HUD's Web Management Operating Procedures

Section 2: General Procedures

E: Managing Kiosks

Background

HUD's kiosk program began in 1997. Over the years, 106 kiosks were placed in shopping malls, transportation centers, grocery stores, and other public places. Currently, there are 97 active kiosks.

Kiosks were designed to bring HUD to the people and to deliver basic information to those who wouldn't think to come to the government for information or who don't have access to the Internet.

In 2004, HUD's kiosk program expanded to incorporate partnerships with other federal agencies. Now, "Government Kiosks" showcase basic government information, available at the touch of finger.

Kiosks use a standard template and information. Where possible information is localized (for example, HUD homes for sale listings show only homes for sale in the local area).

Departmental Web Team's Duties

The Departmental Web Team managers the kiosk program. Duties include:

• Work with the Office of Administration and the CIO to ensure that technical support for the kiosks (equipment, surround, maintenance, moves) is managed effectively.
• Work with the Regional Web Managers and Field Office Directors to move under-performing kiosks.
• Work with other Federal Agencies, the Office of Administration, the Chief Procurement Officer to solicit, manage, and maintain formal partnerships to display content from other agencies on the kiosks.
• Establish policies and procedures for managing the kiosks
• Monitor performance of the kiosks and take action to ensure that the program is operated efficiently and effectively.

Regional Web Managers' Duties

Regional Web Managers work within their jurisdictions to ensure that the kiosks are managed efficiently and promoted effectively.

Performance Criteria

Kiosks must be located in places where we can ensure maximum use. Based on a study of HUD's kiosk program, HUD has established the following requirements:

• Be located within 5 miles of the target population, which is low income individuals,
• Have both evening and Saturday hours, and
• Average 3,000 users per year, or 250 per month

If a kiosk fails to average 250 users per month for 3 months, the local staff must take action to improve usage. If a kiosk fails to average 250 users per month for 6 months, the local staff must take action to move the kiosk to a location that promises better usage.

Kiosk Locations

When identifying a location for kiosks, we want to find places where they'll have 1,000 users per month - not just the monthly minimum. Kiosks are most successful when they are located in shopping malls, 24-hour grocery stores, transportation centers, and 24-hour department or discount stores.

Kiosks may NOT be located in federal buildings, city halls, or government services centers. In general, they also should not be located in public libraries, since most libraries already have Internet access through which the public can find all the kiosk content and more.

If a kiosk is not meeting the performance standards established by the Department, if the owner of the current space decides not to retain the kiosks, or if there is some other reason to move a kiosk, the Regional Director and/or Field Office Director is responsible for finding a new location. The Regional Web Manager for that region is responsible for coordinating the process.

Coordinating Moves

The steps for coordinating a move are these:

• The Regional Web Manager works with the Field Office Director to identify a site. You'll need to contact the managers of the site to determine costs/requirements that would be involved. Your review of the site should include the number of hours the facility will be open and the number of people who normally use the facility during an average week. Ideally, we're looking for locations that are open 7 days a week. It must have some evening hours and Saturday hours, or it will not be approved
  
• Once you find a site, the Regional Web Manager should notify the Departmental Web Manager for Field Operations, who will review and approve the new location.
  
• After the new location is approved, the Regional Web Manager should notify the local office administrative staff (or - if there is no local admin staff - contact the appropriate ARD). The administrative staff/ARD will work out the lease agreement. The administrative staff/ARD is responsible for:
  
  • Working out the details of the lease. As a rule, HUD will pay no more than $300 per month to rent space for a kiosk. In rare exceptions, we may approve rentals up to $600. Anything over $300 per month must be approved by the Departmental Web Managers. If the lease amount is greater than $2,500 annually, the administrative staff will work through GSA to execute the lease. Typically, when GSA is involved, it will take longer to execute the lease agreement; so that needs to be considered in planning.
  • Executing a Memorandum of Understanding with the owner of the facility,
  • Ordering and paying for the phone line for the kiosk, and
  • Making arrangements and paying for installation of power sources, if needed
    
• Once the lease is signed and phone and power lines are ordered, the local administrative staff/ARD will notify HUD's contractor - Eagle Collaborative Computer Systems - who will schedule the move. Eagle will need a point of contact at the site.
  
• The Web Manager should monitor all phases of the move process, making sure everything stays on track and resolving or elevating issues in a timely manner.
  
• A checklist for coordinating kiosk moves is available in Appendix B

Monitoring Maintenance

HUD has a contractor who maintains the kiosks, once installed. The contractor checks each kiosk regularly, refilling the paper and fixing any problems. If a kiosk is broken, the local office reports the problem to the Web Manager who in turn contacts the HITS desk and opens a STARS ticket.

The contractor sends regular reports on the status of kiosks (those that are down), and those reports will be sent to the Regional Web Managers.

Web Managers should monitor the performance of kiosks. If a kiosk is down repeatedly, look for the cause. If it's something in the control of the local office (e.g., placement makes it susceptible to damage, someone is unplugging it, maintenance contractor hasn't been monitoring it routinely), take action to resolve or elevate the problem.

Monitoring Use

Monthly statistics for each kiosk - http://hudatwork.hud.gov/po/odoc/webinc/kiosk_ham/kioskhamstats.cfm are posted on hud@work (on "Web Management, Inc."). Web Managers should check the statistics for the kiosks in their regions to make sure they are meeting the performance standards established by the Deputy Secretary. If a kiosk shows poor performance, the Web Manager should take immediate action to identify the cause (needs maintenance? needs publicity? Poor placement?) and resolve the problem.

Marketing

Kiosks - like all of HUD's web products - need to be promoted. Web Managers should work with their local public affairs staff to find creative ways to market the kiosks. Most kiosks have an LED display that can be programmed to promote specific content or initiatives. Web Managers should work with the Field Office Directors to use those displays effectively.

Managing Kiosk Content

Most of the content on the kiosks either is generic or is pulled from Departmental systems; however, Web Managers should review kiosk content periodically to ensure it remains current. Any problems should be brought to the attention of the Departmental Web Team.

Programming the Kiosk LEDs (Light Emitting Diodes)

Most of the kiosks have an LED display that can be programmed to advertise new content, local events, or other important information. In most cases, the LEDs can be programmed remotely, in Headquarters. The Departmental Web Team can take care of requests to program the LEDs remotely. Some of the kiosks - those that are LAN-based - must be programmed locally. Instructions for programming the LEDs are in Appendix C.

Kiosks Specifications

Here is pertinent information you'll need to know when finding locations for kiosks:

• The kiosk needs to have a dedicated phone line.
• The kiosk needs to have a dedicated outlet.
• The kiosks are approximately 7 ft. tall and 3 ft. in width and depth
• Kiosks need a little extra room around the sides, for ease of maintenance.