Operations Guide
Unless otherwise expressly indicated by Expo 2020 Dubai®, copyright of the content of this Guide is owned by Expo 2020 Dubai. Any part or the whole of this Guide may not be copied, reproduced, republished, uploaded, posted, transmitted, or distributed for any purpose without the explicit prior written permission of the Organiser. This is not a commercial document. © Expo 2020 Dubai® 2019 Section 0 | Xxxxxxxxxxxxxxx Preface
Expo 2020 Dubai is committed to delivering a seamless This guide will also discuss transportation such as operational journey for all participants. The Organiser’s traffic and parking requirements, readiness and testing proactive and robust approach to operations, will ensure programmes, visitor services, staff catering smooth movement across multiple functional areas and decommissioning. so that activities are planned, tested and implemented effectively across the Expo 2020 site. The process of carrying out all operational activities is aligned with the General Regulations and Special The Operations Guide sets out to define all operational Regulations of Expo 2020 Dubai, and the applicable activities covering accreditation, cleaning and waste laws and regulations of the United Arab Emirates (UAE). management, health and safety, environment, security, The content of this Operations Guide is outlined in the logistics, facilities management and venue management. accompanying table.
Chapter Content
High-level overview of the site, including how to get to the Expo 2020 site, the Chapter 1 operational zones, hours of operation, entrances and exits, sustainability strategy and Site Introduction and Orientation getting around the site
Chapter 2 Guidelines on services and facilities available for participants’ staff including Staff Experience accommodation, transportation and catering
Chapter 3 Guidelines on the different facilities management services that are offered through Your Pavilion various channels and on a rate card basis. Overview of logistics requirements
Chapter 4 Visitor experience overview and guidelines on the different services provided such as Visitor Services ticketing, content and experience principles, and crowd management plans
Chapter 5 Overview of pavilion and Operational Readiness, including Expo’s Test Events and Readiness the Operational Readiness Fitness Certificate
Chapter 6 Guidelines on Accessibility and Inclusion, Sustainability Standards and Health, Safety Complying with Expo 2020 Dubai and environment standards Standards
Chapter 7 High-level description of the decommissioning phase Decommissioning
Operations Guide V Contents Understanding Controls and Guides IX Contents Acronyms, Abbreviations, Units, and Definitions X Construction Site Access and Site Operating Hours XVI Plot/Pavilion Possession and Contractor Onboarding XVII 1 Site Introduction and Orientation 1 1.1 Expo 2020 Dubai Location 3 1.2 Expo 2020 Site Operations Management 5 1.3 Expo 2020 Site Event Opening Hours 6 1.4 Getting to Expo 2020 Dubai During Event Time 7 1.5 Entering the Secure Site during Event Time 9 1.6 Getting Around the Site 12 1.7 Food and Beverage Onsite 13 1.8 Key Venues and Visitor Experience 13 2 Staff Experience 17 2.1 Staff Accommodation 19 2.2 Banking 20 2.3 Mobile Phones 20 2.4 Getting to the Site 21 2.5 Site Access Event Time 21 2.6 Transport Onsite 23 2.7 Staff Catering 28 2.8 Training 28 3 Your Pavilion 29 3.1 One-Stop Shop 31 3.2 Facilities Management Services 32 3.3 Logistics 35 3.4 Site Access for Delivery Vehicles 36 3.5 Security – CCTV 37 3.6 Staffing Your Pavilion 37 3.7 Cash Management and Cash Collection 37 3.8 Emergency Services 37 3.9 Hospitality Catering 37 3.10 Hotel at Expo Village 38 3.11 Smoking Areas 38 3.12 Signage and Wayfinding 38 4 Visitor Services 39 4.1 Ticketing 41 4.2 Programming 43 4.3 School Programming 44 4.4 Visitor Services 44 4.5 Crowd Management 47 5 Readiness 49 5.1 Operational Readiness 51 5.2 Test Events 54 6 Complying with Expo 2020 Dubai’s Standards 55 6.1 Accessibility and Inclusivity 57 6.2 Sustainability 58 6.3 Health, Safety and Environment 59 7 Decommissioning 61 Supporting Resources 65
Operations Guide VII
Understanding Controls and Guides
Throughout this document, two if the statement is a control (C) or Example of a Control Statement criteria for compliance — controls a guide (G). The numeric character and guides — have been established identifies the sequential order of to assist the participants in planning the control or guide. For example, in C-55 their operations before, during and the accompanying figure,C-55 is a Participants must provide the after the event. control while G-06 is a guide. facilities management team access to their dedicated utilities Controls are ‘must’ statements The controls and guides will room during non-visitor hours that establish the compulsory facilitate the Organiser in assessing to allow them to conduct meter requirements for all participants the participants’ compliance with consumption readings for taking part in Expo 2020 Dubai Expo 2020 Dubai’s operational water and electricity usage and to ensure that the standards and standards and requirements. These reporting purposes. aspirations are achieved for the will also assist the participants in: benefit of all parties as a whole. ›› Planning their operations Example of a Guide Statement Guides are ‘can’ or ‘should’ statements that describe methods ›› Understanding event time or suggested ways of operating operations G-6 that meet the specified goals and Participants should plan to objectives of Expo 2020 Dubai. ›› Ensuring operations are seamless participate in relevant Readiness activities delivered by the Each control and guide is assigned Organiser. a unique alphanumeric code. The first character of the code identifies
Operations Guide IX Acronyms, Abbreviations, Units, and Definitions
Acronyms and Abbreviations
Acronym/Abbreviation Expansion ALO Accreditation Liaison Officer AMS Access Management System ATM Automated Teller Machine BOH Back-of-House CCTV Closed Circuit Television CRM Customer Relationship Management DCD Dubai Civil Defence DEC Dubai Exhibition Centre DEWA Dubai Electricity and Water Authority DMS Delivery Management System GSM Global System for Mobile Communication HSE Health, Safety and Environment IVR Interactive Voice Response LPG Liquefied Petroleum Gas MAC Main Accreditation Centre MOC Main Operations Centre MPC Main Production Compound PAVA Public Address and Voice Alarm system PSA Pedestrian Screening Area RSA Remote Screening Area RTA Roads and Transport Authority SIM Subscriber Identity Module UAE United Arab Emirates VAPP Vehicle Access Parking Permit VERP Venue Emergency Response Plan VICs Visitor Information Centre VIP Very Important Person VSA Vehicle Screening Area VVIP Very Very Important Person
Units Unit Expansion AED United Arab Emirates Dirham L Litre m Metre m2 Square Metre m³ Cubic Metre 24/7 Twenty-Four Hours Seven Days a Week
X Operations Guide Acronyms, Abbreviations, Units, and Definitions
Definitions
Term Definition A document developed by the Organiser and issued to participants to guide them on the Accreditation Guide accreditation process. Accreditation Liaison Officer Single point of contact for the Expo 2020 accreditation team who deal with accreditation (ALO) requests on behalf of the organisation. Pass issued by the Organiser to all guest groups except visitors, granting access to the Secure Accreditation Pass Site, and specific areas within it, valid during event time and the agreed transition period. A document developed by the Organiser and issued to participants to provide them guidance Assisted Pavilions Guide on the standards, requirements, and best practice recommendations on the delivery of their exhibits in their Thematic District Pavilions. Back-of-House Operational areas only accessed by authorised personnel with appropriate accreditation. Bicycle A self-propelled motorless two-wheel mode of transportation. Boulevard 2020 Restricted road outside the Secure Site. Vehicles need VAPP to access. Car Park Shuttle Mode of transportation used for transporting people from the car parks to the plazas. Clean No unauthorised personnel or prohibited items are present. Expo Security-led operation to verify that specific defined areas are free from unauthorised Clearance Sweep personnel and/or prohibited items. A document developed by the Organiser and issued to participants to provide them with Commercial Guide the necessary information they need in conducting commercial activities in their Self-Build Pavilion or Rented Pavilion. The Organiser’s representative appointed to provide support to participants and Country Manager communicate the Organiser’s requirements throughout their participation. The removal of the contents of a pavilion and of any relevant construction materials after the Decommissioning conclusion of the Expo event. A document developed by the Organiser and issued to participants to provide them with the Decommissioning Guide necessary information they need to complete the decommissioning process and obtain the clearances from all relevant internal and external stakeholders. The official procedures that delivery and collection vehicles must abide by before entering the Delivery Access Protocols Expo 2020 site during the lockdown phase. Delivery Management System A centralised logistics system that manages and regulates the flow of delivery, collection and (DMS) maintenance vehicles to the Expo 2020 Site. E-Hail Private transport available via mobile apps. Agencies or entities that enforce law, protect civilians, and respond to emergency situations. Emergency Services These include police, ambulance services, and fire agencies. A document developed by the Organiser which provides participants with the information Events and National Day Guide required to plan, book and deliver their events and national day celebrations during the six- month Expo period. Event Time The defined period between 20 October 2020 and 10 April 2021. Name of the event that will be hosted on the Expo 2020 site; also referred to as ‘Expo 2020,’ Expo 2020 Dubai® ‘Expo,’ ‘Dubai Expo 2020, ‘Expo Dubai 2020,’ and ‘Expo event.’ A trade licence issued by the Organiser to facilitate the operations of the participants in the Expo 2020 Licence UAE, including but not limited to the import, export, sale, distribution, and storage of goods. Located in Dubai South and circulated by the Outer Perimeter fence, it is made up of internal Expo 2020 Site and external operational zones, managed by Expo 2020. Also referred to as ‘site.’ A document developed by the Organiser which provide participants with information Expo Village Guide concerning the Expo Village facilities, services, booking procedures, community rules and other information relevant to the residents of the Expo Village. Dedicated public bus service, provided and managed by RTA, created specifically for Expo ExpoRider 2020 to transport visitors from all Emirates to the Expo 2020 site. A document developed by the Organiser and issued to participants to provide them with the Food and Beverage Guide necessary information on the standards, requirements, and other fundamental aspects of operating a food and beverage outlet in their Self-Build Pavilion or Rented Pavilion. Front-of-House Areas across the Expo 2020 site accessed by visitors. Process that defines the end of the visitor hours confirming all ticketed visitors have left the Gates Closing Secure Site.
Operations Guide XI Acronyms, Abbreviations, Units, and Definitions
Definitions
Term Definition Process that defines the beginning of the visitor hours and start of security screening of all Gates Opening ticket-holders. Includes confirming the Secure Site readiness for visitors to enter. A hazardous material is any item or agent (biological, chemical, radiological, and/or physical), which has the potential to cause harm to humans, animals, or the environment, either by itself Hazardous Materials or through interaction with other factors. These materials have one or more of the following inherent hazardous properties: flammability, explosiveness, toxicity and ability to oxidize. A document developed by the Organiser and issued to participants to guide them on the Insurance Guide specific requirements and key points of consideration when arranging insurances for Self- Build Pavilions and Rented Pavilions. The period when the ‘clearance sweeps’ are being scheduled and conducted. This phase ends Lockdown Phase when the site is locked down. A condition which exists when a defined area is certified ‘Clean’, and event time security Locked Down measures and risk controls are being applied. A document developed by the Organiser and issued to participants to provide them guidance on the processes that they are required to follow to undertake their logistics and Logistics and Customs Guide customs activities. It defines all parts of the supply chain covering inbound and outbound transportation, customs clearance, warehousing, and distribution to the Expo 2020 site, along with onsite logistics services. The coordination centre for Expo operations. Located on Expo 2020 Site, supporting Main Operations Centre operations and services delivered across the city. The generic term that refers to a designated calendar day during Expo 2020 when one or National Day several participants are honoured and celebrate their national day. A National Day includes a dedicated ceremony and a set programme. Activities, functions and performances that participants may wish to organise in order to National Day Celebrations engage a wider public and give more resonance to their National Day. A certificate that is issued by Customs to the participants to identify that no dues are Non-Liability Certificate outstanding under their name. Non-Visitor Hours The hours during which the visitors are unable to access the Secure Site at event time. Offsite Any location within Dubai, external to the Expo 2020 Site. A virtual and physical service provided by the Organiser to participants which offers end- to-end support for aspects such as permitting, approvals, submissions, certifications, and One-Stop Shop inspections. The One-Stop Shop will also respond to any queries or requests raised by participants. Participants can access this facility through the Participant Portal. Areas that cover the whole site allocated for Expo 2020 Dubai. It includes areas within and Onsite outside the secure perimeter that are under the control of Expo 2020 Dubai. The term refers to the Expo 2020 Site. Opening Hours Specific time at which venues and/or areas across the Expo 2020 site open to visitors. A venue operated by the Operations team, hosting front and back-of-house spaces, including Operations Pavilion the Zone Operations Centres. Bureau Expo Dubai 2020 established by the virtue of Decree No. 30 of 2014 issued on 25 Organiser June 2014 to administer the organisation and delivery of Expo 2020 Dubai. A fence erected by the Organiser to control access of the authorised personnel to the Expo Outer Perimeter Fence 2020 site, includes all operational zones. Countries and multilateral organisations who have received and accepted the official invitation from the Government of the United Arab Emirates to participate in Expo 2020 Dubai. Participants Participants also include those parties who have been authorised by the Expo Commissioner General to participate in the Expo event. The participant’s logistics manager is responsible for all transport management operations, Participant Logistics Manager customs clearance and storage of goods within the site for their respective participant. A web-based portal that facilitates communication and provides services such as event Participant Portal management to participants. Pedestrian Screening Area Divides the Arrival Plaza from the Welcome Plaza. People with special needs or disabilities will be referred to as ‘people of determination’ to recognise their achievements in different fields. Includes those who have long term physical, People of Determination mental or sensory impairments which in interaction with various barriers may hinder their full and effective participation in society on an equal basis with others.
XII Operations Guide Acronyms, Abbreviations, Units, and Definitions
Definitions
Term Definition Transport mode (bus) operating on the Service Road only, servicing all guest groups. People Mover Contractors are not encouraged to use the service during on-hours. The phases after the conclusion of the Expo event: decommissioning and removal phase Post-Event Phases for Self-Build Pavilions and Rented Pavilions, and exhibit removal phase for Thematic District Pavilions. The phases of pavilion delivery before the Expo event: Design phase and Construction phase Pre-Event Phases for Self-Build Pavilions and Rented Pavilions, and Design phase and exhibit installation phase for Thematic District Pavilions. Private Coach A large vehicle with a passenger capacity that is greater than 14 passenger seaters. Items that strictly cannot be brought into the Expo 2020 site for reasons of safety and/ Prohibited Items or security. If the item is illegal under UAE law or could be used in illegal activities, it will be escalated to the police. Public Realm Secondary public circulation spaces within the Secure Site. The information that describes the services available to the participants and the prices for Rate Card those services. Rate cards are available on the Participant Portal. Readiness Readiness is the process of testing and exercising the Organiser’s ability to deliver the event. Rented Pavilions Pavilions that are built by the Organiser and rented out to participants. A document developed by the Organiser and issued to participants to provide them guidance Rented Pavilions Guide on the standards, requirements, and best practice recommendations on the planning, design, and fit-out of Rented Pavilions. Remote Screening Area Screening facility for all delivery vehicles entering and exiting the Expo 2020 Site. Items that have been identified as restricted for the purpose of health and safety or as part Restricted Items of the conditions of this entry. These items may not be illegal, but are still restricted for various reasons, and defined in a specific policy. A document developed by the Organiser based on the RISE (Respect, Impact, Safety, RISE™ Sustainable Operations Environment) methodology of Expo 2020 Dubai outlining the standards, guidelines, and best Standards and Guidelines practice recommendations to drive sustainability across all operations on the Expo 2020 site. School children who are part of an organised/scheduled tour and accompanied by an School Groups Expo 2020 Tour Guide. The area containing the internal operational zones, found within the inner perimeter fence, Secure Site accessed by either VSA or PSA. Self-Build Pavilions Pavilions built by the participants. A document developed by the Organiser and issued to participants to provide them guidance Self-Build Pavilions Delivery Guide on the standards, requirements, and best practice recommendations on the construction and delivery of their Self-Build Pavilions. A document developed by the Organiser and issued to participants to provide them guidance Self-Build Pavilions Guide on the standards, requirements, and best practice recommendations on the construction of Self-Build Pavilions. Service Provider An entity that provides services to consumers including utility services. A circular road located between the inner perimeter fence and the back-of-house boundary, Service Road used for both back-of-house and front-of-house operations Site Access Pass Pass used during the Construction phase allowing access to the site. Site Locked Down The site is considered locked down when all areas have achieved a ‘locked down’ status. Days that include major global holidays and/or days with enhanced entertainment and events Special Days such as Expo 2020 Dubai’s opening and closing ceremonies, UAE Golden Jubilee Celebrations, Diwali, Christmas, New Year’s Eve, Chinese New Year, and International Women`s Day. Special Regulations The Special Regulations listed in Article 34 of the General Regulations. Subthemes Expo 2020 subthemes of Opportunity, Mobility, and Sustainability. A policy that outlines Expo 2020 Dubai’s commitment to practices and standards that Sustainability Policy promote environmentally responsible operations and drive sustainable outcomes in order to meet the overarching sustainability objectives for the Expo event. Physical areas on the Expo 2020 site hosting pavilions built by the Organiser, Special Pavilions, Thematic Districts Self-Build Pavilions, and Thematic Pavilions.
