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

Venues need to work together with local and state institutions to understand the new, varying requirements that exist to hold and plan an event. All activities within venues and associated standard operating procedures must be reevaluated to accommodate the new environment. Platforms Technology affects how people communicate, learn, think, interact, and experience life. It can be a force multiplier, extending your organization’s reach, helping your staff provide high-quality service, and enhancing health, safety, security, and service for fans. Technology can create memory-making experiences. Some key learnings from the pandemic era and the “Great Wait” include: “Snake oil” salespeople exist, so it is important to fully understand your technology requirements. Technology must be adaptive and responsive to the needs of the environment and key stakeholders. Technology without communication to set and manage stakeholder expectations is a waste of time and money. Many lessons have been learned to date, with so many more to come. These learnings form the basic principles, and the considerations and questions sports & entertainment organizations should ask as they prepare their venues, staff, and fans for reopening. A Note About this Guide The pandemic effectively shut down the sports & entertainment industry. The conditions that existed in the industry in January 2020 are gone, altered not only by the pandemic, but also by new federal, state, and local regulations and public health guidance. There will be no announcement that the world has arrived in the new normal, and in many cases, regulatory changes and guidance will be baked into all future event plans. Now is the time to reflect on these changes and adapt existing plans and policies so they are functional now and in the post-pandemic era. 42 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Again, nothing in this guide is prescriptive. These principles, questions, and considerations can be used in whole or in part to help organizations think systematically, review their plans, reassure staff and fans, reset their operations and revenue models, and enhance their operations posture. Some or all the information contained in this document may not apply to all organizations in the sports & entertainment industry. The Task Force members and IIFX strongly recommend that before implementing any of the ideas contained herein you carefully evaluate, and consult with outside legal counsel as appropriate, about the legality, applicability, and potential efficacy of this information in your organization. Return to Work, Play, and Spectate 43 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

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 internal and external like Public Health. Partnerships are arrangements between key stakeholders helps the sports parties who agree to cooperate to advance mutual & entertainment industry build interests. They can help address issues related to current resilience in critical health, safety, operations and they can be of great assistance when security, and 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 organizations that can track and measure that is vital for the industry’s future. Risk and Figure 22 - What is Your Ecosystem? Internal and Insurance External Partnerships Have Interdependencies Providers Law Enforcement Fire and Ambulance Services Public Safety Emergency Management 44 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 goals. external key stakeholders helps the sports & entertainment industry build resilience in It is important that every partner is viewed and treated, as critical health, safety, security, and such: A Partner. And you ask yourself, “What is your 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 & 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.) 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 new behaviors and activities that are (un)acceptable in the emerging normal while People are the core of the 45 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 It is important to understand interdependencies and to partnerships between internal and identify potential gaps that may result in a disruption threat external key stakeholders helps the sports not only materializing, but causing a larger and longer & entertainment industry build resilience in downtime, which in turn has a greater economic and brand critical health, safety, security, and risk impact. 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 they 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 business operations. ______________ ______________ Organizational leaders have new knowledge, so a ______________ strategically focused ecosystem model can 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. ______________ Building bridges with partners, old and new, that are People are the core of the continually strengthened with planning, training, exercises, and communications that update and ensure relationship currency, is the fabric that sustains the ecosystem. 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 operational department leaders and a C-Suite 46 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

representative (e.g., Heads of Facilities, HR, Legal, IT, PARTNERSHIPS Procurement, Security, Safety, Marketing, and Sales). Partnerships are arrangements between COVID-19 raised important questions about the need for a parties who agree to cooperate to medical or health officer on the CMT. Adding a fractional advance mutual interests. Nurturing medical officer may be a solution for this new requirement, partnerships between internal and a position that should endure in the post-pandemic era. external key stakeholders helps the sports & 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 23 - Sample Ecosystem Interdependency Model of Key Stakeholders ______________ ______________ Operational Department members set the strategy and ______________ how to execute operations by working with a C-Suite ______________ leader. In the sports & entertainment industry, a General ______________ Manager, President, or Executive Vice President of the ______________ organization would normally fulfill this role. Their responsibilities include providing C-suite guidance, asking People are the core of the probing questions, and reporting to the CEO, Board, or Ownership to obtain program approval and funding. The CMT evaluates risks that may disrupt operations and implements strategies to identify, prevent, respond, and recover from disruptive risks as effectively and efficiently as 47 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

