Case Study Self-Service Kiosk
Ticketing Kiosk for Amtrak SITA

Objective

After 10 years of successful ticketing operations, Amtrak / SITA embarked on their second generation of self-serve ticketing kiosks. They sought to completely revitalize the appearance and functionality of the ticketing kiosks with high standards for:

• ADA Compliance, with added functionality for the visually impaired
• Highest security possible, incorporating new VISA PED and 3DES regulation compliance
• More compact look and feel, with exceptionally high reliability
• 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.

Solution:

Both first and second-generation units leverage KIOSK.s hardware design and integration expertise. SITA Inc. provides their Common Use Self-Service platform, augmented by their browser-based reservation and ticketing platform.

Having successfully achieved all the hardware and software integration metrics (above) Amtrak.s nationwide deployment is already underway. Over time, they will replace 200 first generation kiosks, and add another 200, doubling their original station kiosk count. 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

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