Principles to Guide the Return to Work, Play, and Spectate

Partnerships PARTNERSHIPS Great endeavors begin with strong partnerships. The Partnerships are arrangements COVID-19 pandemic has shown the value of having well- between parties who agree to established partnerships with key stakeholders. It has also cooperate to advance mutual exposed gaps within business operations where new interests. Nurturing partnerships partnerships are needed with non-traditional stakeholders between key stakeholders helps like Public Health. Partnerships are arrangements between the sports and entertainment parties who agree to cooperate to advance mutual industry build resilience in critical interests. They can help address issues related to current health, safety, security, and operations and they can be of great assistance when service functions. contingencies arise. Learnings Partnerships are an important part of resilience, including preparing for and responding to a business disruption, such Some key learnings from the as COVID-19. Partners may include your: pandemic era and the “Great Wait” include: Supply Chain for Goods and Services RTWPS events may require the Staff and Employees additional support from private medical services to Government ensure public safety staffed. agencies RTWPS starts with the digital Unions journey in the homes of talent and staff, therefore events Medical may need support from other Services entities to carry the message of what to expect. Utilities Events are now the social Human experiment that can unlock Resources the new behaviors and activities that are Finance (un)acceptable in the Novel Normal and leveraging Risk and organizations that can track Insurance and measure that is vital for Providers the industry’s future. Law Figure 20 - What is Your Ecosystem? Internal and Enforcement External Partnerships Have Interdependencies Fire and Ambulance Services Public Safety Emergency Management 42 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Leagues and Associations, to name but a few. PARTNERSHIPS The adage, “you are only as strong as the weakest link in Partnerships are arrangements between the chain” well summarizes your dependency on your parties who agree to cooperate to partners and the many interdependencies they have on advance mutual interests. Nurturing one another to help your enterprise achieve its business partnerships between internal and goal. external key stakeholders helps the sports and entertainment industry build It is important that every partner is viewed and treated, as resilience in critical health, safety, security, such: A Partner. And the question, “What is your and service functions. organization doing for your partners to help prepare and train them to help you?” Treating your partners as critical NOTES members of your ecosystem requires different thinking to achieve and sustain resiliency. ______________ ______________ When considering the role of partnerships in the dynamic ______________ sports and entertainment industry, it is important to ______________ remember: ______________ ______________ Each partnership must instill confidence and trust in ______________ the talent, staff, vendors, fans, and the community ______________ that health, safety, security, and service are top ______________ priorities for venue leaders and event managers. ______________ ______________ The collaborative efforts of key stakeholders, old and ______________ new, must consistently demonstrate a habitual ______________ working relationship that is more than equal to any ______________ contingency. ______________ ______________ Events that occur under challenging circumstances (e.g., pandemic, natural disaster, active shooter, etc.) People are the core of the may require additional support from public health and private medical services to ensure public safety. The return to work, play, and spectate begins with a 3600 digital journey that starts in the homes of talent, staff, and fans, and therefore the messaging about events may need support from partners to help communicate and manage expectations. Events are spectacles and social experiments that can unlock the new behaviors and activities that are (un)acceptable in the emerging normal while 43 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

leveraging partner capabilities to track and measure PARTNERSHIPS all that is vital for the industry’s future. Partnerships are arrangements between Interdependencies parties who agree to cooperate to advance mutual interests. Nurturing Understanding interdependencies and identifying potential partnerships between internal and gaps that may result in a disruption threat not only external key stakeholders helps the sports materializing, but causing a larger and longer downtime, and entertainment industry build which in turn has a greater economic and brand risk resilience in critical health, safety, security, impact. and service functions. NOTES How effective is your core team at managing your crisis and ______________ in developing an actionable plan for reopening? Among ______________ the many hard lessons the COVID-19 pandemic has taught ______________ most organizations is that they cannot afford to have the ______________ wrong people at the table making crisis management ______________ decisions. Some lack subject matter expertise, or the ______________ information needed was not readily available to inform ______________ decision making. This was not only true internally for most ______________ enterprises, but it was also true for the external ecosystem ______________ partner they most relied upon for normal business ______________ operations. ______________ ______________ Organizational leaders have the new knowledge, so that a ______________ strategically focused ecosystem model could provide the ______________ foundation for high resilience and minimal disruption in the ______________ future. The alternative is to “hope” future disruptions will not ______________ happen. But “hope” is not a strategy. People are the core of the Building bridges with partners, old and new, that are continually strengthened with planning, training and exercises, and communications that update and ensure relationship currency, is the fabric that holds the ecosystem intact. Internal Partners The initial organizational step is to identify who needs to be at the table or part of the crisis management team (CMT) among internal stakeholders. This typically includes 44 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

operational department leaders and a C-Suite PARTNERSHIPS representative (e.g., Heads of Facilities, HR, Legal, IT, Procurement, Security, Safety, Marketing and Sales). Partnerships are arrangements between parties who agree to cooperate to COVID-19 has raised important questions about the need advance mutual interests. Nurturing for a medical or health officer on the CMT. Adding a partnerships between internal and fractional medical officer may be a solution for this new external key stakeholders helps the sports requirement, a position that should endure in the post- and entertainment industry build resilience in critical health, safety, security, and service functions. Leagues & NOTES Associaltions ______________ Vendors Governement ______________ Agencies ______________ ______________ Customers Internal Law ______________ Enforcement ______________ Medical and and Security ______________ Health ______________ Services Services ______________ ______________ Figure 21 - Sample Ecosystem Interdependency Model of Key Stakeholders ______________ ______________ pandemic era. ______________ ______________ The Operational Department members set the strategy and ______________ how to execute operations by working with a C-Suite ______________ leader. In the sports and entertainment industry, a General Manager, President or EVP of the organization would normally fill this role. Their responsibilities include providing C- suite guidance, asking probing questions, and reporting to the CEO, Board or Ownership to obtain program approval and funding. People are the core of the 45 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

The CMT evaluates risks that may disrupt operations and PARTNERSHIPS implements strategies to identify, prevent, respond, and recover from disruptive risks as effectively and efficiently as Partnerships are arrangements between possible. After setting their foundation, they graphically parties who agree to cooperate to build their partner ecosystem to ensure the organization is advance mutual interests. Nurturing well-prepared for and responsive to any potential disruption. partnerships between internal and external key stakeholders helps the sports It is important that the CMT not start with the current vendor and entertainment industry build list and then amend it. This approach may result in failure, resilience in critical health, safety, security, something that may only be noticed during the disruption or and service functions. contingency. It is better to start with a clean sheet, identify what is needed in the new normal, and then craft an NOTES original ecosystem model. ______________ Once completed, agreed upon, and approved at the C- ______________ Suite level, the CMT should then turn its attention to ______________ cultivating external partners. ______________ ______________ External Partners: ______________ ______________ “We just went through COVID-19 and the list of external ______________ vendors and government agencies and compliance ______________ organizations is endless. How are we supposed to approach ______________ this?” ______________ ______________ A great comment, and the answer is that without having a ______________ well-structured ecosystem and CMT in place to partner with ______________ them, the mayhem of external post COVID-19 organizations ______________ is both overwhelming and counter-productive. ______________ The CMT’s role is to identify all existing partners, ecosystem People are the core of the requirements, and both gaps and redundancies. If there is a clear gap, such as a medical officer that needs to be added to the plan, the CMT recommends ways to close the gap(s). Equally important is to assess whether there are competing demands and redundancies. Consolidation is imperative if two or more current partners are providing the same or similar services. Among the many external partners to consider for your eco- system model and invitation to the “table” are: 46 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