possible. After setting their foundation, they graphically PARTNERSHIPS build their partner ecosystem to ensure the organization is well-prepared for and responsive to any potential disruption. Partnerships are arrangements between parties who agree to cooperate to It is important that the CMT not start with the current vendor advance mutual interests. Nurturing list and then amend it. This approach may result in failure or partnerships between internal and could reveal something that might only be noticed during external key stakeholders helps the sports the disruption or contingency. It is better to start with a & entertainment industry build resilience in clean sheet, identify what is needed in the new normal, and critical health, safety, security, and then craft an original ecosystem model. service functions. Once completed, agreed upon, and approved at the C- NOTES 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, government agencies, and compliance ______________ organizations is endless. How are we supposed to approach ______________ this?” ______________ ______________ This is a great question, and the answer is that without ______________ having a well-structured ecosystem and CMT in place to ______________ partner with them, the mayhem of external post-pandemic ______________ organizations is both overwhelming and counter- ______________ productive. ______________ ______________ The CMT’s role is to identify all existing partners, ecosystem ______________ requirements, and both gaps and redundancies. If there is a clear gap, such as a medical officer that needs to be People are the core of the 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: State/Local government agencies: 48 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Who in your organization is responsible for PARTNERSHIPS maintaining these relationships and reporting any changes to the executive team? Partnerships are arrangements between parties who agree to cooperate to Are Memoranda of Understanding (MOU) advance mutual interests. Nurturing current and in place? partnerships between internal and external key stakeholders helps the sports What has changed in terms of compliance & entertainment industry build resilience in policy? critical health, safety, security, and service functions. How has the organization incorporated changes in regulatory guidance? NOTES 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 ______________ 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? Law Enforcement, Fire and Ambulance Services: People are the core of the 49 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Who in your organization is responsible for PARTNERSHIPS maintaining these relationships and reporting any changes to the executive team? Partnerships are arrangements between parties who agree to cooperate to Who are the law enforcement, public safety, advance mutual interests. Nurturing and emergency management agencies that partnerships between internal and you need to include? external key stakeholders helps the sports & entertainment industry build resilience in critical health, safety, security, and service functions. Are Memoranda of Understanding (MOU) NOTES current and in place for all law enforcement, 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? People are the core of the 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? Which compliance rules will remain post- pandemic? 50 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How will you hold your organization and PARTNERSHIPS partners accountable for compliance? Partnerships are arrangements between Vendors: F&B, Custodial, IT, Security, Parking, parties who agree to cooperate to Maintenance, Electrical, Plumbing, Marketing, advance mutual interests. Nurturing Ticketing, Banking/Finance, Promotional. partnerships between internal and external key stakeholders helps the sports Who in your organization is responsible for & entertainment industry build resilience in maintaining these relationships and reporting critical health, safety, security, and any changes to the executive team? service functions. Have contracts been updated to reflect NOTES 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 ______________ field exercises with their clients? ______________ Fans/Customers/Guests: People are the core of the 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? How are you communicating new compliance requirements and health, safety, security and 51 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

service changes with fans, customers, guests, PARTNERSHIPS and talent? Processes for Building a Successful Operating Model Partnerships are arrangements between parties who agree to cooperate to How have you used a strategic evaluation to identify advance mutual interests. Nurturing risks that are likely to disrupt business operations? partnerships between internal and external key stakeholders helps the sports & entertainment industry build resilience in critical health, safety, security, and service functions. How have you identified the departments that are NOTES 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: People are the core of the 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 strategy. 52 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 internal and needs. external key stakeholders helps the sports Schedule regular training, tabletop exercises, & entertainment industry build resilience in program and member updates, and risk analyses. critical health, safety, security, and service functions. Determine what has changed. Determine what has not changed. NOTES 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? 53 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 & 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 54 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