Operations Guide XIII Acronyms, Abbreviations, Units, and Definitions
Definitions
Term Definition A venue representing one of the three Expo 2020 sub-themes, Opportunity, Mobility and Thematic Pavilion Sustainability operated by the Organiser. Theme Expo 2020 theme of Connecting Minds, Creating the Future. The defined period after the event but before decommissioning, where controls on participant Transition deliveries and collections will be made onsite. The national vision that outlines the challenges that the UAE will face in the future and UAE Vision 2021 provides an overarching perspective on mitigation over the coming years. The strategy focuses on economic, social, and environmental factors. A control mechanism for enforcing vehicle access to the Expo 2020 site secure and/or Vehicle Access Parking Permit restricted zones. A Vehicle Access Parking Permit is the equivalent of an accreditation for vehicles, defining the access and parking privileges of each vehicle, and must be clearly displayed to gain access. A Very Important Person (VIP) is a person who receives special treatment due to their role, title and importance for a department in the context of Expo 2020. Very Important Person VIPs receive special treatment, but one that is lower than for VVIPs, and sometimes have state or private protection. Proportionally, there are many more VIPs than VVIPs. All departments have VIPs, but not all VIPs are considered part of the Protocol Guest Group. A Very Very Important Person (VVIP) is a high ranking official or leader in the context of Expo 2020, Dubai, the United Arab Emirates or internationally. VVIPs receive a higher and more formal level of treatment. They may come with a large Very Very Important Person entourage and state protection, and typically involve a greater degree of complexity and constraints when planning for a visit. VVIPs also trigger vast media coverage and always have a Chief of Protocol. The area where people and vehicles are screened to ensure they do not carry prohibited items Vehicle Screening Area into the Expo 2020 site and restricted items are identified. Visitor Experience The overall approach to the enjoyment of visitors at the Expo event. The main points of entry/exit of the Secure Site, located within the Arrival and Welcome plazas Visitor Gates (also referred to as Plaza). Visitor Hours The hours during which the visitors are able to access the Secure Site at event time. Visitor`s Parking The area where all public and Expo 2020 guests’ vehicles shall park. An operational area that breaks the Expo 2020 site into a set of smaller, more manageable Zone operations, containing number of venues.
XIV Operations Guide Acronyms, Abbreviations, Units, and Definitions Complimentary Information
To assist participants in managing their activities, the Organiser has created several guides to support the participation process.
This chapter provides complimentary information for conditions during the Holy Month of Ramadan participants on construction site access, plot/pavilion and summer working restrictions. Comprehensive possession and contractor onboarding as specified earlier requirements are detailed in the document in the Self-Build Delivery Guide. Worker Welfare Assurance Standards.
Construction Site Access and Site Expo Site Roads Operating Hours The primary access for construction vehicles will be through the site-wide logistics roads, via temporary To ensure ease of access, the Organiser has introduced roads and permanent roads. several access points into the Secure Site for construction vehicles. The current site access points are illustrated in Construction plot access will be provided from the Figure A. However, these access points may change from logistics roads to the plot boundary at the back-of-house time to time for operational reasons. (BOH) area in line with the pavilion service access during event time. Location of the BOH access for each plot is To effectively manage construction traffic, the Organiser clearly defined on Figure 1.3. may issue or change directions as to which perimeter access point(s) is to be used for entry/exit by contractors, C-03 Contractors are responsible for aligning their consultants, staff, workforce and deliveries. internal traffic management planning with their assigned access point(s). C-01 Participants’ construction teams must comply with the Organiser’s directions on access points to C-04 Contractors are responsible for the avoid any potential delays/denials/diversions to implementation and operation of access control the appropriate access point(s). point(s) to their own plots.
Construction Site Operating Hours C-05 Contractors must park their vehicles within their With approximately 1,000 vehicles entering the site daily, plot limits. No parking will be permitted on, or the Expo 2020 site operates 24/7 to ensure effective adjacent to the logistics roads. site activities. Figure B illustrates a typical site road arrangement. This The Organiser reserves the right to close or regulate layout is subject to constant change, updates to these access to the site, hold vehicles and/or evacuate the site layouts are reviewed at the regular site-wide logistics for operational or emergency reasons. coordination meetings. Participants will be informed of any changes made to the layout to ensure that operations for C-02 Participants must ensure that the working hours participants remain seamless. of their contractors’ workforce comply with the relevant UAE Labour Law. These include special
Figure A Construction Site Access
XVI Operations Guide Complimentary Information
Figure B Site Road Arrangement
Plot/Pavilion Possession and Contractor C-06 Participants’ project manager(s), supervision Onboarding consultant(s) and contractor(s) must attend the onboarding meeting. The Organiser has established steps to onboard the participants’ contractors after the submission of their The meeting will discuss specific topics including: Plot/Pavilion Possession and Mobilisation Request, and before plot handover and contractor mobilisation to site. ›› Introduction to the Organiser’s construction interface management team Details on the Plot/Pavilion Possession and Mobilisation Requests are available in the Self-Build Pavilions Delivery ›› Interfaces with surrounding plots and projects Guide, Chapter 1.5.3. A request template is available on the Participant Portal for participants to download. ›› Restrictions in the surrounding construction zone
The plot/pavilion possession and mobilisation process ›› Regular interface meetings and reporting to the includes the following steps: Organiser
›› Onboarding process including, onboarding meeting, ›› Site-wide logistics considerations and contractor logistics kick-off, health, safety and environment kick- logistical obligations off and Plot/Pavilion Condition Survey ›› Health, safety and environmental introduction and ›› Access Management System (AMS) Training notification of upcoming kick-off
›› Delivery Management System (DMS) Training ›› AMS and DMS introduction and notification of upcoming training ›› Inaccessible Void Inspection Training The onboarding meeting will be followed by a series of All the above steps will be delivered within 20 working sessions to ensure that the contractor is ready to mobilise days of the Plot/Pavilion Possession and Mobilisation to site. Request approval period.
Onboarding After the submission of the Plot/Pavilion Possession and Mobilisation Request, the Organiser will arrange an onboarding session.
Operations Guide XVII Complimentary Information
Construction Activities Sequence and Logistics Plot/Pavilion Condition Survey The Organiser’s team will initiate a logistics kick-off Prior to handing over the plot/pavilion to the contractor, meeting to provide detailed information on logistics the Organiser will arrange a Condition Survey with the obligations and allow contractors to present their contractor to agree on the handover status. construction and logistics plan. C-13 Project managers from the supervision C-07 Project managers and logistics representatives consultants and contractors’ teams must attend from supervision consultants and contractors the Condition Survey. must attend the logistics kick-off meeting. Upon the completion of the Condition Survey and The Organiser will advise and comment on the appropriate sign-off, the plot/pavilion will be handed over participants’ logistics plan to ensure that their to the contractor. construction activities are planned for a successful delivery, are aligned within the appropriate parameters Upon approving all the documentation and completion and meet the Organiser’s requirements. of the required kick-off and training sessions, the final sign-off on the Plot/Pavilion Possession and Mobilisation C-08 Contractors are responsible for addressing Request will be signed by the participants’ authorised the Organiser’s comments on their plans and representative and the One-Stop Shop representative to must submit an updated plan to the Organiser close out the plot/pavilion possession stage. for its approval prior to starting construction activities onsite. Access Management The Organiser has implemented access controls and Following site mobilisation, the Organiser’s team will processes to manage the Expo 2020 site access for continue to support the contractor through regular workforce, visitors and vehicles through an Access interface meetings and logistics plan reviews to deliver Management System (AMS). Participants will have the work. As the event draws nearer, the Organiser will individual AMS accounts on the Participant Portal. work closely with the participants’ contractors to plan Participants will be able to add, remove and manage their construction activities within the site restrictions on users and will have full visibility of passes statistics under heavy vehicles movement, access and interfaces with their account. advancing work around their plots. C-14 Participants must achieve the following steps to C-09 Contractors must plan their delivery schedule obtain an access pass to the Expo 2020 site with sufficient time to work within the Organiser’s construction site constraints. ›› Participants must appoint an accreditation liaison officer as a primary point of contact with the C-10 All construction activities including interior works Organiser regarding access to the site. (see 2.5.1) and fit-out must be completed at the latest by 20 July 2020. ›› The ALO also has the power to nominate individuals from their supply chain to use the Health, Safety and Environment AMS to apply for accreditation regarding their The Organiser will initiate a health, safety and workforce, vehicles and delivery vehicles environment (HSE) kick-off with the contractor to provide them with an induction to the Expo 2020 site and offer ›› Participants must register their appointed detailed information on the Organiser’s HSE standards. contractors on the AMS and provide them with the appropriate access rights so that they can C-11 Project managers and HSE representatives from apply for passes. Contractors are responsible supervision consultants and contractors must for registering their subcontractor(s) to enable attend the HSE kick-off. them to apply for passes under the participant’s account. Upon adding a user, contractors will The kick-off will be planned over a two-hour session and receive a notification with a direct access link to the contractor will be provide them with a comprehensive the AMS system. HSE pack after the meeting. ›› Contractors must nominate a Pass Officer C-12 Participants are responsible for ensuring that their to manage their access passes on the contractors cascade the induction materials and system. Contractors must fill out the relevant details to their workforce and sub-contractors. Pass Officer Application Form which will be provided by the Organiser as part of Following site mobilisation, the Organiser’s team will the onboarding meeting. Contractors can continue to support the contractor through regular HSE nominate multiple names for Pass Officers. walks and tours to ensure adequate implementation of the Contractors must notify the Organiser of any HSE measures and standards set out by the Organiser. changes to the Pass Officer(s).
XVIII Operations Guide Complimentary Information
›› Pass Officers must attend the AMS training C-15 Participants’ contractors will be able to book session that will be delivered by the Organiser’s deliveries to site using the following steps: team. The training will be a one-hour session that will take place five working days in advance ›› Contractors must nominate a Booking of the planned pavilion/plot handover date. Scheduler to book through the DMS and manage their deliveries into the Expo 2020 ›› Pass Officers must provide all required site. (Contractors can nominate multiple names documents when applying for passes in during the onboarding process prior to the accordance with the Organiser’s requirements. training session date). Access Pass requirements are stated on the system and will be provided as part of the ›› The Booking Scheduler must attend the DMS training session pack. The following type of training session that will be delivered by the passes are available: Organiser. This training session will be a two- hour session that must take place at least 5 --Temporary Pass (for workforce) is valid for working days in advance of the required access a maximum period of 3 months (renewable and after plot/pavilion handover. Training on based on an individual’s visa). This pass is DMS will include specific information on access, applicable for new joiners and specialist deliveries, health and safety, environment, workforce. logistics, security and advice on how to use the booking system. After the training session, the --Permanent Pass (for workforce) is valid until Organiser will configure the system to add the the date of contract or the Emirates ID expiry participants’ plot/pavilion account. The Booking date (whichever comes first). Scheduler will receive login access to the DMS and will be able to book deliveries. --Vehicle Pass is valid for a maximum of 1 year, contract expiry or vehicle registration expiry ›› The Booking Scheduler must provide all (whichever comes first). A Vehicle Pass must required information when making a booking in be linked with one driver as a minimum. accordance with the Organiser’s requirements. To make a booking, the scheduler will need --Visitor Passes are valid for 1 to 7 days only, to enter the date and time of the delivery, the after which a new pass will be provided if vehicle details, including the licence plate, size required. designations and the drivers name. Once the booking has been made, the scheduler will ›› Pass Officers are responsible to collect the receive an immediate notification via email. workforce and vehicle passes from the designated Pass Office located at each of the ›› The following key considerations must be entry gates. Visitor Passes must be collected accounted for while making a booking; in person. Workforce and vehicle passes can be collected after three days from making --Voids: Any deliveries that contain the request. Visitor Passes will be available inaccessible void spaces must be identified after two hours from the request.. Due to site to the Organiser on the DMS. Guidelines restrictions and access limitations, the Organiser on inaccessible voids identification and will endeavour to provide as many VAPPs as classifications are available on the Participant possible (depending on the phase) to meet Portal. participants’ operational and requirement needs. --Abnormal loads: To maintain health and Delivery Management safety standards onsite, any loads that are The Organiser has developed processes to regulate the larger than the vehicle must be identified to deliveries and flow of traffic on the roads into, around the Organiser on the DMS. Such deliveries and within the Expo 2020 site. The Delivery Management may be scheduled at certain times and dates System (DMS) is an element of that process which to avoid obstruction to other construction ensures that operations remain seamless. activities taking place onsite.
Any delivery or collection vehicle coming to site needs to be booked using the DMS. Currently all participants that are operational onsite are using the DMS System.
Operations Guide XIX 1 Site Introduction and Orientation
Chapter 1 | Site Introduction and Orientation
Expo 2020 Dubai is expected to attract millions of visits, with 70 percent of visitors projected to come from outside the UAE – the largest proportion of international visitors in the 168-year history of World Expos.
Expo 2020 Dubai will be the first World Expo ever hosted in the Middle East, Africa and South Asia region. Expo 2020 Dubai officially commences on 20 October 2020 and formally ends on 10 April 2021 with a closing ceremony celebrating its success. The Organiser is committed to delivering an exceptional Expo that will be enjoyable for its participants, staff and visitors.
This chapter will provide information about site access during the construction phase, the onboarding procedure before getting onto site, event operating hours, available transportation, as well as site introduction to key venues. 1.1 Expo 2020 Dubai Location Expo 2020 Dubai, the largest event ever staged in the Arab world, is set to welcome more than 192 participating countries, and millions of visitors from across the globe. Expo 2020 Dubai is held in the city of Dubai in the United Arab Emirates (UAE).
Expo 2020 Dubai is located less than 35 km southwest from Downtown Dubai and strategically located between the cities of Dubai and Abu Dhabi as shown in Figure 1.1. The site is between Al Maktoum International Airport, Jebel Ali Industrial Area and Dubai Investment Park.
3 Operations Guide Chapter 1 | Site Introduction and Orientation
Figure 1.1 Expo 2020 Dubai Location
20 minutes from Al Maktoum International Airport Sharjah Airport
45 minutes from Dubai International Airport
1 Hour Dubai Airport from Abu Dhabi International Airport
50 minutes from International Sharjah Airport
Expo 2020 Site
Arrival from Abu Dhabi International Airport
AL Maktoum Airport
E11 E311 E77 E611
Sheikh Zayed Sheikh Mohammed Expo Emirates Road Bin Zayed Road Road Road
Operations Guide 4 Chapter 1 | Site Introduction and Orientation
1.2 Expo 2020 Site Operations Representatives from all operational departments and Management external stakeholders, including emergency services, will be located in the MOC ensuring its capability to deal with Expo 2020 Dubai’s event time operations aim is to deliver all incidents and situations. seamless Expo-wide operations across the duration of the event from site lockdown until the site will be 1.2.2 Zone Management handed back over to construction. Efficient and effective The site has been divided into zones to enable clear operations of the Expo 2020 site is crucial to ensuring our and accountable lines of management. Each zone has visitors experience an exceptional Expo. been subdivided into sectors, each sector containing participants’ pavilions, other venues, spaces and services. The Organiser has split the site into manageable zones (see Figure 1.2), to ensure activities are managed Each zone will have a zone manager supported by sector effectively and efficiently. managers who will be responsible for ensuring that communication and services to all participants are being 1.2.1 Site Operations Management delivered to the expected standards. The site will be managed by the Main Operations Centre (MOC) which is the central hub that supports the overall Zone managers are responsible for the overall management of the event. It provides 24/7 effective coordination and operation of their zone, including all command, control and communication across the expo venues, public realm and expo provided services. Expo 2020 site. Issues and/or requests of the participants will be escalated to the zonal management level when required, if they cannot be resolved at sector level.
