9 11 memorial 2010 rfp qless response 121410

19/11 Memorial and Museum; Timed Reservation System; QLess, Inc. Response Dec. 14, 2010

We’ve been Waiting 10 years; let’s not Wait any longer.


I. Overview

Innovation doesn’t stop with architecture

The 9/11 Memorial is a celebration of the lives of nearly 3,000 one-of-a-kind individuals. If Arad and Walker had proposed a design copied from another location, their proposal would not have been chosen.

The system that provides access to the Memorial will be visitors’ first interaction with the Memorial. There will be no second chance to make a first impression.

We propose to install a one-of-a-kind, state-of-the-art access system uniquely adapted to the 9/11 Memorial and New York City.


I. Overview

res·er·va·tion noun \re-zər-vā-shən\an arrangement to have something (as a hotel room) held for one’s use; also: a promise, guarantee, or record of such engagement


I. Overview

If there is something more frustrating than standing in line, it’s standing in line while holding a ‘reservation.’ The 9/11 Memorial is no hotel, and visitors will not have the Memorial held for their use. In fact, because the duration of each visit is unknown, the Memorial does not wish to expel visitors, who may include relatives of the victims, the time of entry for new visitors is also unknown.

Static reservations are an out-dated technology, a legacy of a time when schedule changes could not be communicated or adapted interactively in real-time. They force a reservation-holder to wait when there is a delay, and they waste space and time at the venue when a reservation-holder is late. Analogously, they are unable to adapt when more spots become available earlier. They force planning for the average, or worse, the worst-case scenario, rather than for the actual dynamic conditions of any given day and time.

If there is something

more frustrating than

standing in line, it’s

standing in line while

holding a ‘reservation.’

Static reservations are

an outdated technology.


I. Overview

QLess Mobile Wait Management solves these problems by allowing visitors to select when they’d like to visit, then provides updated real-time forecasts of visitor’s actual visit time on the day of their visit. Conversely, QLess Mobile Wait Management allows visitors running late to push back their visit time, or even notify the system if they will not attend. QLess then automatically adjusts everybody’s visit-time forecasts accordingly, and automatically updates anyone who requires an update, if there is a significant change. (The 9/11 Memorial and Museum gets to define ‘significant’.)

In an era where users are mobile, connected and expect instant access anywhere, QLess allows visitors to find out wait times and availability directly from their phones, no matter where they are, and lets them book a visit via text message (SMS), a voice call to an automated toll-free line, the World Wide Web, one of a plethora of touch-screen kiosks located anywhere that the 9/11 Memorial and Museum wishes them placed, or by speaking with an attendant in-person or at a call center.

Mobile Wait Management is not a dream. It’s been used by almost a million customers in dozens of locations across two continents. QLess’ customers include Fortune 500 companies, leading universities and forward-thinking government agencies. 100% of QLess installations have been delivered on-time and in-budget. Furthermore, QLess has a 100% customer retention rate across all three of these categories.

The response and feedback from users of the system has been overwhelmingly posi-tive. A recent survey sent to more than a thousand customers found 96% customer satisfaction. Responses included “AWESOME!!!” “greatest idea ever,” and “It’s up there with electricity and running water.”

Provides updated real-time forecasts of visitor’s actual visit time.

Allows visitors running late to push back their visit time.

Wait times are available directly from the phone.

Used by almost a million customers in dozens of locations across two continents.

96% customer satisfaction.

“It’s up there with electricity and running water.”


I. Overview

What’s more, QLess is extremely easy for both your customers and operators to use. Operation is as simple as pressing a button or scanning a bar code. Getting in line is as simple as making a phone call, sending a text message, or a single-click operation online.

The press - from The New York Times and CNET to Mashable, Government Technology and TechCrunch - has lavished praise on QLess, too. The American Business Awards presented QLess with the Best Company of the Year Under 100 Employees award this year (Apple won the equivalent award for a company over 2,500 employees). This award was one among numerous others won by QLess over the past two years, including the Significant Achievement Prize in Web and E-Government Services from the Public Technology Institute.

Finally, ab|inventio the invention factory, QLess’ parent company, was selected this year by the International Business Awards as a Distinguished Honoree for Most In-novative Companies in North America.

“I am very excited to use

all the features of this sys-

tem and am so relieved to

see customers using it with

ease.”— Cyril Wrabec, VP, Paul J. Wrabec Co., Independence License Office, Missouri DMV


I. Overview

The 9/11 Memorial and Museum has been charged with preserving the memory of the victims for generations to come. QLess Mobile Wait Management is Software as a Service. While other solutions begin to age and obsolesce the moment they are de-ployed, QLess never does, as it includes free updates for life. Furthermore, the 9/11 Memorial will not need to install any software or special-purpose hardware, and will incur zero maintenance costs.

The RFP calls for the system to be ‘as flexible as possible, allowing for changes to be made easily and on an ongoing basis as time goes on and the 9/11 Memorial learns more about the visitor experience.’ QLess is extremely flexible for three reasons:

1. Thousands of configurations that allow QLess to be customized to virtually any customer scenario

2. Software as a Service model allows for changes to be made remotely and instantly.

3. Rapid development methodology with a veteran development team, experienced in designing and operating the world’s largest website, serving millions of customers every day. This allows QLess to respond rapidly to customer requests. In fact, QLess has a track record of rapid customer-driven innovation, having released 323 new versions of its platform in the last 3 years. More than just a software or hardware provider, QLess will work with you as a trusted partner and valued consultant to achieve a visitor experience that is perfectly aligned with the vision of the memorial.

Free software updates

for life, zero maintenance

costs and extreme

flexibility.


I. Overview

The 9/11 Memorial is a work of art. As such, we believe it is important that the Memorial and Museum’s access control system be consistent with Arad and Walker’s vision:

A Memorial About the Absence of People

This memorial proposes a space that resonates with the feelings of loss and absence that were generated by the destruction of the World Trade Center and the taking of thousands of lives on September 11, 2001 and February 26, 1993. QLess proposes an absence of the crowds that would otherwise usually be associated with a place like this, in resonance with Arad’s and Walker’s vision.

We don’t want a crowd of people waiting in line to bring the sights and sounds of the city back into the memorial. The void of people waiting brought about by QLess’ dispersal will remind people of the void left by September 11.