People PEOPLE Sports & entertainment provide spectacles for fans. Fans People are the core of the sports must be at the center of every health, safety, security, 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. Five generations are return. normally present in the workforce, yet the industry is having trouble enticing them to return. This suggests the pre- Learnings pandemic workforce model no longer works. Some key learnings from the The pandemic is a discontinuous moment, forcing a halt to pandemic era and the “Great operations and providing a unique opportunity for the sports Wait” include: & entertainment industry to consider how to entice fans to return, excite their senses, appeal to their core values, and New skillsets and personnel be a force for positive cultural change. These can all be will be needed, possibly at a achieved through programs that are focused on greater number than before, partnerships, people, policy, and platforms (technology). to safely deliver on the event COVID-19 has made fans and staff cautious; consider the experience. figure below: Organizations who invest in 74% of Fans 20% - 40% of 40% of Fans 80% of Fans both training and education are Risk Staff Fear for are Prefer to for its workforce will create a Averse their Health Watch competitive advantage for Confident bringing stakeholders back to and Safety Sports on venues. Venues are Television Safe Creating alignment among talent, staff, and spectators is Figure 24 - KANTAR Sports MONITOR 2021 Fan Engagement Study achieved through transparency and agility in the RTWPS strategy. The key learnings from the pandemic era and the “Great Wait” provide a foundation for considerations and questions for and about people. Executives C-Suite must routinely demonstrate to the talent, fans, staff, vendors, and community their commitment to health, safety, security, and service. 55 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

How are you protecting fans and staff when they PEOPLE are in your venue and throughout their journey? People are the core of the sports How are you communicating the importance & entertainment industry. The of preventative measures to staff, fans, and industry exists for the fans. Staff the local community? and fans must be confident that their health, safety, and security How are you incentivizing vaccination and are the top priorities before they testing for your staff, fans, and community? return. How are you encouraging good health NOTES practices? ______________ How are you supporting managers, ______________ supervisors, and staff as they apply and ______________ enforce policies and protocols? ______________ ______________ How are you providing workforce scheduling ______________ flexibility? ______________ ______________ How 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 communicating with talent to keep them safe? How are you, venue staff, event managers, promoters, producers, etc. demonstrating acommitment to ensuring the talent’s health, safety, and security? People are the core of the sports & entertainment industry. The industry exists for the fans 56 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Workforce PEOPLE Staff must be confident that venue and event People are the core of the sports executive management care about their health, & entertainment industry. The safety, and security and that they demonstrate it industry exists for the fans. Staff through action. and fans must be confident that their health, safety, and security How are you demonstrating a commitment to are the top priorities before they the staff’s health, safety, and security? return. Are staff provided training, personal protective NOTES equipment, and the tools needed to do their work safely? ______________ ______________ Does the organizational culture encourage ______________ management and staff to hold each other ______________ accountable to adhere to health, safety, ______________ security, and service policies? ______________ ______________ How do executives, managers, and supervisors ______________ support their staff when they hold fans and ______________ peers accountable for violating policies and ______________ Codes of Conduct? ______________ ______________ How are staff trained to use the technology ______________ necessary to manage the event, conduct ______________ operations, and deliver health, safety, and ____________ security, service? People are the core of the Are staff trained and confident to manage sports & entertainment industry. large crowds effectively and safely under The industry exists for the fans COVID-19 and other stressful conditions? Are the tools and trained staff available to create conditions for a great fan experience? Workforce New skillsets and personnel will be needed, possibly at a greater number than before, to safely deliver on the event experience. 57 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Are job task analyses and/or work role PEOPLE delineation studies less than 7-years old? People are the core of the sports Is the training needs analysis current? & entertainment industry. The industry exists for the fans. Staff (If applicable) Have unions been consulted on and fans must be confident that training needs and requirements? their health, safety, and security are the top priorities before they How are resources allocated to recruit and train return. new staff, including during competitive staff sourcing periods? NOTES How are resources allocated to maintain the ______________ skills of furloughed and current staff? ______________ ______________ Are training programs in place to train all staff ______________ and furloughed staff on all changes – policies, ______________ Codes of Conduct, health, safety, security, and ______________ service – before 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 their workforce will create a competitive advantage for bringing stakeholders People are the core of the back to venues. sports & entertainment industry. The industry exists for the fans Does the organization’s return to work, play, and spectate investment strategy align talent, staff, union (if applicable), and spectator needs and requirements? Are workforce investments well-documented and transparent so they can be integrated into all organizational strategies? How do training and professional development investments promote agility and flexibility so 58 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

