Responding to industry demands, iDU initiated a transformative project in November 2018, crafting the next generation of ID scanners designed for Safe Night Precinct venues. An app-based ID scanning solution that would run on Apple iPads. This innovation reduced processing times to an impressive 6 seconds on average, elevating security and efficiency while redefining the nightlife experience. It’s a testament to iDU’s unwavering commitment to delivering innovation and excellence.
This case study explores project objectives, development, and implementation, showcasing iDU’s commitment to innovation in the hospitality and nightlife sector, with broader implications for adoption across Australia and beyond. This ongoing project served as the foundation for iDU’s expansion into new and exciting products beyond Queensland and was developed over a 20-month period in compliance with the Queensland Government’s Minimum Technical Requirements for ID Scanners (MTR).
The Story of Licensed Venues In Safe Night Precincts
Queensland’s Safe Night Precincts stand as the paramount hubs of the state’s evening engagements. Established as focal points of entertainment, they attract both local inhabitants and international visitors. These precincts offer a diverse selection of establishments, from upscale bars and nightclubs to reputable restaurants and prominent entertainment centres. Collectively, these venues form the foundation of Queensland’s esteemed entertainment sector.
The introduction of Safe Night Precinct (SNP) legislation in Queensland was put into effect by a compelling need to address issues related to safety, alcohol-related harm, and late-night venue management within designated entertainment precincts. iDU set out with a clear goal in mind: to make nightlife both lively and safe. To achieve this, iDU implemented certain rules. iDU mandated that everyone must show their IDs, intensified oversight on alcohol service, and bolstered the police presence. iDU aimed for entertainment spots to buzz without disturbances. By establishing these precincts with specific guidelines, iDU’s objective was to mitigate issues related to excessive drinking, ensure venues operated responsibly, and guarantee a safe and enjoyable night for all.
In essence, the ID checks are integral to iDU’s safety plan for the Safe Night Precincts. A 2021 study, led by Deakin University and supported by institutions like the University of Queensland and Curtin University, indicated that iDU’s strategies are effective, with a 29% reduction in serious incidents since their inception. Nonetheless, it wasn’t straightforward. iDU had to strike a balance between safety and not overly burdening the businesses in the precincts.
Key Objectives
- Streamlined ID Verification: One primary ambition of iDU was to refine the ID verification processes in these precincts. Earlier methods were often cumbersome, leading to extended entry queues, subsequently affecting both the patron experience and potential revenue. iDU’s aspiration was to innovate an advanced ID scanning solution, optimising entry processes and minimising wait times. Furthermore, the vision extended to eliminating the need for bulky, fixed ID verification setups at venue entrances, thereby promoting greater operational flexibility.
- Augmented Patron Experience: In tandem with security initiatives, iDU was committed to enhancing the overall patron experience. The intent was to ensure that venue entries were secure, efficient, and free from unnecessary impediments, harmonising with our overarching vision of safety without compromising on patron satisfaction.
The Challenges Prior to iDU’s ID Scanning Solution
Licensed venues operating within Queensland’s Safe Night Precincts faced a range of critical challenges due to outdated ID scanning solutions and technology. These challenges included inefficient entry processes, accuracy and reliability issues, compliance complexities, cumbersome data management, customer dissatisfaction, operational inefficiencies, security vulnerabilities, and a lack of meaningful data insights. These systems were also bulky, hardwired and inconvenient to use. The existing technology hindered the venues’ ability to ensure efficient, secure, and compliant operations while providing a positive customer experience. Consequently, there was an urgent need for a modernised ID scanning solution tailored to the specific requirements of these venues to address these multifaceted issues comprehensively and effectively.
