Avoiding Mistakes
when
Implementing Technology
Presented by Tom Wunk, CAPP
Lessons Learned
Large West Coast Project
• Scenario Major national operator took over management of a large operation at the end of a month. Claimed to be fluent in all modes of operation deployed by the site. • Situation 3 days after taking over, the operator called in a panic –
collecting too much money and could not balance.
• Findings Operator was not accustomed to non-ticket transactions. Needed to change auditing and reporting processes.
Lessons Learned
Large East Coast Project
• Scenario Desired mobile LPI to replace manually collected inventory information.
• Situation Deployed solution with little expended research – based on vendor’s claims.
• Findings Overall read rate of all vehicle parked less than 60%. Need to continue manual collection methods.
What does the technology do?
Lot’s of bells and whistles out there
What can the technology do for me?
What are my not being told?
Applications
ISIS
General Payment APPS Proprietary Payment APPS Direction / Wayfinding APPS
2014 Mainstream use of Mobile
Payments in the U.S. will Exceed 1.4
billion transactions*
*
Gartner groupPass or Coupon
Mobile Technology
GPS / Location / Site Information
• GPS apps Web search found > 85
• Locator Apps Cell / PDA Applications to indicate potential parking locations within a given area and/or within a radius from your current location.
• Car locator App When you park, you engage the Application and it will ‘remember’ your vehicle location. Info can be forwarded to other recipients.
Mobile Technology
Applications show availability, facility picture and
rate, and ‘vehicle locator’ capability
Mobile Technology
Special Passes / Coupons / Validations
• Site-hosted or 3rd party hosted web-accessible customer portal
• Offer single-use / multiple use passes (in/out capability) – date / event specific
• Date / event specific coupon / validation
• 2D barcode – QR code – numerical code Requires associated field hardware plant
Mobile Technology
Special Passes / Coupons / Validations
• Decrease in consumable (paper) products
• Difficult to manage exceptions
• Difficult to manage ‘on-the-fly’ validations
Mobile Technology
Mobile Technology
Payment processing
• Pay by Cell Transaction is a ‘retail sale’ and is reconciled as part of your cell phone bill. Usually requires user to call indicated phone number at POS.
• Pre-Configured account Cell / PDA is linked to account in which you have authorized use of an enrolled credit card. Use of 2D barcode, QR code, or numbering scheme for
identification.
Mobile Technology
Mobile Payment Processing Considerations
• Client Base Fluency with technology % of repeat clients
• Facility Adjustments Signage
Device upgrades / replacement
• Operational Adjustments Auditing
Examine exception processing capability External real-time connectivity to 3rd party
Mobile Technology
Proprietary Payment Apps Processing
• Practical Considerations
Most interactive (those involving engaging keypad) payment applications on a smart phone / PDA are more effective when used as a pedestrian.
On-street meters – central cashier – automated pay station
In-lane usage can be problematic – particularly when relying on 2d bar-code or QR code.
Glare – rain – vehicle distance from device
Extended duration of transaction could result in increased queue time Open device – start App – connect to back-end – enter info
Mobile Technology
General Payment Apps Processing
• Practical Considerations
Gaining acceptance by the ‘Un-banked’ generation
NFC or QR enabled
Supported by major banking and credit card institutions
No predatory fees
EMV® is a global standard for credit and debit payment
cards based on chip card technology. EMV chip-based
payment cards, also known as smart cards, contain an
embedded microprocessor, a type of small computer.
The microprocessor chip contains the information
needed to use the card for payment, and is protected by
various security features.
Web-accessible Functionality
Individual facility / group / city-wide information
• Similar to App information – accessible via web-portal
• Provide very specific, targeted information - static
Rates, available validations, surrounding business links
• Provide dynamic information – consider update cycle vs. ‘stale’ information aspect Occupancy, traffic info
• Reservations
Web-accessible Functionality
Individual facility / group / city-wide information
• Consider costs associated with web functionality Static and/or dynamic information provisions Individual or ‘shared’ portal’
IE: Sharing costs with local businesses
Manual or automated updates from facility management system * Could involve staffing adjustments
Web-accessible Functionality
Web-accessible Functionality
Enrollment / account management
• Patron accessible web-page for contract product selection / enrollment Provide list / choice of available products
Provide enrollment capability
Payment options / CC enrollment
Temp credential for initial entry (bar-code / validation / voucher) Waiting list - if chosen product is not currently available
E-mail response capability Activity logs
Receipt / invoicing functionality – individual transaction / aggregate NOTE: Consider the impact on auditing / contract parker mgmt staffing
• Demographic / data collection associated with enrollment is valuable commodity • E-mail notice of specials can be sent to patrons
Web-accessible Functionality
Web-accessible Functionality
Operational Review
Payment Processing
• How do you audit your operation
Individual ticket per transaction process
Can your staff rely on systemic information only • What information is provided by the processing entity Per transaction
Summary
• Are your payment processes primarily manned / un-manned Pay on Foot machines
Exit verifiers
Cashier terminals
How do you process exception transactions
Cost Review
Payment Processing
• What is required from a field equipment perspective Bar-code readers: QR and/or 2D
Exit only or entry and exit Cashier terminals
Pay on Foot machines
• What is the cost of processing payments
Initial network infrastructure – connection to processor Batch or per-transaction cost
Cost borne by the user (some pay by cell applications) How do you process exception transactions
Operational Review
GPS / Location / Site Information
• What are you intending to provide
Location info for GPS type programs
Detailed static information: rates, validations, etc. Dynamic information: occupancy, specials
Duplex capability: enrollment, reservations • Associated fees for related links
• Self-hosted or outsourced
• Refresh rate for dynamic information
Operational Review
Special Passes / Coupons / Validations
• What type of ‘products’ do you offer Special passes
In / out / limited use / limited duration All / some facilities
Occupancy limited Quantity limited
Convey all rules to the App / web-site Vehicle only / pedestrian access
Operational Review
Special Passes / Coupons / Validations
• What type of ‘products’ do you offer Coupons / validations
Singular or multiple use Specific or anonymous Time value or money value Self expiring / period overlap Hybrid capable
App and paper – same transaction
Operational Review
Special Passes / Coupons / Validations
• Review of current auditing practices Virtual credentials
No specific tie to transaction
Absolute dependence on systemic information • Change behavior of issuers
• Accommodate those clients without device
• Heavy reliance on signage at primary payment areas