Figure 1.2 Expo 2020 Zones
Al Wasl Zone Dubai Exhibition Centre Zone Opportunity Car Park Opportunity Zone Metro Plaza Zone Sustainability Car Park Al Forsan Zone Service Zone Mobility Car Park Satellite Car Park Sustainability Zone Jubilee Zone Expo Village Mobility Zone Facilities and Security Check Workforce Car Park Construction Staging
5 Operations Guide Chapter 1 | Site Introduction and Orientation
1.3 Expo 2020 Site Opening Hours Participant exhibition areas are expected to open at 10:00 AM and close at 22:00 PM daily. Table 1.1 gives an The Secure Site (see Figure 1.3) will be open daily, with overview of the opening and closing hours for different visitor entrance on weekdays starting from 09:00 AM services. Participants will have access to the site within and closing at 01:00 AM (next day). On Thursday and the closed hours and should complete services such as Friday, the Secure Site will remain open for a further hour restocking, cleaning and maintenance during this time. and close at 02:00 AM (next day). Visitor hours during special days will be published on the Participant Portal. Table 1.1 Timetable
Visitor Hours Visitor Participants’ Commercial Visitor Car Metro Car Parks Pavilions Metro Last Gates Exhibit Activities Gates Parks First Train Open Open Train Open Close Close Close Close Sunday 06:15 08:30 09:00 10:00 22:00 00:00 00:30 01:00 02:00 Monday 06:15 08:30 09:00 10:00 22:00 00:00 00:30 01:00 02:00 Tuesday 06:15 08:30 09:00 10:00 22:00 00:00 00:30 01:00 02:00 Wednesday 06:15 08:30 09:00 10:00 22:00 00:00 00:30 01:00 02:00 Thursday 06:15 08:30 09:00 10:00 22:00 01:00 01:30 02:00 03:00 Friday 09:15 08:30 09:00 10:00 22:00 01:00 01:30 02:00 03:00 Saturday 06:15 08:30 09:00 10:00 22:00 00:00 00:30 01:00 02:00
Figure 1.3 Expo 2020 Site and Secure Site
Secure Site
Expo VIllage
Opportunity
Al Forsan Park
Metro
Entrance Al Wasl
Sustainability
Oasis
Mobility
Jubilee Park
Operations Guide 6 Chapter 1 | Site Introduction and Orientation
‘Commercial Activities Close’ means that all visitors are 1.4.1 Metro out of the respective pavilion at the time mentioned in In preparation for the Expo event, the Roads and Table 1.1 and on the public realm beginning to make their Transport Authority (RTA) of Dubai has introduced the way off the Secure Site. Expo Link, a new metro line that connects to the current metro network and prime locations in the city (including The Organiser has the right to reschedule the visitor hours Dubai International Airport) to the Expo 2020 site. of the Expo site, including the commercial facilities and exhibition areas, if required for operational reasons. In such The Expo Metro Station (Expo’s dedicated station) will be cases, the Organiser will notify the participants in advance. able to serve an estimated 18,000 passengers at peak hour in each direction. It will allow passengers to directly 1.4 Getting to Expo 2020 Dubai exit the metro station and enter the Secure Site. During Event Time There are dedicated entry lanes in all metro stations To ensure an adequate level of accessibility to for passengers with accessibility needs to ensure easy Expo 2020 Dubai, a mobility scheme has been access for all. established to ensure that staff and visitors can easily access the site and enjoy the daily activities offered. Figure 1.4 details the various transport options available.
Figure 1.4 Transport Options
Expo Metro Station
Expo Site
ExpoRider Drop-off
Taxi Drop-off
Parking Shuttle Drop-off
Metro Rail
Parking Shuttle ExpoRider Arrival Plaza
Walk from the parking
Parking Taxi
Parking
Private Car
7 Operations Guide Chapter 1 | Site Introduction and Orientation
Figure 1.5 Metro Station Map
Expolink
Expo 2020 Site
The Expo Metro Station will be in operation starting from 1.4.3 Taxi and E-Hail the summer of 2020. The first and last train of the day Taxis can be hailed on the street, picked up at taxi is mentioned in Table 1.1. Exact schedule timings for the stations or booked by phone. They are also available Expo Link will be available on the Participant Portal. For electronically via e-hail apps. Taxis in Dubai are metered, details on the metro line and various stations available air-conditioned and operate 24/7. A large taxi and e-hail see Figure 1.5. fleet will be available to accommodate the expected demand of visitors. 1.4.2 ExpoRider The ExpoRider is a dedicated public bus service created There are over 140 drop-off and pick-up taxi bays at Expo specifically for Expo 2020 Dubai, provided and operated 2020 Dubai with large staging areas at all four visitor by the RTA. This service will be available from different gates. Taxis will be in operation a few hours before the locations in and around Dubai and within the Emirate, opening and closing at the visitor gates during event time. (ExpoRider stations are located next to each of the four visitor gates). Passengers with a valid Expo 2020 Dubai ticket will be able to use this service free of charge.
Schedule timings relating to the ExpoRider service will be available on the Participant Portal and RTA website.
Operations Guide 8 Chapter 1 | Site Introduction and Orientation
1.4.4 Car 1.5 Entering the Secure Site during The Expo 2020 site offers almost 30,000 parking spaces Event Time (see Figure 1.7). Visitor Parking will be open to the public and is free of charge during event time with hours of There are four visitor gates (Plazas) that staff and visitors operation commencing from 08:30 AM until 60 minutes can use to enter the Secure Site: after the visitor gates officially close. Before and after these times, parking lots will be closed. The Visitor Parking ›› Metro Plaza area should be completely empty at the beginning of each day’s operation, any vehicles left in the parking lots ›› Opportunity Plaza will be towed. ›› Sustainability Plaza Parking lots located at a distance greater than 600m from the plazas will be offered a free Car Park Shuttle ›› Mobility Plaza Service to transfer them to/from the plazas. This service shall be provided by the RTA. Each Plaza has facilities such as toilets, cafes, shops and information points. Staff and visitors will be A paid Valet Parking Service will also be available for screened in the Pedestrian Screening Area in the Plaza to visitors to use. The valet service will have the same ensure the safety and security of the site and its visitors. opening and closing hours as the Visitor Parking. Figure 1.6 shows the different visitor gates and Figure 1.7 illustrates the different transport options available at 1.4.5 Car Park Shuttle Service each visitor gate. The Car Park Shuttle Service operated by the RTA, is a free transfer service taking passengers from the Expo car parks to one of the Secure Site’s three visitor gates (Sustainability, Mobility and Opportunity).
To accommodate the expected volume of visitors, buses with a capacity of 70 passengers will be available to provide easy access for people with different requirements, such as those with accessibility needs and families with baby strollers. The Car Park Shuttle Service will be available during event time offering multiple bus lines and operating on a high frequency basis.
Access restrictions on this bus service include those with animals (apart from Guide Dogs), large bags and equipment unsuitable for transportation, as well as any item(s) that visitors are not able to carry themselves, or which may disturb others sharing the bus.
1.4.6 Private Coach Participants wishing to transfer staff and pavilion guests to and from the Expo 2020 site using private coaches, can use one of the three designated load zones around the Expo 2020 site. These locations are for drop-off and pick-up only and will not allow parking for an extended period of time. Participants need to display an official and valid Vehicle Access and Parking Permit (VAPP) to gain access to the designated area. See Chapter 2.5.3 for details and requirements on VAPP.
Over 300 coach parking spaces will be available at three of the visitor gates, participants can use these parking spaces when bringing big visitor groups with a private coach. Participants need to apply for a VAPP to gain access to the coach parking.
9 Operations Guide Chapter 1 | Site Introduction and Orientation
Figure 1.6 Entrances into the Secure Site
Metro Plaza Opportunity Plaza ● Pedestrian Screening Area ● Pedestrian Screening Area
Al Wasl
Mobility Plaza Sustainability Plaza ● Pedestrian Screening Area ● Pedestrian Screening Area
Operations Guide 10 Chapter 1 | Site Introduction and Orientation
Figure 1.7 Transport Overview
Visitor Parking ExpoRider Taxi and E-Hail Metro
Opportunity Taxis and E-Hail Car Park Shuttle Valet
Sustainability Taxis and E-Hail Car Park Shuttle Valet
Mobility Taxis and E-Hail Car Park Shuttle Valet
11 Operations Guide Chapter 1 | Site Introduction and Orientation
1.6 Getting Around the Site The service is expected to be available as follows: To ease visitor and staff movement around the Expo 2020 site, the Organiser has introduced the ›› From 1 August 2020 till 19 October 2020 and from 11 People Mover Shuttle Service to help minimise walking April 2021 till 30 April 2021 a less frequent service from distances. In addition, participants can use their own 08:00 AM until 20:00 PM will be available, with enough zero-emission golf buggies to move around the flexibility to support staff and participants’ demand back-of-house. (See Chapter 2.6.3.) within the Secure Site.
1.6.1 People Mover Shuttle Service ›› During the event period (20 October 2020 until 10 April To support visitors and staff moving easily around the 2021) two types of operations are planned: Secure Site, the RTA is offering a People Mover Shuttle Service which will provide easy access for people with --Partial operation from 06:30 AM until five minutes accessibility needs and families with baby strollers. before visitor gates open. Headways will be provided Visitors and staff can choose to hop aboard a bus when to support the demand of accredited people arriving/ they need to move from one-end to another ensuring a departing. more enjoyable and productive journey. --Full operation from five minutes before opening until The 27 environmentally friendly low-entry buses will closing of visitor gates. During event peak times, accommodate the expected volume of visitors and staff passengers should not wait more than 5 minutes (each bus having an estimated capacity of around 70 for the next bus at any one stop. RTA will deliver passengers). The People Mover Shuttle Service travels in headways that attract and encourage visitors to use both directions on the Service Road within the Secure Site, the People Mover Shuttle Service. with 7 conveniently located stops throughout, and will offer a frequent service in peak times. See Figure 1.8 for details on the drop-off/pick-up locations of the People Mover Shuttle Service.
Figure 1.8 People Mover Shuttle Service
People Mover
Expo VIllage
Opportunity Al Forsan Park
Al Wasl
Sustainability
Metro Entrance Oasis Mobility
Jubilee Park
Operations Guide 12 Chapter 1 | Site Introduction and Orientation
1.7 Food and Beverage Onsite 1.8.1 Experiences and Journeys Visitors and staff will have access to a variety of food The Organiser aims to ensure that exhibitions and the site and beverage outlets that are strategically located at reflect multiple perspectives spanning from the domains key areas across the Expo 2020 site. The Food and of culture, science, art and technology to demonstrating Beverage Guide for participants has been published on regional, national and global achievements. the Participant Portal where more information is provided in Chapter 4.4. Visitors can undertake an Expo recommended thematic journey or explore the site based on their individual Visitors and staff can stay thoroughly hydrated in their interests. No matter how visitors choose to explore the journey with access to 49 free drinking water fountains site, the content across Expo 2020 Dubai will be one located across the public realm. that allows visitors to enjoy a unique experience, while showcasing different facets of the Organiser’s themes 1.8 Key Venues and Visitor Experience and subthemes. Every World Expo has celebrated the unique achievements of its era and unveiled new concepts Visitors can expect the following: and experiences to its visitors, including technological advancements, iconic architecture, and opportunities for ›› A coherent planning strategy across the site and its cultural exchange. Expo 2020 Dubai seeks to create this public realm same sense of wonder and aims to deliver an exceptional visitor experience that engages visitors physically, ›› A distinct personality within each zone or district, and a intellectually and emotionally. range of spatial qualities from the cozy to the vast
The diversity of visitors will be mirrored in the variety of ›› Stimulation of all senses such as sound, smell, touch, experiences taking into account a wide range of needs sight and taste and expectations; from inspiring exhibitions, entertaining events and iconic architecture that deliver the all- ›› Passive and active engagement important ‘wow’ moments. ›› Moments of rest and relaxation balanced by bursts of Expo 2020 Dubai places the visitor at the centre of its energy and opportunities to be surprised considerations by focusing on the following pillars as illustrated in Figure 1.9. ›› The expression of UAE culture and history, reflecting Dubai as the host city and the UAE as the host nation
Figure 1.9 Visitor Experience Pillars
Safety Immersive Culturally Accessibility Hospitality and Comfort and Interactive Mindful
Expo 2020 Dubai A central aspect Expo 2020 Dubai Expo 2020 Dubai While immersing must be accessible of UAE’s culture is will provide visitors encourages hands‐ the visitor in a UAE to all audiences hospitality and is a with a safe, secure on engagement cultural experience, taking into account core tenet of and comfortable and interactive Expo 2020 Dubai the diversity of its Expo 2020 Dubai’s environment. experiences that will be aware of the visitors (e.g. visitors values. The Organiser can immerse the cultural diversity of all ages such as welcomes visitors of guest in a journey that reflects the infants, children all ages and abilities of exploration and incredible breadth of or elderly, people from around the discovery. the audience. of determination, world. individuals with accessibility issues, linguistic differences, cultural diversity).
13 Operations Guide Chapter 1 | Site Introduction and Orientation
A visitors’ journey can be taken in any direction from Each district provides an inspiring and immersive entry the aspirations and emotions sparked by the subthemes, point, immediately welcoming guests into the theme to the general and global learnings about a theme. and story of that zone with its own unique visual identity Each step aims to inspire visitors to learn about the and experiences. participants’ pavilions, the world they live in, and the cutting-edge innovation, dreams and contribution of Although the three subthemes – Opportunity, Mobility the UAE. and Sustainability – are inextricably linked, each one takes prominence in their given zone. The subthemes are most Visitors will explore different dimensions of content heavily focused at the entry of each zone, presenting one that will find their expressions through a variety of clear message. Each zone has a distinct personality unto media, narrative lines, engagement and interactivity. The itself. theme pavilions will expand the visitors’ knowledge and encourage them to ask questions and find answers about Guests will know exactly which zone they are in through their world and its future. visual and auditory clues in the public realm. Each thematic area of the site has a distinct gateway and arrival As visitors move towards Al Wasl and begin to encounter statement that provides visitors visual clues about theme the country pavilions, they will see examples of how each of the zone leading them from one entrance zone to subtheme contributes to the future. Expo 2020 Dubai another to Al Wasl Plaza. Once inside a zone, the identity will complement the pavilions exhibitions in the public of it will be consistent, clear, and speak with visual literacy realm by demonstrating additional global efforts, in which ensures each zone maintains its distinct identity. which the theme and subthemes are shaping the world of tomorrow. These smaller and shorter experiences will 1.8.4 Pavilions help visitors expand on previous knowledge, while also The pavilions are the core of the Expo 2020 Dubai providing opportunities for interactivity and engagement. experience. The three Thematic Pavilions are the See Figure 1.10 for an overview on the locations of the embodiment of the Organiser’s subthemes architecturally, Thematic Pavilions, Al Wasl Plaza and parks. contextually, and experientially. Each theme pavilion stands out as a renowned and astonishingly beautiful 1.8.2 Public Realm architectural statement, and as an anchor experience The public realm is an open-air exhibition space where for its zone. Theme pavilions will also provide multiple visitors will see innovative prototypes, beautiful art experience spaces for talks and presentations. These are work celebrating regional and global talent and cultural places for entertainment and active learning. performances. Public spaces provide opportunity for visitors to relax while telling a story through the ›› The Opportunity Pavilion is a Thematic Pavilion landscaping and the furniture. The dedicated playgrounds that represents Expo 2020 Dubai’s commitment to and restaurants allow visitors to taste food from around unlocking the potential of individuals to create a better the world and recharge with a cup of tea or coffee. future. It will highlight core issues confronting humanity in the 21st century framed around the overarching The public realm takes on different personalities during theme of human dignity and aligned with the 17 global the day and at night. The energy of the day will inspire goals that are officially known as ‘Transforming Our a different atmosphere that emphasises fun and World; the 2030 Agenda for Sustainable Development’. informative aspects of Expo 2020 Dubai and the magical culture of the UAE. In the evenings, the focus will shift to ›› The Mobility Pavilion is a Thematic Pavilion that seeks food and beverage and entertainment, with programming to challenge the visitors’ current ideas about mobility, elements best suited to this. surprise them with mobility’s reach and breadth across both the physical and the digital world; and inspire them Every sensory touchpoint from the music that visitors to consider what the future may look like, from hyper- hear to the signage that they see, will complement connected cities to intergalactic travel. the atmosphere and ensure that visitors enjoy their experience at Expo 2020 Dubai. ›› The Sustainability Pavilion is a Thematic Pavilion that champions ways to live in balance within the 1.8.3 Thematic Districts boundaries of the environment. The Sustainability The site for Expo 2020 Dubai has been designed Pavilion will take visitors on an emotional journey that to reflect its theme, capturing the central role of reveals the wonders of the natural world and inspires us connectivity, while showcasing the subthemes and their all to choose the path to a sustainable future. interdependence. ›› The UAE Pavilion is designed in the shape of a falcon The Expo 2020 site is designed around three districts in flight. and will be a major attraction at Expo 2020 representing each of the subthemes. These districts Dubai. The UAE Pavilion will tell the history of the nation converge at Al Wasl Plaza, the physical as well as the as a connected global hub, and the vision of its leaders virtual central connection space that embodies the spirit to create a peaceful and progressive society with of the overall theme. ambitious plans for the future.