“Descending into the

memorial, visitors are

removed from the sights

and sounds of the city

and immersed in a cool

darkness” —Arad and Walker


I. Overview

“The plaza encourages the use of this space by New Yorkers on a daily basis.”—Arad and Walker

New Yorkers are busy. They don’t have time to stand in line. Reservations would require planning and discourage spontaneous visits by the city’s residents, those most likely to have lost a dear one on September 11 and February 26. QLess will allow busy New Yorkers to hold their spot in the virtual line while they work, then get summoned as their turn approaches, allowing a visit to the Memorial and/or Museum to blend into a busy New Yorker’s day.


I. Overview

MIT Professor Richard Larson estimated that the average American spends two years of her life standing in line. If experience is any guide, visitors to the Memorial will be grateful to the Memorial for freeing them from the annoyance of standing in line.

Crowd dispersal is not just consistent with Arad and Walker’s vision; it is essential for security at what remains a prime terrorist target. Crowds that would otherwise be clustered outside the Memorial entry will be dispersed all over Manhattan, and arrive only when summoned by the system for immediate admittance to the security of the Memorial and Museum grounds. And QLess offers robust information security, with all communications protected by 256-bit SSL encryption, data centers with regulated climate control, uninterrupted power with on-site diesel-powered generators, monitored closed-circuit television, a 24x7x365 on-site security team, military-grade pass cards, and biometric fingerscan/handscan units to restrict access.

“Customers really like it.

The day we had a really

long wait, everything was

perfect. Educating people

[about their wait] helps

tremendously. It’s per-fect, it really is.”— Patricia Rogers, Citizen Services

Director, Office of the Mayor, Nashua

The average American

spends two years

standing in line.

Essential for security.


I. Overview

QLess Mobile Virtual Guide will allow the 9/11 Memorial to act as the gateway to New York City, a hub from which visitors are guided to other key 9/11 sites throughout the city. Conversely, QLess will allow visitors to key sites throughout New York City to book a visit to the Memorial from anywhere in the city --or the world-- directly from their phones.

The Memorial and Museum must eventually be self-sustaining. QLess will empower this in three key ways:

1. By allowing visitors to receive an SMS survey of their visit immediately after their visit, and allow them an opportunity to donate to the Museum directly from their phones at the times when the Memorial and its mission are fresh in their minds;

2. By allowing other fine New York instutions to sponsor the Memorial and in turn benefit from visibility to the Memorial’s visitors;

3. By freeing people from standing in line, QLess moves people from standing to spending, providing a veritable economic stimulus for New York City. 7 million people a year saved from an average of an hour’s wait will return 7 million hours, 292,000 days, 9,722 months, or 810 man-years back to New Yorkers and New York visitors every year. Assuming half the average retail spend of $1/minute seen in shopping environments around the country, this can provide an economic stimulus of $210,000,000 per year to the city. Even when they’re not spending money, QLess allows those waiting for their turn at the Memorial and Museum to continue to be productive.


I. Overview

Hundreds of millions of dollars will be spent to build the Memorial. Allowing as many visitors as possible to visit is important to the Memorial and Museum’s mission. QLess will increase the number of visits by:

• Replacing no-shows with others yearning for a chance to visit• Replacing late arrivals with those available• Automatically summoning visitors as a people-counter detects visitors leaving • Shifting visitors to lower-traffic hours

September 11, 2001 was an event of global consequence. The 9/11 Memorial will be there for citizens from around the world. QLess works with any phone from anywhere in the world and is available in any language.

Millions of visitors a year will expect nothing less than world-class reliability. QLess boasts a uptime history greater than 99.9%, and a Service Level Agreement guaranteeing it. This is achieved through various levels of redundancy. QLess is highly scalable, too.

Available in any language.

Uptime history greater

than 99.9%.


I. Overview

QLess will support the Memorial from its offices four blocks away, providing immediate support.

“I love that I can just call you any time to get help, and not have to worry about automated menus or voice mail.”

— Danielle Wrabec, Manager, Independence License Office, Missouri DMV

“The support we’ve received has been excellent.”— Chris Hall, Project Manager, Johnson County, KS Government


I. Overview

Finally, QLess is backed by a committed, world-class team de-voted to making your success our #1 priority. With the best customer satisfaction ratings in the industry and growing le-gions of devoted customers, our company is 100% focussed on our core competencies: access control, queueing and timed reservations.

“I have found the Qless organization to be very helpful and very responsive. No com-plaints there. If anything, they have bent over backward to help us with issues that were arguably as much our problem as any other...I can also add that at the time I did my due diligence prior to contracting with Qless, there was no other product

that offered the ease of deployment and use, and benefit to cost ratio.”—John Barker, IT Director, Motor Vehicle Registration, City of Nashua.

We are grateful for the trust you are placing in us by offering us this opportunity and will work tirelessly to ensure we live up to it. We will not rest until we have exceeded your expectations.


Our understanding Of yOur PriOrities


II. Our Understanding of your Priorities

Phase 1: The Temporary Facilitation of Access to the Memorial

While the long-term goal is to make the 9/11 Memorial highly accessible to the public, the reality is that ongoing construc-tion of other World Trade Center projects will continue beyond September 11, 2011. As such, initial access to the site will be gated, access controlled. This creates both security and visitor experience issues that the new system will need to resolve.



Phase 1 requires a partner who can provide the following hardware, software, support and consulting services for web launch on July 1, 2011; site launch on September 1:

• Web-based pass reservation system• On-site pass reservation and distribution with a wireless mobile system

- 10 outdoor kiosks for pass allocation (walk-ups) and will-call (reservations)- 6 Mobile admission / access control systems

• Support for: - group passes- event ticket sales- bundles with other attractions

• Issues of concern: - scalping of passes or tickets- duplicate reservations- no-shows- pass/ticket security

•Integration with the existing donor database in Raiser’s Edge• Service and maintenance



Phase 2: A Timed-Pass Ticketing System for the Museum

The Memorial Museum will open one year later, in September 2012. Due to the anticipated visitor numbers, a timed pass system is expected to be utilized to organize and facilitate visi-tor entry to the Museum as well. An admissions charge for the Museum is under consideration.