that the workforce is prepared to adapt to PEOPLE future shocks? People are the core of the sports How do investments provide a path for & entertainment industry. The professional development for all staff? industry exists for the fans. Staff and fans must be confident that Fans their health, safety, and security are the top priorities before they Fans must be confident that venue and event return. management and staff will provide a clean, sanitary, safe, and secure environment. NOTES Are all staff, supervisors, and managers trained, ______________ certified, and qualified for their roles? ______________ ______________ Have appropriate actions been taken by ______________ venue and event management and staff to: ______________ ______________ 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? How have the fans been assured that they and the staff are accountable for adhering to their respective Code of Conduct? People are the core of the sports & entertainment industry. The industry exists for the fans 59 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Employee Organizational Culture PEOPLE The environment created by the COVID-19 pandemic People are the core of the sports requires organizations to prominently feature their & entertainment industry. The health and safety culture in their normal operations. industry exists for the fans. Staff and fans must be confident that How are C-Suite executives championing the their health, safety, and security importance of health and safety in protecting are the top priorities before they the lives and livelihood of each employee? return. How do you ensure employees understand their NOTES role in promoting a healthy and safe environment for talent, fans, staff, and vendors? ______________ ______________ Has the organization implemented: ______________ ______________ A comprehensive infectious disease ______________ preparedness and response plan that ______________ includes policies to protect staff, fans, ______________ talent, and vendors? How does the plan ______________ incorporate: ______________ ______________ 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? How does this plan address: Processing health and safety People are the core of the claims? sports & entertainment industry. The industry exists for the fans 60 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Privacy protections (GDPR, HIPAA, PEOPLE CCPA, and other state protections) when reporting illness and People are the core of the sports conducting contact tracing? & entertainment industry. The industry exists for the fans. Staff Health safety protocols to routinely and fans must be confident that inspect facilities for potential their health, safety, and security disease vectors (organisms) and are the top priorities before they areas that can breed and transmit return. disease? NOTES Processes to monitor and evaluate (social media comments, targeted ______________ surveys, etc.) the effectiveness of ______________ communication campaigns for ______________ staff and fans? ______________ ______________ Does the organization have a health ______________ safety compliance program that ______________ 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 Americans with Disabilities Act (ADA) and other relevant EEOC requirements to provide reasonable accommodations? Medical protocols for any People are the core of the individual on-premises who tests sports & entertainment industry. The industry exists for the fans 61 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