State/Local government agencies: PARTNERSHIPS Who in your organization is responsible for Partnerships are arrangements between maintaining these relationships and reporting parties who agree to cooperate to any changes to the executive team? advance mutual interests. Nurturing partnerships between key stakeholders Are Memoranda of Understanding (MOU) helps the sports and entertainment current and in place? industry build resilience in critical health, safety, security, and service functions. What has changed in terms of compliance NOTES policy? How has the organization incorporated ______________ changes in regulatory guidance? ______________ ______________ Which government compliance rules will ______________ remain post-pandemic? ______________ ______________ Who are the new players that you must work ______________ with now and post-pandemic? ______________ ______________ What information is required by your partners? ______________ ______________ What information do you need from your ______________ current and new government partners? ______________ ______________ Which partnerships will remain post-pandemic? ______________ ______________ How will you incorporate new compliance policies and government partners in tabletop People are the core of the and field exercises? Insurance/Risk: Is your insurance based on a low bid that excludes some or all business disruptions? Does your insurance exclude business disruptions caused by pandemics? Have you invited the risk/insurance provider to the table so they can understand your business and risks and you can properly define your coverage needs is imperative? 47 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Law Enforcement, Fire and Ambulance Services: PARTNERSHIPS Who in your organization is responsible for Partnerships are arrangements between maintaining these relationships and reporting parties who agree to cooperate to any changes to the executive team? advance mutual interests. Nurturing partnerships between internal and Who are the law enforcement, public safety, external key stakeholders helps the sports and emergency management agencies that and entertainment industry build you need to include? resilience in critical health, safety, security, and service functions. Are Memoranda of Understanding (MOU) current and in place for all law enforcement, NOTES public safety, and emergency management agencies? ______________ ______________ How will you include new agencies in your ______________ training, tabletop, and field exercises? ______________ ______________ Association/League/Conference: ______________ ______________ Who in your organization is responsible for ______________ maintaining these relationships and reporting ______________ any changes to the executive team? ______________ ______________ Are contracts and/or Memoranda of ______________ Understanding (MOU) current and in place? ______________ ______________ What has changed in terms of compliance ______________ policy? ______________ What are the unique compliance requirements for each? How do you manage conflicting policies? How are you benchmarking against other vendors (i.e., venues, production companies, customers), associations, leagues, and conferences? People are the core of the 48 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Which compliance rules will remain post- PARTNERSHIPS pandemic? Partnerships are arrangements between How will you hold your organization and parties who agree to cooperate to partners accountable for compliance? advance mutual interests. Nurturing partnerships between internal and Vendors: F&B, Custodial, IT, Security, Parking, external key stakeholders helps the sports Maintenance, Electrical, Plumbing, Marketing, and entertainment industry build Ticketing, Banking/Finance, Promotional. resilience in critical health, safety, security, and service functions. Who in your organization is responsible for maintaining these relationships and reporting NOTES any changes to the executive team? ______________ Have contracts been updated to reflect ______________ changes to compliance and the ecosystem? ______________ ______________ Do contracts include participation in crisis ______________ management planning, tabletop, and field ______________ exercises? ______________ ______________ Do contracts include training requirements for ______________ health, safety, security, and service? ______________ ______________ Do the vendors have their own business ______________ continuity plans? ______________ ______________ Are they current? ______________ ______________ Do they include participation in crisis management planning, tabletop and People are the core of the field exercises with their clients? Fans/Customers/Guests: Who in your organization is responsible for maintaining these relationships and reporting any changes to the executive team? How are you leveraging fan clubs to help you achieve your health, safety, security, and service goals? Do fans have a seat and voice at the crisis management table? 49 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How are you communicating new compliance PARTNERSHIPS requirements and health, safety, security and service changes with fans, customers, guests, Partnerships are arrangements between and talent? parties who agree to cooperate to advance mutual interests. Nurturing Processes for Building a Successful Operating Model partnerships between key stakeholders helps the sports and entertainment industry build resilience in critical health, safety, security, and service functions. How have you used a strategic evaluation to identify NOTES risks that are likely to disrupt business operations? ______________ How have you identified the departments that are most needed to prevent, manage and recover from those disruptions? How have you delineated partners’ roles, ______________ requirements, and instructions to provide redundancy ______________ and resilience? How have tabletop exercises and training programs ______________ been adapted to define roles, refine policies and ______________ processes, incorporate partners, and work toward ______________ resilience? ______________ ______________ How are you conducting regular reviews about what ______________ has changed including new requirements such as ______________ compliance, threat matrix, business environment, and ______________ enterprise goals? ______________ ______________ How are you using regular audits and reviews of partners to ensure: Your organization is providing the right and effective support? Your partners are well prepared and current with your enterprise requirements? Principles for Ecosystem Partners ______________ ______________ Partnership is a team sport. The participants at the table ______________ should be competent, capable, knowledgeable, and experienced so that they can develop and execute a People are the core of the strategy. 50 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Begin with a large list and narrow it. This reduces the PARTNERSHIPS potential for missing a key partner. Establish an internal Crisis Management Team. Partnerships are arrangements between An executive or C-suite member should lead the CMT. parties who agree to cooperate to Identify external partners, clearly define their required advance mutual interests. Nurturing roles, and document their information and training partnerships between key stakeholders needs. helps the sports and entertainment Schedule regular training, tabletop exercises, industry build resilience in critical health, program and member updates, and risk analyses. safety, security, and service functions. Determine what has changed. NOTES Determine what has not changed. Use the ecosystem strategy to build a bridge with ______________ partners and establish two-way communications for ______________ mutual success. ______________ ______________ General Partnership Considerations ______________ ______________ Each partnership must instill confidence and trust in the ______________ talent, staff, vendors, fans, and the community that health, ______________ safety, security, and service are the top priorities for venue ______________ leaders and event managers. ______________ ______________ How do the collaborative efforts of key stakeholders, old ______________ and new, demonstrate a habitual working relationship ______________ that is more than equal to any contingency? ______________ ______________ Who are the new internal and external stakeholders? ______________ State Department of Health? People are the core of the Local Health Department? Department of Mental Health? National Alliance on Mental Illness? 51 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