This phase requires the following additional deliverables:

• On-site ticket sales at 4 staffed windows• Six additional kiosks

- All kiosks will now accommodate Museum tickets sales instead of Memorial passes• Membership desk POS (sell memberships; print temporary membership cards)


The QLess soLuTion: PLaTform oPTions


III. The QLess Solution: Platform Options

Because of the robust flexibility of our underlying system, we are able to provide a uniquely functional queuing system, as well as a fully integrated, custom TRS. So, our response is offered here in the form of two options for either phase:

OPTION A: QLess Mobile Queueing Integrated with a Dynamic Timed Reservation System

OPTION B: QLess Mobile Queueing as a supplement to a third-party timed reservation system



OPTION A: QLess Mobile Queueing Integrated with a Dynamic

Timed Reservation System

The problem with traditional reservations is that you’re trying to force a predictable schedule on top of an inherently fluid and unpredictable flow of visitors. If the Me-morial has reached capacity, you may be unable to admit visitors at the pre-planned time of their reservation, causing them to waste their time while waiting to be admit-ted, and causing a ripple effect on every subsequent visitor for the rest of the day. Conversely, if you have visitors who do not show up at the time of their reservation, then you end up with a suboptimal visitor throughput. Or if they show up late, which will frequently happen in a busy city like New York, you will either have to honor their late reservation, causing the ripple effect again, or disallow their entry, which unfairly punishes the visitor. Put simply, with non-dynamic reservations, you’ll end up either wasting your staff and facility’s time, or your visitors’ time.

QLess introduces a dynamic and fluid virtual mobile queuing environment, where your visitors may either:

1. Enter your virtual queue for entry at any time, and be allowed access as soon as possible, or

2. Those who choose to plan their visit ahead of time simply select a preferred window of time for their visit on a particular day. For instance, choosing to gain admission “as soon as possible after 2 PM, Wednesday, September 21”. These visitors will be placed into the virtual mobile queue at the first position to gain ad-mission after that date and time, mixing in with those visitors that did not make advance plans.

With non-dynamic

reservations, you’ll end

up either wasting your

staff and facility’s time,

or your visitors’ time.



Both types of visitors may then interact with QLess via SMS or voice calls, finding out how much longer their expected wait time is, and how many visitors are in front of them in the queue. They can push back in the queue if they are busy with something else and need more time. If they do so, QLess simply pushes other visitors ahead of them in the queue. Because QLess is constantly calculating forecast wait times, and is in real time contact with your visitors, it can deliver a steady stream of them to the Memorial without having to waste anyone’s time. While customers are in the virtual mobile queue, they can go wherever they want, and wait however they choose.

Higher Throughput with Dynamic Line Management

One advantage of this integrated approach is that you will effectively balance walk-ins versus dynamic reservations. On days when less reservations have been made, QLess can allow more walk-ins, and vice-versa. This helps maximize the number of visitors who can visit the Memorial and Museum. QLess can still enforce a minimum capacity quota left for walk-ins, at the 9/11 Memorial and Museum’s discretion.

“We are able to obtain a lot more guests.”- Michael Wilson, Manager, Border Grill

“We have seen the efficiency it creates, & more satisfied customers...Everybody was excited.”.

— Ali Faraz, Vice-President, Wireless Link

QLess is constantly calcu-

lating forecast wait times.

While customers are in

the virtual mobile queue,

they can go wherever

they want, and wait

however they choose.



Four Ways for Patrons to Join the Virtual Queue

Visitors will be able to join the virtual queue either online from their computer, via on-site touch-screen kiosks, or by calling or texting QLess and following a series of automated prompts. Visitors without mobile phones will be able to received a printed ticket, either online or from a kiosk, that gives them a date and time at which they should arrive. Following arrival, visitors will watch monitor displays and/or listen for an optional audio summon calling their ticket number to gain admission. For those who are scheduling for days in the future, this is equivalent to a timed reservation, but with the added benefit that any delays get communicated to them prior to their arrival at the site, and conversely, if they are delayed, they can notify QLess so QLess adjusts other visitors’ summon times to prevent wasting Memorial and/or Museum capacity. For visitors who are doing this without a dynamic reservation, the time of their visit will be dynamically calculated based on the number of visitors currently queued and the forecast wait times for each. The system simultaneously maximizes throughput and minimizes the amount of time wasted waiting by visitors.

Any delays get commu-

nicated to them prior to

their arrival at the site.



OPTION B: QLess Mobile Queueing as a Supplement to a Third-

Party (Static) Timed Reservation System

Per your request, we also offer the equivalent of a step down from this progressive vision. In this scenario, QLess will only manage the walk-up / day-of traffic.

In this option, timed reservations and walk-in reservations will be managed sepa-rately. Customers with a specific time slot will simply arrive at their specific time and be admitted, assuming the throughput is as anticipated. In this option, if less reserva-tions are made for a particular day and time, QLess will not know about it until that time has passed, at which time, if some reserved slots go unfulfilled, the individuals in the walk-in queue will move up in virtual line, and more walk-in spots may be opened for the day. Walk-up visitors will serve as a source of “on-demand”, or “stand-by” visi-tors, to take unused slots when those with timed reservations do not show up to use them. The walk-in visitors will use QLess Mobile Queuing to wait wherever and how-ever they choose, using their mobile phones to hold their spots in a virtual line, rather than being confined to a physical line or a waiting area. QLess Just-In-Time Customer Delivery will ensure that there is a steady stream of walk-in visitors on-site and ready to enter as you need them, as long as there are any waiting in the virtual line.

The walk-in visitors will

use QLess Mobile Queu-

ing to wait wherever and

however they choose.



Over time, the ratio of reserved customers to walk-ins may be tweaked based on the analytics. The patron population will get the flexibility to choose either a specific slot or wait until day-of to get into the “walk-in” queue.

Under Option B, customers with timed reservations will not get notified if the Memo-rial and/or Museum’s schedule is running late.

Integration with Timed Reservation System

We provide a suite of over 80 easy-to-use REST-based web services to allow easy integration with third-party products. We can also write to another vendor’s API to provide a QLess-integrated hybrid solution.