positive for COVID-19, including PEOPLE self-isolation, care, and monitoring, contact tracing, and other People are the core of the sports measures? & entertainment industry. The industry exists for the fans. Staff Mental Health Support and fans must be confident that their health, safety, and security How does the organization offer mental health are the top priorities before they support for its staff? return. How does the organization use resources and NOTES initiatives to support the psychological health and safety of staff? ______________ ______________ Does the ATP include courses that teach staff how to: ______________ ______________ 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 established and maintained ______________ relationships with mental health service providers and ______________ volunteer organizations like the National Alliance on ______________ Mental Illness (NAMI)? Evaluating Staff Confidence ______________ 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? People are the core of the 62 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Consider an example of a modified General PEOPLE Self-Efficacy Scale for staff at sports & entertainment venues (Adapted from People are the core of the sports Schwarzer, R., & Jerusalem, M. (1995). & entertainment industry. The Recommend using a scale of 1 – 4 (1: Not all industry exists for the fans. Staff the time; 2: Hardly true; 3: Moderately true; and and fans must be confident that 4: Exactly true). A higher score equates to their health, safety, and security greater confidence and belief in a staff are the top priorities before they member’s ability (self-efficacy) to overcome return. challenges and complete tasks. NOTES I am confident that I have the tools and training I need to successfully and safely ______________ complete my work in an environment ______________ that brings me close to thousands of ______________ people. ______________ ______________ I will be able to complete my tasks while ______________ serving in areas with large numbers of ______________ people. ______________ ______________ I will achieve the desired outcomes for ______________ my role during sports & 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. Does the organization have a plan to routinely assess health- and medical-related supply needs? People are the core of the 63 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Does the organization have health safety PEOPLE training programs for staff and vendors (may require contract modification)? People are the core of the sports & entertainment industry. The Staff Situational Awareness industry exists for the fans. Staff and fans must be confident that It is important the organization knows what is going on their health, safety, and security within their ecosystem and that their plans, programs, are the top priorities before they processes, and procedures assure the government, return. industry, and public that their venue protocols for health, safety, security, and service protect and serve NOTES the needs of their talent, fans, staff, and vendors. ______________ Does the venue have a communication ______________ campaign plan to routinely educate and inform ______________ staff about health, safety, and security ______________ protocols? ______________ ______________ How does the communications campaign ______________ explain the COVID-19 risk mitigation actions ______________ now in place prior to resumption of business? ______________ ______________ What policies are in place to require staff ______________ compliance with medical protocols, including ______________ written acknowledgment? ______________ ______________ How are staff trained on health and safety ______________ policy and practices? ______________ How does the (medical) (safety) (security) People are the core of the compliance team develop, implement, and assess the 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 complete all medical screening protocols (e.g., health questionnaire, COVID-19 tests, 64 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

temperature check, etc.) before entering the PEOPLE venue for their work shift or other purposes? People are the core of the sports How does the travel policy for staff define and & entertainment industry. The describe appropriate medical travel industry exists for the fans. Staff declarations to assist in contact tracing? and fans must be confident that their health, safety, and security Training are the top priorities before they return. The organization has developed a training plan to train employees on venue procedures, policies, and NOTES code of conduct for safety and legal operations for staff, talent, and patrons. ______________ ______________ How does health and safety training cover ______________ COVID-19 and other health safety-specific ______________ items? Does it include: ______________ ______________ Preventative Measures, including ______________ Personal Protective Equipment, masks, ______________ hand washing, hand sanitizers, and ______________ physical distancing? ______________ ______________ Etiquette such as when to shake hands, ______________ how to cough and sneeze, and when to ______________ use hand sanitizers, masks, and gloves. ______________ ______________ How are staff routinely trained on the Codes of ______________ Conduct for staff and fans? People are the core of the 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 requirements? 