OSHA? PARTNERSHIPS CDC? Other? Partnerships are arrangements between Are there new or enhanced positions for: parties who agree to cooperate to advance mutual interests. Nurturing partnerships between key stakeholders helps the sports and entertainment industry build resilience in critical health, safety, security, and service functions. Health? NOTES Safety? ______________ ______________ Medical? ______________ ______________ Service? ______________ ______________ Vendors? ______________ ______________ Compliance? ______________ ______________ What outside assistance is required to prepare staff and ______________ demonstrate venue commitment to health, safety, ______________ security, and service? ______________ ______________ How have new, furloughed, and current staff ______________ participated in tabletop or field exercises with key ______________ partners to expand their knowledge of and develop greater confidence in applying health, safety, and security protocols and policies? People are the core of the 52 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

People PEOPLE Sports and entertainment provide spectacles for fans. Fans People are the core of the sports must be at the center of every health, safety, security, and and entertainment industry. The service decision. Without fans, there is no revenue. industry exists for the fans. Staff and fans must be confident that The pandemic has occurred at a point when large their health, safety, and security generational changes – Millennials and GenZ are occurring, are the top priorities before they – and fan expectations are changing. The pandemic is a return. discontinuous moment, forcing a halt to operations and providing a unique opportunity for the sports and Learnings entertainment industry to consider how to entice fans to return, excite their senses, appeal to their core values, and Some key learnings from the to be a force for positive cultural change. These can all be pandemic era and the “Great achieved through programs that are focused on Wait” include: partnerships, people, policy, and platforms (technology). COVID-19 has made fans and staff cautious; consider the New skillsets and personnel figure below: will be needed, possibly at a greater number than before, to safely deliver on the event experience. 74% of Fans 20% - 40% of 40% of Fans 80% of Fans Organizations who invest in are Risk Staff Fear for are Prefer to both training and education Averse their Health Watch for its workforce will create a Confident competitive advantage for and Safety Sports on bringing stakeholders back to Venues are Television venues. Safe Figure 22 - KANTAR Sports MONITOR 2021 Fan Engagement Study Creating alignment among talent, staff, and spectators is The key learnings from the pandemic era and the “Great achieved through Wait” provide a foundation for considerations and questions transparency and agility in for and about people. the RTWPS strategy. Executives C-Suite must routinely demonstrate to the talent, fans, staff, vendors, and community their commitment to health, safety, security, and service. How are you protecting fans and staff when they are in your venue and throughout their journey? 53 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How are you communicating the importance PEOPLE of preventative measures to staff, fans, and the local community? People are the core of the sports and entertainment industry. The Are you incentivizing vaccination and testing industry exists for the fans. Staff for your staff, fans, and community? and fans must be confident that their health, safety, and security How are you encouraging good health are the top priorities before they practices? return. Are you supporting managers, supervisors, NOTES and staff as they apply and enforce policies and protocols? ______________ ______________ Are you providing workforce scheduling ______________ flexibility? ______________ ______________ Are you holding executives, managers, ______________ supervisors, and staff accountable to ______________ consistently apply, and enforce policies and ______________ protocols? ______________ ______________ Talent ______________ ______________ Talent must be confident that their unique needs are ______________ met and must be managed and directed to keep ______________ them safe. ____________ How are you managing, directing, and People are the core of the communicating with talent to keep them safe? sports and entertainment industry The industry exists for How are you, venue staff, event managers, promoters, producers, etc. demonstrating commitment to ensuring the talent’s health, safety, and security? Staff Staff must be confident that venue and event executive management care about their health, 54 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

safety, and security and that they demonstrate it PEOPLE through action. People are the core of the sports How are you demonstrating a commitment to and entertainment industry. The the staff’s health, safety, and security? industry exists for the fans. Staff and fans must be confident that Are staff provided training, personal protective their health, safety, and security equipment, and the tools needed to do their are the top priorities before they work safely? return. Does the organizational culture encourage NOTES management and staff to hold each other accountable to adhere to health, safety, ______________ security, and service policies? ______________ ______________ Do executives, managers, and supervisors ______________ support staff when they hold fans and peers ______________ accountable for violating policies and Codes of ______________ Conduct? ______________ ______________ Are staff trained to use the technology ______________ necessary to manage the event, conduct ______________ operations, and deliver health, safety, and ______________ security, service? ______________ ______________ Are staff trained and confident to manage ______________ large crowds effectively and safely under ____________ COVID-19 and other stressful conditions? People are the core of the Are the tools and trained staff available to sports and entertainment create conditions for a great fan experience? industry The industry exists for Workforce New skillsets and personnel will be needed, possibly at a greater number than before, to safely deliver on the event experience. Are job task analyses and/or work role delineation studies less than 7-years old? Is the training needs analysis current? 55 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

(If applicable) Have unions been consulted on PEOPLE training needs and requirements? People are the core of the sports How are resources allocated to recruit and train and entertainment industry. The new staff, including during competitive staff industry exists for the fans. Staff sourcing periods? and fans must be confident that their health, safety, and security How are resources allocated to maintain the are the top priorities before they skills of furloughed and current staff? return. Are training programs in place to train all staff NOTES and furloughed staff on all changes – policies, Codes of Conduct, health, safety, security, and ______________ service – prior to reopening or staff performing ______________ their first shift? ______________ ______________ Are programs in place to professionally develop ______________ staff over the long-term? ______________ ______________ Invest in Your Workforce ______________ ______________ Organizations that invest in both training and ______________ education for its workforce will create a competitive ______________ advantage for bringing stakeholders back to venues. ______________ ______________ Does the organization’s return to work, play, ______________ and spectate investment strategy align talent, ____________ staff, union (if applicable), and spectator needs and requirements? People are the core of the sports and entertainment Are workforce investments well-documented industry The industry exists for and transparent so they can be integrated into all organizational strategies? How do training and professional development investments promote agility and flexibility so that the workforce is prepared to adapt to future shocks? How do investments provide a path for professional development for all staff? 56 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Fans PEOPLE Fans must be confident that venue and event People are the core of the sports management and staff will provide a clean, sanitary, safe, and entertainment industry. The and secure environment. industry exists for the fans. Staff and fans must be confident that Are all staff, supervisors, and managers trained, their health, safety, and security certified, and qualified for their roles? are the top priorities before they return. Have appropriate actions been taken by venue and event management and staff to: NOTES Provide a clean, sanitary, safe, and ______________ secure environment? ______________ ______________ Provide for staff and fans’ health, safety, ______________ and security? ______________ ______________ Provide the highest level of service that ______________ meets fan expectations? ______________ ______________ How have health, safety, security, and service ______________ actions and expectations been communicated ______________ to staff and fans? ______________ ______________ Have the Staff Code of Conduct and Fan Code ______________ of Conduct been updated to reflect current ____________ health, safety, security, and service requirements? People are the core of the sports and entertainment How have the fans been assured that they and industry The industry exists for the staff are accountable for adhering to their respective Code of Conduct? Employee Organizational Culture The environment created by the COVID-19 pandemic requires organizations to prominently feature their health and safety culture in their normal operations. How are C-Suite executives championing the importance of health and safety in protecting the lives and livelihood of each employee? 57 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How do you ensure employees understand their PEOPLE role in promoting a healthy and safe environment for talent, fans, staff, and vendors? People are the core of the sports and entertainment industry. The Has the organization implemented: industry exists for the fans. Staff and fans must be confident that A comprehensive infectious disease their health, safety, and security preparedness and response plan that are the top priorities before they includes policies to protect staff, fans, return. talent, and vendors? How does the plan incorporate: NOTES Preventative measures? ______________ ______________ Medical response protocols? ______________ ______________ Communication process for staff to ______________ report illness and status? ______________ ______________ Documentation of illness, response, ______________ and contact tracing (as required)? ______________ ______________ A collaborative plan with general ______________ counsel, unions (as applicable), medical, ______________ public health, and other key stakeholders ______________ to define employer and staff ______________ responsibilities in accordance with ____________ applicable federal, state, and local health, safety, and security guidelines? People are the core of the How does this plan address: sports and entertainment industry The industry exists for Processing health and safety claims? Privacy protections (GDPR, HIPAA, CCPA, and other state protections) when reporting illness and conducting contact tracing? Health safety protocols to routinely inspect facilities for potential disease vectors (organisms) and 58 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

