-08 Strengthening Digital Accessibility and the Management of Section 508 of the Rehabilitation Act, tasks the U.S. Access Board with several Government-wide actions.
This memorandum provides guidance to help agencies advance digital accessibility by maintaining an accessible Federal technology environment, promoting accessible digital experiences, and continuing the implementation of accessibility standards in accordance with Section 508 of the Rehabilitation Act of 1973, as amended (Section 508).[1] This memorandum rescinds the following memoranda from the Office of Management and Budget (OMB): Strategic Plan for Improving Management of Section 508 of the Rehabilitation Act (Jan. 24, 2013), Improving the Accessibility of Government Information(July 19, 2010), Ensuring the Accessibility of Federal Electronic and Information Technologies Procured by Federal Agencies (Nov. 6, 2007), and Buying Accessible Electronic and Information Technology and Complying with Section 508 of the Rehabilitation Act (Aug. 11, 2005).[2]
Members of the public and Federal employees should have equitable access to government, regardless of ability. The prevalence of information technology and the growing necessity of it in daily life make digital accessibility a continuing imperative for Federal agencies. As used in this memorandum, “digital accessibility” refers to those practices related to the development, procurement, maintenance, and use of information and communication technology that ensure functionality is accessible to and usable by individuals with disabilities as provided by law, either directly or by supporting the use of a person’s assistive technology. This memorandum provides requirements and recommendations to support agency integration of digital accessibility into their missions and operations, with the end goal of helping government technology and information resources better serve a diverse public and Federal workforce.
II. SCOPE AND APPLICABILITY
This memorandum applies to all agencies, as defined in 44 U.S.C. § 3502, that are subject to the requirements of Section 508 and to those agencies’ development, procurement, maintenance, and use of electronic and information technology, also known as “information and communication technology (ICT)” under the technical standards issued pursuant to Section 508 by the Architectural and Transportation Barriers Compliance Board (“Access Board”).[3]
This memorandum does not apply to national security systems.[4] However, agencies are encouraged to implement this guidance in managing national security systems, where feasible.
III. BUILDING AND SUSTAINING ACCESSIBLE FEDERAL TECHNOLOGY
Building and sustaining an accessible Federal technology environment is an operational imperative given that 25 percent (61 million) of adults in the United States have a disability.[5] Within the Federal workforce, 17 percent of employees surveyed in 2022 identified as having a disability.[6] The actual numbers may even be larger than reported because of evolving concepts and perceptions of disability.[7]
A large number of people (for example, spouses, partners, family members, friends, neighbors, and professionals) also provide support to individuals with disabilities. In the United States, an estimated 40 million people are caregivers who provide support to a person with a disability.[8] Accessible ICT gives people with disabilities more independence and can reduce the need for assistance from others. The Federal Government cannot fulfill its obligations and effectively provide services to the public without responding to the needs of such a large segment of the population.
Accessibility is a strategic investment. In addition to being an operational imperative, an organizational commitment to accessibility itself provides numerous benefits:
Accessibility is an essential part of Federal Government modernization that utilizes digital technologies to effectively serve the public as well as the employees who need tools to do their jobs effectively. Continuous accessibility improvements lead to better, higher-quality software and employee engagement, which can improve agency operations and reduce long-term operating costs.
Accessibility is critical to improving Federal customer experience and building public trust in government. Websites, web applications, mobile applications, and digital services that inadvertently create barriers for people with disabilities may degrade the public’s experience. Ensuring digital accessibility of government information and services helps ensure users of diverse abilities can use digital tools to interact with government.[9]
Accessibility is essential for supporting a Federal workplace culture that is inclusive and fosters a sense of belonging for all employees, including those with disabilities. Accessible ICT fuels productivity, leads to improved and expanded recruitment, boosts employee retention, and supports workplace diversity.
This memorandum outlines the areas on which agencies must focus in order to build and sustain an accessible Federal technology environment.
A. ESTABLISH DIGITAL ACCESSIBILITY PROGRAMS AND POLICIES
Establishing clear roles, responsibilities, and organizational capacity and processes facilitate agencies’ oversight and prioritization of the technological, financial, and human resources needed to promote and ensure Section 508 compliance and digital accessibility.[10] This includes dedicating sufficient resources for accessibility programs to be effective; developing and maintaining policies and procedures; and creating a dedicated, well trained workforce to drive digital accessibility efforts and ensure conformance.
The agency Chief Information Officer (CIO) (or designee) provides leadership and direction for the agency’s Section 508 program.
Agencies shall establish an agency-wide Section 508 program with appropriate resources (e.g., staff, technology, tools) and appoint a Section 508 program manager to serve as the agency’s principal point of contact on Section 508 and the accessibility of ICT.[11]
Each agency CIO (or designee) and Section 508 program manager should coordinate with the agency’s Chief Acquisition Officer, Chief Diversity and Inclusion Officer,[12] Chief Human Capital Officer, Equal Employment Opportunity Officer, General Counsel, and other relevant agency officials, digital services teams, and program staff to ensure implementation of Section 508 and to better support agency-wide accessibility efforts.
Agencies should ensure Section 508 program managers possess the necessary knowledge, skills, experience, and authority to implement agency-wide digital accessibility policies and to monitor, assess, and provide technical assistance to the agency regarding Section 508 and ICT accessibility.[13]
Agencies should establish agency-wide policies and procedures to manage the accessibility of ICT. This includes, at a minimum, establishing:
Clear authorities, roles and responsibilities, and expectations[14] for how Section 508 compliance is addressed in technology acquisition, development, configuration, deployment, and maintenance activities;
Documented processes and procedures for Section 508 conformance testing; and
Documented processes and procedures for how Section 508 issues and complaints are reported, assessed, tracked, and resolved.
Agencies shall maintain a digital accessibility statement on Federal websites[15] that provides or links to the following information:
The accessibility standard applied to the website and any known limitations or alternative versions, as appropriate;
The contact information for the Section 508 program manager (name and email address);
A public feedback mechanism that allows members of the public to report accessibility problems with agency websites and digital services to the agency’s Section 508 program as well as relevant implementation teams;[16]
Instructions for filing a complaint alleging a violation of Section 508;
Information about the agency’s reasonable accommodations procedures for Federal employees and job applicants, consistent with Section 501 of the Rehabilitation Act;
Instructions on the use of the telecommunications relay service;[17]
Links to any relevant, publicly available organizational policies or procedures on digital accessibility; and
Date that the digital accessibility statement was last updated or reviewed.
Agencies should write their digital accessibility statements in plain language to provide helpful and actionable information for the general user. These statements should not be geared toward specialized groups such as technical experts or lawyers.
B. BUY ACCESSIBLE PRODUCTS AND SERVICES
The Federal Government is the world’s largest customer and buys a wide range of products and services. When procuring technology, agencies must account for their obligation under Section 508 to ensure that, absent an applicable exception, agency ICT meets the technical standards set by the Access Board.
To procure accessible ICT, buyers and suppliers need to understand Section 508 standards and their associated obligations. Buyers need to appropriately articulate requirements for digital accessibility and obtain suitable evidence that the supplier understands and is capable of meeting those requirements.
Accordingly, Federal Acquisition Regulation (FAR) sections 11.002(f) and 39.203 require agencies to ensure that Section 508 standards are incorporated into the acquisition lifecycle. This includes acquisition planning, market research, solicitations, evaluations, and contract management, as appropriate.[18]
In addition, agencies are encouraged to consider adoption of the following practices when developing and managing procurement processes:
Include Section 508 program managers or other digital accessibility subject matter experts as key stakeholders throughout the acquisition lifecycle.