65 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Does the ATP provide for health and safety PEOPLE training to build staff confidence so they can effectively perform their assigned tasks with People are the core of the sports capacity crowds? & entertainment industry. The industry exists for the fans. Staff How does the ATP provide for communication, and fans must be confident that customer service, problem-solving, de- their health, safety, and security escalation techniques, and other power skills? are the top priorities before they return. How does the ATP provide for cybersecurity NOTES training including, passwords, phishing? ______________ How are trained tasks designated as baseline, ______________ upskilling, recurring, and specific supervisor and ______________ manager tasks and skills? ______________ ______________ How are tasks designated with criticality, ______________ frequency, and methods used to ______________ facilitate the transfer and reinforcement ______________ of knowledge to the staff? ______________ ______________ How is the frequency of recurring training ______________ 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 66 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 & 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 before 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 & 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, state, and new, varying requirements federal authorities; unions and your sanctioning body that exist to hold and plan an 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. 67 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 Pl th f th 68 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 69 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 by guidance from international, federal, state, and local governments and health agencies. How have you adapted health and safety policies NOTES for: Staff and Fan Codes of Conduct? ______________ ______________ 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? l th f th 70 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? 71 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 handling 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 Pl th f th 72 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 (if required)? ______________ ______________ How does your organization verify that talent, staff, ______________ and fans who are vaccinated are current or require a ______________ booster vaccination (if required)? ______________ ______________ 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 & 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 73 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 & 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 to the needs of the industry understand technology and its stakeholders. A targeted communications requirements. campaign about the capabilities and limitations of these technologies may help manage the 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 of the technologies that you currently have contribute to health and safety compliance? How does your current technology contribute to revenue generation? 74 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 25 - Strategy Simplified to Close Gaps ______________ ______________ What means (resources) are available to enable the organization to achieve its desired ends? 75 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)? 76 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 Needs 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 (PPE)? Virus Testing and Detection? Cleaning, Disinfection, and Sanitation? Barriers where physical distancing cannot be maintained? Improved ventilation? 77 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: 78 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, 79 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? 80 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 is Technology can create memory-making normally not sufficient for any venue. Comply with experiences. applicable 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? 81 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 NOTES COVID-19 conditions? ______________ How do you use existing ticketing, parking and ______________ 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? Pl th f th 82 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 & entertainment venues? What technology trends will address gaps in Fan Experience? Which technologies “excite the senses” Figure 26 - Fans Who Want to Schedule Food and and create a more personal, sensory, a Beverage Service Before the Event visceral experience for fans? Source: Oracle. (2021, April 6). Back in the Arena Have you considered contactless /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 27 - Fans Who Plan Their Game Fan Experience? Itinerary Before the Event Source: Oracle. (2021, April 6). Back in the Arena Figure 29 - Families Who Want \"Fast Figure 28 - 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 83 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Figure 30 - People Want to Buy a \"Game Day\" Figure 31 - 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 33 - Millennials Who Will Pay More to \"Jump the Queue\" Source: Oracle. (2021, April 6). Back in the Arena Figure 32 - Gen-Zs Missed Sports Venue Food Source: Oracle. (2021, April 6). Back in the Arena Figure 34 - People Willing to 84 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 for Training Services, Support, and Guidance Visit iifx.org 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 Visit iifx.org Industry Stakeholders and Influencers with our New International Subscription Service 2021. We offer Season Ticket Individual Subscriptions and a Club Level Season Ticket Subscription for your team! Visit http:/bit.ly/iifxsubscribe 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 & entertainment industries. Cost: $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 & entertainment leagues and associations. 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 supports IIFX podcasts and town halls, bringing together a wide range of experts to discuss and share knowledge of critical COVID topics, including youth and mental health, vaccines, performance athletics, and a host of other issues. The podcast series can be found at https://iifx.org/podcasts/. 85 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