Under Option B, custom-

ers with timed reserva-

tions will not get noti-

fied if the Memorial and/

or Museum’s schedule is

running late.


phase 2: walk before you run


IV. Phase 2

Walk Before You Run

The RFP calls for the system to be ‘as flexible as possible, allowing for changes to be made

easily and on an ongoing basis as time goes on and the 9/11 Memorial learns more about the

visitor experience’. We believe this is essential for a new installation, particularly for one whose

M.O. will change significantly after the first year of operation. One advantage of QLess is that

we will not provide you with a cookie-cutter ticketing experience. Rather, we will design a cus-

tom system especially designed for the 9/11 Memorial. Thus, we encourage you to award only

Phase 1 at this time, and use the initial learnings from Phase 1 to design, in conversation with

us and other industry experts, the perfect system for Phase 2. A secondary benefit of this ap-

proach is that it would allow more time for donations to be collected during the period of high

visibility for the 9/11 Memorial that will follow its opening to the public, as well as the striking

of business development deals with advertisers and sponsors for QLess’ proposal for the 9/11

Memorial as the Hub to New York City.


IV. Phase 2

Ticket Sales

The Web-based application that allows visitors to obtain timed reservations from home in Phase 1 will also allow them to buy Museum tickets, and collect payment by credit card, in Phase 2. At that time, the same new functionality will be added to the kiosks, which will be enhanced with credit-card-swipe readers to collect payment.

In addition to the option to buy tickets online, at the kiosks located at the Memorial and optionally at strategic locations throughout the city, and at the onsite ticket service center. A US-based call center in partnership with global call center leader Atos Origin will optionally allow visitors to purchase tickets by phone, for a nominal industry-standard per call fee to be added to the price of the ticket. Call center at-tendants are available in all major languages.

Staff Ticketing & Membership Application

QLess will provide a web-based application in this phase for 9/11 Memorial staff to use to sell museum tickets and memberships, and to print museum tickets and membership cards at walk-up windows. It will record transactions and accept payment by credit card, cash, or check. This system will allow for both complete resource management and customer tracking.


IV. Phase 2

One unique advantage provided by QLess in this regard is that we can allow museum members to enjoy preferential, skip-the-lines access at any time without the need for a separate entrance or queue. Their phone numbers will be registered at the time of purchasing membership. They will then be automatically recognized by QLess when they enter the queue and seamlessly given priority. Others in the mobile queue will be unaware of this, enjoying their wait at a remote location of their choice, preventing the perception of unfairness. QLess can even be configured to provide various levels of membership (Silver, Gold, Plati-num, …), with higher donations leading to higher priority levels.

A second advantage of QLess is Cardless Membership. Because QLess automatically recognizes members via their cell phone numbers when they enter the queue, no card is necessary. This is greener, less ex-pensive, and more convenient for members, who avoid having to print their card, avoid having to carry it, and don’t need to worry about forgetting it.

Building Strong Relationships with Your Customers

In addition to tracking all the details associated with building a strong relationship with each patron or visitor, the solution also gives ticketing and membership professionals the tools they need to manage daily operations — from selling tickets and memberships to tracking and reporting on those transactions.


Broad QLess deLiveraBLes for Phases 1 and 2


V. Broad QLess Deliverables for Phases 1 and 2

Web-based Reservations

The visitor planning a trip to NY will go to a QLess-hosted web application at the 9/11 Memorial web site or, in the form of an embedded widget on a partner website. From two choices, he will select the link to obtain a timed reservation pass for a future date (rather than the link to enter the virtual walk-in queue for entry later that same day).



He will enter the number of visitors in his party and his preference for days and times that he

wishes to visit. Selecting the preferred appointment from the calendar, he enters his/her phone

number, which will serve as his party’s unique identifier. (Only mobile phones will allow for full

QLess functionality, but visitors will be able to obtain a dynamic reservation by supplying a

land-line number too).

QLess will then activate his/her pass based on his/her response to either a text message or an

automated voice call --this reduces the incidence of scalpers by limiting the number of tickets

that can be obtained for any phone number in a given period of time. QLess will then send a

PDF of a bar-coded pass with a unique numeric code. The visitor will print a bar-coded paper

pass (or as backup, may use his phone number for access). Reminder (or delay) messages will

be sent to the visitor’s phone as needed or as scheduled, via SMS or recorded messages. On

entry to the plaza, the pass will be scanned by staff or phone number will be verified by staff

at entry to the Memorial using the QLess Ticket Taker.



Kiosk

NYC visitors will be able to use a self-serve, touch-screen kiosk to input their party’s size and phone number and to join the virtual line for admittance later that same day.

The QLess kiosk can accommodate business rules around various tiers of visitors (configured in advance), giving members of each tier different placement in the vir-tual queue.

If a visitor identifies himself with a phone number that matches one that was previ-ously used to obtain a timed reservation for that day, he will simply see confirmation of the time of his reservation. He may then choose to either reprint his paper pass or exchange his timed reservation for an earlier slot in the walk-in virtual queue.

Kiosks may be strategically deployed at other high-traffic and tourist venues. As such, the kiosks effectively form a visible “extension” of the museum. QLess will work with the Museum’s industrial design firm to ensure that the kiosks are aesthetically con-nected to the Memorial design.



Kiosk Alternatives for Walk-In Visitors

In addition to using Kiosks, visitors that would like to join the walk-in queue may do so by calling a dedi-cated toll-free number --we have purchased 1-855-SEPT-11-Q for this purpose-- and following a series of IVR prompts, or by texting a keyword such as “911 Memorial” to a QLess SMS number, and following a series of text message responses. In this way, visitors may join the walk-in queue simply by seeing the instructions of the phone number to call or text on printed signs, flyers, advertisements, etc. This allows visitors to find out the current forecast wait time of the walk-in queue, join the queue, and plan to reach the Memorial as they approach the front of the queue. This also reduces the number of visitors that need to stand in a physical line just to use the kiosks.

Signage will be placed near the kiosks, allowing an unlimited number of visitors to enter the walk-in queue in parallel. The benefits are two-fold: no standing in line to get a ticket, and reduced hardware and main-tenance expenditures by reducing the number of kiosks needed.



Prior to Entering

Visitors who are holding timed reservations and have U.S. phone numbers will receive automated reminder text messages or phone calls at intervals prior to the time of their reservation (e.g. 2 hours before) that are configured by administrative staff and even customizable by each visitor to suit the time it takes him/her to get to the Memorial. These automated reminders will offer the visitor the option to cancel his reservation if she has chosen not to attend. Cancelled reservations will automatically increase the allocated capacity of the walk-in queue for that day by an equal number of visitors, enhancing the 9/11 Memorial and Museum’s ability to fulfill its mission.