Use the Accessibility Requirements Tool (ART) or equivalent[19] for ICT procurements to identify applicable accessibility requirements from Section 508 standards and incorporate them into procurement and contracting documentation.
Use the Solicitation Review Tool (SRT) or equivalent[20] to evaluate and improve incorporation of Section 508 standards into solicitations for ICT.
Perform a technical evaluation and validate vendor documentation[21] of Section 508 conformance for ICT products under consideration prior to purchase, and after purchase, as appropriate, if the ICT product changes or is updated (version or feature change, bug fix, etc.).
Develop a plan for risk assessments and documentation of buying, developing, maintaining, and using ICT products that do not meet the Access Board’s technical standards.
C. DESIGN AND DEVELOP ACCESSIBLE DIGITAL EXPERIENCES
When designing and developing agency ICT, it is critical for the Federal Government to deliver digital experiences and environments in which all people, regardless of ability, are able to navigate, understand, and provide feedback on government information and services, to the greatest extent practicable.
Accessibility must be incorporated, unless an exception applies, from the very beginning of the design and development of any digital experience and integrated throughout every step of the ICT lifecycle, including qualitative and inclusive research, feature prioritization, testing, deployment, enhancements, and maintenance activities. Excluding accessibility from design and development efforts increases the likelihood that the website or digital service will not meet accessibility standards, which may negatively impact people with disabilities and may result in additional agency costs for remediation.
Agencies must ensure conformance to the Section 508 standards set by the Access Board when designing or developing ICT, unless an exception applies.
Agencies should address the needs of current and potential users with disabilities by conducting inclusive research and incorporating applicable Section 508 standards in initial design, prototyping, and pilot efforts.
Agencies should conduct user-centered and collaborative co-design activities to identify the needs, preferences, and expectations of people with disabilities. Prior to deployment, agencies should test and validate design and development solutions with individuals with disabilities and assistive technology users.
Agencies should conduct comprehensive testing prior to deployment to help ensure conformance with all applicable Section 508 standards.
Agencies are encouraged to make ICT interoperable and compatible with common or frequently used assistive technology, to the greatest extent practical, and are encouraged to test and evaluate interoperability, compatibility, and the functionality of ICT with common or frequently used assistive technology. As required by OMB Circular A-130, agencies must generally support and maximize interoperability when designing or developing information systems, where appropriate.[22]
Agencies should continuously monitor accessibility of ICT solutions after deployment as part of ongoing maintenance and should validate any updates to ICT solutions to ensure they will not negatively impact accessibility.
Agencies are encouraged to include ICT accessibility subject matter experts as authoritative decision-makers during development checkpoints and milestones.
D. CREATE, COMMUNICATE, AND DELIVER ACCESSIBLE CONTENT
The Federal Government should create and publish online and electronic content that is inclusive and accessible for users. Increasingly, government information and services are provided digitally, which means that agencies must intensify efforts to ensure that electronic information is accessible, regardless of the information’s specific electronic or digital format, medium, or content delivery channel.
Agencies should establish a formalized process or plan to ensure that all agency electronic communications are accessible to the maximum extent practicable, and that the agency integrates accessibility reviews of electronic content, such as testing content with people with disabilities and various assistive technologies, prior to publication and distribution, whether internal or public. This process or plan should include all electronic content[23] regardless of format (e.g., web content, mobile content, presentations, documents, worksheets, videos, audio recordings, and social media posts). Emergency communication should be included in these formalized processes and plans.
In many contexts agencies must provide text alternatives to non-text electronic content, unless an exception applies, as provided by the Section 508 standards.[24] Such alternatives may consist of, for example, text descriptions of images or charts, and closed captioning or text transcripts for videos.
Agencies should use HyperText Markup Language (HTML) as the default when creating and publishing content online in lieu of publishing content in other electronic document formats that are designed for printing or preserving and protecting the content and layout of the document (e.g., PDF and DOCX formats), as provided by OMB M-23-22.[25] This practice makes web content easier to find, use, and maintain, and makes it work more reliably with assistive technology.
Agencies should generally avoid developing and using alternative versions (i.e., separate, accessible conforming versions of content) in lieu of making non-accessible electronic content accessible.[26] The use of alternative versions should be limited, to the greatest extent practicable, to situations where electronic content cannot be made available in one accessible version for legal or technical reasons.[27]
Agencies should prioritize the review of existing electronic content for accessibility or remediation based on the size of the target audience, frequency of user access, and criticality to the agency and users.
E. EVALUATE, MONITOR, COLLECT FEEDBACK, AND REMEDIATE FOR ACCESSIBILITY
For digital accessibility efforts to be successful, agencies need to regularly evaluate, monitor, collect feedback, and measure accessibility efforts and take actionable steps to remediate non-conformance in a timely manner. Accessibility testing and monitoring can help agencies reduce the risk of implementing inaccessible technology and ensure issues are resolved as quickly as possible. This type of continuous improvement enables agencies to become more adaptable and resilient, realize cost-savings, and provide a digital experience the public deserves.
Outlined below are strategies for agencies to manage and maintain digital accessibility.
Agencies should ensure systems are in place to monitor conformance with the Section 508 standards published by the Access Board. These monitoring systems should follow the entire software development lifecycle, including enterprise architecture reviews; IT program reviews; acquisition, design, development, production release reviews; and change control.[28]
Agencies should utilize the ICT Testing Baseline for Web to assist in determining web content conformance with Section 508 standards.[29]
Agencies should regularly and routinely scan Federal web content using automated testing tools to help ensure conformance with the Section 508 standards set by the Access Board, including, as applicable, the Web Content Accessibility Guidelines (WCAG).[30] Agencies should leverage automated testing tools in combination with targeted manual testing because automated testing tools cannot fully assess conformance to accessibility standards.[31]
Agencies should perform manual conformance validation testing, such as the Trusted Tester Conformance Test Process for the Web, in addition to automated testing.[32] In situations where limited resources prevent agencies from doing routine manual testing, agencies should employ sampling strategies or prioritize manual testing for priority efforts.
Agencies should collect qualitative feedback from users to assist in detecting inaccessible ICT and to inform remediation efforts.
Agencies should generally use the following criteria to prioritize targeted manual testing and remediation efforts for ICT based on activities that provide information, services, benefits, and programs to the public:
Highest volume of traffic (e.g., transactions, customers served, or unique users to a website).
Volume or significance of feedback received from individuals with disabilities through the agency’s public feedback mechanism.
Results of user research and usability testing with individuals with disabilities.
Submission of Section 508 complaints or initiation of litigation due to alleged inaccessibility of services or benefits.
Agencies should generally use the following criteria to prioritize targeted manual testing and remediation efforts for ICT that Federal employees use:
Extent of the product’s use among Federal employees; the inaccessibility of a common business application could have broad effects.[33]
Volume or significance of feedback received from employees.
Results of user research and usability testing with individuals with disabilities.
Submission of Section 508 complaints or initiation of litigation due to alleged inaccessibility of ICT.
Agencies should cooperate with and promptly respond to inquiries from their agency’s Office of the Inspector General and the Department of Justice (DOJ) to ensure independent oversight and evaluation of agency Section 508 implementation.