areas that can breed and transmit PEOPLE disease? People are the core of the sports Processes to monitor and evaluate and entertainment industry. The (social media comments, targeted industry exists for the fans. Staff surveys, etc.) the effectiveness of and fans must be confident that communication campaigns for their health, safety, and security staff and fans? are the top priorities before they return. Does the organization have a health safety compliance program that NOTES includes: ______________ A coordinator and trained ______________ (certified) staff to manage ______________ programs for talent, staff, fans, and ______________ vendors? ______________ ______________ A standardized risk assessment ______________ process before each event? ______________ ______________ Protocols for staff and talent travel ______________ (i.e., plane, bus, hotel, and food) ______________ that comports with local public ______________ health and industry guidance? ______________ ______________ Protocols that comport with the ____________ American with Disabilities Act (ADA) and other relevant EEOC requirements to provide reasonable accommodations? Medical protocols for any individual on premises who tests positive for COVID-19, including self-isolation, care, and monitoring, contact tracing, and other measures? People are the core of the sports and entertainment industry The industry exists for 59 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Mental Health Support PEOPLE How does the organization offer mental health People are the core of the sports support for its staff? and entertainment industry. The industry exists for the fans. Staff How does the organization use resources and and fans must be confident that initiatives to support the psychological health and their health, safety, and security safety of staff? are the top priorities before they return. Does the ATP include courses that teach staff how to: NOTES Cope and manage stress in the workplace? ______________ ______________ Problem solve and analyze situations? ______________ ______________ Deescalate confrontational situations? ______________ ______________ Work effectively in an environment with multiple ______________ visual, auditory, and physical distractions? ______________ ______________ Complete tasks in a time sensitive environment? ______________ ______________ How has the organization establish and maintain ______________ relationships with mental health service providers and ______________ volunteer organizations like the National Alliance on ______________ Mental Illness (NAMI)? ______________ ______________ Evaluating Staff Confidence People are the core of the How does the organization evaluate each staff members’ confidence (self-efficacy) and belief in their ability to perform their role with fans under COVID-19 or similar conditions? Consider an example of a modified General Self-Efficacy Scale for staff at sports and entertainment venues (Adapted from Schwarzer, R., & Jerusalem, M. (1995). Recommend using a scale of 1 – 4 (1: Not all the time; 2: Hardly true; 3: Moderately true; and 4: Exactly true). A higher score equates to greater confidence and belief in a staff 60 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

member’s ability (self-efficacy) overcome PEOPLE challenges and complete tasks. People are the core of the sports I am confident that I have the tools and and entertainment industry. The training I need to successfully and safely industry exists for the fans. Staff complete my work in an environment and fans must be confident that that brings me close to thousands of their health, safety, and security people. are the top priorities before they return. I will be able to complete my tasks while NOTES serving in areas with large numbers of people. ______________ ______________ I will achieve the desired outcomes for ______________ my role during sports and entertainment ______________ events in this venue. ______________ ______________ I believe I can succeed at most any ______________ endeavor to which I set my mind. ______________ ______________ I will successfully overcome many ______________ challenges faced during this event. ______________ ______________ Compared to other people, I can do ______________ most tasks very well. ______________ ______________ Even when things are tough, I can ______________ perform quite well. People are the core of the Does the organization have a plan to routinely assess health- and medical-related supply needs? Does the organization have health safety training programs for staff and vendors (may require contract modification)? Staff Situational Awareness It is important the organization knows what is going on within their ecosystem and that their plans, programs, processes, and procedures assure the government, industry, and public that their venue protocols for 61 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

health, safety, security, and service protect and serve PEOPLE the needs of their talent, fans, staff, and vendors. People are the core of the sports Does the venue have a communication and entertainment industry. The campaign plan to routinely educate and inform industry exists for the fans. Staff staff about health, safety, and security and fans must be confident that protocols? their health, safety, and security are the top priorities before they How does the communications campaign return. explain the COVID-19 risk mitigation actions now in place prior to resumption of business? NOTES What policies are in place to require staff ______________ compliance with medical protocols, including ______________ written acknowledgement? ______________ ______________ How are staff trained on health and safety ______________ policy and practices? ______________ ______________ How does the (medical) (safety) (security) ______________ compliance team develop, implement, and ______________ assess effectiveness of and compliance with ______________ health, safety, or security policies and protocols ______________ at all work centers and sites? ______________ ______________ How are work centers and common areas ______________ assessed to ensure compliance with COVID-19 ______________ related health and safety measures? ______________ What procedures are in place to ensure staff People are the core of the complete all medical screening protocols (e.g., health questionnaire, COVID-19 tests, temperature check, etc.) prior to entering the venue for their work shift or other purposes? How does the travel policy for staff define and describe appropriate medical travel declarations to assist in contact tracing? Training The organization has developed a training plan to train employees on venue procedures, policies and 62 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