Xperience Consortium The Xperience Consortium is a worldwide industry Tech Ecosystem and Think Tank focused on innovation. Through the Xperience Consortium, IIFX is working to create conditions for success to help sports & entertainment organizations complete their mission, achieve their objectives, and build resilience through focus on: • Digital and personal transformation • Predictive analytics • Connectivity • Health, safety, security, and service • Sports and Entertainment Workforce This new paradigm requires a realignment of, and new investment in, technology, business models, and processes to drive new value for organizations and their customers and workforce to effectively compete in an ever-changing digital economy. ASPIRE and the Learning Hub IIFX is invested in lifelong learning for its members and the professional development of the sports & entertainment industry workforce. Coming in the 2rd Quarter of 2022, IIFX will launch its ASPIRE (Action, Study, Prepare, Inspire, Rise, Exceptional) program. This will form the core the IIFX Learning Hub. ASPIRE is a partnership developed with a grant from Intel and supported by Microsoft, to help sports & entertainment industry leaders to: • Enable sports & entertainment workers to develop new skills for in- demand roles and upward professional mobility • Provide sports & entertainment workers with transferable, highly marketable skills • Make technology fully inclusive and expand digital readiness worldwide • Recruit and retain a professional workforce 86 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

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https://www.yalemedicine.org/news/covid-19- and-insights/virginia-consumer-data-protection- vaccine-comparison. act-ccpa-state-privacy-laws.html. Kates, J., Levitt, L., & Michaud, J. (2021, April 20). Supply NHL.com. (n.d.). Official Site of the National Hockey vs Demand: When Will the Scales Tip on COVID- League. NHL.com. https://www.nhl.com/. 19 Vaccination in the U.S? KFF. https://www.kff.org/policy-watch/supply-vs- Occupational Safety and Health Administration demand-when-will-the-scales-tip-on-covid-19- (OSHA). (n.d.). Department of Labor. Protecting vaccination-in-the-u-s/. Workers: Guidance on Mitigating and Preventing the Spread of COVID-19 in the Larsen, J. R., Martin, M. R., Martin, J. D., Kuhn, P., & Hicks, Workplace | Occupational Safety and Health J. B. (2020, July 27). Modeling the Onset of Administration. Symptoms of COVID-19. Frontiers in Public https://www.osha.gov/coronavirus/safework. Health. https://doi.org/10.3389/fpubh.2020.00473. Oracle. (2021, April 6). Back in the Arena. Oracle. https://www.oracle.com/industries/food- Lopez-Garrido, G. (2020, August 9). Self-Efficacy Theory. beverage/sports-entertainment/consumer- Self-Efficacy Theory | Simply Psychology. trends-2021/. https://www.simplypsychology.org/self- efficacy.html. Publishing, H. H. (n.d.). Coronavirus Resource Center. Harvard Health Publishing. Lovelace, Jr., B. (2021, April 15). Pfizer CEO says third https://www.health.harvard.edu/diseases-and- Covid vaccine dose likely needed within 12 conditions/coronavirus-resource-center. months. CNBC. https://www.cnbc.com/2021/04/15/pfizer-ceo- Rosenberg, M. (2020, February 27). Why the Number of says-third-covid-vaccine-dose-likely-needed- Countries in the World Is a Difficult Question. within-12-months.html. ThoughtCo. https://www.thoughtco.com/number-of- Major League Baseball. (n.d.). The Official Site of Major countries-in-the-world- League Baseball. MLB.com. 1433445#:~:text=The%20United%20Nations%2C% https://www.mlb.com/. 20for%20example,196%20countries%20in%20the %20world. Major League Soccer. (n.d.). MLSSoccer.com. Major League Soccer. https://www.mlssoccer.com/. Sports Grounds Safety Authority. (n.d.). COVID-19 guidance. Sports Grounds Safety Authority. McConnell, R. (2021, March). Re-defining Relationships https://sgsa.org.uk/covid/. with Fans. KANTAR Sports MONITOR. Virtual; Virtual. Sports Grounds Safety Authority, Scott, K., Riding, R., Galilee, G., Smith, M., & Weymes, P. (S. Inglis, National Basketball Association. (n.d.). The official site Ed.), Guide to Safety at Sports Grounds (2018). of the NBA for the latest NBA Scores, Stats & London; Sports Grounds Safety Authority. News. The official site of the NBA for the latest NBA Scores, Stats & News. | NBA.com. United States Department of Justice Civil Rights Division. https://www.nba.com/. (n.d.). Information and Technical Assistance on the Americans with Disabilities Act. Emergency National Football League. (n.d.). Official Site of the Preparedness and Response. National Football League. NFL.com. https://www.ada.gov/emerg_prep.html. https://www.nfl.com/. Women's National Basketball Association. (2021, April NCS4. (n.d.). COVID Considerations Guide. The 18). WNBA.com - Official Site of the WNBA. National Center for Spectator Sports Safety and https://www.wnba.com/#/panel2-1. Security. https://ncs4.usm.edu/. World Health Organization. (2020, February 20). Newell, R. G., Meyer, C. D., O'Reardon, M. E., Thoren- Updated WHO recommendations for Peden, D. S., & Lentchner, C. (2021, March international traffic in relation to COVID-19 3). Virginia's Consumer Data Protection Act outbreak. World Health Organization. & CCPA-like State Privacy Laws. Pillsbury https://www.who.int/news-room/articles- Law. https://www.pillsburylaw.com/en/news- detail/updated-who-recommendations-for- international-traffic-in-relation-to-covid-19- outbreak/. 88 COPYRIGHT 2021 BY THE INNOVATION INSTITUTE FOR FAN EXPERIENCE ALL RIGHTS RESERVED Iifx.org

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