The reminders may also offer the option to “push back” if the visitor still wants to attend, but will be unable to make it at the time of her reservation. She will simply text back the number of extra minutes that she will need, or enter it by touch-tone for voice calls, and her timed reservation will be pushed back by the desired amount (not to exceed the time of closing). The Memorial will simply be able to admit more visitors from the walk-in queue at the time of his cancelled reservation, adding more capacity for her to be added farther back into the queue. In this way, the system remains balanced, and everybody wins: The visitor who pushed back doesn’t have to forfeit entry to the Memorial simply because she was running late, the visitors in the walk-in queue have a shorter wait, and a maximum visitor throughput is maintained.



Even if a walk-in visitor does not arrive in time, she will still have the opportunity to rejoin at the front of the walk-in queue by call-ing or texting back to QLess within a configurable time window. For instance, if a patron arriving on a delayed subway shows up five minutes beyond the expiration, she may reinsert herself at the front of the walk-in queue for a brief wait.

Visitors in the walk-in queue may call in or text in to QLess any time while they wait to obtain updated forecast wait times, they can push themselves back in the queue, or they can leave the queue. QLess also automatically sends status updates with updated forecasts to these visitors when certain criteria are met, such as:

• The visitor’s forecast has fallen below a certain threshold, so she should return to the Memorial this ensures that there is a steady stream of walk-in visitors ready to enter• The visitor’s forecast has changed significantly• The visitor has simply been queued longer than a predefined interval at which periodic status updates are sent as a courtesy



Entry

9/11 Memorial staff will allow visitors access to the Memorial by either:

• Scanning the bar code on a printed timed reservation pass, or• Checking the visitor off of a checklist, identifying him by the last 4 digits of his phone number

Staff will use (optionally, portable) touch-screen computers running QLess Ticket Taker to do this. They may simply use the built-in bar code scanner, quickly view the list of summoned walk-in visitors for the last 4 digits and click the “Arrived” button next to that visitor’s number, or key the last 4 digits with the built-in numeric keypad. These daylight-readable, rugged, mil-spec units support both WiFi and 4G connectivity, and have dual hot-swappable batteries for continuous untethered operation.

As soon as a bar-code on a timed reservation pass has been scanned, or once a phone number is marked “Arrived”, that pass is immediately invalidated. 9/11 Memorial administrative staff may optionally choose to configure a number of times that timed res-ervation passes may be rescanned for entry if it wants to allow visitors to leave and come back.

Visitors will be automatically summoned from the walk-in queue by QLess, based on the capacity of the Memorial and/or Museum and the number of people who are inside (automatically measured by QLess based on Ticket Taker and egress peoplecounter data). This means that the configured ratio of timed reservation to walk-in visitors and the number of canceled and no-show timed res-ervations are all automatically accounted for.

Each staff member will have his own user id and password to use to login to QLess Ticket Taker. Each action that the staff member takes with this application is recorded, and may later be audited.



Queue Monitor LCD Interface

Designed to be displayed on an LCD, Monitor view gives patrons a real time view of your line as it updates.

Administrative Control

Administrative staff will be able to configure QLess to allot a certain number of reservations during each hour throughout the day for walk-in visitors or family members. This will allow the 9/11 Memorial to give preference to those visitors who planned ahead, but still accommodate those without a reservation.

QLess Reduces the Incidence of an Illegal Secondary Market for Passes

Administrative staff will be able to configure limits to the number of passes and/or entries into the walk-in queue that will be allowed to a single phone number during a given period, for example “only X passes per number, per day.” Phone-number authentication, a technology used by many banks, consists of ask-ing the buyer to type into a web page the number that we texted or read to the buyer in a phone call (to a mobile or land line). This limits the effectiveness of scalpers by limiting the number of passes that a single phone number can get in a certain time period.

QLess will further reduce the incidence of an illegal secondary market for passes by making passes pur-chased without knowledge of the ticket-holder’s cell phone number less valuable, because they will not benefit from QLess dynamic reservations --they won’t notify the holder if the schedule is running late, and they won’t allow the holder to push themselves back if they are delayed.



QLess Tickets are Secure

QLess Mobile Queueing is intrinsically secure, as only the owner of the corresponding cell phone will receive the notifications that will grant him/her admission. For the minority of visitors not using a cell phone, QLess tickets will contain a unique bar code that gets invalidated in real-time upon admission --with the exception of special multiple-entry tickets.

QLess Compensates for No-Shows and Multiple Tickets by the Same Party

QLess allows visitors in the mobile queue to notify QLess if they leave the line. When that happens, QLess automatically adjusts all wait forecasts. Furthermore, QLess Mobile Queueing measures the fraction of no-shows, and automatically adjusts wait forecasts to account for them. Ticket-holders are given a set amount of time, configurable by the 9/11 Memorial and Museum staff, to show up before their tickets expire. Because QLess allows for multiple ticket-holders to be summoned simultaneously, staff is never waiting for a given ticket-holder.

No-shows automatically get replaced with the next party in the mobile queue. The same mechanism ad-dresses multiple tickets printed by the same party. Guests using their cell phones will automatically be recognized by QLess when they call or text the system again, and will not be able to get in line again while they are already in line. Rather, QLess will provide repeat callers with their updated wait forecast, the option to leave the line or push themselves back in the mobile queue.



QLess Boasts a Comprehensive Reporting Platform

QLess Analytics provides a web-based UI with insightful reports that 9/11 Memorial administrative staff may use to view metrics about their account. Reports include filtering by various dimensions, adjustable date ranges and granularities, graphical and tabular views, and the ability to export to a spreadsheet pro-gram. Packaged reports include:

• Average wait time for walk-in visitors• Number of walk-in visitors queued and entered• Number of timed reservation visitors entered, canceled, or no-show• Patience of walk-in visitors (% that ultimately entered the memorial as a function of their wait time)• Return visitors• Interactive map of where visitors live (tied to phone number prefix)• Walk-in queue length• Aggregate ticket sales, grouped by type, with filters by tender type and category• Ticket sales per employee, grouped by type, with filters by tender type and category• Ticket sales per sales terminal, grouped by type, with filters by tender type and category• Admission efficiency per employee• Admission totals per employee• Coupon/voucher redemption• Resource availability

QLess Analytics also provides a data warehouse export to a Microsoft Access database to allow 9/11 Me-morial administrative staff to perform ad-hoc reporting and querying. Data warehouse data, from which the reports listed above are all generated, is updated once per day.