code of conduct for safety and legal operations for PEOPLE staff, talent, and patrons. People are the core of the sports How does health and safety training cover and entertainment industry. The COVID-19 and other health safety-specific industry exists for the fans. Staff items? Does it include: and fans must be confident that their health, safety, and security Preventative Measures, including are the top priorities before they Personal Protective Equipment, masks, return. hand washing, hand sanitizers, and physical distancing? NOTES Etiquette such as when to shake hands, ______________ how to cough and sneeze, and when to ______________ use of hand sanitizers, masks, and gloves. ______________ ______________ How are staff routinely trained on the Codes of ______________ Conduct for staff and fans? ______________ ______________ How does the annual training plan (ATP) ______________ document skills training for each role? ______________ ______________ Does the ATP include protective action training ______________ including, active shooter, shelter-in-place, ______________ evacuation and invacuation, first aid, mass ______________ care/mass casualty, and other relevant health, ______________ safety, and security skills? ______________ ______________ How does the ATP document new skills and current health, safety, security, and service People are the core of the requirements? Does the ATP provide for health and safety training to build staff confidence so they can effectively perform their assigned tasks with capacity crowds? How does the ATP provide for communication, customer service, problem solving, de- escalation techniques, and other power skills? How does the ATP provide for cybersecurity training including, passwords, phishing? 63 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How are trained tasks designated as baseline, PEOPLE upskilling, recurring, and specific supervisor and manager tasks and skills? People are the core of the sports and entertainment industry. The How are tasks designated with criticality, industry exists for the fans. Staff frequency, and methods used to and fans must be confident that facilitate the transfer and reinforcement their health, safety, and security of knowledge to the staff? are the top priorities before they return. How is the frequency of recurring training NOTES determined for discrete tasks appropriate for current and post-COVID needs? ______________ ______________ How do training requirements for third party ______________ contractors conform with the ATP? ______________ ______________ How are training requirements for third party ______________ contractors specified in their contracts? ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ People are the core of the 64 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Policy POLICY People, processes, and technologies have a symbiotic Policy is a set of rules or relationship to help create conditions for memory-making guidelines for organizations and sports and entertainment events. The pandemic resulted in staff to guide decision making, extreme measures to contain the spread of COVID-19. actions, and to achieve Federal, state, and local governments enacted policies that compliance with health, safety, constrained activities and mandated behaviors that did not security, and service goals. exist before January 2020. As we learned more about the Policies in place prior to the disease, government recommendations became formal COVID-19 pandemic have been regulations, and public health guidance became policy. affected by guidance from international, federal, state, and Policy is a set of rules or guidelines for organizations and local governments and health staff to guide decision making, actions, and to achieve agencies. compliance with health, safety, security, and service goals and requirements. Policies in place prior to the COVID-19 Learnings pandemic have been affected by guidance from international, federal, state, and local governments and Some key learnings from the health agencies. pandemic era and the “Great Wait” include: All existing plans and policies governing sports and entertainment venues and events are affected by the new Creating alignment among regulatory landscape and public health guidance. There is talent, staff, and spectators is no “waiting it out” and resetting operations and policies achieved through back to the way it was in January 2020. All existing policies transparency and agility in and associated standard operating procedures should be the RTWPS strategy. reevaluated and adapted to the new environment. These revised and new policies should be documented in your Venues need to work hand- revised plans. in-hand with local and state institutions to understand the Venues need to work together with local, and state, new, varying requirements and Federal authorities; unions and your sanctioning that exist to hold and plan an body institutions to understand the new, varying event. requirements that exist to hold and plan an event. These need to be incorporated into your revised plans All activities within venues and used as a basis for retraining of staff and and associated standard communicated to talent and spectators. operating procedures must be reevaluated to accommodate new environment. 65 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Assessments POLICY How have you assessed the current environment and Policy is a set of rules or guidelines for the policy implications resulting from federal, state, organizations and staff to guide local, and public health agencies? decision making, actions, and to achieve compliance with health, How have the pandemic, regulatory changes, and safety, security, and service goals. public health guidance affected: Policies in place prior to the COVID- 19 pandemic have been affected Threat Assessments used for health, safety, and by guidance from international, security planning? federal, state, and local governments and health agencies. Risk Assessments and the risk horizon used for NOTES Planning events? ______________ ______________ Prioritizing resources to secure well- ______________ trained staff, develop and implement ______________ policies and processes, and acquire new ______________ technologies? ______________ ______________ Crowd management and crowd control ______________ policies, including: ______________ ______________ Time, Space, and Information practices? ______________ ______________ Enforcing Preventative Measures (e.g., ______________ masks, social distancing, “no-bags”, ______________ spaced seating, etc.)? ______________ Ingress, Circulation, and Egress processes and procedures? How do you communicate these policies to staff and fans? Access Control processes and procedures? Medical Screening? Security Screening l th f th 66 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Contact Tracing? POLICY Vaccinations? Policy is a set of rules or guidelines for organizations and staff to guide Testing? decision making, actions, and to achieve compliance with health, Other? safety, security, and service goals. Policies in place prior to the COVID- Signage and wayfinding aides? 19 pandemic have been affected by guidance from international, Social distancing requirements? federal, state, and local governments and health agencies. Are there any new mandatory reporting, data gathering, and information sharing requirements? NOTES Planning ______________ ______________ How do you adjudicate conflicting health safety ______________ guidance from leagues, associations, and public ______________ health agencies when developing policies and during ______________ event planning? ______________ ______________ How do you implement new (or remove) outdated ______________ federal, state, local, league, association, and/or ______________ public health guidance into existing policies and ______________ plans? ______________ ______________ How do you promulgate or communicate new ______________ guidance or policies to planners, event staff, and ______________ third-party providers? ______________ How have the pandemic, regulatory changes, and public health guidance affected: Contingency planning for normal, emergency, and COVID-19 conditions? Traffic Management for normal conditions and under COVID-19 conditions (e.g., social distancing, testing, traffic control points, parking, etc.) lh fh 67 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Preparations for mass care/mass casualty POLICY contingencies under COVID-19 conditions? Policy is a set of rules or guidelines for How do you include testing and screen for organizations and staff to guide vaccination requirements in risk assessments and decision making, actions, and to event planning? achieve compliance with health, safety, security, and service goals. Health and Safety Policies in place prior to the COVID- 19 pandemic have been affected How have you adapted health and safety policies by guidance from international, for: federal, state, and local governments and health agencies. Staff and Fan Codes of Conduct? NOTES Use of preventative measures for all events and any venue capacity limits? ______________ ______________ Staff to enforce new policies related to ______________ preventative measures during ingress, the ______________ event, and during egress from the venue? ______________ ______________ How have you trained staff about new policies and ______________ their role in enforcing policies? ______________ ______________ How have you trained and prepared staff to act as ______________ brand ambassadors and confidently answer ______________ questions about health, safety, security, and service ______________ policies? ______________ ______________ How have you communicated new staff and fan ______________ codes of conduct? Security How have you adapted security policies to comply with health and safety protocols? How are new recertification requirements managed for current and furloughed security staff? Pl th f th 68 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How do you ensure third-party security staffing POLICY providers comply with new health safety protocols and health-related reporting and privacy Policy is a set of rules or guidelines for requirements? organizations and staff to guide decision making, actions, and to How have you trained your security staff to: achieve compliance with health, safety, security, and service goals. Appropriately use their personal protective Policies in place prior to the COVID- equipment when performing their assigned 19 pandemic have been affected duties and tasks? by guidance from international, federal, state, and local governments and health agencies. Conduct security screenings that comply with NOTES current COVID-19 public health guidance? Enforce health and safety policies for talent, ______________ staff, and fans? ______________ ______________ Comply with health reporting requirements for ______________ talent, staff, and fans who test positive for ______________ COVID-19? ______________ ______________ Protect the privacy of talent, staff, and fans ______________ and to comply with privacy requirements ______________ associated with the Health Insurance Portability ______________ and Accountability Act (HIPAA)? ______________ ______________ Use touchless ticketing systems and security ______________ screening equipment? ______________ ______________ Deescalate tensions and problem solve issues before they become incident? l th f th Provide excellent guest services under COVID- 19 conditions? Service How have you adapted service policies to comply with health and safety protocols and policies? How have you trained staff to comply with health and safety protocols and policies? 69 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How do you ensure third-party security staffing POLICY providers comply with new health safety protocols? Policy is a set of rules or guidelines for How are recertification requirements for staff and organizations and staff to guide third-party food handlers managed? decision making, actions, and to achieve compliance with health, How have you trained concessions staff to use safety, security, and service goals. touchless technologies, food service apps, and to Policies in place prior to the COVID- comply with sanitation and disinfection requirements? 19 pandemic have been affected by guidance from international, federal, state, and local governments and health agencies. IT and Cybersecurity NOTES How have new health-related privacy requirements ______________ been incorporated into IT and cybersecurity policies? ______________ ______________ How have you ensured your systems and IT policies ______________ are compliant with handing sensitive health and ______________ privacy data for your staff, fans, vendors, talent, etc.? ______________ ______________ How have you trained IT and cybersecurity staffs ______________ about new health safety and health-related privacy ______________ requirements? ______________ ______________ How are new certification and recertification ______________ requirements for current and furloughed IT and ______________ cybersecurity staff? ______________ ______________ How do you ensure third-party service providers comply with new health-related privacy requirements been incorporated into IT and cybersecurity policies? COVID-19 Testing How have you communicated COVID-19 testing and screening policies to staff, fans, and third-party service providers who need access to facilities? How do you resolve conflicting testing guidance from different leagues and associations with local public health guidance? How have you qualified your third-party medical service providers to ensure they comply with all lh fh 70 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

