EURO 2012 - delivering an accessible tournament Pedro Correia, Head of Planning, Ticketing & Admission Services

AGENDA History of Disabled services Scope in a EURO tournament UEFA EURO 2012™ To learn and improve the services provided from tournament to tournament Create Standard Operating Procedures Key focal areas: Service Levels Project integration & ownership Training

History of Integration of Disabled Services Levels of service Person responsible for coordination Integration with EURO projects Training on different levels Continuous cooperation with experts Inclusion of visual & hearing impaired Idea of service levels developed Audio descriptive commentary Cooperation with third party experts Dedicated seats for mobility impaired No coordinated efforts Pre 2004 2004 2008 2012

Scope of a UEFA EURO tournament To provide easy access to disabled spectators during the tournament To make an assessment of local Law To define and deliver the agreed levels of service to disabled spectators taking local conditions into consideration To increase staff awareness and project integration in the application of policies Through UEFA’s CSR program to highlight and support various projects – some related to disabled services To learn and improve the services provided from tournament to tournament Create Standard Operating Procedures

KEY PILLARS TO INTEGRATION & PROGRESS

Service Levels Service Levels are developed for internal EURO operations with a focus on the venue They represent a minimum standard we aim to deliver during the tournament We need to work with restrictions of an event & venue A stadium can unfortunately not be redesigned Service Levels are the first step to ensuring… Operations become standardised Projects know what to deliver Communication can be transparent Debrief & Benchmarking for the future is concrete

Service Levels Service Levels are developed for the following areas Ticket Quotas per group (Mobility, hearing & visual impaired) Number of tickets per Target group Location of seats Ticket price Additional accompanying person Accompanying person per disabled spectator to facilitate and assist Parking facilities & Availibilities Number of parking spots Location of parking spots Distance of parking spots to venue Drop – off location Access flows Dedicated entrances Accessibility of entrances Flow from access point to seats Signage for flows and facilities Venue facilities (toilets & concessions) Number of toilets & concessions Location of concessions Information availibility Information regarding the venue & access Audio descriptive commentary

Hearing and Visual Impaired Hearing and Visual Impaired Venue Access flows Disabled Parking Planning outline Coordination with Venue team Existing infrastructure vs requirements Dedicated access gates Location of seats Toilets & F&B Signage requirements Un-obstructed flow Outer entrance Dedicated Gate Hearing and Visual Impaired Hearing and Visual Impaired

Key Stakeholders Identifying third party partners Coorporate Social Repsonsibility projects Strong collaboration with Experts Local associations for disabled Organisations with past large scale event experience Staff experienced with delivery of services Local support

Strategic Operational Integration Service Levels Project concept Project implementation Service Level Monitoring Service Levels (SLs) are defined Approved by top management Key third pary partners identified Service Levels (SLs) are integrated into relevant project’s concepts Venue Management Access Management Welcome Services Media Operations Technical Services Volunteer Management Signage Projects implement their operations at each venue Inter-project coordnation upheld Grey / risk areas highlighted Monitoring of implementation of service levels through Workshops Cooperation with third parties Site visits

Training E-Learning Job specific & on-the job training Approach to disabled spectators is refered to in the Service Excellence E-learning Disabled spectators as one of the many target groups and not a separate segratation All staff & volunteers complete the training Job specific & on-the job training staff & volunteers aware of the operations Facilitate flow & approach to spectators Trouble shoot Venue specific

Recruitment It should not be just about the delivery and access in a venue but also Staffing positions Volunteer positions Depends on the nature of the work Volunteer program Key positions identified that can be filled by disabled volunteers EURO 2012 & host country programs

Transfer of Knowledge Service Level benchmarking post tournament Maintaining information on Planning & development phase Implementation phase Best practices Transfer of knowledge means time is saved the next time around No point in reinventing the wheel for things that work Development & implementation can start earlier allowing for new challenges to be tackled

Challenges Host understanding of importance of providing adequate services for disabled fans & spectators Development of local infrastructure Information availibility Risk for organiser Persons taking advantage (free ticket) Key locations for seats For Service Levels & operational implementations to remain post-tournament This is not a guarantee. What the owners / clubs do cannot be controlled or imposed Legacy for the venue & people

The way forward Standard procedures and services Benchmarking & collection of data Coordinated approach with all stakeholders Integration in the different phases of planning Any tournament provides Increased awareness to local population Increased awareness to business oweners (stadia & local business) Knowledge that staff will take with them to next event