emv on the forecourt - pei.org® on the forecourt . october 13, 2015, ... • ensure certification...

EMV® on the Forecourt

October 13, 2015, 10:00-11:30, LVCC

Parker Burke, Gilbarco Veeder-Root Tim Weston, Wayne Fueling Systems

Simon Stocks, S.J. Stocks Consultancy, Ltd. Tiina McCombie, National Energy Equip., Inc

EMV Implementation on the Forecourt

Lessons Learned

PEI October 2015

Simon Stocks S.J. Stocks Consultancy Ltd.

• It’s not easy—not just a hardware change.

• It will take longer than you expect.

• Plan in detail, but the unexpected will still happen.

• Resources will be stretched and under

pressure for an extended period.

• If you haven’t started preparing yet start now!

Key Messages

• Each country had its own timing, requirements and issues. Software modifications were required in each case.

The Experience Elsewhere

• EMV implementation was largely driven by major oil companies. • Worked with suppliers on upgrades

and roll out

• Some companies did not react in time and missed deadlines • Pre-investment avoidance • Penalties • Deadline pressure • Certification issues


• Impact on field resources also varied depending on complexity of upgrade, time and scale • Modern equipment/

software versus older • Country characteristics • Certification led to delays

and recycles • Time stretched • Some sites needed extra resources • Skilled labor lacking • Management level intervention • Ensure contingency plan


• The markets moved as a whole—eventually

• Some delays in upgrades but sites that remain in the market have had to upgrade

• General reduction in number of sites—added investment requirement may have been the final straw


• Size of the market is far greater • Europe as a whole is a significant market, but EMV

implementation was typically on a country basis • Limited complexity—manageable size • Timing varied between countries • Resources could be used across

borders to handle peaks in demand • Size of the market will mean that

roll outs will be longer • More pressure on the technicians • Swing resources less available

Differences in the U.S. Environment

• The U.S. market is more diverse than elsewhere • Only one country but many more parties involved • Limited standardization • Previous implementations mainly before the trend

towards BW • Major oil companies had more influence • On a country basis, typically only one POS • More BWs with multiple brands and multiple

POS/dispenser brands/models • Will upgrades be viable for all sites or will they chose

not to upgrade while that is still an option

Differences in the U.S. Environment

• Retailers must ensure that scope and requirements are correctly defined • Business and technical issues, hardware and software • Off-the-shelf software version or something

customized? • Map the processes to identify major decisions and

design requirements • Ensure your processor/acquirer agrees requirements

and schedule • Is a “continue as today” solution justified for your

forecourt—are there alternatives? • Avoid scope creep—this is big enough!

Issues That Must Be Addressed

• Testing and certification are complex and time- consuming • Ensure certification requirements are understood and

process is clear • Potential recycles can impact the whole schedule • Knock-on effect on the rest of the plan/other parties • Understand limitations of each certification

• Define all test cases in advance, including exception cases • Early pilots provide useful information and help optimize

roll out


• Training is essential • Sales associates will need to understand basics plus

how to deal with exceptions • Customers are likely to be

unfamiliar with processes and may try to use the old ways

• Technicians and help desks will need training and will also need to provide additional support during roll out


• Project management best practices must be implemented • Detailed planning • Identify all major tasks, dependencies and actors

• Contingency – time and budget • Risk management – identify major risks, consequences,

mitigation plans and contingent actions • Share plans and ensure they are coordinated • Track progress and develop catch-up plans


• U.S. banks promoting use of chip and signature • Unworkable outdoors • Majority of EMV implementations around the world

have been chip and PIN • Likely a matter of time before U.S. will have to

adopt this approach • Changing mid-way or after implementation will have

major impacts • Strong message needed from industry that chip

and PIN is right decision before significant investments made

Final Thoughts

EMV in Canada Distributor/Service Provider Implementation Experience

PEI October 2015

Tiina McCombie National Energy Equipment Inc.