F. CULTIVATE A POSITIVE CULTURE OF DIGITAL ACCESSIBILITY
To create an accessible and inclusive environment where individuals with disabilities can interact with and use government information and services without facing needless barriers, agencies should foster a Federal ICT ecosystem that accounts for a wide range of sensory, cognitive, and physical accessibility issues; provide training for the Federal workforce and contractors, as appropriate, on accessibility responsibilities and obligations; and engage and consult with individuals with disabilities and organizations that represent individuals with disabilities.
The following are recommendations to create a sustainable and disability-inclusive agency workplace culture that aids in establishing and maintaining digital accessibility.
Agencies should develop an internal digital accessibility strategic roadmap and align it to agency-wide strategic planning efforts[34] (e.g., agency strategic plans or information resource management strategic plans) and budget formulation efforts.[35]
Agencies should develop an accessibility training plan that identifies appropriate training requirements for specific staff and the frequency at which it must be completed to maintain understanding of and the ability to apply Section 508 standards. Agencies should consider the incorporation of:
Trainings on steps all staff can use to comply with Section 508 standards (e.g., creating accessible documents), and familiarity with agency digital accessibility policy;
Regularly scheduled trainings for acquisition professionals on the incorporation of Section 508 requirements into acquisition activities; for IT Help Desk staff on assisting employees who use assistive technologies and identifying and troubleshooting reported ICT accessibility issues; and for staff with broad responsibilities for official communication, information dissemination activities, and outreach and engagement activities on Section 508 requirements.
Agencies should engage regularly with employees with sensory, cognitive, and physical disabilities individually and through agency employee resource groups and consult with organizations and external individuals with disabilities to gauge whether agency ICT is enabling individuals with disabilities to have access to and use of government information and services comparable to that of members of the public without disabilities.
Agencies should keep in mind that legal provisions other than Section 508 may impose additional obligations related to the accessibility of ICT. Under Section 501 of the Rehabilitation Act, for example, modifying ICT or providing assistive technology may constitute a reasonable accommodation for an agency employee with a disability.[36]
Agencies should promote awareness about the availability of assistive technology that will help employees with disabilities access and use ICT.
Agencies should routinely assess the needs of employees to find opportunities to acquire assistive technology that will support access to and use of information and data.
Agencies should ensure that Section 508 program managers and employees or contractors tasked with testing and evaluating digital accessibility have appropriate expertise and have, at a minimum, participated in a certified Section 508 conformance training program, such as the Department of Homeland Security (DHS) Trusted Tester Certification Program.[37]
Immediate Agency Actions
Within 30 days of the issuance of this memorandum, agencies shall report to OMB the name and contact information of the agency-wide Section 508 program manager. After this action, agencies are required to report any changes to the designated agency-wide Section 508 program manager to OMB within 30 days.[38]
Within 90 days of the issuance of this memorandum, agencies shall establish (or review and update, as appropriate) digital accessibility statements on all agency websites.[39]
Within 90 days of the issuance of this memorandum, agencies shall establish (or review and update, as appropriate) a public feedback mechanism for receiving complaints or reports about accessibility issues with agency websites and digital services and begin to track, review, and address feedback.
Within 180 days of issuance of this memorandum, agencies shall conduct a comprehensive assessment of agency policies to ensure that ICT accessibility considerations are incorporated in all relevant agency functions; develop a plan to update agency policies to align with the requirements of this memorandum, as needed; ensure any changes to policies are also updated in agency digital strategies; and make ICT accessibility policies publicly available.[40]
Each agency shall report annually to OMB and the General Services Administration (GSA) on its compliance with Section 508, in accordance with criteria and instructions disseminated by OMB.[41]
Immediate Government-Wide Actions
Update resources on Section508.gov so it is the one-stop online information resource on Section 508 that includes tools and tips for program managers, information for members of the acquisition workforce, links to training, etc.:
Within 180 days, GSA and the Access Board, in coordination with OMB, will review and update existing government-wide resources (e.g., websites, best practices, guides, and playbooks) related to the accessibility of websites and digital services, including resources on Section 508 requirements, to identify opportunities to provide further assistance to agencies and consolidate existing resources.
Anticipated updates to Section508.gov include sample accessibility statements, best practices for establishing and maintaining a public feedback mechanism, and best practices for establishing and maintaining a formal Section 508 complaint process.
Buy accessible:
Within one year, GSA, in consultation with the Access Board, will explore options for establishing a standardized accessibility conformance reporting process for government procurement of ICT, which should include a central repository of vendor accessibility conformance reports.
Within one year, GSA will establish a government-wide service to help agencies acquire products and services related to the accessibility of ICT, such as product accessibility testing, Accessibility Conformance Report (ACR) evaluations, and website and document remediation. In addition, GSA is encouraged to explore solutions that enable Digital Accessibility as a Service (e.g., consulting, testing, training, and remediation).
Expand certifications and trainings:
Within 180 days, GSA, the Access Board, and the Office of Personnel Management (OPM) will review existing Section 508 professional certification programs, identify opportunities to establish a professional certification program and create and publish guidelines for acceptable commercial certifications for Section 508 program managers.
Within 180 days, the CIO Council, in collaboration with the Chief Human Capital Officer (CHCO) Council, will develop best practices and guidelines, including standardized language for staff positions and a set of competency requirements, to improve the hiring and development of effective and qualified Section 508 program managers, digital accessibility testers, and related positions.
Within 180 days, DHS will explore scaling the DHS Trusted Tester Certification program to provide a comprehensive accessibility testing approach that includes testing electronic documents and other relevant ICT testing practices.
Expand assistive technology accommodation:
Within one year, the CIO Council, in consultation with relevant agencies and interagency bodies, will explore opportunities to establish a government-wide program to provide assistive technology devices and services or assistive technology consultation services to Federal agencies.
Explore a Federal digital accessibility design and testing lab:
Within one year, GSA, in consultation with the Access Board, will explore establishing a Federal digital accessibility design and testing lab staffed with accessibility specialists who can perform automated and manual testing and assessments of agency ICT, as well as provide user research and usability testing related to the accessibility of ICT.
Policy Assistance
All questions or inquiries regarding this memorandum should be addressed to the OMB Office of the Federal Chief Information Officer (OFCIO) via email: [email protected].
Additional technical assistance on Section 508 is provided by the U.S. Access Board and General Services Administration. Agencies are encouraged to make use of Section508.gov, which provides resources and best practices to assist with agency implementation efforts.
Attachments:
Appendix A. Agency Roles and Responsibilities Related to Section 508
Appendix B. Government-Wide Roles and Responsibilities Related to Section 508
APPENDIX A. AGENCY ROLES AND RESPONSIBILITIES RELATED TO SECTION 508
Agency Chief Acquisition Officer (CAO)
Responsible for agency performance of acquisition activities and acquisition programs, including the development of the agency’s acquisition workforce.
Ensures Section 508 requirements are incorporated into any ICT that is procured by the agency, in collaboration with the agency Chief Information Officer (CIO).
Agency Chief Diversity and Inclusion Officer
Coordinates efforts to promote diversity, equity, inclusion, and accessibility within the agency.
Agency Chief Information Officer (CIO)
Establishes the agency-wide Section 508 program, provides leadership of the program, ensures the program is adequately resourced, and appoints the agency Section 508 program manager.
Ensures the Section 508 program manager has sufficient delegated authority, support, and resources.
Ensures Section 508 accessibility considerations are incorporated into the planning, operation, and management of any ICT that is developed, used, or maintained by the agency.
