Case Study Self-Service Kiosk
Ticketing Kiosk for Amtrak SITA Download Amtrak case study
Objective: After 10 years of successful transportation ticketing operations, Amtrak / SITA embarked on their second generation of self-service ticketing kiosks.
They sought to completely revitalize the appearance and functionality of the ticketing kiosks with high standards for:
- ADA standards: rather than just incorporate some considerations, Amtrak wanted to directly address ADA standards.
And for first time ever in kiosk design the final design integrates multiple technologies including EZ Access by Trace, Braille and audio guidance.
- Secure transactions - meets and exceeds PCI (VISA PED and 3DES) standards compliance
- More compact look and feel, with exceptional high reliability design
- 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 hardware design and integration expertise. SITA Inc. provides their Common Use Self-Service platform (CUSS),
augmented by their browser-based reservation and ticketing platform.
Amtrak has fully deployed 350 of their second generation kiosks and now is realizing $50 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
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