Operations Guide 14 Chapter 1 | Site Introduction and Orientation
Figure 1.10 Venues and Parks
Opportunity Dubai Exhibition Pavilion Centre Ghayath Trail
Al Forsan Park
The UAE Al Wasl Plaza Pavilion
Jubilee
Park Sustainability
Pavilion
Mobility Pavilion
Participants’ pavilions provide different interpretations and seating opportunities, including amphitheatre style of Expo 2020 Dubai’s theme and subthemes from the seating. The largest of events can take over the entire perspectives of countries, international organisations space focusing on the central stage. and corporate. The visitor will leave enriched with new knowledge and new perspectives. Viewing the night sky will be possible through a central oculus trellis opening of approximately 36 m. Al Wasl Plaza 1.8.5 Al Wasl will also include several water features, accentuating the As the heart of Expo 2020 Dubai, Al Wasl Plaza is the focal features of the landscape (e.g. the central stage point of convergence for the site’s three Thematic located in the centre of the plaza, access points and cafés) Districts of Opportunity, Mobility and Sustainability, and provide respite from the heat in critical areas (mostly setting the stage for the global destination’s major along the central east west axis, where the sun light is ceremonies and celebrations. more intense).
At 130 m in diameter and more than 67 m in height, the Each fountain will offer a different treatment of the water, iconic domed trellis that envelops Al Wasl Plaza offers a with reflective pools, water walls, stepped cascades or canvas for panoramic projections that bring Expo’s night water jets. The fountains have been designed to allow to life. During the day, this immense structure – the design for the flexible use of space so that at specific times of of which is inspired by Expo 2020 Dubai’s logo – provides the day, or during events, they can be shut off to allow shade and comfort for visitors. The visitors’ first impression pedestrian traffic to pass through, or can be turned on to will be one of excitement and enthusiasm as they are enhance outdoor performances. greeted by the sparkling grandeur of the domed trellis and find themselves standing in the heart of the Expo. During the six months of the Expo, Al Wasl Plaza will host large-scale performances and flagship events such as Alongside the domed trellis are other stimulating features New Year’s Eve, the Opening and Closing Ceremony and such as the Al Wasl Garden and stage area which aims the UAE National Day. The Al Wasl Plaza aims to be an to take advantage of the movement of the sun through inspiring and iconic space that will provide visitors with the day. At the centre, the garden is lowered to create unforgettable experiences and memories of their visit to sloped viewing platforms and a series of distinct viewing Expo 2020 Dubai.
15 Operations Guide Chapter 1 | Site Introduction and Orientation
1.8.6 The Nature and Culture Axis 1.8.7 Dubai Exhibition Centre Alongside the thematic districts are two main axis that The Dubai Exhibition Centre (DEC) will be a substantial celebrate the UAE’s nature and culture. Jubilee Park and addition to the UAE’s venue landscape, which will host a Al Forsan Park are two very large parks which serve as number of world-class events during Expo 2020 Dubai the primary outdoor areas of the Expo, offering rest and and beyond. The DEC offers over 45,000 m² of flat recreation spaces for visitors, as well food and beverage pillarless versatile open floor space divided between a options along with entertainment. North Campus (17,000 m²) and a South Campus (28,000 m² ), along with 24 meeting rooms, 4 suites and over 1.8.6.1 The Oasis and the Jubilee Park 10,000 m² of concourse space. With 9 exhibition halls in The central feature of The Oasis is the Fire Falls, a stunning DEC South, and 2 multi-purpose halls, an auditorium and water feature at the center of a vibrant programme of a theatre in DEC North, the venue can accommodate a events and activities. The Oasis is uniquely located to wide range of creative and bespoke event set-ups. serve as a connector between the Thematic Districts, as well as an important link between Al Wasl Plaza to the Jubilee Park.
The Oasis will be an important destination in the visitor journey celebrating all five senses through the spectacular programming of the water feature, the diversity of food and beverage options, the souq to purchase bespoke crafts from the UAE and around the world, and open-air exhibitions.
The Oasis experience will continue in the Jubilee Park, which is inspired by the seasonal rivers that are formed in the desert through a period of intense storm. These ‘wadis’ shape the dry landscape providing a rich palette of vegetation and bringing life to the desert by creating green oases. In addition to restaurants and craft souqs, visitors can choose to explore the Observation Tower and have a full 360° view of the Expo, or take a break by a large playground, and head to the great performance space at the centre of the park.
Vegetation in the park will closely reflect the native UAE desert flora with the inclusion of drought tolerant, native and adapted species, mixed with a variety of soft grasses and seasonal planting.
1.8.6.2 The Ghayath Trail and Al Forsan Park Building on the iconic shape of the UAE Pavilion, which represent the cherished falcon, the Ghayath Trail is an art walk that takes the name of a well-known falcon in the UAE, Ghayath. Following the flight of Ghayath, the visitor reaches the Al Forsan Park, named after the spirit of chivalry that runs so deep in the UAE and the love for horses.
The Al Forsan Park finds its inspiration in the weaving threads of Islamic carpets, exemplified by a tapestry of paths and distinct gardens providing a rich palette of colours, with an emphasis on soft textures and fragrances. Each landscape quadrant identified by this random weaving pattern is characterised by a distinct program, including snack-in facilities with a large playground, an amphitheatre used for outdoor performances, while a large open lawn provides a venue for outdoor play and sport activities.
Operations Guide 16 1.0 Section title 2 Staff Experience
Chapter 2 | Staff Experience
The Organiser is committed to supporting participants to meet their operational needs and ensure that their staff enjoy a seamless experience.
This chapter provides useful information on various services available for participants’ staff including accommodation, transportation, staff catering and other facilities.
The Organiser has set up a One-Stop Shop in Expo Village to help support staff during their stay at Expo 2020 Dubai. The dedicated staff desk at the One-Stop Shop can offer the following services to personnel:
›› Expo Village accommodation
›› Banking
›› Booking a fleet car
›› Immigration and residency collection
›› Mobile phone connection 2.1 Staff Accommodation 2.1.1 Expo Village
Expo Village is located outside the Secure Site directly next to the metro entrance and within walking distance of the visitor gates.
The Expo Village is built over 4 podiums and consists of 15 towers which host a total of 2,100 apartments that are split into studios and 1-3 bedroom apartments. Apartments will be furnished and serviced and are available for participants to occupy as of 1 August 2020. Additional details and pricing will be shared in the Expo Village Guide. Participants may indicate their interests through the Participant Portal (Expo Village Expression of Interest document).
There are also various commercial activities available for staff to enjoy whilst staying at Expo 2020 Dubai such as a gym, restaurants, and cafés, a shopping mall and a park.
19 Operations Guide Chapter 2 | Staff Experience
2.1.2 Accommodation in Dubai 2.2 Banking Dubai offers a variety of rented accommodation options The UAE has a number of local and international banks to meet different budgets and lifestyles. There are a offering checking and deposit accounts with low charges number of established communities that are within a and attractive services. Banks are typically open from 20-30 minute drive or metro ride to the Expo 2020 site. 08:00 AM to 14:30 PM Saturday to Thursday (with some Accommodation ranges from studio apartments through offering extended hours up to 22:00 PM found mainly to 5+ bedroom villas and are available either furnished in malls) and closed Fridays. ATMs operate 24/7 and can or unfurnished with long-term (1+ year) and short-term be found in hotels, shopping malls, supermarkets and (weekly or monthly) rental options. community centres with many accepting foreign debit and credit cards. Visitors who are new to the UAE most often rent a hotel room or a furnished serviced apartment (short-term Opening a bank account in Dubai is an easy process. lease) until they receive their residency visa and can then Although requirements vary from bank to bank, all banks secure a long-term rental accommodation. within the UAE require an applicant’s passport with proof of their residency (original and copy) and a letter Serviced apartments (short-term leases) often come of no-objection from the employer/sponsor. Opening a with the option of being extended to a long-term lease checking account is limited to UAE residents; however, and offer the advantage of being furnished with some some banks allow non-UAE residents to open saving(s) or all the utilities already connected (or possibly included accounts referred to as a ‘non-resident account’ that is in the rental fee with no additional housing fees). The limited to debit facilities. Organiser has partnered with Emaar to provide preferred rates for participants at their Dubai hotels and serviced The Official Banking Partner for Expo 2020 Dubai is apartments, these can be found in the rate card section Emirates NBD who have developed competitive offers on the Participant Portal. for both personal and corporate accounts. These can be found on the rate card via the Participant Portal. Long-term leases require the leaseholder to be a resident of the UAE and have several costs associated: 2.3 Mobile Phones The UAE’s major telecommunications network providers ›› Deposit paid to the landlord (typically 5% of the lease) offer two service options for residents to choose from:
›› Commission to the lease agent (typically 2-5% of the ›› Post-paid services (standard GSM) lease) ›› Pre-paid services ›› Connection fee for electricity and water (DEWA) with a deposit of AED 2,000 to AED 4,000 An Emirates ID is required for both post-paid and pre- paid services. However, providers also offer tourist/ ›› Housing fee (5% of annual rent) charged in monthly short-term packages that include a SIM, minutes and data installments on the DEWA bill which can be delivered or collected at airports, kiosks or at major malls. ›› Fee to register the lease with Dubai Municipality at a cost of AED 295 Etisalat, the Official Telecommunications Partner, is providing exclusive offers for both individual and ›› Possible connection fee to a chiller provider corporate subscriptions of their post-paid service. Further details on services and prices can be found on the rate ›› Connection fee for other utilities such as internet and TV card section on the Participant Portal. package
›› Cost for sourcing furniture, which may also require white goods
›› Payment of the rent is in advance through post dated cheques. It is recommended to use a licensed agent by the Dubai Land Department (RERA) to facilitate the sourcing and paperwork associated with the long-term lease option.
Operations Guide 20 Chapter 2 | Staff Experience
2.4 Getting to the Site During the event phase, participants will gain access to 2.4.1 Staff Staying at Expo Village the site via one of the four visitor gates (Metro Plaza, Opportunity Plaza, Sustainability Plaza, Mobility Plaza). Staff staying at the Expo Village are within easy walking distance of the site. However, staff who wish to shorten 2.5.1 Accreditation Liaison Officer their walking distance have the option of using the People To facilitate the accreditation and VAPP processes, Mover Shuttle Service which is accessible after entering each participant will have a nominated accreditation the Secure Site. This service gives staff and visitors the liaison officer (ALO) who is the primary point of contact opportunity to hop aboard a bus with designated stops, with the Organiser. The appointment of the ALO can allowing them to move from one end to another easily be done through the Participant Portal under ‘Manage and quickly. For further information on this service please Users’ by the Commissioner General. Once assigned, the read Chapter 1.8.1. Commissioner General will communicate the name of the ALO to their Country Manager. 2.4.2 Staff staying outside Expo Village Staff residing outside of Expo Village may use private The ALO is responsible for the process of accrediting transport if they choose but are strongly encouraged personnel operating at and supporting their pavilion (i.e. to use public transport to reach the Expo 2020 site. deliveries, service providers, contractors). Participants should be aware of the following when opting to use their personal vehicles: C-16 It is the responsibility of the ALO to continuously review the number of accredited personnel ›› Car and vehicles needed to ensure that they are still Visitor Parking at Expo 2020 Dubai is free; hours of required. operation commence from 08:30 AM until 60 minutes after the visitor gates officially close. See Table 1.1 for 2.5.2 Accreditation Pass car park opening and closing times. Accreditation Passes are used to identify, register and grant access to personnel who are required to be onsite ›› Private Coach during the various phases of Expo 2020 Dubai. Personnel Participants may arrange a private coach for their staff requiring access across multiple phases will experience and large visitor groups to be picked up/dropped off. a seamless issuance of the appropriate accreditation for The Organiser will provide dedicated collecting/drop- each particular phase. off locations for participants’ staff and will agree on the arrival/departure slots. Participants will be required to The Accreditation Guide will provide specific advice and obtain a Vehicle Access and Parking Permit. guidance for participants on the accreditation process.
2.5 Site Access Event Time C-17 All participants and staff entering the site must be The Organiser has implemented a secure perimeter to accredited. prevent unauthorised access of people and prohibited items from entering the site. To maintain the integrity C-18 If an Accreditation Pass is lost the ALO must and security of the Expo site, mechanisms have been report this immediately to the Organiser. established to control access during the different phases such as an accreditation, Vehicle Access Parking Permits (VAPP), Pedestrian Screening Areas and Vehicle Screening Areas. Table 2.1 details the different access control mechanisms in place during each phase.
Table 2.1 Access Control Mechanism Phases of Access Dates Access Control Mechanism Accreditation Pass (construction phase) Construction * Up to 9 October 2020, 06:00 AM Vehicle Access Parking Permit Accreditation Pass (event phase) Event* 1 July 2020, 06:00 AM – 9 May 2021, 06:00 AM Vehicle Access Parking Permit Accreditation Pass (decommissioning phase) Decommissioning 11 April 2021 – 9 October 2021 Accreditation Pass (event - valid up to 9 May 2021) Vehicle Access Parking Permit
* The Organiser has built in an overlap to ensure a smooth transition period where both badges will be valid.
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2.5.3 Vehicles Access and Parking Permit To ensure that access for staff and participants’ (VAPP) contracted staff is smooth, dedicated PSAs have been Vehicle Access and Parking Permit (VAPP) is the control allocated for them to use. Participants also have the mechanism for enforcing vehicle access to secure/ option of utilising the PSAs allocated for Expo staff restricted areas within the Expo 2020 site. A VAPP is (workforce PSA). See Figure 2.1 for PSA locations. the equivalent of an accreditation for vehicles defining the access and parking privileges of each vehicle. Any G-01 To ensure a smooth transition through the vehicle wishing to access the site’s secure/restricted screening process at PSAs, staff should limit the areas will need to have a valid permit displayed on the number of bags they carry. vehicle windscreen. C-21 Participants must adhere to the prohibited items There are three instances when a VAPP is needed: list.
›› Performing an operational duty/activity (i.e. 2.5.5 Vehicles Screening Area construction, delivery/service vehicles, operations, etc.). Vehicles requiring access to the Secure Site will be See Chapter 3.4 for further information on delivery screened by the Organiser at one of the Vehicle Screening arrangements onsite Areas (VSA), which are designated as the authorised (accredited) access points for both personal and delivery ›› Fulfilling a commercial or protocol commitment/ vehicles, and are positioned at key locations around the obligation (i.e. transport of staff) Expo 2020 site (see Figure 2.1).
›› Providing access to the Commissioner General(s) The Organiser will rely on both technology solutions and access protocols (such as accreditation documentation) C-19 Participants must provide details (such as when undertaking search and scanning activities for company name and key contact information) vehicles, drivers, passengers and cargo. of their suppliers, service providers and other entities that require access to the Secure Site to The Organiser will communicate to participants any support pavilion activities. Such details must be security measures that might impact their operations and provided to the Country Manager to facilitate the will update them regularly on any changes made to the VAPP process. VSA access protocols.
C-20 Participants must ensure that all delivery/service vehicle(s) plate numbers are registered in the VAPP system.
During the event phase, the designated logistics manager will provide the Organiser with details (such as company name and key contact information) of their suppliers, service providers and other entities that require access to the Expo 2020 site to support pavilion activities. To allow flexibility during the event phase, the VAPP will be interchangeable between registered vehicles and will allow access on the day(s) and locations displayed on the VAPP.
The distribution of VAPPs during the event phase will be from the Main Accreditation Centre (MAC), which will be open from 1 July 2020 until 9 April 2021.
VAPP for Commissioner General(s) will be distributed by the Country Managers.
The Organiser will allocate one dedicated space for each of the pavilions vehicles for access/parking.
2.5.4 Pedestrian Screening Area Each plaza will have multiple Pedestrian Screening Areas (PSA). PSAs maintain the integrity of the Expo site by ensuring that individuals entering the Secure Site comply with all the necessary protocols.