System Security

QLess will not share any 9/11 Memorial data with any third party. 9/11 Memorial administrative staff may use QLess role-based security to restrict which locations, which queues, and which capabilities each au-thorized employee may access. QLess does not store any user passwords, only a secure one-way hash. Every action performed by 9/11 Memorial staff is permanently logged by QLess, and may be later audited. QLess Web Services include mechanisms to prevent Cross-Site Request Forgery (XSRF) attacks, and are rate-limited to prevent Denial Of Service (DOS) attacks.

QLess data centers have regulated climate control, uninterrupted power with on-site diesel-powered gen-erators, monitored closed-circuit television, a 24x7x365 on-site security team, military-grade pass cards, and biometric fingerscan/handscan units. QLess has a complete Business Continuity plan with redundant servers in multiple data centers. In the result of a hardware or network failure, 100% automated fail-over occurs within 5 minutes. Additional automated queue fax-back redundancy measures are in place in the event the 9/11 Memorial were to lose Internet access. Every time QLess releases a new version of its software to its own servers, we send a complete set of release notes to all customers with a description of each change included. Internally, every source code change is tracked to an issue that is contained in these release notes.


ExpEriEntial EnhancEmEnts


VI. Experiential Enhancements

QLess Enables a Whole New Kind of Synergistic Place-based Marketing

The 9/11 Memorial and Museum will be the #1 tourist attraction

in NY for the foreseeable future. Traffic of 5-7 million visitors a

year represents groups who are in particular frames of mind,

participating in predictable sets of activities and who find them-

selves in a specific geographic location. Many of these people

will have a need for similar products and services (food and

drink, other tourist activities, transportation, patriotic items,

etc.) There are plenty of vendors of those products and services

who would be happy to fulfill those needs.



At the same time, the Memorial can generate revenue with such a platform that could, at minimum, reduce the cost of the QLess system. At best, it could represent a reliable supplement to the revenue that comes from donations or ticket sales.

As an interactive messaging platform, QLess can create opportunities to generate revenue through sponsorships, large and small, by delivering relevant messages to visitors who opt-in via the SMS system. Done well and with taste and discretion, such a system can be a win-win-win for visitors, sponsors and the Museum.

For example, the time a walk-up visitor is waiting (but not in a line, of course) represents an opportunity for him to do other things nearby. So, were (s)he to enter an SMS query to QLess for “donuts,” the system could reply with not only participating partners, but those in range given the time remaining before his turn, discount codes and directions to get there.



Or, nearby retail or food destinations that host a 9/11 LCD monitor displaying summoning data, may add their own messaging to the rotation of other partners.

Or, major NYC tourist destinations or attractions may be included in the monitor rotation, offer discount coupons to those who choose to receive them in the kiosks, or participate in opt-in text messaging to waiting visitors. (We recommend a limit of two marketing text messages per wait.) Reciprocal agreements can be reached to provide visibility for destinations that host a kiosk to get in the mobile queue for the 9/11 Memorial.

Such an interactive scenario would convert the 9/11 Memorial & Museum into a veritable Gateway to New York City for tourists and visitors, and provide an opportunity for the Memorial & Museum to be sustainable, potentially even in a free admission scenario.



QLess Stimulates Dispersal in

Support of Safety, Security and Velocity

There are three issues facing the 9/11 Memorial that QLess can address via dispersal.

The first is the safety of visitors as they wait for admission into the plaza. While the vast majority of visitors will end up at the entrance at the time they are summoned by the system, some will arrive earlier. Whether by choice, by chance or because they walked up to a nearby kiosk to get in line, they may be waiting at the entrance.

The second is security --the last thing a prominent landmark that has already been the target of two terrorist attacks needs is a large group of people waiting together.

The third challenge is that of respectfully maintaining a brisk flow of visitors out of the Memorial plaza, allowing new visitors in.

In all of these cases, it would be preferable to avoid using security, or other staff, to hurry people on their way.



While QLess Mobile Wait Management effectively avoids the gathering of a

line, QLess Mobile Dispersal offers a system that can contribute to actively

dispersing a crowd in a positive way. Here’s how it works:

Using the same text messaging that alerts a visitor to her status in line, QLess can send a message inviting the visitor to an alternate location. For example:

• To prepare for their upcoming entry into the Memorial plaza with a tour of nearby relevant locations timed to get them back to the entry when their turn is up• To continue their exploration of this historic incident by (leaving the plaza and) following a text-guided tour of nearby locations that were significant to the 9/11 disaster• To avoid the crowd at the entrance and wait in the comfort of, say, the Wintergarden where they can look out onto the Memorial and we can summon them via text or voice message• To spend their time enjoying a hot chocolate (winter) or ice cream (summer) at one of our local partner retailers (“the reservation number on your text screen gets you a discount”)

This approach, combined with clear signage that 1) informs phone-less visitors of nearby LCD monitors and 2) explains the QLess system to everyone, should result in motivation and reassurances that will make visitors comfortable enough to obviate their need to “protect” their place in line at the entrance.



QLess Mobile Guide

This approach can also be used to provide a virtual and interactive mobile tour of the Museum. For exam-ple, visitors could text the name of a victim and receive instructions on the location of the corresponding name plaque. Or visitors could opt into a timed series of text or voice messages explaining the Museum’s sights and moving visitors along at a desired pace.

Providing Social Mementos of the Visit; Sharing the Visit with Social Networks

If desired, QLess can provide a customer-facing record of their attendance at the Memorial for posterity. This creates a record of “I was there,” and could be used in conjunction with a separate online messaging board or other technique for articulating a shared experience by memorial visitors. Similarly, guests can be invited to post a message to their favorite social network, such as Facebook or Twitter, sharing their visit with friends and acquaintances.


implementation


VII. Implementation

No software to install, no maintenance costs, no local infastructure that can fail

Deploying and utilizing the QLess system is at once amazingly simple and extremely robust. Because QLess is deployed as Software as a Service (SaaS), there is no special-purpose soft-ware to install, no special-purpose hardware to buy, no extra infrastructure to maintain. QLess runs on standard Firefox and Internet Explorer Web browsers.