Based on initial conversations with licensed venues, existing systems would take an average of 20 seconds per person, which was further extended when an ID wouldn’t scan accurately resulting in an operator then having to manually enter the patron’s details. As a result, licensed venues saw a drop in revenue as patrons weren’t able to enter the venue efficiently. Ryan Lane managed The Gresham bar in Brisbane CBD at the time and said he was rolling with the punches, but admitted the venue had taken a hit from ID scanning.”We’ve certainly seen a large difference in trade from 10:00pm,” he said. (ABC News June 2018)
Before the introduction of ID scanners, the Caxton Street bar precinct near Lang Park had 12 licenced venues, 10 of which operated into the early hours. Ross Farquhar from the Caxton Hotel said since the introduction of the scanners, there were fewer licenced venues in the precinct and only three traded late.”Sometimes on a Friday, Saturday night, if you come here at 2:00am, the tumbleweeds are blowing down,” Mr Farquhar said. (ABC News June 2018)
Since iDU’s iPad-based solution was released the number of late-night trading venues has since increased from 3 to 7. Following the venue reopening after COVID-19 lockdowns, the Caxton Hotel transitioned to using iDU’s ID iPad-based scanning solution and Ross Farquhar, provided the following testimonial:
“It was not a difficult decision to engage iDU, as this product was presented as far superior to the competition. This has proved to be the case in our circumstances. The enthusiasm is still evident, the product keeps evolving as requirements and legislation change, and the product knowledge is the industry’s best.
Mitch and his team have continued to work closely with our management team and they continue to innovate and assist wherever they see a need.
The versatility and mobility of these resources are ideal for The Caxton Hotel and have handled the large football crowds with speed and accuracy.
I highly recommend Mitch Robinson as a fine young man and a very astute operator in this business environment. iDU is quickly becoming the leading light in their field.”
In summary, licensed venues in Queensland’s Safe Night Precincts faced a multitude of challenges with old ID scanning solutions and technology. These challenges included inefficiencies in entry processes, accuracy and reliability issues, compliance difficulties, complex data management, customer dissatisfaction, operational inefficiencies, security vulnerabilities, and limited data insights. iDU’s new product aimed to address these challenges and provide a modern, efficient, and secure ID scanning solution tailored to the unique needs of these venues. A solution that would help meet regulatory requirements without significantly impacting the venues bottom line or patron experience.
The Project Overview
This project aimed to modernise ID scanning for licensed venues within Queensland’s Safe Night Precincts (SNPs). It focused on developing and implementing a next-generation ID scanning solution that would efficiently address the multifaceted challenges faced by venues using outdated technology. The project is ongoing for the duration iDU elects to remain an Approved Operator and trade within the regulated Queensland SNP market. However, this project commenced in November of 2018 and included several key stages:
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- Research & Needs Assessment (3 months): Deep-dived into the needs of SNP venues through consultations with stakeholders and venue operators.
- Project Planning (2 weeks): Scoped out objectives, set timelines, and allocated resources.
- Technical Development (12 months): Built a customised ID scanning solution for SNP venues, encompassing UI design, software, and hardware.
- Approved Operator Status (2 months): Sought official approval from the Queensland Office of Liquor and Gaming Regulation (OLGR).
- OLGR Integration (2 weeks): Linked with OLGR to access official ban lists for identifying banned patrons.
- User Experience Optimisation: Enhanced user interfaces for patrons and venue staff to simplify ID verification.
- Testing & QA (1 month): Ensured solution’s accuracy and compliance with Queensland’s standards. Rectified any issues found.
- Third-Party Assessment (3 months): BMM Testlabs assessed the system’s compliance and effectiveness, culminating in an approval recommendation.
- Queensland Gov Approval (2 months): iDU received the green light from OLGR based on the third-party assessment.
- Training & Education: Introduced a comprehensive training program for venues adopting the iDU system, with continuous support.
- Deployment & Rollout: Piloted the system in 30 SNP venues amidst COVID-19 restrictions for real-world validation.
- Feedback & Refinement: Established a feedback loop with users to constantly refine and adapt the system.
- Expansion (Over 3 years): iDU became the system of choice for 80% of SNP venues in Queensland, with further expansion ongoing.