applicable data privacy laws and health reporting POLICY requirements? Policy is a set of rules or guidelines for How do you ensure third-party medical service organizations and staff to guide providers adhere to Clinical Laboratory Improvement decision making, actions, and to Amendments (CLIA) requirements? achieve compliance with health, safety, security, and service goals. How have planned for the possible suspension of Policies in place prior to the COVID- waivers, loss of CLIA certification, or an industrial 19 pandemic have been affected action by or related to your third-party medical by guidance from international, service provider(s)? federal, state, and local governments and health agencies. Vaccinations NOTES How have you communicated your organization’s ______________ policy regarding vaccination for talent, staff, and ______________ guests? ______________ ______________ How does your organization verify that talent, staff, ______________ and fans are vaccinated? ______________ ______________ How does your organization verify that talent, staff, ______________ and fans who are vaccinated are current or require a ______________ booster vaccination? ______________ ______________ How have you qualified your third-party medical ______________ service providers to ensure they comply with all ______________ applicable data privacy laws and health reporting ______________ requirements? ______________ Venue executives and managers should develop effective partnerships with all key stakeholders and work together with local, state, and federal authorities, unions, leagues, associations, and sports sanctioning bodies to understand the new and evolving requirements to plan and host sports and entertainment events. All changes should be reflected in existing policies. New policies and changes to policy should be a standard part of training and tabletop and field exercise programs. Policies should be incorporated into revised plans and communicated to talent, staff, and fans. l th f th 71 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Platforms PLATFORMS “Technology is best when it brings people together.” Technology affects how people communicate, learn, think, – Matt Mullenweg, Social Media Entrepreneur interact, and experience life. It can be a force multiplier, The discontinuous moment created by the COVID-19 extending your organization’s pandemic has yielded a tremendous opportunity for the reach, helping your staff provide sports and entertainment industry to evaluate their current high quality service, and platforms and identify compliance, operational, health, enhancing health, safety, safety, security, and service gaps that affect the fan security, and service for fans. experience and then implement appropriate technology Technology can create memory- solutions. This opportunity has not gone unnoticed by making experiences. solution providers and the so-called “snake oil” salespersons. Learnings While technology can be a force multiplier and an Some key learnings from the efficient and effective means of solving problems, it often pandemic era and the “Great comes with a financial cost. Some technologies rushed to Wait” include: the field for the pandemic may only be actors in “hygiene theater” rather than practical or long-term solutions. These “Snake oil” salespeople exist, technologies may have a limited function and are not so it is important to fully easily adapted and responsive for the needs of the understand technology industry and its stakeholders. A targeted communications requirements. campaign about the capabilities and limitations of these technologies may manage expectations of key Technology must be stakeholders, staff, and fans. adaptive and responsive to the needs of the environment Taking advantage of this discontinuous moment is and stakeholders. complicated by the need for solutions for the immediate health and safety compliance requirements before turning Technology without to the longer-term technology gaps to help enhance communication to set operations, health, safety, security, and service and stakeholder expectations is a improve the overall fan experience. Some foundational waste of time and money. questions can help assess the current state of the organization’s technology, including: Which technologies that you currently have contribute to health and safety compliance? How does your current technology contribute to revenue generation? 72 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How does your current technology contribute to PLATFORMS cost management? How does your current technology contribute to Technology affects how people staff, fan, and vendor security? communicate, learn, think, interact, and How does your current technology contribute to experience life. It can be a force and facilitate guest services? multiplier, extending your organization’s How does your current technology contribute to the reach, helping your staff provide high overall fan experience? quality service, and enhancing health, safety, security, and service for fans. Gap Analysis Technology can create memory-making experiences. Most organizations conduct some form of gap analysis as they review their overall performance against their NOTES performance goals. A gap analysis can answer some basic questions, including: ______________ ______________ How does the organization assess its ability to ______________ currently provide for health, safety, security, and ______________ service? ______________ ______________ What is the desired end state for the organization in ______________ terms of health, safety, security, and service? ______________ ______________ What are the gaps between where the organization ______________ is now and the desired end state? ______________ ______________ Why does each gap exist? ______________ ______________ Figure 23 - Strategy Simplified to Close Gaps ______________ ______________ What means (resources) are available to enable the organization to achieve its desired ends? 73 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