Operations Guide 22 Chapter 2 | Staff Experience
Figure 2.1 PSA and VSA Locations
PSA
VSA VSA
PSA
VSA
PSA
Remote Screening Area (RSA)
PSA
VSA
2.5.6 Prohibited Items Any vehicle(s) that require access to the internal road Prohibited items are those that strictly cannot be brought network need to have VAPP and the appropriate into the Secure Site. If the item(s) are deemed to be illegal accreditation for all personnel, they are also required under UAE law their presence shall be escalated to the to adhere to clearance sweeps and comply with all Dubai Police as stipulated in Special Regulation No.13. protocols. Access to the internal road network will be Temporary storage facilities are not available onsite, if an limited in frequency during visitor hours. item is surrendered, it cannot be reclaimed. The internal road network will be controlled via speed All types of personal mobility vehicles/equipment (except limits and traffic marshals. All deliveries requiring access for electrical/manual wheelchairs and baby strollers) to the internal road network must also be scheduled into may not be brought into the Secure Site. Items such as the Delivery Management System (DMS). segways, skateboards, children’s scooters, roller skates, hover boards, are examples of such vehicles/equipment that are not permitted onsite. These items are regarded to be dangerous due to the accidental risk they pose for both users and pedestrians, particularity within the public realm, which is a highly dense area within the Secure Site. 2.6 Transport Onsite 2.6.1 Internal Road Network
The Organiser has established an internal road network (e.g. Boulevard 2020, Service Road and back-of-house Streets) to assist participants with their operational necessities, including access and deliveries. See Figure 2.2 and Figure 2.3 for details on the internal road network.
23 Operations Guide Chapter 2 | Staff Experience
Figure 2.2 Boulevard 2020 and Service Road
Boulevard 2020 Service Road
Expo VIllage
Opportunity Al Forsan Park
Metro Al Wasl Entrance
Sustainability
Oasis
Mobility
Jubilee Park
Operations Guide 24 Chapter 2 | Staff Experience
Figure 2.3 Back-of-House Streets
Back-of-House Streets
Expo VIllage
Opportunity Al Forsan Park
Metro Al Wasl Entrance
Sustainability
Oasis
Mobility
Jubilee Park
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2.6.2 General Transport and Traffic Rules need to be on top of flatbed trucks. Heavy The Organiser is responsible for making every effort to vehicles must have insurance in accordance ease vehicle traffic flow, as well as offering a safe and with the Insurance Guide. seamless experience for all pedestrians and road users. C-27 Unless otherwise stated, the following rules must The following points shall apply to all drivers: apply in the case of back-of-house streets:
C-22 When driving on the Expo internal road network, ›› No parking on either side of the back-of-house all drivers of any vehicle type must be aged 18 or streets will be allowed. Loading and unloading over and in possession of a valid driving licence will be allowed on the internal side towards the approved by the UAE (see Supporting Resources pavilions only. for the RTA website for further information). ›› Vehicles circulating on the Service Road or C-23 All vehicles must be insured in line with the back-of-house streets have priority over the requirements of the UAE and a proof of insurance ones coming from the golf buggy lane. must always be present in the vehicle. Please refer to the Insurance Guide for further details. In case of an emergency, participants should be aware All drivers must have the required documents for that vehicles such as fire, police, rescue and ambulance, their vehicle, including Expo 2020 VAPP and a have priority in traffic and are eligible to park and stop valid Accreditation Pass. where needed. Unless an emergency should arise, these vehicles will not block the usual traffic. C-24 Drivers must ensure that pedestrians have priority of passage at the official pedestrian crossing The Organiser shall be responsible for highlighting any strips and at any temporary crossing points. traffic and parking violations to the concerned authorities (i.e. RTA and Dubai Police) of roadway instructions and/or C-25 Drivers must adhere to the speed limits marked roadway signage within the Expo 2020 site. Any penalty on the roads and drive with care. and/or fine (including towing vehicles) resulting from such violations will be at the authorities discretion, with the C-26 The Service Road is the Expo’s major arterial road, Organiser not being responsible to pay such penalties with only one lane per direction. When using the and/or fines. Service Road, participants and their suppliers must ensure their drivers adhere to the following: C-28 Pedestrians must always pay attention and respect all traffic signs. Pedestrians must also ›› No parking or stopping on either side of the respect the direction of traffic marshals and use Service Road is allowed unless in a designated the designed pedestrian walkways and sidewalks. parking slot. 2.6.3 Zero-Emission Golf Buggies ›› No left turns are allowed. During visitor hours, zero-emission golf buggies can only be used in the dedicated back-of-house lanes (these ›› Roundabouts must be used if vehicles need to lanes are parallel to the Service Road). change direction. C-29 Should participants choose to bring a golf buggy, ›› Electric vehicles such as golf buggies, and any they must only bring 1 which seats a maximum type of bicycles can only circulate on the ‘golf of 6 passengers. Participants must procure the buggy lane’. vehicle themselves and are responsible for any associated cost(s) inclusive of installation of ›› The People Mover Shuttle Service is the only charge points. shuttle system allowed on the Service Road. Buses can only stop at the official bus stops. C-30 Participants must follow the Brand Guidelines for customisations of their golf buggy. ›› Vehicles must first stop before accessing the Service Road from any of the back-of-house C-31 Participants must apply for a VAPP for their streets. Traffic circulation on the Service Road is golf buggy. a priority. C-32 The golf buggy must always be parked in the ›› Heavy vehicles (such as cherry pickers, boom participants’ plot where the recharging must lifts, road sweepers) will need authorisation occur. from the Organiser before use. Such vehicles must use the path from the compound to the closest access into public realm areas. If the distance is more than 200 m, such vehicles
Operations Guide 26 Chapter 2 | Staff Experience
2.6.4 Bicycles 2.6.5 Car Hire 2.6.4.1 Access and Use 2.6.5.1 Expo Village Fleet – Expo Branded Nissan Vehicles The Organiser will allow accredited personnel to bring their own bicycles into the Secure Site. Bicycle storage Participants’ staff will have access to several Expo areas will be available at multiple convenient locations branded Nissan vehicles located at the Expo Village. This around the Secure Site. The Organiser reserves the right service is complimentary for authorised drivers who will to restrict the use of bicycles at any time. be able to ‘check out’ a vehicle for an allotted time (4 hours per day) during office operating hours. C-33 Each bicycle must go through the regular security screening process. Once a bicycle has entered the C-39 To become an authorised driver, the following Secure Site it will need to remain within the secure conditions apply: boundary. If the bicycle is taken out of the Secure Site, the screening process must be repeated. ›› Drivers must meet the UAE licence criteria which differs depending on their country of origin (full C-34 All bicycle owners will need to provide their own details can be found on the RTA website). means of securing their bicycle at the designated bicycle storage area or within their plot. ›› Drivers must meet the Organiser’s insurance policy guidelines. 2.6.4.2 Areas of Use C-35 During visitor hours, bicycles must only be ridden ›› Drivers must be between the age(s) of 23-65 in the ‘buggy lane’ on the Service Road. During years old. non-visitor hours bicycles may be used across some of the front-of-house areas and on the ›› The Driver Declaration Agreement available Service Road. However, bicycles are not permitted on the Participant Portal must be completed to be ridden on the running track at any time. (whereby the driver agrees to take full responsibility for the vehicle whilst in their C-36 Users will be held responsible for any violation possession, including being responsible for any of riding bicycles in prohibited areas and/or not traffic fines incurred by them). conforming to the rules and regulations provided by the Organiser. If a user repeatedly contravenes There are two ways for participants’ staff to reserve a these rules/regulations, the Organiser retains fleet vehicle: the right to bar them from using a bicycle on the Secure Site. ›› Log onto the Participant Portal and reserve a vehicle for a specific date and time. 2.6.4.3 Safety C-37 Users must obey all UAE road regulations and ›› In person at the fleet office which is situated within the traffic laws and are not allowed by law to ride Expo Village. bicycles while under the influence of alcohol. Users must not carry other person(s) on their Vehicle reservations will be made on a first come, first bicycle (in particular children) at any time within served basis. All authorised drivers will receive a fleet the Secure Site. handbook detailing the terms and conditions of the vehicle usage. C-38 Bicycles must be road worthy and safe and must be fitted with working front and rear lights. Users 2.6.5.2 Private Car Hire must wear protective equipment associated with Participants’ staff may also hire cars from third party the use of bicycles and are liable for any accidents providers. Companies offer a range of vehicles at different that they may cause. price points depending on the vehicle type, length of rental period and insurance coverage. Car hire is only The Organiser does not accept any liability for the loss, available for drivers between the ages of 23 - 65. damage, and injury that a user may incur while using their bicycle on the Expo 2020 site. If the driver is on a visit visa, they can drive with the support of an international driving licence accompanied by a valid driving licence from the issuing country. If the driver applies for a residence/employment visa, they are required to obtain a valid UAE driving licence.
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2.7 Staff Catering Expo 2020 Site Induction shall include: The Organiser will nominate suitable and qualified caterers to manage three dedicated dining halls around ›› Site orientation the Secure Site for staff. Dining halls have been positioned in a way that allow easy and convenient access for staff. ›› Zone orientation
The Organiser will set a consistent menu for all three ›› Site operations, command, control, and coordination dining halls and will ensure that they meet an appropriate standard, including value for money. The Organiser will ›› Site Incident Management Plan also monitor operation for food safety compliance. The details, menus, prices, and ordering procedures will be ›› Site Emergency Response Plan posted on the Participant Portal for all participants to view, and make contact should they wish to engage the ›› Site Evacuation Plan services of a provider. ›› Site health and safety Self-Build and Rented Pavilions are allowed to set up a canteen in their back-of-house area to offer food and Venue specific training will also be delivered across beverages to their staff. The Organiser will not collect the site. To ensure a safe and secure experience for all royalties from the participants for operating the staff visitors, participants must deliver pavilion specific training canteens. to their staff.
Management staff are invited to use one of the many C-40 The pavilion specific training must include: restaurant facilities around the Secure Site, ranging from fast service, casual and more formal dining venues. In ›› Venue induction and orientation addition, the Organiser is exploring an onsite food delivery service that participants can access, which will allow Expo ›› Role specific training restaurants to deliver food to pavilions on request. Details of this service along with staff catering will be made ›› Customer service training available via the Participant Portal at the appropriate time. ›› Visitor flow and queue management training Participants’ staff will be allowed to bring food and beverages onto the site for personal consumption. ›› Pre-opening checks training
Guidelines will be issued to both Expo personnel ›› Fire response training and participants’ staff asking them to act responsibly in using restaurant facilities to preserve a high-quality ›› Venue evacuation training visitor experience. ›› Venue warden training 2.8 Training All staff on the Expo 2020 site, including the Organiser’s ›› Venue health and safety training staff, volunteers, external stakeholders, contractors and service providers, will receive comprehensive training on ›› First aid training Expo 2020 operations. Pavilion operational managers will take part in this training to cascade this information 2.8.1 Training for Participant Volunteers to their pavilion staff training programme(s). This training The Organiser will provide Expo 2020 volunteers with all may be delivered face-to-face or via an online portal. the necessary training.
Expo 2020 Induction shall include: G-02 Participants should provide their own volunteers with suitable training on the work assigned to ›› Introduction to the UAE culture them, including the tools they need to perform their role successfully. ›› People of determination
Operations Guide 28 1.0 Section title 3 Your Pavilion
Chapter 3 | Your Pavilion
Expo 2020 Dubai aims to create a unique and exciting World Expo that is innovative, collaborative and memorable. To help achieve this goal, the Organiser will ensure participants have everything they need by offering services to ensure a seamless experience for all.
This chapter provides an overview of the facility management services required to keep a participants' pavilion running including site access for delivery vehicles, details on the available emergency services and other useful information required to run a pavilion. 3.1 One-Stop Shop The Organiser has established the One-Stop Shop to provide full support to participants ensuring that they experience a seamless journey throughout their time at Expo 2020 Dubai. It is a single point through both digital and physical locations to facilitate services during pre-event, event time and post-event. The One-Stop Shop receives and responds to submissions and requests from participants through the Participant Portal with the full support of the local and federal authority, Expo 2020 functional departments and Country Managers system. The One-Stop Shop is an opportunity for the participants and the Organiser to collaborate towards an exceptional Expo.
The Participant Portal is an innovative, secure, and sustainable web-based platform designed to engage the participants during all stages of Expo 2020 Dubai. Participants can interact with the Organiser daily through this platform to help them prepare for the event and to ensure smooth operations during and after the event.
Participants will be able to access the portal through a personalised account, while observer accounts can be activated upon request. The portal will provide participants with the tools necessary to request, obtain, share, and discuss information with the Organiser. The portal tracks and manages all communications and queries between the participants and the Organiser, helping the latter provide clear and comprehensive answers to all participants. See Figure 3.1.
Figure 3.1 One-Stop Shop Approach and Engagement
One-Stop Shop
Coordinate and facilitate the delivery of requested services and queries Country Managers
Participants Expo Departments
Local and Federal Authorities
Participant Portal Partners and Suppliers
31 Operations Guide Chapter 3 | Your Pavilion
3.2 Facilities Management Services Figure 3.2 FM Services The Organiser aims to provide world-class support Maintenance Cleaning services incorporating a range of facilities management services (see Figure 3.2).
These services will be provided by the Organiser to the public areas of the site and the Organiser’s built assets. Most of the facilities management services will be undertaken at night during the non-visitor hours. Landscaping Waste Pest Control The full range of approved worker welfare facilities and Gardening Management management providers are available to participants through the Participant Portal on a Business to Business Participants can hire a third party contractor to provide (B2B) relationship. Figure 3.3 provides an overview of the requested services or use their own staff. approved worker welfare service providers and their activity zones:
Figure 3.3 Approved Worker Welfare Service Providers
ADNH Enova EFS Farnek Emrill Dulsco
Cleaning Technical Technical Technical Technical Waste Services Maintenance Maintenance and Maintenance and Maintenance and Management Cleaning Services Cleaning Services Cleaning Services
Operations Guide 32 Chapter 3 | Your Pavilion
G-03 Participants may utilise the Organiser’s Online The Organiser, in conjunction with government authorities, Marketplace (see Supporting Resources for link) to may ask for periodic test and maintenance reports. assist in the selection of third party contractors. 3.2.2 Cleaning Services C-41 Participants that choose to hire a third party C-48 Participants are responsible for the cleaning and contractor to provide such services must register public health within their pavilion/plot boundary. them through the accreditation process (see This must include all floor cleaning and mopping, Accreditation Guide) and inform the Organiser of wall and window cleaning, toilet cleaning, heating, their proposed third party contractor. ventilation and air conditioning cleaning, specialist cleaning and external cleaning. C-42 Third party contractors must be appropriately licensed to undertake the required services C-49 Participants must use sustainable products and in Dubai. materials, particularly cleaning products. Further details of sustainable products and materials are 3.2.1 Maintenance provided in the RISETM Sustainable Operations Participants are responsible for the maintenance and Standards and Guidelines. regulatory third party testing of all equipment and systems within their pavilions/plot. This will include all 3.2.3 Fire and Life Safety audio-visual equipment, content, furniture, fixtures and C-50 The maintenance of all fire and life safety systems equipment, mechanical, electrical and plumbing, vertical must be in accordance with Dubai Civil Defence transportation, fountains, water features, show features (DCD) codes and standards and provided by a DCD and building fabric and civil maintenance. approved contractor (see Supporting Resources).
G-04 Participants should undertake maintenance 3.2.4 Landscaping and Gardening within their plot boundary during visitor hours C-51 Participants must maintain all indoor and outdoor provided such activities are carried out in a safe plants and are responsible for landscaping within manner, comply with Expo 2020 Health and their pavilion/plot boundary. Safety Assurance Standards, Dubai Municipality regulations (see link in Supporting Resources) C-52 Participants must ensure that the external areas and do not have an impact on public spaces or of their pavilion/plot boundary are kept clean, adjacent plots. and free from dirt and rubbish. No debris shall be swept or removed from the participant’s pavilion/ C-43 Participants must not install mechanical plot boundary into public spaces. Participants and electrical equipment in a location which must not place or permit any obstructions or causes noise, vibration, electrical or magnetic merchandise in these areas. interference, or any other nuisance that may be transmitted to the structure or other portions 3.2.5 Utilities of the exhibition space and interferes with the Participants are in a B2B relationship for utilities, and Organiser, other participants or visitors. are responsible for the equipment installation costs, as well as utilisation costs of the following services within C-44 Participants must ensure all vertical transportation, their pavilion: including elevators and escalators, is maintained and undergoes third party testing and certification ›› Electricity as per the Dubai Municipality Technical Guidelines (see link in Supporting Resources). ›› Gas
C-45 Participants must ensure that the quality of water ›› Chilled water (where applicable) in the fountains and any potable water is tested for microbiological and legionella as per Dubai ›› Telecommunications Municipality Technical Guidelines. ›› Water inlets and outlets C-46 Participants must ensure that the water tank within their plot is cleaned before the start of Potable water and electricity are provided by the Dubai the event and subsequently every 6 months. Electricity and Water Authority (DEWA), while LPG is Participants must also keep records of such provided by the Gas Operator. The Gas Operator will be cleaning. announced through the Country Manager/Participant Portal. DEWA will install smart metres for particpants C-47 Participants must ensure that indoor air quality pavilion. monitoring and testing is undertaken every quarter.
