1.1 Overview
1.1.1 Purpose
The purpose of this guide is to provide a quick reference for types of assistance available and documentation that supports digital wayfinding operations at your site. Wayfinding operations are delivered through the PAM platform, and ensuring they are consistently and accurately maintained is an integral part of the experience for fans and visitors.
PAM is an intelligent wayfinding platform and centralized system for connecting touchpoints such as mobile mapping, dynamic directional signage, interactive kiosks, and physical signage. PAM is the platform used to plan and control the digital wayfinding experience, specifically including:
Kiosks,
Digital wayfinding signage,
Smart phone wayfinding, and
Parking availability.
This manual includes these sections:
An Introduction, including an outline of the types of online assistance available.
An Operational Guide describing the roles and responsibilities for day-to-day and game day operations, as well as responsibilities when updating digital content.
1.1.2 Audience
This guide will assist the Operations team and Project Planners in understanding the strategies behind site wayfinding, the sign types employed and how to plan changes to digital sign.
Client means the Licensee and/or their Authorized User(s).
1.1.3 User Training
Importantly, this guide is not intended as a substitute for training. PAM is a live operational system and poorly considered changes will have real-world impacts. Further, training ensures that operators have an opportunity to fully understand the customer experience and the vision of the original implementation team.
1.1.4 Service Agreement
This guide is not a substitute for your Service Agreement (SA) with PAM. This SA outlines in detail the roles and contractual responsibilities agreed for your site. In the event of a conflict between this guide and the SA the SA shall prevail. Refer any queries to your Account Manager.
1.1.2 Audience
This guide will assist the Operations team and Project Planners in understanding the strategies behind site wayfinding, the sign types employed and how to plan changes to digital sign.
Client means the Licensee and/or their Authorized User(s).
1.1.3 User Training
Importantly, this guide is not intended as a substitute for training. PAM is a live operational system and poorly considered changes will have real-world impacts. Further, training ensures that operators have an opportunity to fully understand the customer experience and the vision of the original implementation team.
1.1.4 Service Agreement
This guide is not a substitute for your Service Agreement (SA) with PAM. This SA outlines in detail the roles and contractual responsibilities agreed for your site. In the event of a conflict between this guide and the SA the SA shall prevail. Refer any queries to your Account Manager.
1.2 Types of Assistance
1.2.1 PAM Help Center
The PAM Help Center is an online reference manual providing step-by-step instructions on the use of PAM. It should be your first point of call for questions regarding how to use PAM functions, and covers topics that include:
Operational concepts and definitions
How to operate PAM modules
How to use the Service Desk
Click Here to Access the PAM Help Centre
If you’re not a registered user, contact your manager to get access.
1.2.2 PAM Service Desk
All requests for help or service PAM are run through the PAM Service Desk. Submitting a ticket via the PAM Service Desk is an essential step because it documents your request and activates the PAM team to help you in the quickest possible way, in accordance with your Service Agreement. Within the Service Desk you will be able to access:
Change requests
Training requests
Technical support
Account Management
Report a bug
Other questions
Click Here to access the PAM Service Desk.
If you’re not a registered user, contact your manager to get access.
2.0 Administrative Processes
2.1 Introduction
Administrative process governing maintenance and development of the digital wayfinding experience can be broadly divided into four distinct categories:
Daily Operation
Event Day
Operational Changes
Functional Changes
Note that the level of assistance included in your contract is governed by you service agreement. Typically Daily Operations and Event Day services will be covered under the ongoing contract, whereas Operational and Functional Changes will require a quote to be submitted and accepted prior to proceeding. Refer any queries to your Account Manager.
2.2 Daily Operation
Day to day administration of the site-wide wayfinding experience is largely a process of monitoring and maintaining operational capabilities.
CLIENT WILL
Plan future Events by adding them in 360 Manager
Implement the Scenes using Cisco Vision or vendor partner
Implement live overrides on the status of each parking lot, including the lot’s status (Open, Closed, Full, Reserved), cost, and available spaces (the last of these is currently manual based on operational advice)
Monitor and report on-site issues
PAM WILL*
Provide Technical Support to the Client
Add and remove Users
Change User permissions
2.3 Event Day
Due to the high volume of visitor traffic and impact of digital wayfinding on visitor experience special arrangements have been put in place for Event Days.
CLIENT WILL
Control Playbooks and Scenes during the day
Implement live overrides on the status of each parking lot
PAM WILL*
Work with the Client and their vendors to resolve technical issues related to the PAM platform
Implement short-term changes to planned Scene Content on Digital Signs and within Map Editor based on immediate needs identified by the operations team which may include:
Disable/Enable current locations on map (Effects output on kiosk navigation map and digital directional signs) - NOT add new locations
Edit route properties - NOT add new routes
Directly update Digital Directional Sign content based on Destination Dictionary content (we wont update dictionary)
Reset to planned content at end of day (staging migration)
2.4 Operational Changes
Operational changes include planning for changes to the physical environment such as new buildings, route modifications and parking arrangements, as well as identifying where new Scenes and Playbooks are required. Operational changes are distinct from functional changes in that they assume sign and system functionality remains the same.
Operational Changes are to be requested through the Change Request function on the PAM Service Desk.
CLIENT WILL
Monitor Event Day and general operations and advise on wayfinding refinements to be implemented
Identify upcoming events that require specific Scene changes
Advise of planned building works and impacts
Advise of changed parking conditions and impacts
Advise of changed vehicular and pedestrian routes
Liaise with PAM to plan and approve modifications to Scenes and Playbooks
PAM WILL*
Add a building to the property
Work with the Client to implement changes to Scenes or the implementation of new Scenes
Add a new Scene
Add a new Playbook and associated Scenes
Plan and implement changes sign directions
Plan and implement advisory message changes
Adjust groups of signage directions to support changed routing
Adjust destination names
Add Scenes due to the expansion of the district or the opening of new areas within the district
Work with the Client to add or change navigation routes through the precinct based on Scene Changes, adjustments to pedestrian needs, security requirements or new property developments
Add or remove a Parking Lot
Update the district Map
Add a 3D object to the map
Add newly installed digital signs to the system
2.5 Functional Changes
A Functional Change is required when a new type of sign layout or system function is required of PAM. Examples might include adding a color bar behind a message, allowing multiple operational messages to scroll through the lower half of a sign, or changing the name of a destination based on a given scene. As site operations mature it is envisaged that there will be minimal need for Functional Changes.
Functional Changes are to be requested through the Change Request function on the PAM Service Desk.
CLIENT WILL
Monitor Event Day and general operations and advise on system and layout refinements to be implemented
Review and approve briefs for functional system developments and sign layout changes
PAM WILL*
Work with the Client to evolve and implement the wayfinding strategy over time