case study
Self-Service
Simplified
Amtrak embark on their second generation of self-serve ticketing kiosks .
About Amtrak Founded in 1971 , Amtrak is an American passenger railroad service that operates more than 300 trains each day on over 20,000 miles ( 34,000 km ) of track . Select segments have operating speeds of 150 mph and connect more than 500 destinations in 46 states and three Canadian provinces .
The Objective After 10 years of successful ticketing operations , Amtrak / SITA embarked on their second generation of selfserve ticketing kiosks . They sought to completely revitalise the appearance and functionality of the ticketing kiosks with high standards for :
• An ADA compliant footprint , supplemented with EZ Access
• Trace unit to serve visually impaired customers
• The highest security possible , with full compliance to PCI Standards
• A more compact look and feel , with exceptional field reliability
• A highly secure design
• Easy field service access incorporated in design
The solution specifications would require a security camera , bar code and credit card readers , dual printers in a reduced footprint , encrypted pin pad , Braille and specially adapted headset / simple interface hardware for the blind .
The Solution Both first and second-generation units leverage hardware design and integration expertise from KIOSK . Sita Inc . provides their CUSS ( Common Use Self-Service ) platform , augmented by their browser-based reservation and ticketing platform . Amtrak has fully deployed 350 of their second generation kiosks and is now realising £ 35 Million per month in ticket sales . Overall , the project saw a 3-month ROI , with some stations achieving ROI in just a month .
Additional benefits include :
• Modern design , updating a major portion of Amtrak ’ s business infrastructure
• Increased percentage of tickets purchased via kiosks , dramatically reducing staffing and
transaction costs
• Industry leading ADA compliance and security , promoting customer loyalty
• Secure and easily serviceable design , reducing field expenses
www . kiosk . com
16 KIOSK solutions