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3.2.6.1 Operational Waste C-53 Participants must ensure that they have a supply and maintenance agreement during the event. C-57 To ensure that the Expo 2020 site remains clean and waste is recycled effectively, participants C-54 For either water and electricity and/or gas, must ensure operational waste is segregated into participants must register an account by either the following three streams (see Figure 3.4), using visiting the DEWA desk (for water and electricity) the colour-coded bins provided by Dulsco: or the Gas Operator desk at the One-Stop Shop, Figure 3.4 Operational Waste Streams or by applying through the Participant Portal.
C-55 Participants must provide the facilities management team access to their dedicated utilities room during non-visitor hours to allow them General Organic Recyclables to conduct meter consumption readings for water Waste and electricity usage and reporting purposes.
Participants will receive treated sewage effluent connection from the site-wide network. For further During non-visitor hours, Dulsco will collect the operational information please refer to the Self-Build Pavilions waste from the back-of-house main waste room in the Delivery Guide, Chapter 4. pavilion. At the end of each week, participants will be provided with their estimated weight waste generation. 3.2.6 Waste Management Dulsco will communicate to participants their planned Organiser and participants will collectively work together waste collection timings prior to 1 September 2020. to meet our commitment in achieving a minimum of 85% diversion of waste from landfill. Dulsco, the Official Waste C-58 All operational waste must be placed in bio- Management Partner will be handling and managing all degradable waste bin liners. These waste bin our waste solutions, including collecting, transporting and liners must be purchased from Dulsco, the treating the different waste streams. charge for the waste bin liners includes the cost of the waste collection. Rates for the bio- During the event, waste management services will degradable waste bin liners will be provided on be exclusively provided by Dulsco. This service will the Participant Portal. commence from 1 September 2020 through to the end of the event (see Figure 3.5). During the construction, fit- Dulsco will provide participants with a single bin per the out and decommissioning period, participants may utilise three operational waste streams at no additional charge. the waste collection and removal services of Dulsco or an Figure 3.6 shows the available bin sizes: alternative provider should they wish. Figure 3.6 Waste Management Bin Sizes C-56 Participants must ensure that their construction waste management activities are concluded by 30 August 2020. The Organiser will not permit access to any waste management vehicles after this date, only the Official Waste Management Partner’s vehicles will be permitted. 120 Litres 240 Litres 1.1 Cubic Metres
Figure 3.5 Waste Management Timeline
Jul 2019 Nov 2019 Jan 2020 Apr 2020 Jul 2020 Oct 2020 Jan 2021 Apr 2021 Jun 2021
Site Lockdown Period
Construction Phase Expo 2020 Event Period Search Phase Search and Load Out and Load Decommissioning Decommissioning Sept 2020 Sept
Operational Waste Construction, Fit-Out and Operational Waste Services Available by Dulsco
Operations Guide 34 Chapter 3 | Your Pavilion
C-59 Participants must confirm their preferred bin size C-68 Dulsco will provide suitable colour-coded by 1 June 2020 through the Participant Portal. containers for Hazardous and Special Waste dependent on the waste type. Participants may request additional bins through the Participant Portal, subject to an additional charge. Dulsco C-69 To minimise pests and keep the appearance will wash the bins from the back-of-house waste room as of Expo 2020 Dubai attractive for visitors, part of the waste collection process. participants must maintain and follow waste management protocols and policies set out by C-60 Participants must provide access to their waste the Organiser. room during non-visitor hours to allow Dulsco to collect any waste. 3.2.7 Pest Control The Organiser will provide Pest Control Services across C-61 Disposable cardboard boxes must be stored the public realm areas of the site and the Organiser’s built within the participant’s waste room until the assets. To ensure Expo 2020 Dubai remains a hygienic agreed collection time. All boxes are to be broken and safe environment, participants are required to down into manageable sizes. maintain, and control pests in all covered and uncovered areas within their pavilion/plot boundary and ensure that C-62 Waste from inventory, including re-usable pallets the minimum required sanitation conditions for visitors and packing crates must be removed by the and staff are met. participant’s supplier. C-70 Participants must ensure that they implement C-63 The participant must ensure that no waste is their own pest control detection and periodic disposed of in drains or toilets. management regime within their pavilion/ plot boundary in accordance with the Dubai C-64 Public realm waste bins are not for participants Municipality Authority. to use. Participants, or their staff, must not at any time place, leave or discard any rubbish, paper, C-71 Participants must inform the Organiser articles or objects outside the doors of their immediately in case of an infestation. pavilion/plot. If an item is left outside of their pavilion/plot or in any area of the public realm, the C-72 Where a participant fails to undertake proper Organiser shall charge the participant the cost to pest control detection and management regimes have it removed by Dulsco. within their pavilion/plot boundary, and this has an impact on others, the Organiser reserves the 3.2.6.2 Hazardous and Special Waste right to take the steps necessary to rectify the C-65 If participants generate Hazardous or Special pest issue and charge the participant for such Waste, this must be managed and disposed of in rectification. accordance with the Organiser’s requirements. Hazardous or Special Waste may include: 3.3 Logistics The Organiser will work in close collaboration with the ›› Cooking oil, grease trap material participants regarding their logistics activities to ensure ›› Paints/solvents/gases/chemicals the efficient and timely delivery of goods throughout ›› Electronic items e.g. lamps, batteries, ICT all event phases. Participants have the option to use equipment and white goods their own staff, appoint a third party logistics provider or utilise the Organiser’s Official Logistics Partner to provide ›› Sanitary waste these services on rate card basis. Further information can ›› Medical waste be found in the Logistics and Customs Guide which is ›› Printer ink cartridges available on the Participant Portal. ›› Bulky waste e.g. furniture, equipment, etc. 3.3.1 Logistics and Technical Sessions ›› Construction and demolition waste To maintain clear communication throughout all phases, ›› Green waste the Organiser will engage with the participants during the Logistics Technical Sessions. These should be attended C-66 Participants must complete the online form by the participants’ logistics manager or, if appointed, the available on the Participant Portal to arrange for deputy logistics manager. the collection of Hazardous and Special Waste on either a one-off or recurrent basis. Rates for 3.3.2 Delivery, Movement, Replenishment and Hazardous and Special Waste collection and Restock of Goods removal will be provided on the Participant Portal. Participants are responsible for managing the procurement and storage of their goods and should C-67 Hazardous and Special Waste must not be mixed ensure that they have 48 hours’ worth of stock stored with Operational Waste. within their pavilions.
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Warehousing options are available to participants either C-74 Participants must approve all deliveries, including through the Official Logistics Partner or through their those of their vendors and stakeholders on the own logistics provider. Participants are responsible for DMS through the Participant Portal. Deliveries managing the resupply, replenishment and restocking of must be pre-booked on the DMS at least 48 hours their goods. These goods may be delivered directly to the in advance. Expo 2020 site or via a warehouse. To deliver a notable visitor experience and maintain site- Participants will need to consider how their deliveries wide safety, a set number of delivery slots will be available will be offloaded from their vehicles and placed in their for the participants for the replenishment of goods. These pavilions. Participants will also need to consider whether slots will be calculated to ensure minimum disruption to movement of goods or items within their venues, or visitors during on-hours. Once participants have booked a between venues, will be required. Logistics resources slot on the DMS they will receive an immediate notification to support the above activities (including mechanical confirming their booking. The DMS will continue to be handling equipment and workforce), will be available via enhanced, once all plot locations are confirmed. Maps the Participant Portal in the rate card section. The logistics will be added to the DMS to give participants a pre- coordination centre will be open 24/7 during event time to determined route through to their pavilion. The DMS will support participants with their logistics activities. Further also help identify vehicle access restrictions through the information on the Logistics operation, is provided in the use of a drop down facility, which will guide participants as Logistics and Customs Guide. to which sized vehicles can deliver to which locations.
3.3.3 Final Stage of Delivery Onsite If there is an emergency delivery requirement , then the C-73 Participants must ensure that their logistics participant has to contact the Logistics Coordination manager or representative is present onsite Centre, who will review the request, coordinate and, to receive/sign for their deliveries and confirm if approved, facilitate the delivery to the pavilion. To the quality, type and number of goods received support the participants, frequently asked questions and against the relevant documentation. training on how to create and manage DMS bookings will be available on the Participant Portal and through 3.4 Site Access for Delivery Vehicles the Technical Sessions. In addition, the DMS team will be The Organiser will maintain the integrity of the security of available to answer queries via email: [email protected]. the site, while ensuring a seamless movement of delivery vehicles into and around the Expo 2020 site. All delivery 3.4.4 Accreditation vehicles will need to adhere to the regulations specified To gain access to the RSA, drivers and all passengers by Dubai Police and the Organiser. must clearly display Expo 2020 accreditation. Further information on obtaining accreditation can be found in 3.4.1 Remote Screening Area (RSA) the Accreditation Guide. The Remote Screening Area (RSA) is the screening area for pre-scheduled vehicles, including their associated 3.4.5 Vehicle Access Parking Permit (VAPP) drivers and passengers, and is located outside the secure To gain access to the RSA, the delivery vehicle must clearly perimeter. It is the first stop for delivery vehicles that display the Expo 2020 Dubai’s VAPP in the windscreen. require access to site. Drivers, passengers, their vehicles and their goods, will be screened. 3.4.6 Secure Load Paperwork Once at the RSA, the contents of the delivery vehicle 3.4.2 Delivery Access Protocols will be checked against the paperwork, which contains To gain access to the Expo 2020 site, participants must details on the contents being delivered and information adhere to the six delivery access protocols specified: submitted at the time of the booking.
›› Delivery Management System (DMS) 3.4.7 Secure Load Seal ›› Accreditation Once at the RSA, the vehicle will be screened and sealed ›› Vehicle Access Parking Permit (VAPP) to maintain the integrity of the contents. The Organiser ›› Secure Load Paperwork reserves the right to refuse the entry of vehicles without a DMS booking, driver accreditation, VAPP Secure Load ›› Secure Load Seal Paperwork and Secure Load Seal. ›› Vehicle Screening Areas (VSAs) 3.4.8 Vehicle Screening Areas (VSAs) 3.4.3 Delivery Management System (DMS) Once the delivery vehicle is sealed it can move to one To regulate traffic flow and to minimise congestion of the four Vehicle Screening Areas (VSA) located along externally and within the site, the Organiser will continue the perimeter of the Secure Site. These are designated to utilise the online DMS to control access of delivery and as the authorised and accredited access points for both collection vehicles to the Expo 2020 site. To gain access personal and delivery vehicles. to the RSA, vehicles must have a booking on the DMS, which can be accessed via the Participant Portal.
Operations Guide 36 Chapter 3 | Your Pavilion
There will be a final light check of the vehicle(s) at the the provider and the participants. Please check the VSA, participants should also expect documents and Commercial Guide for information about commercial accreditation checks of the vehicle, the driver and activities. Further details on Cash Management and Cash passenger(s). Security screening levels at the RSA and the Collection will become available on the Participant Portal. VSAs may evolve over time. The Organiser will inform the participants of any updates or changes on the security 3.8 Emergency Services screening procedures. The efficient and timely provision of a medical first aid response is imperative to safeguarding lives. 3.5 Security – CCTV Emergency vehicles and equipment, such as police, fire The Organiser aims to provide a safe and secure and ambulance services, will be stationed onsite 24/7 environment for all participants and visitors without to provide operational response teams as required inhibiting the Expo 2020 Dubai experience. CCTV security (see Figure 3.7 for locations on emergency services is one of the means to achieve this. Please check the on the Expo 2020 site). Participants will be provided following guides for further information: with emergency contact details to be called in case of an emergency onsite including within their pavilion. Self-Build Delivery Guide This number will connect participants directly with the ›› Chapter 3.5.1–Closed-Circuit Television emergency services. ›› Chapter 4.2.7–Information and Communications Technology The Medical First Aid Response Service includes the deployment of mobile medical teams and ambulances Rented Pavilions Guide that respond to emergencies in a quick and efficient ›› Chapter 3.3.12–Closed-Circuit Television and Other manner. In addition, selected personnel across all service Security Equipment providers will be trained in first aid.
Assisted Pavilion Guide All venues and offsite locations, which are under the ›› Chapter 3.3.11–CCTV control of the Organiser will be equipped with a standard level of medical services and equipment as determined 3.6 Staffing Your Pavilion by UAE law. There will be medical (first aid) facilities Staff are invaluable to the success of a business, to onsite for incidents requiring basic medical attention, ensure that participants can select the right employees, while guests with any serious injury or condition(s) will be participants have three options for recruitment: transferred to the appropriate hospital.
›› Hiring at the Country of Origin C-75 In compliance with UAE law, participants must Participants will be able to bring their employees ensure that the required number of staff are (volunteers and paid staff) from their country of trained in first aid and first aid equipment is origin as long as they have the required contractual available within their pavilions/plots. agreements in place. C-76 Participants must ensure easy access 24/7 to ›› Local Hiring first aid equipment for any staff working in their The Expo 2020 License will enable participants to hire pavilions. from the local market or overseas. In this case, the employment contract between the participant and C-77 Participants must provide the Organiser with the employee will be governed by UAE Labour Law. The name(s) and contact number(s) that are available Organiser will provide participants with a list of suitable 24/7 for emergency purposes. recruitment agencies that adhere to the Organiser's worker welfare standards and provide services at fair 3.9 Hospitality Catering market value. The Organiser will operate a hospitality venue (known as 2020 Club) in Parcel B of the Al Wasl plaza. Participants ›› Outsourcing will receive an allocation of access passes and can Participants will be able to procure services from a third purchase additional access for external visitors. party to perform the functions required, this can include the provision of labour or services. If participants wish to organise hospitality for a private event during the Expo event, a comprehensive option is 3.7 Cash Management and Cash available using the rate card. In addition to the Organisers Collection Official Hospitality Partner, the Organiser is currently engaged with a number of experienced food and Cash Management and Cash Collection will be available beverage suppliers in the region and are committed to to participants via the rate card. Participants are building a varied offering of cuisine styles to meet all recommended to use the provider appointed by the budgets and requirements. Organiser – this will be a B2B relationship between
37 Operations Guide Chapter 3 | Your Pavilion
The Organiser will conduct the appropriate due diligence 3.12 Signage and Wayfinding in the evaluation of potential rate card suppliers to ensure To ensure visitors can navigate effectively and have that they are adequately qualified and provide value to a seamless journey experience across the site, clear participants. Once available, participants will be able to signage and wayfinding will be available, informing liaise with each provider via the Participant Portal, where a visitors where to go next and how to reach a favourite full catering service can be booked and organised directly destination. Expo 2020 Dubai will provide both static with the supplier. and digital elements, providing real-time updates so that visitors can make informed decisions. 3.10 Hotel at Expo Village A hotel will be available onsite for commercial bookings The design concept includes references to Al Sadu, the for both participants and visitors. Further details will be traditional Emirati craft of weaving. This not only reflects provided at a later stage. the history and culture of the UAE, but also the power of connection and collaboration. Signage will also include 3.11 Smoking Areas a family of icons that are culturally relevant, memorable Expo 2020 Dubai will allow smoking only within and unique to Expo 2020 Dubai and each district will designated areas situated in the front-of-house and have a distinct colour. back-of-house. (A map of the locations will be provided at later date). Smoking will also be allowed on the terraces The Organiser has developed Signage and Wayfinding or the outdoor areas of the restaurants operated by the Guidelines (see Supporting Resources) to help participants Organiser and its vendors. design their information in line with the Organiser’s requirements and to ensure consistency across the site. C-78 Self-Build Pavilions must comply with Dubai This will decrease visual clutter and contribute to the Municipality Regulation 92 (see Supporting quality of information provided to visitors. The guidelines Resources), if they consider allowing smoking in focus on the general arrangement of signage locations, indoors, on terraces and outdoor areas of their placement and sizing of elements. restaurants. Designated participant staff smoking areas are only allowed in the back-of-house area. G-05 Participants should implement the Signage and Wayfinding Guidelines to avoid untidy and C-79 Smoking inside Expo buildings, including inconsistent signage elements. Thematic District Pavilions occupied by participants is not permitted. Figure 3.7 Emergency Services
Ambulance Parking First Aid Facilities Fire & Police Station Expo Emergency Center Ambulance Station
Operations Guide 38 1.0 Section title 4 Visitor Services
Chapter 4 | Visitor Services
Expo 2020 Dubai is committed to achieving the highest standards in all aspects of its delivery and creating an environment that offers a memorable and unique visitor experience for all. To achieve this, the Organiser has established an array of visitor services to meet the needs of both participants and visitors.