Ensures Section 508 requirements are incorporated into any ICT that is procured by the agency, in collaboration with agency CAO.
Agency Chief Human Capital Officer (CHCO)
Develops training plans to identify who should receive training on digital accessibility and establishes training schedules for appropriate staff on Section 508 compliance, in consultation with the Section 508 program manager.
Agency Equal Employment Opportunity Officer
Responsible for coordinating obligations to applicants or employees with disabilities in the Federal Government under Section 501 of the Rehabilitation Act of 1973, including the reasonable accommodation and complaint processing regulations in 29 C.F.R. Part 1614.
Agency Senior Procurement Executive
Responsible for management direction of the acquisition systems of an Executive branch agency, including the implementation of the unique acquisition policies, regulations, and standards of the agency.
Agency-wide Section 508 Program Manager
Manages Section 508 Program on behalf of the agency CIO (or designee), to include developing and maintaining agency policies, guidebooks, and disseminating best practices.
Supports the agency’s efforts to create an accessible and inclusive ICT environment for all employees and members of the public with disabilities.
Coordinates and collaborates with other staff responsible for Rehabilitation Act compliance, including the provision of reasonable accommodations.
Provides consultation to, or participates in, agency capital planning and/or business case development and IT governance to ensure ICT activities appropriately integrate Section 508 compliance across the IT and acquisition lifecycles.
Assesses and seeks to address the needs of the public and employees with disabilities with regards to ICT accessibility.
Manages and coordinates:
Assistance to acquisition officials and developers in procuring or building accessible ICT;
Evaluation of web content, software, and/or hardware for Section 508 conformance;
Section 508 training;
Creation and review of electronic documents for Section 508 conformance; and
Provision of alternative formats.
Contracting Officer
Reviews and complies with FAR section 11.002(f) and subpart 39.2 by ensuring Section 508 standards are considered in acquisition planning documents and procurement requirements for ICT and that deliverables meet accessibility standards.
Includes applicable Section 508 accessibility standards in requirements and acquisition planning documents and agreement, per FAR section 7.105(b)(5)(iv).
Contracting Officer’s Representative and Requiring Officials
Includes applicable Section 508 accessibility standards in acquisition planning and requirement documents.
Verifies that products or services delivered under an agreement meet the accessibility terms and conditions included in a contract prior to accepting deliverables.
Heads of Federal Agencies
Ensures that individuals involved in acquisition planning and requirements specify needs, develop plans, specifications, etc. that address ICT accessibility using standards issued in 36 CFR part 1194.
Information Technology Program and Project Managers
Consistent with the Federal Acquisition Certification for Program and Project Managers, and the Office of Personnel Management Competency Model for IT Program Management, ensures Section 508 is considered throughout the acquisition and information technology lifecycles.
Meets and collaborates regularly with the Section 508 program manager and reasonable accommodation program staff to ensure ICT is accessible and usable.
Ensures that ICT, such as websites and digital services, meets the needs of individuals with disabilities and conforms to Section 508 standards.
Meets and collaborates regularly with the Section 508 program manager and other staff responsible for Rehabilitation Act compliance, including the provision of reasonable accommodations, to ensure ICT is accessible and usable.
Purchase Card Holders
Confirms the accessibility of ICT prior to purchase.
APPENDIX B. GOVERNMENT-WIDE ROLES AND RESPONSIBILITIES RELATED TO SECTION 508
U.S. Access Board (Access Board)
Develops and issues Section 508 accessibility standards.
Provides technical assistance and trainings on Section 508 to Federal agencies.
Supports the development of accessibility tools and best practices.
CIO Council Accessibility Committee
Serves as the principal interagency forum to support and improve the implementation of Section 508.
Department of Justice (DOJ)
Collaborates with the General Services Administration to collect and evaluate information from all Federal agencies to ascertain status of compliance with Section 508.
Biennially prepares and submits to the President and Congress a report on and recommendations regarding the state of Federal agency compliance with Section 508 requirements, including the quantity and categorization of individual complaints that are collected and resolved.
Department of Homeland Security (DHS)
Maintains and updates, as needed, the Trusted Tester Conformance Test Process.
Manages the Section 508 Trusted Tester Program, which includes training and formal accessibility testing certification for the Trusted Tester Process.
Federal Acquisition Regulatory (FAR) Council
Incorporates Access Board standards into the Federal Acquisition Regulation (FAR) as appropriate.
General Services Administration (GSA)
Provides Section 508 technical assistance to Federal agencies, in collaboration with the Access Board.
Maintains Section508.gov, in collaboration with the Access Board, as a central information resource for agencies on Section 508 management and implementation.
Annually prepares and submits a comprehensive report, in consultation with OMB, to Congress on the accessibility of Federal ICT, by agency and government-wide, recommendations that agencies or Congress can take to improve compliance with Section 508, and GSA activities and plans to support and improve agency compliance.
Leads the development and management of tools, such as the Accessibility Requirement Tool and the Solicitation Review Tool, for use in agency activities, including acquisition, IT, and Section 508 management functions.
Continues incorporation of Section 508 conformance metrics or Accessibility Conformance Reports (ACR) into ICT related Governmentwide Acquisition Contracts (GWAC).
Office of Inspector General (IG)
Provides independent oversight of agency Section 508 compliance, as needed.
Office of Management and Budget (OMB)
Develops Government-wide policies on the management of information resources, including information technology.
Assists agencies, including GSA, DOJ, and the Access Board, as they implement and ensure compliance with Section 508 standards.
[2] All four OMB memoranda are available at https://obamawhitehouse.archives.gov/omb/procurement_index_508/
[3]See 36 C.F.R. part 1194, app. A (E103.4). The Access Board defines ICT as “information technology and other equipment, systems, technologies, or processes, for which the principal function is the creation, manipulation, storage, display, receipt, or transmission of electronic data and information, as well as any associated content.”
[4] As used in this memorandum, the term “national security system” has the meaning given in 40 U.S.C. § 11103.
[5]See National Center on Birth Defects and Developmental Disabilities, Centers for Disease Control and Prevention, Disability and Health Data System (DHDS) Data, https://dhds.cdc.gov
[7]See About Disability, U.S. Census Bureau, https://www.census.gov/topics/health/disability/about.html
[8]See AARP and National Alliance for Caregiving, Caregiving in the United States 2020.
[9]See OMB Memorandum M-23-22, Delivering a Digital-First Public Experience.
[10] This memorandum establishes policies for the management of ICT that will facilitate agencies’ digital accessibility efforts, including implementation of Section 508. It does not, however, alter agencies’ legal obligations under Section 508 itself.
[11] At the discretion of the agency CIO (or designee), sub-agencies, components, and offices may maintain a sub-agency-, component-, or office-specific Section 508 program; however, all Section 508 programs must coordinate with the agency-wide Section 508 program, including the centralization of reporting requirements.
[12]See Executive Order 14035, Diversity, Equity, Inclusion, and Accessibility in the Federal Workforce.
[13]See Appendix A (Agency Section 508 program manager).
[14] See more about roles and responsibilities in Appendix A: Agency Roles and Responsibilities Related to Section 508, and Appendix B: Government-wide Roles and Responsibilities Related to Section 508.
[15] Agencies should develop this statement and its display in coordination with requirements in OMB Memorandum M-23-22. Agencies are free to display this information in a manner that works best for the agency (e.g., a link in the footer of the site). Agencies may develop a single accessibility statement for the entire organization (and all websites) and link to that accessibility statement or agencies may develop many tailored accessibility statements for different sub-agencies, components, and offices or products.