EMV Hardware Implementation

EMV Hardware Implementation

Adoption Rate Exceeded

Expectations

• 51% by Dec 2012 • 80% by June

2015 • Expect nearly

95% compliance including work done by others

Dispenser Replacement

versus Upgrade

• 90% new dispensers

• 10% upgrade kits

Widespread Adoption of Contactless

• 84% with new dispensers

• 49% with upgrade kits

Technician Resources • Technician resources stretched beyond capacity

• Typically multiple phases to implementation • Dedicated trainers supplemented by EMV Super

Techs to specialize in training, troubleshooting and activation support

• Extra calls during consumer and station manager learning curve

• Since deployment, tripled service techs in retail sector • Strong aptitude for electronic, mechanical, computer skills • Exceptional customer service and communication skills

• NEE providing support for own techs and approx. 200 alliance contractor techs

Working Capital • Extra manpower for training, installation, go-live

and maintenance • New units inventory, staging, warehouse space

• Projects frequently get delayed from original schedule due to various factors by multiple stakeholders

• Extra administration personnel • Spare parts inventory in warehouses and service

vehicles • Significantly higher cost of EMV replacement parts • EMV may require device software upgrade depending

on POS certification—feedstock for swap outs • Variety of pre-injected security devices per client

versus RKL (remote key load)

Cautions

EMV Capable, Enabled,

Backwards Compatible

• Clearly communicate the differences to meet customers expectations

Install Time and Cost Can Vary Significantly

• Thorough on-site surveys critical before quoting

• Perform by techs not sales personnel

Higher Parts Cost on Fixed

Maintenance Contracts

• Open discussions to apply corrective price adjustments

Strategies to Smooth the Wave • Stop selling non-EMV capable units as soon as

EMV capable units became available • Get a head start by installing necessary hardware

during normal dispenser purchase/replacement cycles • Operate in backwards-compatibility mode until go-live

• Promote early adopter incentives to pull business in before deadline squeeze

• Work in consultation with major accounts to stagger time lines of wide scale installation programs in line with available technician resources

EMV Building Blocks

PEI October 2015

Parker Burke Gilbarco Veeder-Root

Business Confidential – Not for broad distribution

Emerging Technologies and Deployment Considerations

PEI October 2015

Tim Weston Wayne Fueling Systems

Embracing Emerging Technologies • What can retailers leverage to improve EMV ROI?

• Dispenser Media Solutions

• Increase store traffic • Build brand loyalty • Equipment upgrades • Extended warranties

• Combining with new capabilities to leverage

solution overlap, minimize TCO, and refresh site equipment

Embracing Emerging Technologies • What can retailers leverage to improve EMV ROI? • Mobile Payment

• Apple Pay, Android Pay • MCX, Mobile Wallets • EMV Contactless

• Loyalty Programs

• 2D Barcode Readers

• Combining new capabilities to leverage solution overlap, minimize TCO, and refresh site equipment

EMV & Network Certifications • EMV certifications are more complex

• Updated protocols, hardware, payment apps, controllers/EPS, network processors, card associations, etc.

• PCI and EMV certification is the entry point • The complexities lie with overall system certification • Advance planning and scheduling are key to success

Other Deployment Considerations • Industry resource availability

• What will the demand curve • look like?

• Equipment availability

• Manufacturer capacity

• Managing lead-times

• Scheduling

• Forecasting EMV deployment timeframes are key to managing resource and equipment availability

• Service capabilities • # of service companies • Qualified

technicians • Resource

planning • Contract services

EMV on the Forecourt

October 13, 2015, 10:00-11:30, LVCC

Parker Burke, Gilbarco Veeder-Root Tim Weston, Wayne Fueling Systems

Simon Stocks, S.J. Stocks Consultancy, Ltd. Tiina McCombie, National Energy Equip., Inc

emv on the forecourt - pei.org® on the forecourt . october 13, 2015, ... • ensure certification...

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