This chapter provides information on various smart and efficient services available for participants and visitors, providing end-to-end support such as ticketing, Visitor Information Centres and crowd management services. 4.1 Ticketing To access and experience the Secure Site, all visitors need to own a valid entry ticket to be shown at one of the visitor gates.
4.1.1 Tickets for the Public There are a variety number of tickets available for visitors to choose from which offer flexibility as seen in Figure 4.1. Depending on the type of ticket(s) purchased, tickets may be valid from one-day to the entire duration of the event.
Figure 4.1 Tickets Validity
For the entire Thirty-days duration of One-day Three-days (Monthly Pass) Expo (Season Pass)
Different tickets are available to visitors depending on their age or status:
›› Adult
›› Youth (6-17 years of age)
›› Student (of any age)
›› Children (5 and under)
›› Seniors (65+ years of age)
›› People of determination (disabled) and carers
Visitors will be able to purchase a valid entry ticket at the following rates as shown in Figure 4.2:
Monthly Pass and Season Pass prices will be announced on a later stage in 2019 and will go on-sale from October 2019.
41 Operations Guide Chapter 4 | Visitor Services
Figure 4.2 Tickets Prices
To assure the same ticket is always used by the same 4.1.2 Complimentary Tickets for Participants visitor for tickets that allow more than one-day access, a Complimentary Single-Day Tickets (which can be used biometric security feature will be captured at the moment for any day), may be obtained through the ticketing of first use at the gate entry point, and then verified again section of the Participant Portal. Exact terms and at the gate entry point upon all successive uses. conditions for ticket use will be communicated by the Organiser at a future date. Participants can receive their A valid ticket allows entry to all pavilions within the Secure tickets in either print@home format for easy distribution Site and enjoyment of all Expo events (planned to be to their guests or may receive them already printed. around 60 per day). Entry to the Expo Observation Tower will require an additional ticket that may be purchased Another 400 complimentary tickets will be provided for online or onsite. The VIP Hospitality Area will also require the participant’s own National Day, valid only for that day. an additional ticket. 4.1.3 Additional Tickets Available for Tickets for the public may be purchased directly through Participants at a Discount the following sources: Participants can purchase additional Single Day Tickets at a discount (25% reduction) through the ticketing section ›› Visitor Contact Centre of the Participant Portal. A credit card payment option will be offered to allow participants to settle the balance as ›› Visitor Information Centre part of the booking process. Tickets will be issued once payment has been made. ›› Expo website For all bookings, a confirmation email and associated ›› Expo app e-tickets will be sent to the participant. The option to send the confirmation email and associated e-tickets ›› Any Expo offsite and onsite Ticket Box Office directly to an alternative email address will be available. The participant or recipient of the tickets will have the ›› Authorised ticket resellers world-wide (as indicated option of collecting their tickets in printed form at the exclusively on the Expo website) Expo Village should they wish to do so. Table 4.1 gives an overview of the available tickets for participants. Any ticket obtained from an unauthorised source will not be valid for entry.
Table 4.1 Tickets for Participants
Complimentary Tickets Discounted Tickets 25% Pavilion Size General Ticket National Day General Ticket X-Large and Large 1400 400 1400 Medium 800 400 800 Small 600 400 600 X-Small and Rent 400 400 400 Assisted 200 400 200 Multilateral/NOP 400 N/A 400
Operations Guide 42 Chapter 4 | Visitor Services
4.1.4 Expo Onsite Ticket Sales event-hosting experience. Programming will be Expo tickets for all categories and ages, will be available developed by Expo 2020 Dubai as hosts, as well as at dedicated Ticket Box Offices at the four Plaza locations. participants and our partners, creating an amazing and diverse multicultural spectacle. Ticket Box Offices will open one hour before the Secure Site opens to the public. Cash and major credit cards will The Organiser will make available to participants access to be accepted as payment. Additional ticket sale points services and facilities provided within a Main Production will be found inside Expo 2020 Dubai at the Visitor Compound (MPC) adjacent to the Dubai Exhibition Centre, Information Centre (VICs) for ticket upgrades, additional which will serve as a central hub to manage and support sales and gift purchases. events and performances across the Expo 2020 Dubai site. The MPC will provide technical and logistics services, event 4.1.5 Expo Arrival Plazas Admission Control coordination, artist and crew welfare, rehearsal facilities and Ticket Resolution Services and production space. There are four visitor gate locations for ticketed entry to the Secure Site, where tickets will be scanned. Ticket Reservations of the MPC will be managed through the scanning will provide the Organiser with accurate Venue Booking System on the Participant Portal when attendance figures and it controls fraudulent, duplicate, or participants secure venue bookings. There will be no invalid tickets from being used. charge for standard services and facilities offered, any additional requirements such as catering, will be available Every visitor regardless of age will need a ticket to enter from third-party service providers on a rate card basis. the Expo site, even if it is complimentary or free of charge. Details on third-party service offerings and additional Single-Day Tickets and Three-Day Tickets are valid for the pricing will be on the Participant Portal by Quarter 3 specified number of entry days. No same day re-entry will of 2019. be permitted with a Single-Day/Three-Day Ticket. In addition to the MPC, participants will be able to secure Visitors using discounted or free of charge tickets linked complimentary access to back-of-house operational to age, student status or classification as a person of space including green rooms and artist facilities when determination, will be required to present the appropriate booking the following performance venues through the document, such as valid passport with proof of birth date Participant Portal: at the access point. ›› Jubilee Park Festival Stage Three-Day Tickets, Monthly Passes and Season Passes, require the capture of biometric data on first entry and ›› Al Forsan Park Amphitheatre consequent verification on each additional use to assure non-transferability. ›› Dubai Exhibition Centre Auditorium
Ticket Resolution Offices will be present at each plaza to ›› Dubai Exhibition Centre Theatre resolve any issues that may arise with entry tickets. Stages located in the Opportunity, Mobility and 4.1.6 Dubai Exhibition Centre Admission and Sustainability Districts will also have artist preparation Tickets facilities in the adjacent multilateral pavilions, where Any event open to the public within the Dubai Exhibition participants will have complimentary access to Centre (DEC) Halls North and South, is subject to special change rooms and makeup preparation areas when conditions and depending on the event may require an a performance is confirmed on the stage located in additional ticket. Thematic District.
Access to the DEC is separate and although adjacent to More information on programming and the available Expo, is not through the Expo grounds. Consequently, event venue spaces participants can use will be provided entrance to the Secure Site from the DEC will require the in the Events and National Day Guide. visitor to be in the possession of a valid Expo ticket. 4.2 Programming The programme of events and entertainment is an equally important pillar of the visitor experience that stand alongside exhibitions. Programming at Expo 2020 Dubai will be a powerful opportunity to captivate, inspire and enthrall visitors of all ages and interests, and encourage them to engage with our thematic content in new and entertaining ways. It will provide many of the sights, sounds, smells, tastes and touches of Expo 2020 Dubai, and build on the UAE’s extensive
43 Operations Guide Chapter 4 | Visitor Services
4.3 School Programming 4.4 Visitor Services There are approximately 1,200 schools (a combination With an estimated 25 million visits at Expo 2020 Dubai, of private and government schools) across the UAE, visitor services will play an important role in creating an catering to over a million students from kindergarten to exciting and memorable experience for all. secondary/high school. During the six months of Expo 2020 Dubai, 10% of the total 25 million visitors will be Expo 2020 Dubai aims to provide a world-class service contributed by school group field trips. On any given day, that engages, entertains and inspires visitors, as well a maximum of 28,000 school students and staff could as providing the necessary support to participants. To visit the Expo 2020 Dubai site. To ensure that these visits enhance the experience of visitors, the Organiser aims to are safe, educational and fun, the Organiser will provide deliver safe, comfortable and smooth dedicated services detailed planning and processes to cater for the large and that interact with visitors and supports the lasting legacy diverse UAE school community. of Expo 2020 Dubai.
Schools in the UAE intending to visit Expo 2020 Dubai 4.4.1 Visitor Information Centre will be mandated to pre-book through a specialised Visitor Information Centres (VICs) are the main contact booking system dedicated to them. They will be given points for visitors and offer up-to-date daily site and four different options of journeys to choose from (e.g. event information. They are an important part of Opportunity Journey, Mobility Journey, Sustainability the Organiser’s customer relationship management Journey, and the UAE Journey). Each of these journeys strategy, offering a practical solution to handle various will be carefully tailored for the different age groups, interactions with Expo 2020 Dubai’s visitor groups. VICs from kindergarten (ages 4-5), primary school (ages offer support, as well as services to visitors, ensuring that 6-10), middle school (ages 11-13), and high school (ages the visitor journey experience is one that is empowered, 14-18). The booking system has been created to ensure educative and interactive. that schools intending to visit have a seamless and educational experience suited to them. VICs will provide a world-class experience by offering a range of services such as: Schools will arrive in buses to Expo 2020 Dubai and will be dropped-off at the arrival plazas of the Opportunity, ›› General information Mobility, and Sustainability Districts (respective to their planned journeys for the day). Each group will be met ›› Information boards/maps by a guide who will accompany and lead each group on their Expo journey, from the moment they arrive until the ›› Children Identification Service moment they leave the Expo site. School groups will have specific stops on their journeys, which may include all or ›› Consultation Room some of the following: ›› Lost and found item(s) ›› Ticketing and security check in the plaza ›› Lost and found person(s) ›› A visit to a Thematic Pavilion or the UAE Pavilion ›› Manual/Electric Wheelchair Service (Plaza/Operations ›› A visit to a country pavilion(s) Pavilions)
›› Participation in workshops (within or outside of ›› Stroller service (Plaza/Operations Pavilions) pavilions) ›› Ticketing services ›› Lunch ›› Power Wheelchair Charging Station (Welcome Plaza) ›› Rest and prayer breaks ›› Quiet Rooms (Operations Pavilions) Participants who wish to participate in the school programme can fill out the Expression of Interest Form available on the Participant Portal. After submitting the document, the Organiser will contact the participant and share more detailed information about the programme, guidelines and requirements.
Operations Guide 44 Chapter 4 | Visitor Services
4.4.1.1 Location of Visitor Information Centres 4.4.2 Lost and Found VICs are strategically located throughout the site. There The Organiser will work closely with internal and external will be two located at each Plaza. VICs will additionally stakeholders such as, Dubai Police, Expo Security and be available across the seven Operations Pavilions and Expo Logistics, to ensure that where lost and found some kiosks. matters arise, they are dealt with appropriately and effectively. The VIC located at the plazas will offer full mobility services. Partial mobility services are offered at the other locations. See Figure 4.3 for VIC locations.
Figure 4.3 Location of Visitor Information Centres
Visitor Information Centres Visitor Information Centres Visitor Information Centres - Plazas - Operations Pavilions - Kiosks
Metro Plaza Opportunity Plaza
Al Forsan Park
Al Wasl
Oasis
Jubilee Park
Mobility Plaza Sustainability Plaza
45 Operations Guide Chapter 4 | Visitor Services
To ensure the wellbeing of visitors and their belongings, C-83 Participants must submit a digital information a Lost and Found System has been integrated with the sheet by July 2020 (a template will be provided Visitor Contact Centre allowing for visitors to enquire on by the Organiser via the Participant Portal) any update(s) concerning their lost item. At the end of that contains general and specific information each day, all lost items will be relocated from VICs to the about their pavilion which can be used to Main Lost and Found Claim Centre located in the Metro answer visitor queries at the Visitor Contact Plaza ensuring that all items are stored in one place. Centre about experiences, programming and general information. Participants must regularly C-80 Where items have been lost and subsequently update their information sheets to ensure that found at a participant’s pavilion/plot, this must information held by the Visitor Contact Centre is be registered immediately through the Lost and accurate throughout the Expo event. Found System at a VIC. If there are any updates on lost item(s) this will be communicated by Effective handling of queries and information support the Organiser. will positively affect the overall visitor experience. Where cases cannot be resolved by the Visitor Contact C-81 In the case of a lost or found person at a Centre, they will be escalated to the appropriate Expo participant’s pavilion/plot, participants must department and/or participant. The Visitor Contact inform either an Expo member of staff, Expo Centre is scheduled to go live in October 2019, with a soft Security, Dubai Police or go directly to the launch in August 2019. nearest VIC.
C-82 Dubai Police are responsible for leading a lost or found person(s) and may take control of the operation at any given point, in this case participants must comply with their instructions.
4.4.3 Visitor Contact Centre The Visitor Contact Centre is an important part of the Organiser’s customer relationship management strategy, which offers practical solutions to handling various interactions with Expo visitors. The Visitor Contact Centre’s aim is to excel in service delivery by operating with multi-skilled agents and leverage on viable technology such as Interactive Voice Response (IVR), Customer Relationship Management (CRM) tool, chatbots, etc.
As part of its process, the Visitor Contact Centre will offer 24-hour operations, handling interactions via telephone, email and social media while ensuring responses are given accordingly. It will also offer language support in English and Arabic. Additional languages will be considered based on demand and operational needs.
The Visitor Contact Centre’s primary purpose is to successfully respond to queries or complaints related to the following, but not limited to:
›› General enquiry on Expo
›› Information on shows and attractions
›› Complaint management
›› Ticket sales
›› School groups visitation support
›› Capture lost items
›› Call transfer
Operations Guide 46 Chapter 4 | Visitor Services
4.4.4 Operations Pavilions ›› Directional signage The seven Operations Pavilions (see Figure 4.4) will offer additional services and facilities such as ATMs, ›› Public telephones vending machines, convenience stores, baby feeding rooms, changing rooms, first aid facilities, prayer rooms, ›› Site lighting restrooms and quiet rooms (NB in four of the seven Operations Pavilions). 4.5 Crowd Management Although the terms crowd management and crowd 4.4.5 Other Services provided by the control are often used interchangeably, there are Organiser important differences. Crowd management is defined as The Organiser shall provide the following general services the systematic planning for, and supervision of, the orderly at Expo 2020 Dubai These are: movement and assembly of people. Crowd control is the restriction or limitation of group behaviour. ›› First aid services 4.5.1 Crowd Management Plan ›› Fire safety measures A Crowd Management Plan involves the assessment of the people handling capabilities of a space prior to its use. ›› Security services It includes evaluation of projected levels of occupancy, adequacy of means of ingress and egress against ›› Toilets expected types of activities.
›› Drinking water fountains
Figure 4.4 Operations Pavilions
Operations Pavilions
Expo VIllage
Opportunity
Al Forsan Park
Metro
Entrance Al Wasl
Sustainability
Oasis
Mobility
Jubilee Park
47 Operations Guide Chapter 4 | Visitor Services
C-84 Each participant must have a Crowd As well as the obvious advantages to the visitors having Management Plan part of the Operational a better experience because of less waiting time, there Readiness Fitness Certificate (See Chapter 5). are several other benefits to participants who adopt the Smart Queuing Initiative. This includes the receipt of 4.5.2 Queue Management daily visitor information from the scanned QR codes, in Queue management is the broad term used for activities accordance with the visitors’ consent and GDPR laws, in and systems to effectively manage and control queues in addition to site wide detailed reports on a weekly basis. the Expo 2020 site. The Organiser has introduced several methods to ensure that queues are adequately handled, The Expo 2020’s Smart Queue initiative will also provide such as effective allocation of staff, visitor forecasting participants with the functionality to control their and the Smart Queuing initiative. bookable pavilion capacity on a day-by-day basis, as well as to view arrivals forecasts and visitor statistics. C-85 Participants must actively manage their physical queues within their footprint and work with the Participants will have no additional outlay other than Organiser to avoid overlap into public spaces. If provision of the staff to scan tickets for the Smart Queue the Organiser assesses that participants require reserved visitors. queue management support, the Organiser will provide manpower/barriers beyond the pavilion/ 4.5.4 Pavilion Reservations for Visitors plot to achieve this. Costs may be charged back Each ticketed visitor may make a date/time reservation to participants using the rate card. up to 24 hours in advance of their Expo visit using the Expo app. An advance reservation can be made for one 4.5.3 Smart Queuing Participation for Self- of the Expo Thematic Pavilions (Opportunity, Mobility Build and Rented Pavilions and Sustainability) or Self-Build and Rented Pavilions or Participants can opt to use Expo 2020’s Pavilion Smart Partners’ Pavilions, participating in Expo 2020’s Smart Queuing initiative, which will allow them to apply an Queuing initiative. On the visit day at Expo site, once the intelligent approach to reduce visitor wait-time in first reservation is availed, additional pavilion reservations their pavilions. This will enhance visitor experience and can be made via the Expo app, Expo kiosks, or at Ticket satisfaction, with visitors being able to make date/time- Box Offices/sales points. slot reservations. A visitor electronic, printed or mobile ticket with its QR Two lanes are required at a pavilion entrance employing code will need to be presented at the pavilion where it will smart queuing: be scanned and verified to check the reservation.