[16] Agencies may use a web-based form or a general inbox managed by the Section 508 program as a feedback mechanism, but the web-based form must comply with Section 508 standards.
[19] The Accessibility Requirements Tool (ART) (www.section508.gov/art/#/) was developed by GSA, in consultation with the Access Board, to provide technical assistance to agencies.
[20] The Solicitation Review Tool (SRT) (https://www.section508.gov/buy/solicitation-review-tool/) was developed by GSA to provide technical assistance to agencies.
[21] An accessibility conformance report (ACR) documents a product’s accessibility or, more specifically, documents how a product meets the applicable standards, such as the technical standards implementing Section 508. The Voluntary Product Accessibility Template (VPAT), pronounced “vee-pat”, is a commonly used industry template to assist in accessibility conformance reporting.
[22] OMB Circular No. A-130, at 13; see 36 C.F.R. part 1194, app. A (502.1)
[23] “Electronic content” as used in this memorandum refers to “[e]lectronic information and data, as well as the encoding that defines its structure, presentation, and interactions.” 36 C.F.R. part 1194, app. A (E103.4).
[24]Id., app. A (E205); Web Content Accessibility Guidelines 2.0, W3C World Wide Web Consortium Recommendation, Dec. 11, 2008, Level A & Level AA Success Criteria 1.1.1, https://www.w3.org/TR/2008/REC-WCAG20-20081211/
[25]See OMB Memorandum M-23-22, at 21-22. HTML is the standard code used to structure and design content for display in a web browser. HTML provides numerous advantages (e.g., easier to make accessible, friendlier to assistive technology, more dynamic and responsive, and easier to maintain).
[26] Unnecessary use of alternative versions is costly. Agencies will save time and money if they create electronic content with accessibility in mind. Therefore, agencies should strive to produce one accessible version when developing electronic content rather than developing multiple redundant versions (non-accessible and accessible). Agencies should consult Section508.gov and the Web Content Accessibility Guidelines (WCAG) for best practices on alternative versions.
[27]Agencies should use the electronic content categories set by the Access Board to identify the types of covered electronic content produced by the agency, including public facing content and official agency communications, and ensure the content meets the recommended conformance levels.
[28] 40 USC § 11315(c)(2); OMB Memorandum M-15-14, Management and Oversight of Federal Information Technology, at 13.
[29]The ICT Testing Baseline describes the minimum checks that must be performed to determine effectively whether online content meets Section 508 standards. The ICT Testing Baseline is not intended to be a test process itself. See https://ictbaseline.access-board.gov/.
[30] The expectation is that agencies will use automated testing tools to scan all web content on all webpages on all web-responsive hosts that the agency owns, operates, or manages, including internal-facing web content on intranets, at a set, regular frequency to identify potential instances of non-conformance. Information about additional web accessibility evaluation tools can be found on W3C websites. See https://www.w3.org/WAI/ER/tools/.
[31] In this context, “automated testing” refers to the application of software tools that evaluate a digital product to identify common accessibility errors and flag potential issues. “Manual testing” refers to trained individuals using a documented, consistent, repeatable process to evaluate a digital product’s accessibility against accessibility standards to determine conformance. Some criteria associated with accessibility standards are highly context- dependent, which means that human judgment is often required to appropriately determine conformance. Automated testing cannot evaluate the criteria of accessibility standards that require human subjectivity.
[32]The Trusted Tester Conformance Test Process is a code-inspection-based test approach for determining web content conformance to Section 508 standards. See www.dhs.gov/trusted-tester.
[33] Examples of common business applications include document authoring and management software, communication and messaging software, video conferencing tools, and time and attendance systems.
[34] For example, agencies may choose to incorporate the accessibility roadmap into the strategic plans required by the GPRA Modernization Act, Pub. L. No. 111-352, or the DEIA strategic plans required by the Executive Order 14035, Diversity, Equity, Inclusion, and Accessibility in the Federal Workforce.
[35] “Accessibility roadmaps” should not be considered a standalone effort but an exercise to identify accessibility challenges and begin to align and incorporate accessibility efforts into organizational-wide efforts.
[37] A Trusted Tester follows the Revised Section 508 Conformance Test Process for Web, uses approved testing tools, and evaluates web applications for conformance with the Access Board’s Section 508 standards. Trusted Testers have passed the DHS Trusted Tester Certification Exam. Seehttps://www.dhs.gov/trusted-tester.
[38]See Section508.gov for additional information on reporting instructions.
[39] See accessibility statement requirements in “Section A. Establish Digital Accessibility Programs and Policies” of this memorandum.
[40] Agencies are encouraged to consult the IT Accessibility Policy Framework at https://www.section508.gov/manage/policy-framework/introduction/, which recommends practices for assessing and improving policies on ICT accessibility.
[41]See Consolidated Appropriations Act, 2023, Pub. L. No. 117-328, § 752(a)(1)-(3). To report annual progress data to OMB, agencies should follow the reporting process (instructions and criteria) outlined on the Section 508 website. See https://www.section508.gov/manage/section-508-assessment/
[42]See OMB Memorandum M-23-22. Product managers serve in a particularly critical role in government since they translate business goals into development priorities, scope product backlogs and roadmaps, and manage value creation for users and the agency.
Clean Kiosks – Considerations Before and After Deployment
September 25, 2018
Kiosk cleanliness is a significant factor in ensuring peak performance and maximum uptime.
All too often, deployers look at interactive kiosks as a sort of “set it and forget it” device, paying little attention to the units once they’ve been placed.
If the units are performing as expected, why rock the boat? A kiosk that’s doing its job can free staff up to perform more complicated tasks, speed up operations and result in increased revenue.
But failing to give a kiosk a bit of love every now and then can lead to heartbreak down the road. Left unattended, the units can get dirty, inadvertently turning off potential users and creating an impression that can transfer to other aspects of the business. If a self-order kiosk in a restaurant lobby is filthy, what does that say about the kitchen?
In addition, with every user interacting with the same touchscreen, is that device serving as a transfer point for all types of nasty bugs? Is it any wonder that major supermarkets always provide antibacterial wipes for their customers to wipe down their shopping carts? It’s expected and it is the first impression walking into the store.
Keeping a kiosk clean isn’t just about creating a good impression. Regular attention can also go a long way to extending the life of the of the unit, keeping it doing its job for years to come.
At the drawing board
The process of keeping a kiosk clean and in good working order begins with the design of the unit itself.
Do enclosures include keyed access panels that make it easy for staff to clean the inside of the enclosure while preventing unauthorized people from tampering with the inner workings? Is the PC and other components plans in such a manner that they are easily accessible?
Have the designers taken into account where the device will be located? A kiosk located outdoors near the beach will likely require more robust filtration than one located in a doctor’s office, while a self-order kiosk in a fast-food restaurant might need filters that protect the inner workings from grease buildup as well as front-facing fluid ingression resistance (aka IP65).
If the kiosk will be located in a parking garage, the enclosure itself might need to incorporate a coating that will protect it from car exhaust in addition to the day-to-day dirt buildup.
And anywhere there is specific cooling or heating involved there is an air intake, which means there will be air filters that require regular maintenance.
Different paint treatments for enclosure color will make a difference as well. A textured paint will show a lot less dirt than a stainless steel finish. Outdoor units will also need to include climate-proof coating to protect it from humidity and other environmental factors.