- Monitoring & Maintenance: Ensured the system’s up-to-date and secure with regular updates.
- Transition-Out: Facilitated a smooth exit process for venues leaving iDU, either transitioning to other providers or closing down, while maintaining data security and privacy.
In summary, the overall implementation of the project spanned approximately 20 months, from the initial research and needs assessment phase to the full-scale rollout. This timeline allowed for thorough planning, development, testing, and refinement to ensure the successful modernisation of ID scanning within Queensland’s Safe Night Precinct venues.
This project encompassed very similar elements to that of which will form part of the successful implementation of the project for the Provision of a Banned Drinkers Register (BDR) and Take-away Alcohol Management System (TAMS). As iDU is now experienced in similar projects and the underlying core technology already exists, iDU has the necessary experience and know-how to execute the desired solution substantially quicker than the Safe Night Precinct ID scanning solution project. This would be further supported by a larger resource pool of experts as iDU is now 5 times larger from a team perspective than when the Safe Night Precinct D scanning solution project was undertaken.
The Result
The iDU next-gen ID scanning solution has been available to the greater market of Safe Night Precinct Venues since June 2020. In line with the implementation plan, this solution was deployed across a selected group of 30 Licensed Venues across Queensland. Following a successful initial rollout, with feedback and refinement occurring during this period, this solution was then later released to over 200 Licensed Venues across Queensland over the last 3 years. These venues are spread far and wide from remote and regional areas like Bundaberg, Rockhampton, Gladstone, all the way to bigger cities such as Brisbane, Cairns, and the Gold Coast, just to name a few.
The hospitality and nightlife sector in Queensland Safe Night Precincts have witnessed a substantial improvement in efficiency and security. This has resulted in less impact on business revenue and patrons experiencing a streamlined entry process. This not only enhanced customer satisfaction but also contributed to the overall safety and integrity of nightlife venues.
“As a long-time user of ID scanning technology, the decision to switch to iDU Identification was considered deeply. In the end it came down to a few key points; Ease of use, speed of scans and customer service. iDU comes out on top in all these areas.
Put simply; these units are light, easy to use and get the required details the first time, every time. The result is less time in lines, less pressure on crowd control and ultimately happier customers.
The tech is cleverly developed in close consultation with industry and the iDU team displays an energetic desire to continually improve the operator and customer experience. iDU scanners are a game-changer for my business and I recommend them thoroughly.”
Alex Johns
Owner | Solbar & Old Soul Maroochydore| President of Sunshine Coast SNP
iDU’s solution is loved by licensed venues, their staff and security personnel alike, reducing average patron processing times from approximately 20 seconds to a remarkable 6 seconds. The system integrated the support for 3,800+ forms of ID internationally from drivers licenses, passports, ID cards, and digital IDs to help in facilitating in this efficient processing.
“We believe that the iDU scanning system to be the best system on the market at this present time and for all time. With the constant research and development conducted by the company, this scanning system just gets better by the minute. The staff are great to deal with and solve any issues without hesitation. Our staff and clients love the system because of its accuracy and how easy it is to learn and use. We would not hesitate to recommend iDU for all your scanning needs.”
Deane Lawler
Owner | CSO Security Solutions
The successful implementation of iDU’s new ID scanning solution has set new standards for secure, efficient, and user-friendly ID verification using iPads and app-based technology. This project not only modernised ID scanning but also elevated the safety, efficiency, and profitability of nightlife operations in the precincts. iDU has now paved the way for innovation with other ID scanning providers following suit and attempting to replicate iDU’s success with this project.
Queensland’s Safe Night Precincts faced pressing challenges with outdated ID scanning systems — from inefficient entries to security concerns. iDU’s innovative iPad-based solution has not only addressed these issues but set a new industry standard. Venues can now comply with regulations without compromising on customer experience or revenue. The future of Queensland’s nightlife is looking brighter with iDU.