›› A smart queue lane (also used for priority access and people with accessible needs)
›› A walk-up lane for visitors that arrive without reservations
Participants enrolled in Expo 2020’s Pavilion Smart Queuing initiative may access all required set-up, management and reporting functionality through the web-based smart queuing section to be provided in the Participant Portal. Participants will have full control of the bookable pavilion capacity and may change it at any time as long as reservations made up until that date are still honoured.
Ticket scanners, training and support for system set- up, allocation management and ticket scanning will be provided by the Organiser. Further information will be provided to the participants on the Participant Portal.
Operations Guide 48 1.0 Section title 5 Readiness
Chapter 5 | Readiness
Readiness plays a key role in ensuring that Expo 2020 Dubai is fully operational, and services run smoothly when visitors are welcomed.
The Expo 2020 Dubai Readiness Programme aims to ensure timely preparation by all stakeholders for the start of operations in October 2020.
The Organiser will conduct test and exercise activities to ensure that services and visitor experiences meet expectations. The Readiness Programme will be delivered in stages to build our capability to deliver services at each stage. Readiness activities range from scenario-based discussions through to large-scale Test Events; including the running of onsite technology systems in venues, testing event plans and operational equipment.
G-06 Participants should plan to participate in relevant Readiness activities delivered by the Organiser. 5.1 Operational Readiness There are three key milestones which participants need to fulfill in order to meet Operational Readiness:
›› Building Completion Certificate
›› Exhibit Installation Completed
›› Operational Readiness Fitness Certificate
Figure 5.1 gives an overview of the key milestones for Operational Readiness.
Figure 5.1 Key Milestones Operational Readiness
2020 2021
Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4
Building/Fit-out Completion Certificate Expo Event Finishes Latest 20 July 10 April
Operation Readiness Fitness Certificate Decommissioning Latest 20 September and Removal Starts*
Expo Event Starts Plot Repossession 20 October 10 October
*Decommissioning and removal activities will start 7 calendar days after the conclusion of the event.
51 Operations Guide Chapter 5 | Readiness
5.1.1 Building Completion Certificates C-87 Participants must complete a Venue Emergency Upon the completion of the pavilion construction Response Plan (VERP) before opening their (including interior and fit-out works) participants can pavilion to visitors. This document contains obtain a Building Completion Certificate for Self-Build key information on how pavilions manage an Pavilions, or a Fit-out Work Completion Certificate emergency, including an evacuation, a template is for Rented Pavilions, no later than 20 July 2020. The available on the Participant Portal. certificate will mark the completion of the physical build phase of the pavilion and will entitle participants to then C-88 Participants must produce a Venue Evacuation instruct service providers to offer them with utilities. Plan for their pavilion. The Venue Evacuation Plan must include preparation for possible dangers 5.1.2 Exhibit Installations Completion including fires, security, incidents and accidents. C-86 The exhibit installation for all pavilions must be It must include the safe egress of visitors and completed by no later than 20 September 2020, staff out of the building to the predefined Local a month before the opening of Expo 2020 Dubai Assembly Points (LAP). If required, the Organiser to visitors. will provide participants with a suitable template.
The completion of this stage will mark the start of the C-89 Participants must establish a warden structure, Operational Readiness Phase of the event to ensure that which considers the pavilion size and layout. all pavilions within the Secure Site are ready to receive Participants must also appoint a chief warden visitors. for their venue who will report to their respective zone manager. Participants must also ensure all 5.1.3 Emergency Management Plan staff members receive emergency training and The Expo Emergency Management Plan (EMP) covers take part in relevant readiness exercises prior to emergency situations, which have a major impact on the start of Expo 2020 Dubai. Expo operations. The EMP defines the following:
›› The definition of an ‘emergency’
›› Roles and responsibilities
›› Actions to be taken
›› Procedures in place to return to ‘business as usual’
--Authorisation sign off to emergency services authority in case of major emergency or threat, including but not limited to evacuation of the whole Expo 2020 site
The EMP consists of three defined plans, which are implemented in the case of an emergency/incident.
›› Evacuation Plan that details the processes and procedures to follow in case of an evacuation
›› Incident Management Plan that details the Organiser’s response to an incident
›› Crisis Management Plan that specifies the co-ordinated and strategic executive management response to the immediate short-term and long-term effects of a crisis owned by the organising committee
The EMP will be available on the Participant Portal.
To ensure that participants deliver emergency plans and procedures consistently across the site in line with the UAE Life and Fire Safety Code of Practice, the Organiser has created a Venue Emergency Response Plan (VERP).
Operations Guide 52 Chapter 5 | Readiness
5.1.4 Operational Readiness Fitness Certificate As mentioned both in the Self Build Delivery Guide and All participants will be issued an Operational the Food and Beverage Guide, participants will need to Readiness Fitness Certificate based on the fulfilment obtain an Occupational Verification Certificate before of requirements, relevant approvals and sign-off of they can start operating their food and beverage outlets. necessary documents. This certificate is required to Below is a short reminder of the steps required to obtain operate a pavilion at Expo 2020 Dubai. A checklist of all this permit: requirements to be completed by participants will be provided on the Participant Portal. ›› Complete the design submission stage which includes detailed kitchen design, service areas and high-level C-90 To receive an Operational Readiness Fitness menu Certificate the participant must provide the following documents: ›› Complete all construction activities. Once completed participants will be required to receive an inspection ›› Venue Emergency Response Plan (VERP) team(s) who will assess the pavilion to sign-off on the including: constructed work and if approved, provide participants with their Building Completion Certificate --Evacuation plan ›› Fill out the Alcohol Permit Form (if applicable) and --Incident Response Plan submit it through the Participant Portal
--Crisis Management Plan ›› Complete all pavilion fit-out activities. Once completed participants will be required to receive an inspection ›› Visitor Flow Management Plan (detailing queue team(s) who will assess the pavilion to sign-off on the and crowd management principles–a template fit-out activities and if approved, provide participants will be provided on the Participant Portal) with their Operational Fitness Certificate
›› Staff Training Plan ›› The Dubai Municipality Occupational Verification Certificate and Alcohol Permit will be issued, and ›› List of 24/7 contacts issued to the Organiser participants can operate their restaurant and order, receive and serve food and beverage and alcohol ›› Health and Safety Plan (if applicable)
›› Insurance certificates If participants decide to serve alcohol after submitting the Final Design they will need to resubmit the food and ›› Dubai Municipality Occupational Verification beverage package, and other relevant packages. Certificate, if applicable
›› Food safety and hygiene certification, if applicable
›› Self-Declaration Form (this will be available on the Participant Portal to download) confirming that the space is ready for operation
53 Operations Guide Chapter 5 | Readiness
5.2 Test Events ›› Visitor journey Test events arranged by the Organiser will include invited individuals to act as visitors in specific areas ›› Crowd and queue management of the site. These events will be designed to replicate the actual event and include access to performance ›› Facility services venues, attractions and commercial outlets. Participants can request to participate in the Test Event relevant to --Cleaning their location onsite. All visitors will be asked to provide feedback on their visit to ensure improvements are made, --Maintenance relevant feedback will be made available to participants. ›› VIP Visits Due to the safety and security requirements essential to deliver a Test Event, participants will not be able to ›› Performances organise independent events which include visitors not accredited for site access. There are two participant Table-top exercises scheduled that will give participants the opportunity to review their Test Events are scheduled to begin in March 2020, during Operations Plan with the Organiser, other participants, these times access to participant pavilions/plots may contracted service providers and partners. be partially restricted. Participants will be informed of the Test Events areas one month in advance, with final Test Events 4 and 5 will be similar to Test Events 1-3 but confirmation a week prior to the Test Event. on a larger scale. The Organiser will circulate the Test Event details at least one month before the Test Event. Figure 5.2 gives a timeline overview of some of the different Readiness activities. Test Events 1- 3 will take place in early in 2020 and comprise of the following, but are not limited to:
Figure 5.2 Timeline Readiness Activities
Participant Test Event 2 Table-top Test Event 5 Exercises
March 2020 May 2020 September 2020
April 2020 August 2020/ October 2020 September 2020
Test Event 1 Test Event 3 Test Event 4
Operations Guide 54 1.0 Section title 6 Complying with Expo 2020 Dubai’s Standards
Chapter 6 | Complying with Expo 2020 Dubai’s Standards
A safe, sustainable and inclusive environment embodies the principles of Expo 2020 Dubai.
The Organiser aims to create an exceptional Expo that welcomes all, and achieve an exemplary sustainable, health, safety, quality and environmental performance. 6.1 Accessibility and Inclusivity In line with the UAE National Policy for Empowering People with Special Needs (see Supporting Resources), inclusion and accessibility are integral to all areas of Expo 2020 Dubai from the infrastructure design which ensures visitors can physically access venues and experience the Expo event, to the legacy it generates once it concludes. The Organiser aims to create an environment which encourages usage by as many people as possible, and a culture of understanding and acceptance that continues beyond Expo 2020 Dubai. Inclusion and accessibility for all has been a priority for the Organiser, including but not limited to people of determination.
A key component of an inclusive and accessible vision for Expo 2020 Dubai is that people of determination, older adults, people with fatigue, illness or short- term injuries, and families, will be recognised as people with an accessibility need. It is essential to understand their needs and ensure a comparable experience is being delivered to all.
G-07 Participants should consider the needs of people of determination when developing content, experiences and throughout the construction of their pavilions.
Expo 2020 Dubai will offer several accessibility services for visitors. These include, but are not limited to, a pick up and drop-off shuttle service from the designated people of determination parking bays (located in the Visitor Parking) to the plaza, wheelchair pushing in the plaza to the PSA, wheelchairs, strollers and an electric convenience vehicle service within the secure perimeter, as well as quiet rooms for people on the spectrum.
57 Operations Guide Chapter 6 | Complying with Expo 2020 Dubai’s Standards
6.2 Sustainability 6.2.1 Key Areas of Sustainability The Organiser aims to host one of the most sustainable The sustainability programme of Expo 2020 Dubai World Expos in history and set new standards in is aligned with industry best practice and designed to sustainability for international mega events. In line with help move Dubai and the UAE towards a more this commitment the Organiser has developed two sustainable future. documents, the Sustainability Policy document and the RISE™ Sustainable Operations Standards and Guidelines The approach taken at Expo 2020 Dubai is based on document, to encourage participants to efficiently a predefined programme, which addresses aspects of use resources, minimise carbon emissions, and reduce environmental sustainability like energy, water, waste the impact of their site operations. These documents materials, environmental quality, biodiversity, as well as will help participants to understand the standards and social and economic sustainability. recommendations on sustainability and inspire them to develop, deliver and implement sustainable operations. Details of the sustainability strategy and the Key Performance Indicators for each of the areas is listed in The following sustainability documents will be available the diagram below (see Figure 6.1). on the Participant Portal: G-08 Participants should consider sustainability in their ›› The Sustainability Policy daily operations.
›› RISE™ Sustainable Operations Standards and Guidelines 6.2.2 Reporting C-91 All participants must submit regular reports during ›› Sustainable Materials Guideline operations as per the guidelines stipulated in the RISE™ Sustainable Operations Standards and A user manual will be available to help guide participants Guidelines. through the implementation process.
Figure 6.1 Key Areas of Sustainability
Public Realm Transport Energy and Ecology
Water Materials Waste
Sustainability Sustainability Carbon Awareness Certification
Sustainable Event Sustainability Operations and Reporting Management
Operations Guide 58 Chapter 6 | Complying with Expo 2020 Dubai’s Standards
6.3 Health, Safety and Environment C-99 Participants must ensure that they obtain all The Organiser is committed to providing the highest environmental approvals, permits, and licenses level of protection against risks to health, safety and required for their activities, if needed, from the environment. To minimise such risks the Organiser the relevant government authorities (e.g. has created the Event Assurance Standards documents Dubai Municipality). These must be maintained for health and safety, and for environment, to support and tracked in a register. participants at Expo 2020 Dubai. These documents detail the standards and protocols that participants are required C-100 Participants must keep health, safety, and to follow and can be found on the Participant Portal. environmental records as per the requirements set out by the Organiser and monitor the C-92 Participants must comply with the requirements performance of their activities accordingly. The set out in the Event Assurance Standards Organiser will monitor and assess participants’ documents and ensure that such standards are implementation, compliance and effectiveness on followed by all personnel and their supply chain. the policies, procedures and standards relating to Participants must also cascade these documents health, safety and environment. within their organisations and to their supply chain.
C-93 Participants must allocate adequate resources to ensure effective implementation of health, safety and environmental requirements set out by the Organiser.
C-94 Participants must develop and implement policies, procedures and standards to ensure compliance with all relevant health, safety and environment requirements set out by the Organiser.
C-95 Participants must monitor the health, safety and environmental performance of their activities and ensure that the safety of all workers, members of the public and environment, are not compromised by those activities.
C-96 Participants must ensure that all activities carried out by their personnel, subcontractors and consultants are in a manner to prevent:
›› Injury to their personnel working on their own or any other associated activities
›› Injury to members of the public
›› Injury to personnel employed by or associated with Expo 2020 Dubai
›› Damage to the environment
C-97 Participants must ensure that their supply chain nominate a point of contact(s) for all health, safety and environmental matters.
C-98 Participants must comply with the applicable health, safety and environmental laws and regulations of the UAE. A Legal Register is available on the Participant Portal.
59 Operations Guide Chapter 6 | Complying with Expo 2020 Dubai’s Standards 1.0 Section title 7 Decommissioning
Chapter 7 | Decommissioning
Upon the conclusion of the Expo event, the Organiser will start the site transition to the legacy phase.
The Organiser will publish a Decommissioning Guide to support participants in achieving a seamless exit from the Expo 2020 site and from the UAE.
As mentioned in the Logistics and Customs Guide, participants must submit a Load Out Plan to the Organiser through the Participant Portal, at least 90 calendar days in advance of their planned load out activities.
Participants are also required to submit a Decommissioning and Removal Request, or an Exhibit Removal Request (via the Participant Portal) at least 20 working days before commencing works. Further details are described in the Self-Build Pavilions Delivery Guide, the Rented Pavilions Guide and Assisted Pavilions Guide.
The Decommissioning Guide will provide further information on the following topics to be considered for plot/pavilion repossession:
›› Exit Permit from Expo 2020 Dubai
›› Conclude all existing contracts and services
›› Settle final utility bill(s)
›› Removal of assets
--Re-exporting
--Returning them to a leasing partner
--Selling
--Donating
--Recycling or scrapping
›› Reconciliation of goods
›› Settle final customs duties
›› Non-liability Certificate from the Audit Department of Dubai Customs
›› Settle final VAT
›› Closing financial accounts
›› Terminating visas for staff
›› Termination of Expo 2020 Dubai license
›› Settle outstanding fines
›› Terminate Expo Village lease
63 Operations Guide Chapter 7 | Decommissioning 1.0 Section title Supporting Resources
65 Food and Beverage Guide Food and Beverage Guide 66 Supporting Resources
The following resources can be accessed either from the Participant Portal or using the website address provided.
›› Accreditation Guide
›› Assisted Pavilions Guide
›› Commercial Guide
›› Decommissioning Guide
›› Dubai Civil Defense http://www.dcd.gov.ae
›› Dubai Municipality Technical Guidelines https://www.dm.gov.ae/en/Business/HealthAndPublicSafety/Pages/Technical-Guidelines-List.aspx/
›› Event Assurance Standards – Environment
›› Event Assurance Standards – Health and Safety
›› Events and National Day Guide
›› Expo Village Guide
›› Food and Beverage Guide
›› Insurance Guide
›› Logistics and Customs Guide
›› Online Marketplace https://omp.expo2020dubai.com
›› Rented Pavilions Guide
›› RISE™ Sustainable Operations Standards and Guidelines
›› RTA https://www.rta.ae https://www.rta.ae/wps/portal/rta/ae/public-transport/dubaibus
›› Self-Build Pavilions Delivery Guide
›› Self-Build Pavilions Guide
›› Signage and Wayfinding Guidelines
›› Sustainable Materials Guideline
›› Sustainability Policy
›› UAE National Policy for Empowering People with Special Needs https://government.ae/en/about-the-uae/strategies-initiatives-and-awards/federal-governments-strategies-and- plans/the-national-policy-for-empowering-people-with-special-needs
›› UAE Telecommunication and Regulatory Authority http://www.tra.ae
›› Worker Welfare Assurance Standards
67 Operations Guide Supporting Resources