Of course, the component that will need the most attention is the touchscreen. Depending on the use, the screen could interact with hundreds of users a day.
Touchscreen cleanliness can be of critical importance when deployed in health care facilities, where many of the users may be sick, or in an international airport, where users may be coming from all around the world.
A recent study conducted by Insurancequotes.com tested samples from a variety of surfaces at three different major U.S. airports and found that touchscreens harbored more than twice as many “colony-forming units” of bacteria and fungus as the toilet flush button in an airplane restroom. Although the study wasn’t large enough to draw a scientific conclusion, it did indicate that kiosk touchscreens require special attention when it comes to cleanliness.
Still, deployers need to check and see what the manufacturer recommends when it comes to cleaning a touchscreen. Many screens have an “oleophobic” coating that is resistant to fingerprints; some cleaning chemicals can remove that coating. Fingers typically have a certain amount of body oil; just look at screen of your mobile device for proof. There are also a number of antimicrobial wipes on the market designed for cleaning touchscreens.
Before adopting any product making antimicrobial claims, deployers should seek out the Material Safety Data Sheet (MSDS) for that product. Most are available online. The Kiosk Industry website is also a good place to obtain information about cleaning products.
If a deployer does use cleaning products to clean a kiosk touchscreen, most deployers recommending spraying those chemicals on a cloth rather than spraying them on the screen itself.
For the enclosure itself, in many cases water and mild soap are sufficient for cleaning, taking care to ensure air vents are free of debris. A small handheld vacuum can be used to clean dust buildup from the inside of the enclosure (taking care not to damage circuit boards). That’s also a good time to check filters and replace them if needed.
A best practice example would be to adopt the same cleaning schedule as your customer counter. In the morning wipe the kiosk touchscreen with something like Easy Screen and ideally at the end of business wipe it again. Every day. Also any contact points, and while you are at it, do your mobile phone too!
Contracting the work
Unfortunately, in many businesses kiosk maintenance is close to the bottom when it comes to the list of priorities.
As kiosks have become more commonplace, though, a number of companies have sprung up to provide regular maintenance. For a deployer with dozens or hundreds of kiosks, farming out maintenance may be an option.
In addition to cleaning those kiosks on a regular basis, technicians can check fans, filters and other interior components for dust buildup and check connections to ensure they stay secure.
While hiring an outside company to conduct kiosk cleaning and perform preventive maintenance obviously comes with a cost, it may be negligible compared with costs of downtime and the impact of having customers see a dirty unit.
At the end of the day, the best way to ensure a fleet of kiosks achieve maximum uptime is to work with an experienced kiosk vendor who can recommend the actions a deployer can take to keep a kiosk clean and operational. Olea Kiosks stands ready to help.
Type of Kiosk: Different kiosks (e.g., informational, transactional, interactive) have varying hardware requirements. Is it a complex unit or simple unit?
Installation: Costs can vary based on the complexity of installation, including site preparation and setup.
Software and Licensing
Software: The cost of the operating system, applications, and any custom software.
Licensing: Ongoing costs for software licenses and updates.
Kiosk Tech Support Tool “Show and Tell” by Advanced Kiosks
Introducing our innovative Show & Tell EZ Support to upload your video explanation of your issue directly to our technicians!
Getting technical support for your kiosks when they have a problem can often be a problem in itself.
Where is the serial number
What number do I call
When can I call it, etc.
How do I install or activate the kiosk to the network?
Advanced Kiosks has a very cool capability which uses the camera on your phone. Scan the QR code, enter basic ID info and then shoot and upload video showing the problem.
Proper technical support helps ensure kiosks remain operational and perform optimally. This includes:
Proactive maintenance to prevent issues before they occur
Remote monitoring to quickly identify and resolve problems
Timely software updates and security patches
Businesses can maintain customer satisfaction and avoid lost revenue opportunities by minimizing downtime and keeping kiosks running smoothly.
Enhancing User Experience
Technical support plays a crucial role in delivering a positive user experience.
Troubleshooting user interface issues
Ensuring fast response times and smooth interactions
Assisting customers who encounter difficulties
A well-supported kiosk is more likely to meet customer expectations for convenience and efficiency.
Cost Reduction
While implementing tech support requires investment, it can lead to significant cost savings in the long run
Reduced need for on-site technician visits
Lower repair and replacement costs through preventative maintenance
Improved resource allocation based on usage data and analytics
Data-Driven Insights
Advanced tech support systems can provide valuable data and analytics
Usage patterns and peak times
Common issues and failure points
Customer behavior and preferences
This information allows businesses to optimize their kiosk deployments and overall operations continually.
Scalability and Flexibility
As businesses grow, effective tech support enables easier scaling of kiosk networks
. Remote management capabilities allow for:
Centralized control of multiple kiosks
Rapid deployment of updates and new features
Consistent performance across locations
In conclusion, investing in quality technical support for kiosks is crucial for businesses looking to maximize the benefits of self-service technology while minimizing operational challenges and costs.
Instead of taking away jobs, self-service technology is opening up a host of new opportunities. A look at how self-service adds employees and also an internal look at compensation for people in the self-service industry.
By Richard Slawsky contributor
Nearly everyone who’s been involved with the self-service technology industry for any length of time has heard the refrain. Applications such as self-order kiosks, patient check-in tablets and similar technologies are allowing evil corporations to replace employees with machines, putting people out of work and eliminating entry-level opportunities.
In fact, nothing could be further from the truth. Deploying kiosks to handle mundane tasks such as taking orders or filling out patient forms is helping to increase business for companies that deploy those devices. And far from being a job-killer, the development of self-service technology is creating a host of new job opportunities
Show me the money
While restaurant franchisees tend to view self-service initiatives as an unnecessary expense and employees view them as a threat, in practice the opposite appears to be true.
Sales at Panera Bread’s nearly 500 company-owned stores, for example, were up 6.2 percent in Q1 thanks to the ongoing deployment of Panera 2.0, a suite of technologies designed to improve the customer experience. Those technologies are centered around tablet-based self-order kiosks.
Tablets are made by LILITAB
“The consumer-facing technology results in labor savings for Panera; these hours are redeployed in the café,” Panera Chief Transformation & Growth Officer Blaine Hurst told Business Insider. “In fact, in most cases, Panera increases the number of associate hours in our cafes; and they see increases in overall guest satisfaction.
Probably the biggest explosion in job growth, though, is taking place in the kiosk industry itself. Although studies that purport to put a dollar value on the size of the kiosk industry vary from one to the next, they all agree on one thing: The market is expected to continue growing for the foreseeable future.
Transparency Market Research, for example, pegged the global kiosk market at $12.2 billion in 2015, with that market expected to grow at a 10.9 percent clip over the next eight years, reaching $30.8 billion by 2024.
That growth means tremendous opportunities for people with skills in design, engineering, software creation and sales, to name a few. And in many cases, pay for those positions is well above what other industries are offering.
“You want mechanical engineers with experience.,” Snyder said. “Mechanical engineering in the kiosk industry is very specialized. You want to keep experienced mechanical engineers at all costs.”
Factory floor people are important too, Snyder said.
“You want to keep these guys since it takes about eight months for a factory floor guy to become experienced enough to be productive,” Snyder said. And today, software is such a consideration that hiring software developers has added a whole new pay tier. A kiosk deployer can easily spend several million dollars in setting up a software department.