VII. Implementation

There will be four project tracks:

1. SW revisions (interfaces, APIs, data tables, etc.)2. HW selection and networking integration3. Deployment and testing4. User training

Mobile Queueing Only: High Level Schedule

01/06/2011 - Requirements Gathering Kick Off01/20/2011 - Alpha Release of Custom 9/11 Queue01/27/2011 - 9/11 Management Team Tests Settings02/17/2011 - Custom Training Curriculum Delivered03/10/2011 - Beta Release of Modified 9/11 Queue03/31/2011 - Semi-Private Stress Test #104/21/2011 - Web Reservations UI Integration05/19/2011 - Semi-Private Testing Event #206/09/2011 - Kiosk UI integration w/ Reservations Platform06/23/2011 - QLess Marcom Materials / Education07/04/2011 - Semi-Public Testing Event #107/28/2011 - Data Read Out / Reporting Master Class08/11/2011 - Semi-Public Testing Event #208/25/2011 - Semi-Public Testing Event #3

Mobile Queueing + TRS: High Level Schedule

01/06/2011 - Requirements Gathering Kick Off01/20/2011 - Alpha Release of Custom 9/11 Queue01/27/2011 - 9/11 Management Team Tests Settings02/17/2011 - Custom Training Curriculum Delivered03/10/2011 - Beta Release of Modified 9/11 Queue03/31/2011 - Semi-Private Stress Test #104/07/2011 - Alpha Release of Web Reservations05/13/2011 - Beta Release of Web Reservations05/19/2011 - Semi-Private Testing Event #206/02/2011 - Public Release of Web Reservations06/09/2011 - Kiosk UI integration w/ Reservations Platform06/23/2011 - QLess Marcom Materials / Education07/04/2011 - Semi-Public Testing Event #107/28/2011 - Data Read Out / Reporting Master Class08/11/2011 - Semi-Public Testing Event #208/25/2011 - Semi-Public Testing Event #3


qless: the company,awards, press & people, testimonials


VIII. QLess: The Company, Awards, Press & People, Testimonials

The CompanyHistory: Launched in 2008.

Size: 24 individuals worldwide

Client base: More than 800,000 customers served at more than 30 locations including Johnson County, KS DMV, Independence, MO DMV, Nashua, NH DMV, City of Austin, University of Texas at Dallas, Harrah’s, T-Mobile, a Fortune 10 company under NDA, and many others.

Balance Sheet: The company is strong, stable and self-sufficient; revenues have exceeded ex-penses by 2X this year. Revenues have more than doubled last year and have doubled this year again.

Customer Retention: 100% major customer retention rate: 100% of all Fortune 500, govern-ment and academic customers remain QLess customers to this day.



Recent AwardsAmerican Business Awards, Best Overall Company, 2010

Finalist, 2010 Los Angeles Business Journal Patrick Soon-Shiong Innovation Awards

Significant Achievement in Web & E-Government Services, Johnson County, KS DMV

5 Best New Companies in California, Liverpool Vision & North of England Pitch Challenge

2010 Government Finance Officers Association Award

North of England Pitch Challenge

2010 Government Finance Officers Association Award

PressQLess has been featured in The New York Times, CNET, Mashable, Mobile Marketer, KillerStartups.com, Chain Store Age, Aviation Weekly & Vator News, among others.

Links to these and additional press stories are available at http://qless.com/press



People

Dr. Alex Bäcker, CEOA scientist, inventor and entrepreneur. Scientist to observe the world, inventor to ideate improvement, entrepreneur to bring it to life. Alex is Founder and CEO of ab|inventio, the award-winning invention factory behind QLess, Whozat and mynew.TV. ab|inventio was honored as Most Innovative Company of the Year in North America Distin-guished Honoree by the 2010 International Business Awards, alongside Salesforce.com and a handful of others. Prior to starting ab|inventio, Alex founded the first evolutionary marketing company, Adapt Tech-nologies, and held positions at the Center for Computation, Computers, Information and Mathematics of Sandia National Labs, at Caltech and at McKinsey & Co. Alex holds an S.B. from MIT and an M.S. and Ph.D. from the California Institute of Technology. In 2010, Alex was named one of “40 under 40” in the inaugural 40 Under 40 M&A Advisor Recognition Awards, chosen from international nominees by an in-dependent judging panel of distinguished business leaders for their accomplishments and expertise. Alex serves in Caltech’s Information Sciences and Technology Board of Advisors and is a mentor for Endeavor, a non-profit that supports high-impact entrepreneurs globally. Alex also coaches soccer at the American Youth Soccer Organization. QLess has donated QLess services to non-profit events such as AngelRide, supporting kids with life threatening diseases.



Tim McCune, Chief Technical ArchitectA seasoned developer, with experience ranging from ground-floor start-ups to Fortune 500 companies, a passion for building both technology and organizations, and a Midwest work ethic.

Tim is co-founder of QLess, and is the executive in charge of product development and operations. Prior to QLess, Tim spent 4 years as a Principal Engineer at Yahoo!, where he led the development of Yahoo’s Java Platform and Serving Stack, and built infrastructure to support hundreds of developers, working on the world’s largest web site, serving millions of users every day. He is also a start-up veteran, helping many organizations grow rapidly and building both their technology stacks and their development teams. He holds an MS in Software Engineering and a BS in Computer Science from Kansas State University.

Charles Marrelli, Director, Experience DesignAn interactive communication pioneer, thrilled about the potential of new technologies to foster a better real-world experience. Charles joined QLess two years ago fresh from a fifteen year tenure with digital agencies’ Modem Media and Digitas. In his role as Creative Director, Charles designed interactive experiences on the web and on site for brands like Delta Air Lines, IBM, Citibank, and Intel. A published author and teacher, Charles is personally responsible for key client engagements and customer staff training. Charles received a Masters Degree in Interactive Communication from The Florida State University. He lives in Fairfield, CT with his wife and 5 children.



Craig Lambert, EVP, Strategic PlanningCraig has been working at the intersection of human communications and technology for almost 20 years.

Brad A. Burgess, Director, Business DevelopmentBrad was so impressed with QLess technology as a consumer, he joined the company.

Brad has spent his entire career selling, building, or leading sales organizations in service oriented busi-ness models, from start-up to F500. A regular contributor to the Society for Human Resource Manage-ment regarding talent management and executive development issues, Brad relishes the role of support-ing and developing key relationships across various verticals. Brad works, and plays, in Overland Park, KS with his wife and two sons.