People (current or new staff)? PLATFORMS What skills are required to close the Technology affects how people gap(s)? communicate, learn, think, interact, and experience life. It can be a force Do existing staff have the requisite skills multiplier, extending your organization’s to help close the gap? reach, helping your staff provide high quality service, and enhancing health, How can the ATP be adapted to safety, security, and service for fans. include the required skills training? Technology can create memory-making experiences. Can people with appropriate skills be combined with technology and/or NOTES changes in policy to close the gap(s)? ______________ Policy – potential non-material solutions? ______________ ______________ Which policies must be adapted or ______________ created to ensure compliance with ______________ current health, safety, security, and ______________ service requirements? ______________ ______________ Which policies can be adapted to ______________ close identified gap(s)? ______________ ______________ Which policies can be combined with ______________ people and/or technologies and/or ______________ partnerships to close identified gap(s)? ______________ ______________ Platforms (existing or new technology)? ______________ What technologies are required to close the gap(s)? How can existing technology be adapted to close the gap(s)? How can the organization’s current technology, with changes in people and/or policy and/or partnerships, be adapted to close the gap(s)? 74 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How will you identify and qualify PLATFORMS potential technology solutions? Technology affects how people Partnerships (existing and new key communicate, learn, think, interact, and stakeholders)? experience life. It can be a force multiplier, extending your organization’s Who are the traditional key reach, helping your staff provide high stakeholders? quality service, and enhancing health, safety, security, and service for fans. Technology can create memory-making experiences. Who are the new key stakeholders? NOTES Which stakeholders can help fill the ______________ identified gap(s)? ______________ ______________ Technology Need Assessment ______________ ______________ When was the last technology needs assessment ______________ completed? ______________ ______________ How often is the technology needs assessment ______________ revised? ______________ ______________ What are the new health, safety, security, and service ______________ requirements? ______________ ______________ Health ______________ ______________ Access Control? Contact tracing? Personal Protective Equipment? Virus Testing and Detection? Cleaning, Disinfection, and Sanitation? Barriers where physical distancing cannot be maintained? Improved ventilation? 75 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Vaccine passports or documentation? PLATFORMS Real-time Testing? Technology affects how people communicate, learn, think, interact, and Data protection and information experience life. It can be a force management? multiplier, extending your organization’s reach, helping your staff provide high Other? quality service, and enhancing health, safety, security, and service for fans. Technology can create memory-making experiences. Safety NOTES Personal Protective Equipment? ______________ ______________ Supplies for good hygiene practices? ______________ ______________ Cleaning, Disinfection, and Sanitation? ______________ ______________ Testing and Medical Screening ______________ applications? ______________ ______________ Contact tracing? ______________ ______________ Enhanced communication and ______________ notification systems? ______________ ______________ Enhanced means of recording and ______________ reporting health and safety incidents to ______________ appropriate organization, OSHA, and public health authorities? Other? Security Access control? Medical screening applications? Contact Tracing? Crowd Management? Security screening? Ticket and vaccine passport scanners? Thermal scanners? What are the new health, safety, security, and service technology requirements imposed or mandated by: 76 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Government? PLATFORMS League, Association, Sanctioning Body, or Technology affects how people similar? communicate, learn, think, interact, and experience life. It can be a force Local Ordinance? multiplier, extending your organization’s reach, helping your staff provide high Public Health Agencies? quality service, and enhancing health, safety, security, and service for fans. Occupational Safety and Health Technology can create memory-making Administration? experiences. Other? NOTES What technologies does the organization have ______________ available now that might address compliance ______________ gap(s)? ______________ ______________ What new technologies have been identified to solve ______________ health, safety, security, and service gaps? ______________ ______________ What problem does the identified technology ______________ solution uniquely solve? ______________ ______________ How mature is the identified solution? ______________ ______________ Ready for deployment? ______________ ______________ Scale quickly to meet needs? ______________ ______________ Fit the timeline for deployment required for the identified gap or need? Is this technology unique to COVID-19, or can it be adapted to address other identified needs or general wellness? Will new technologies be: Purchased with a maintenance plan? Contracted as a service? Leased for unique functions, events, or seasonal activities? How will any new technology seamlessly integrate with current and legacy systems? Do all critical technology systems – power, HVAC, water pumping, waste management, 77 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

communication, signage, etc. – have PLATFORMS automatic failover capabilities and/or allow for graceful degradation of capabilities under Technology affects how people emergency conditions? communicate, learn, think, interact, and experience life. It can be a force Clean Air, Water, and Surfaces multiplier, extending your organization’s reach, helping your staff provide high How are you using the EPA’s “N List” quality service, and enhancing health, to source reliable disinfectants for deep cleaning? safety, security, and service for fans. Technology can create memory-making How are you reducing the potential for airborne experiences. transmission of COVID-19, allergens, and other pathogens in interior spaces? NOTES How are you ensuring safe drinking water and the ______________ treatment of wastewater? ______________ ______________ Legal, Regulatory, and Policy ______________ ______________ Does existing venue technology provide sufficient due ______________ diligence under COVID-19 or other risk conditions? ______________ ______________ Do identified gaps preclude the venue from ______________ complying with new health, safety, security, and ______________ service requirements? ______________ ______________ Do proposed technology solutions comply with ______________ federal, state, and local regulatory guidance? ______________ ______________ Do proposed technology solutions provide sufficient ______________ due diligence under COVID-19 conditions? How will proposed technology solutions provide long- term solutions for health, safety, security, and service requirements in the post-pandemic era? Data protection and Compliance What changes are required to ensure your cybersecurity program is current? How are employees trained to protect information and cyber networks? 78 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Does cyber training include ways to protect PLATFORMS networks against intrusion, ransomware attacks, (spear)phishing, and other forms of network Technology affects how people attacks? communicate, learn, think, interact, and experience life. It can be a force How does your organization ensure compliance multiplier, extending your organization’s with data protection regulations and laws? reach, helping your staff provide high quality service, and enhancing health, NOTE: Compliance with any of these data protection safety, security, and service for fans. laws and similar privacy guidance and regulations are Technology can create memory-making not sufficient for any venue. Comply with applicable experiences. state requirements. NOTES General Data Protection Regulation ______________ (GDPR)? ______________ ______________ California Consumer Privacy Act ______________ (CCPA)? ______________ ______________ Virginia Consumer Data Protection Act ______________ (CDPA)? Health Insurance Portability and Accountability Act (HIPAA)? Your national and/or state requirements? Other? Risk and Crowd Management ______________ ______________ How do you use your venue’s technology to mitigate ______________ health, safety, and security risks? How do you use existing technology to manage ______________ crowds under normal, emergency, and COVID-19 ______________ conditions? How do you use technology to reimagine the space, ______________ time, movement, and perception surrounding ______________ preventative measures (i.e., masks, social distancing, ______________ temperature taking, and non-contact policies)? ______________ How do you use technology to create normal, emergency, and COVID-19 crowd flow projections for the venue? 79 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How do you use technology to provide signage, PLATFORMS communication, and wayfinding for crowds under normal, emergency, and COVID-19 conditions? Technology affects how people communicate, learn, think, interact, and How do you use existing crowd management experience life. It can be a force technology to manage crowds and flow rates: multiplier, extending your organization’s reach, helping your staff provide high During ingress? quality service, and enhancing health, safety, security, and service for fans. As people circulate inside and outside the Technology can create memory-making venue? experiences. During egress under normal, emergency, and COVID-19 conditions? How do you use existing ticketing, parking and NOTES transportation, and crowd management technologies to maximize revenue and/or maximize ______________ capacity while accounting for social distancing ______________ requirements? ______________ ______________ How do you use technology to manage first aid and ______________ other on-site medical programs? ______________ ______________ How do you use technology to manage and control ______________ anti-social behavior inside and outside the venue? ______________ ______________ How do you use technology to test new health, ______________ safety, and security concepts, configurations, and ______________ capabilities? ______________ How do you integrate technology into tabletop and field exercises and training? How are you taking advantage of limited capacity to test new technologies and operational procedures? How will new technology scale up when full capacity crowds return? 80 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Enhancing the Fan Experience How are you soliciting information from fans about their expectations when they return to sports and entertainment venues? What technology trends will address gaps in Fan Experience? Which technologies “excite the senses” and create a more personal, sensory, a visceral experience for fans? Figure 24 - Fans Who Want to Schedule Food and Have you considered contactless Beverage Service Before the Event Source: Oracle. (2021, April 6). Back in the Arena /touchless services for ticketing, parking, food and beverage service, and merchandise? How will you provide self-service options to fans? How can you make fans feel in control of their experience and create a lasting impact that endures beyond the event? How will you use technology to boost stadium attendance in the coming year? What Do Fans Say About Ways to Enhance Figure 25 - Fans Who Plan Their Game Fan Experience? Itinerary Before the Event Source: Oracle. (2021, April 6). Back in the Arena Figure 27 - Families Who Want \"Fast Figure 26 - Fans Wanting Food Delivery Pass\" Apps to Deliver Food During the Game Source: Oracle. (2021, April 6). Back in the Source: Oracle. (2021, April 6). Back in the Arena Arena 81 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Figure 28 - People Want to Buy a \"Game Day\" Figure 29 - Gen Zs ant Contactless Food and Beverage Package Service Source: Oracle. (2021, April 6). Back in the Arena Source: Oracle. (2021, April 6). Back in the Arena Figure 31 - Millennials Who Will Pay More to \"Jump the Queue\" Source: Oracle. (2021, April 6). Back in the Arena Figure 30 - Gen-Zs Missed Sports Venue Food Source: Oracle. (2021, April 6). Back in the Arena Figure 32 - People Willing to 82 Exchange Personal Information for Game-Day Offers COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