Sales positions are a bit easier to fill, but the kiosk salesperson has to understand lots of components and the engineering aspects of the various kiosk models being offered by the company. While compensation plans are obviously an uncomfortable topic, and every company has their own practices when it comes to pay for the sales staff, there are some commonalities across the kiosk industry.
“For me, it was set up in the fashion of a medium-size base with a lot of back-end commission,” said Eric Olmsted, who did an 18-month stint as VP of Kiosk Information Systems.
“It was kind of a ‘what have you done for me lately’ model,” he said. “Some of the deployments we did were multimillion-dollar deals, so it was very lucrative to get those. You could also make a lot of money on higher-margin deals for deployments of five or six kiosks.”
Commissions were paid once the purchase order was paid, with deployments taking place over months or years paying as the various stages were completed. And in Olmsted’s case, at least, items such as software or service plans provided the opportunity to make higher commissions.
“Those margins were a lot higher because we already had the software in-house,” he said. “Obviously each individual’s going to have different needs and wants, and that’s going to affect commissions.”
Click to expand
The accompanying sidebar gives a rough estimate of what the various positions in a large kiosk manufacturer might pay. Obviously, compensation is likely to be much less in a smaller company, and in many cases one person might hold multiple positions. In addition, salaries depend on factors including the cost of living in a particular community, the value of a particular employee and how long they have been with that company.
“You need to keep your core experience and adapt to the up-and-down cycles using temp workers,” Snyder said. “Sales and engineering is a bit more complex in that you cannot use temps for salesmen or mechanical engineers.”
It’s the same with project managers and buyers. Companies need to optimize their structure to be able to adapt to sales fluctuations.
“There’s ways to double up,” Snyder said. “An engineer could also be a project manager. You can slip and slide them in between positions that way, but you’ve got to keep a certain amount of people on the bench. Project managers, engineers and factory floor production people are hard to find. If you get one you like, you keep them.”
Complicating matters is the fact that companies are faced with the challenge of competing with other technology industries for qualified employees.
“It’s a challenge, especially when it comes to engineers,” Snyder said.
“It’s really hard to find a good mechanical engineer who has any background in the kiosk world, because it’s a whole different ball game,” he said. “You’re talking about bending metals. You’re talking about bend radiuses and metal stretching when you bend it. You’ve got to be aware of all these things. Usually, a kid coming straight out of college knows the basics but not the specifics of a kiosk operation.”
See sidebar graphic for Tips for sales compensation plans.
Click to expand
As the industry continues to grow, companies can work to overcome those challenges by going out to universities and tout the opportunities the industry holds. Most engineering schools require students to do a co-op as they near graduation, so getting involved with those types of programs can help meet staffing needs as well.
“What they can do to foster it is they can go to universities and say, ‘We have openings for college kids to come in and co-op’,” Snyder said. “Obviously, you’re then going to get a better result if you give them some level of compensation. It doesn’t need to be much, but you have to give them something.”
Approach new customer-facing technology — such as self-serve kiosks — with strategic planning. (Photo: Sahacha Nilkumhan/Shutterstock)
Are you taking advantage of self-service technologies at your small business? According to research from Bouncepad, three out of four consumers are more likely to visit a store where tech is part of the experience. What’s more, they report having a better customer experience if they can self-serve using tablets.
Adding self-service technology can be a real boon for your small business — but only if you’ve done your research and planning, said Craig Allen Keefner, executive director of the Kiosk Industry Association. NCR Silver asked Keefner to share his advice for how to make sure your small business’s kiosk project is a success.
Identify the purpose of your kiosk
Just as you need a business plan to effectively run your business, adding new customer-facing technology requires planning and strategy if it’s going to work. While a plan doesn’t guarantee a successful project, it certainly helps things go more smoothly.
“Have a clear idea of which benefit(s) you want to bring to your customers. Identify the purpose the self-service will serve.” -Craig Keefner (Photo: Craig Keefner)
Many business owners don’t fully think through everything they want their self-serve station to accomplish, said Keefner. “Have a clear idea of which benefit(s) you want to bring to your customers,” he said. “Identify the purpose the self-service will serve.”
The requirements of your project will differ depending on what your goals are. For instance, a kiosk used for ordering food and taking payments will have different functionality requirements than one that serves as a product information guide.
TIPS FOR A SUCCESSFUL INTERACTIVE KIOSK DEPLOYMENT
Interactive kiosks are everywhere! Nearly every day in the news there is a new story of kiosks being deployed in a wide variety of applications intended to create greater efficiency in a variety of industries, including retail, food service, casino gaming, government agencies, school campuses, and more.
With so many success stories, many businesses see digital kiosks as a “magic bullet” that is going to increase revenue while cutting costs. While this is often the case, it is still important to look at a kiosk deployment as a strategic project that involves planning, execution, and follow-up to ensure that the kiosks are maximizing their potential and generating the most revenue in the most efficient deployment.
Location and Convenience Are Key!
Frank Olea, owner of Olea Kiosks, often compares interactive kiosk deployment to selecting a real estate location for a commercial business. Location and convenience are critical to a successful kiosk project, and as Olea says, kiosks are like retail stores, and “just because it exists, doesn’t mean people will go there.” The primary purpose of self-service kiosks is convenience, but if the kiosk isn’t placed in a convenient location, the kiosk inherently is no longer convenient.
As Olea says, “people naturally choose the path of least resistance,” so when confronted with any difficulty, such as an inconvenient location, customers will choose an easier option. For example if your favorite restaurant has a shortage of parking spaces and requires 20 minutes to look for parking, you are probably going to leave and find a more convenient option, no matter how much you may love the food. After a few instances of parking lot frustration, you probably will stop even considering that restaurant as an option.
The same can be true of kiosks. If a kiosk is placed in an out-of-the-way location or consistently has long lines, then consumers will naturally look for a more convenient option.
5 Tips for Success
The following are a few tips that will help ensure your kiosk deployment is able to help you to achieve your goals:
1. Clearly Define the Kiosk’s Business Objectives and the Potential Audience
Interactive kiosks have become such dynamic machines that they are able to handle nearly infinite numbers of business functions. It is important when planning a kiosk project that you clearly define the business objective for the kiosk as well as define the demographics of the group that will be using the kiosk.
The kiosk’s objectives and the potential audience can influence the design of the physical unit, the selection of optional components, and the design of the user interface. For example, with a healthcare kiosk, it is often important to provide an ADA compliant solution, which means that all components on the kiosk need to be accessible to all users, and the user interface must provide a solution for impaired users. Similarly, while a standard wayfinding kiosk can be a straightforward solution, there are many options that can be considered, such as the addition of banner ads to the user interface, which can make the kiosk project more successful.
Additionally, consider the volume of traffic and portability of the kiosk. While some kiosks are built to be completely portable with extremely modular lightweight components, such as Olea’s TapSnap portable photo booth, other kiosk projects have to deal with the rigors of a high volume of users every day, such as Olea’s ADOT vehicle registration renewal kiosks. Understanding the potential volume of users will ensure that your kiosk will be able to provide an effective long-term business solution.
An experienced kiosk builder, such as Olea, will work closely with its customers to identify who will be using a kiosk, how it will be used, and the likely number of users, and then develop a comprehensive design specification that directly caters to these factors. The more clearly you are able to define your objectives, the more likely the kiosk will be able to satisfy your goals.