Jeff Schmidt, Customer Solutions SpecialistJeff is a veteran of the software and mobile industries focused on identifying enterprise technology needs. Experienced working with Fortune 500 companies, all the way to venture-funded companies, he has lead projects to leverage mobile technology for everything from epidemiology, “smart city” planning, and im-proving health in food consumption. Jeff is a graduate of Villanova University and resident of downtown Manhattan.



Customer Testimonials

“So far I am ecstatic with the app and even more happy with the support I get”-- Bill Dehaan, Director of IT, Mesa Community College

“The response and customer feedback about the system has been overwhelmingly posi-tive. It has giving our customers a sense of freedom… customer commented…that he had…decided to leave until his number was called. He received a text message letting him know that he had fifteen minutes until he reached the front of the line, but was

stuck in traffic at the time. He was able to request more time by replying by text and was able to be served when he got …, not losing his place in line…The flexibility and will-

ingness that Q-Less has shown in understanding our business operations, constraints and needs has been outstanding. This partnership has been very exciting”

--Amy Meeker Berg, Chief Deputy Treasurer, Johnson County, Kansas



“I think this is a wonderful way to improve patient satisfaction and reduce expenses…I think this would be a killer thing to have in a healthcare organization…It’s extremely

neat…I wouldn’t want to build and operate this in-house –I want to sleep all night long”.–Kurt Vanriper, Manager, Pharmacy & Analytical Systems, Kaiser Permanente

“I think overall it’s a very good system. Customers really like it. The day we had a really long wait, everything was perfect. On a 1 to 10 scale, I’d give it a 9. Educating people

[about their wait] helps tremendously. It’s perfect, it really is.”--Patricia Rogers, Citizen Services Director, Office of the Mayor, Nashua, NH

“Sherry had some very complimentary things to say about QLess and its staff as well…Any simpler and it would do it itself! We would like you to consider us a strong reference

for your firm.”–John Barker, IT Director, MVR, City of Nashua.

“QLess? It’s quick, it’s convenient. Quick and easy tool. Quick to navigate through. It’s very easy for me. I don’t have any complaints.”

--Chloe Crims-Merritts, Receptionist, Mesa Community College



“I love the fact that we can cell phone numbers in and students can go anywhere they want pretty much on campus. They don’t have to necessarily wait here…Basically, I re-

ally like it.”–Christiana Ravecchioli, Receptionist, Mesa Community College

“Charles & Tim have been just wonderful to work with…the QLess system has helped al-leviate the customer confusion we’ve been dealing with since this facility was built…Hav-

ing QLess...will make that program more efficient and customer friendly” --Ginger Scott, Customer Service Supervisor, City of Austin

“Among the three bids, the only product that can be instantly turned on by the vendor with no software development by the vendor AND no hardware installation by us AND no software installation by us is QLess….QLess offers the least risk and the highest value.”

-Curt Eley, Vice President for Enrollment Management, The University of Texas at Dallas

“QLess is a great friggen idea!” --Mike Schroepfer, VP Engineering, Facebook



End User Testimonials“This is pretty cool, since it allows you time to shop at the local stores…and not worry about missing your

name called out.”

“Absolutely love, love, love, love the system!! I had a 90 minute wait with 108 people ahead of me. So I left to do shopping, contacted my insurance company and had the insurance emailed to me home, dropped off the groceries, got updated wait times, came in with the insurance and was called to the window for service. Pam was fantastic, polite, efficient and courteous – a real delight! Whoever came up with the system is a

genius! Everyone should be calling in to praise the system and the staff that are responsible for selecting and implementing it!! Awesome experience.”

“I just used the Qless system this morning. Luckily, one of my coworkers mentioned it last night so I was able to use it today. It is AWESOME! I loved it and think it is an excellent idea.”

“perfect. What a great service. Thanks!”“That’s cool wish everybody would do this!”

“ thx.love the new system.”

“I am thru…what a wonderful way to do this..thanks”

“This is a great system. Thanks!”



“Govenment [sic] run organization at its best!”

“Love this method, very updated & convenient!”

“Thank u great service by cell. It help take care of some personal bussiness [sic] and still hold my place in line.” “Wow im shock with this great sys”

“This setup is awsome thanks so much”

“You are welcome. Your system is awesome:)” “K. Thanks again, awsome service!!”

“Thanks. I am here waiting. Nice system.”

“Thank you..This is great!!”

“just got an update saying i have 48 mins. this is cool!”

“we love you qless”

“You guys are so sweet……thank you….Wow this is the best county I’ve ever lived in..:-) :-)



It does suck waiting in line …your the best DMV i ever encounter. :-) :-) :-)”

“Sweet. Only a 14 min wait. If I had just walked in without you doing that, I would be 201st in line.”

“Thanks it was a great process”“Genius!”

“Great service, much better than waiting in a line”

“Awesome! So much better than waiting in the cold!”

“It was very helpful, I hope you do it again next year”

“Great idea!! Love it!!”

“Awesome idea. Thank you”

“AWESOME idea! Made the wait less stressful!”

“This is a great service!!”

“It was AWESOME!!!!!!!!”


final words / thank you


IX. Final Words / Thank You

This proposal summarizes some of the main options available to you. However, QLess exists in

thousands of different flavors and configurations. Please inquire with us if you would like a dif-

ferent variation on our solutions. Although QLess can be up and running in days, with QLess, you

are not buying an off-the-shelf product, but rather acquiring a partner to listen to your needs

and work with you to design and develop a one-of-a-kind, state-of-the-art solution suited to

your evolving needs. At our historic rate of 7 new releases per month, possibilities are limited

only by your imagination. We look forward to this exciting partnership. Thank you for the honor

of considering us for this historic installation.

May the lives of our heroes be remembered, their deeds recognized, and their spirit reawakened

be eternal beacons, which reaffirm respect for life, strengthen our resolve to preserve freedom,

and inspire an end to hatred, ignorance and intolerance.

May human dignity triumph and affirm an unwavering commitment to the fundamental value of

human life.

9 11 memorial 2010 rfp qless response 121410

Documents

regulated climate control

illegal secondary market

modifed 9 11 queue03 31 2011

high level schedule01 06 2011

grade pass cards

timed reservation system

timed reservation pass

reservations platform06 23 2011