USE IIFX AS YOUR RESOURCE Contact IIFX Need help navigating this document? Need assistance with planning, training, and scenario-based tabletop and field exercises for your reopening? Need new ideas and technologies to enhance the fan experience at your venue? IIFX can help. We have an extensive network of thought leaders, skilled practitioners, and solution providers around the world. Contact IIFX at [email protected] and we will find a way to help! Subscribe to IIFX Join the IIFX Global Community of Sports & Entertainment Industry Stakeholders and Influencers with your New International Subscription Service 2021. We offer Season Ticket Individual Subscriptions and a Club Level Season Ticket Subscription for your team! The Innovation Institute is the International community for executive, future, and educational leaders who are thought leaders and hold positions in safety, security or fan experience, and organizations who provide solutions for the sports and entertainment industries. The cost is $99/year ($9.99/month). Medical Advisory Board In March 2021, IIFX formed a new Medical Advisory Board comprised of board- certified physicians who serve as chief medical officers for various sports and entertainment leagues and associations. The Advisory Board is led by Dr. Til Jolly, Chief Medical Officer for Aveshka, Inc.; Clinical Professor of Emergency Medicine, The George Washington University; and Senior Consultant, Department of Health and Human Services. The IIFX Medical Advisory Board works with the IIFX leadership team to foster best practices and education for venues, participants, and fans who are striving to work, play, and spectate safely and effectively. The Board sponsors a weekly “COVID Risk Playbook Health and Medical” Podcast series, bringing together a wide range of experts to discuss and share knowledge of critical COVID topics, including youth and 83 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

mental health, vaccines, performance athletics, and a host of other issues. The podcast series can be found at https://iifx.org/podcasts/. COVID TECH Playbook A Live Webinar Series – The Latest Innovative TECHnology Powering a Confident Return to Live Events. Xperience, an IIFX technology network of enterprises and startups produces a COVID-19 Return to Work, Play and Spectate Tech Talk Series. As we move through 2021, sports and entertainment organizations will prepare to reset, restart, and reopen to fans. The process of opening a venue and delivering a live sports/entertainment experience has never been more difficult. Not only must venue operators meet medical and government requirements to ensure safety, while maintaining a security posture, they must also convince skeptical fans that the in-venue experience is worth it. Learning Hub IIFX is invested in lifelong learning for its members and the professional development of the sports and entertainment industry workforce. Coming in the 3rd Quarter of 2021, the IIFX Learning Hub will provide skills, competency, and capacity and capability courses that are relevant to the sports and entertainment industry. Next Steps The Return to Work, Play, and Spectate Task Force is still hard at work. The members are continuing to evaluate new information about COVID-19 and its variants and examining the effects of rapid testing, vaccines, and new technologies on the spread of COVID-19. The lessons learned are being gathered and will form the basis for publications related to resilience, education and training, revenue generation, and more. Build Resilience to Future Shocks Build upon what we have all learned and use it to explore “what if” during your annual planning cycle. Where you find risk or threats and develop mitigation strategies, also consider building resilience into your plans. 84 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Bibliography Centers for Disease Control and Prevention. (n.d.). Guidance for COVID-19. Centers for Disease Control and Prevention. https://www.cdc.gov/coronavirus/2019- ncov/communication/guidance.html. Centers for Disease Control and Prevention. (2020, July 9). Increases in Health- Related Workplace Absenteeism Among Workers in Essential Critical Infrastructure Occupations During the COVID-19 Pandemic - United States, March–April 2020. Centers for Disease Control and Prevention. https://www.cdc.gov/mmwr/volumes/69/wr/mm6927a1.htm. Centers for Disease Control and Prevention. (2021, February 22). Symptoms of Coronavirus. Centers for Disease Control and Prevention. https://www.cdc.gov/coronavirus/2019-ncov/symptoms- testing/symptoms.html?CDC_AA_refVal=https%3A%2F%2Fwww.cdc.gov%2F coronavirus%2F2019-ncov%2Fabout%2Fsymptoms.html. David J Cennimo, M. D. (2021, April 8). Coronavirus Disease 2019 (COVID-19) Clinical Presentation: History, Physical Examination, Complications. https://emedicine.medscape.com/article/2500114-clinical#b1. Downs, B. (2019, October 23). The Purpose of Benchmarking In Business. Business Benefits Group. https://www.bbgbroker.com/the-purpose-of- benchmarking-in-business/. Environmental Protection Agency. (2020, December 15). List N: Disinfectants for Coronavirus (COVID-19). EPA. https://www.epa.gov/pesticide- registration/list-n-disinfectants-coronavirus-covid-19. Eryigit, P. (2020, December 2). COVID-19 and Absenteeism in the Workplace: Causes and Costs. Fatigue Management and Impairment Testing Provided by Predictive Safety. https://www.predictivesafety.com/blog/covid-19- and-absenteeism-in-the-workplace-causes-and-costs. Hopkins, J. S. (2021, April 15). Annual Covid-19 Vaccine Booster Shots Likely Needed, Pfizer CEO Says. The Wall Street Journal. https://www.wsj.com/articles/annual-covid-19-vaccine-booster-shots-likely- needed-pfizer-ceo-says-11618520527?page=1. How long does it take after exposure to test positive for COVID-19?: Norton 85 Healthcare Louisville, Ky. Norton Healthcare. (2020, December 21). COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

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