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

2. 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

3. 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

4. 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

5. KEY PILLARS TO INTEGRATION & PROGRESS

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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