2. Promote Your Kiosks!
Studies have shown that 85% of adults use kiosks for self-service transactions, so there is a tremendous interest in and demand for new kiosk deployments. As such, be sure to promote your new kiosk deployment with visible signage on and around your kiosks to ensure that it captures the attention of potential new users that are passing by.
Consumers have quickly become so accustomed to using self-service interactive kiosks that they not only prefer these self-service options, but they have now come to expect it! Make sure that you are supporting your kiosk deployment with enough promotion so that new users know it’s there.
3. Use Human “Stewards”
As mentioned above, there is a huge demand for self-service solutions, such as interactive kiosks, but sometimes humans can be resistant to change. Once we get comfortable using a particular product or service in a way that suits us, we may be reluctant to try something new or different.
When customers encounter a new kiosk, there may be some trepidation to try this new system, but this situation can be overcome by training customer service staff to closely monitor users of the kiosks and function as “stewards” for those users that encounter any difficulties. With human staff able to offer immediate guidance on the kiosk’s functionality, consumers will more quickly adapt to the new self-sufficient system and are more likely to become dedicated kiosk users.
Typically, once a customer gains confidence in a self-service solution, they are likely to prefer that self-service option for every transaction, which can increase customer satisfaction and provide greater overall efficiency. By using human “stewards” to guide the user through any difficulties, there is a greater likelihood that customers become dedicated long-term kiosk users.
4. Strategic Kiosk Placement
When initiating a new kiosk deployment, it is important to gather as much data as possible on current users of your services and to develop projections of estimated potential users of the new kiosk systems. In addition, it is often useful to create a schematic of your floor plan so that your kiosk manufacturer can work with you to determine the best solution for your needs.
For example, if you are deploying a wayfinding solution, you want to make sure that the kiosk is positioned in the highest traffic areas, but deployed in a location that will be unobtrusive to the flow of traffic. Similarly, for retail kiosks that provide SKU lookup functionality, product shopping capabilities, and a self-checkout system, it is typically most beneficial to deploy the kiosk near existing POS machines so that customers transition from human POS systems to the new self-service kiosk options.
5. Analyze Data and “Split-Test”
After a new kiosk project is launched, the project typically is not finished. Once the kiosks go live, it is important to begin the data tracking and analysis phase. Kiosk software can be configured with advanced tracking software that can provide detailed information on a variety of usage statistics including total users, average session duration, transactions started/finished (for retail kiosks), and user goals accomplished (i.e. new accounts created, loyalty cards issued, wayfinding map requests, etc.).
From this data, a business can often further optimize its kiosk deployment. For example, by using the old advertising technique of “split-testing,” a retail business can test multiple up-sell and cross-sell options to determine which is the most successful and drives the greatest ROI.
Similarly, it can sometimes be beneficial to “split-test” the physical location of kiosks in a store or facility. For example, in a retail setting, it may be beneficial to split test the placement of a kiosk near the entrance, near a POS system, and near the busiest thoroughfares to see not only the volume of users in each location, but also how the kiosks are being used – e.g. wayfinding, product lookup, UPC scanning, etc.
By closely monitoring the performance of a kiosk through the data provided through the kiosk analytic systems, the kiosk deployment can be tweaked and fine-tuned to ensure it is generating the best ROI for your business.
Award-Winning Interactive Kiosk Manufacturer
Olea Kiosks has been building award-winning interactive kiosks for over 40 years. We work closely with our customers in all phases of a kiosk project, including planning, manufacturing, deployment, and post-deployment follow-up to ensure that our kiosks generate the greatest ROI to our customers. Contact Olea today to find out how our interactive kiosk solutions can benefit your business.
Gift card litigation over alleged Title III violations continue into the new year
By Matthew P. Horvitz, Counsel and Andrew J. Ferren, Director – Goulston & Storrs
It is a little-known fact that, in 1994, Blockbuster video was the first store to display pre-paid gift cards for sale. Unlike VHS rentals, the gift card industry has only grown in popularity. Gift cards from major retailers were once again at the top of many holiday wish lists. Considered a more polite version of cash, gift cards take the stress and guesswork out of gift giving. They also allow recipients to skip the dreaded “returns” line and choose the specific items, models, sizes, and colors they desire.
Recently, gift cards have found popularity with a new group: plaintiffs’ lawyers. In the fall, a small number of plaintiffs filed over 100 virtually identical class action lawsuits in New York federal courts. These lawsuits allege that retailers, restaurants, and other businesses violate Title III of the Americans with Disabilities Act and the New York City and State Human Rights Laws by failing to provide gift cards with Braille, the tactile writing system of raised dots that can be “read” by people who are blind or have low vision.
Now, these types of claims are also beginning to be filed in California.
One of my good friends in the industry in Thomas Smith of Montegonet, oops I mean Self-Service Networks.
Click to view full size
Tom was one of the original Bay Hill bunch back in 2001 when we first set up a kiosk association. Back then he was MontegoNet but in 2007 transformed to Self-Service networks and all types of gift card solutions. Back then Compaq was still a company.
Gift card solutions get in open loop VISA and Master Cards. That involved a fee. The prepaid gift card market is dominated by companies like Blackhawk, Incomm and maybe 10 total. These companies market those programs to the big retailers.
The latest iteration Tom is launching is a digital shopping card. You can use it via mobile and electronically. It acts a lot like an iTunes card, but for gift cards.. And it also comes with a complete program that can be offered to the retailers (not just the card).
And there are no fees. Hallelujah….
It’s pretty cool stuff.
So it turns out for starters you can use VersEcard at iTunes, or my usual favorite Amazon. But I can also use it at Best Buy, Home Depot, Lowes as well as now, local and regional merchants who before were shunned for lack of better term (not considered significant mass).
Self-Service Networks will be selling online as well as apps as well distributing from its network of brick and mortar (or Clicks & Mortar) network of kiosk stations.
Right now they are crowdfunding the entire project and inviting people to learn more it and contribute.
By now, you may be aware of the next advancement by Self-Service Networks as we embrace the digital world of gift giving. For years, our gift card vending products have sold hundreds of thousands of plastic gift cards to the delight of shoppers, and now we’re excited to announce our expansion into digital gifting, with a twist, of course.
Our team is actively developing this next generation of digital gifting and could really use your help. Please check out our crowdfunding page – there are a couple short videos featuring yours truly describing the versEcard product and a few really great perks for contributing. The momentum on our crowdfunding site is growing, but I could use your help to move that needle even faster.
Please visit our site at http://igg.me/at/versecard and pledge your support today! Time is running out – any amount brings us closer to our goal.
And, please pass this message along within your network – much appreciated!
Interactive kiosks have become such dynamic machines that they are able to handle nearly infinite numbers of business functions. It is important when planning a kiosk project that you clearly define the business objective for the kiosk as well as define the demographics of the group that will be using the kiosk.
iosk deployment, it is important to gather as much data as possible on current users of your services and to develop projections of estimated potential users of the new kiosk systems. In addition, it is often useful to create a schematic of your floor plan so that your kiosk manufacturer can work with you to determine the best solution for your needs.
After a new kiosk project is launched, the project typically is not finished. Once the kiosks go live, it is important to begin the data tracking and analysis phase. Kiosk software can be configured with advanced tracking software that can provide detailed information on a variety of usage statistics including total users, average session duration, transactions started/finished (for retail kiosks), and user goals accomplished (i.e. new accounts created, loyalty cards issued, wayfinding map requests, etc.).
