THE CASE FOR DRIVE -THRU ACCESS - Inclusion Solutions€¦ · Drive Thru Business Starbucks 35%...

THE CASE FOR DRIVE -THRU ACCESS

Inclusion Solutions and 8 years of work

Tuesday, October 4, 2011

HISTORY

In 2004, Patrick Hughes was speaking with Robin Jones from the Great Lakes ADA Center (DBTAC) in the parking lot of McDonald’s headquarters after a presentation regarding front door access to their restaurants. As we were talking, Robin asked if Inclusion Solutions had ever thought about the fact that people who are deaf or hard of hearing can’t use drive thrus.

After some basic research both into the problem and understanding what the business environment looked like, Inclusion Solutions developed a product and began approaching the industry about ways to proactively solve this customer/business problem.


DRIVE -THRU BARRIERS TO THE DEAF AND HARD OF HEARING

We (Inclusion Solutions) have been working on this topic for almost 8 years and have had minimal success in getting the market to accept our simple approach to solving this problem. We would like to explore why the market doesn’t feel that this is valid or if they do, why they don’t respond.

This is a report on what Inclusion Solutions has done to try and bring a solution to the marketplace. Our hope is to have a discussion with the QSR industry and ask what they want to do to address this issue, if anything.


MARKET SIZES

Drive Thru Business Starbucks 35%Culver’s 50%

McDonald’s 60-75%Sonic almost 100%

Taco Bell 85%

Depending on the brand and the location, the drive thru can be up to almost 70% of a

restaurants business.

CustomersDeaf - 2 million

Hard of Hearing - 26 MillionLanguage Barriers - ?

(The groups are culturally different but all are affected)

About 10% of the US has some level of hearing loss


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UNDERSTANDING THE NEED!!

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6400 Deaf and People who are Hard of Hearing

86% of respondents dine at fast food restaurants – and over 41% dine there several times a week.

78% of respondents have had difficulty placing a fast-food order and 42% have left a Drive-Thru line in frustration because they were unable to communicate.

94% of people surveyed indicated they would be likely or highly likely to visit a restaurant that put in a Drive-Thru system to improve access for persons who are deaf or hard of hearing.


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ADVOCACY GROUPS ASK RESTAURANT INDUSTRY TO FIX PROBLEM

NAD Memo !

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Howard Rosenblum, CEO NAD


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INDUSTRY NEWS ON THE SUBJECT

QSR Industry

Hearing Loss Industry

Diversity/HR

Industry


PREVIOUS LITIGATION OR COMPLAINTS


INCLUSION SOLUTIONS EFFORTS!"#$%&'(%$)*+$,$-+$.''/&0$-1+$2345%$6$7'$.89%$$

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ORDERASSIST THE PRACTICAL SOLUTION TO THIS COMMUNICATION PROBLEM

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<+#),/%2';;.+)2"='+%*-"+%OMB No. 1545-1205 Disabled Access Credit 8826 Form

Attach to your tax return.

AttachmentSequence No. 86

Department of the TreasuryInternal Revenue Service Identifying number Name(s) shown on return

1

1

Total eligible access expenditures (see instructions)

2

250 00 $ Minimum amount

2

3

Subtract line 2 from line 1. If zero or less, enter -0-

3

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$10,000 00 4

Maximum amount

5

Enter the smaller of line 3 or line 4

5

6

Multiply line 5 by 50% (.50)

6

Disabled access credit from partnerships and S corporations

7

7

8

Add lines 6 and 7, but do not enter more than $5,000. Partnerships and S corporations, report thisamount on Schedule K; all others, report this amount on the applicable line of Form 3800 (e.g., line1g of the 2006 Form 3800)

8

Form 8826 (Rev. 12-2006) Cat. No. 12774N

For Paperwork Reduction Act Notice, see back of form.

(Rev. December 2006)

Section references are to theInternal Revenue Code.

General Instructions

What’s New The tax liability limit is no longerfigured on this form; instead, it mustbe figured on Form 3800, GeneralBusiness Credit. Taxpayers that are notpartnerships or S corporations, andwhose only source of this credit isfrom those pass-through entities, arenot required to complete or file thisform. Instead, they can report thiscredit directly on line 1g of Form3800. The IRS will revise this December2006 version of the form only whennecessary. Continue to use thisversion for tax years beginning after2005 until a new revision is issued.

For purposes of the definition: Gross receipts are reduced by

returns and allowances made duringthe tax year, An employee is considered fulltime if employed at least 30 hoursper week for 20 or more calendarweeks in the tax year, and All members of the samecontrolled group and all personsunder common control generally areconsidered to be one person—seesection 44(d)(2).

Definitions Eligible Small Business

Purpose of Form Eligible small businesses use Form8826 to claim the disabled accesscredit. This credit is part of thegeneral business credit.

For purposes of the credit, aneligible small business is anybusiness or person that:

Elects (by filing Form 8826) toclaim the disabled access credit forthe tax year.

Eligible Access Expenditures

Eligible access expendituresinclude amounts paid or incurred: 1. To remove barriers that preventa business from being accessible toor usable by individuals withdisabilities;

2. To provide qualified interpretersor other methods of making audiomaterials available tohearing-impaired individuals; 3. To provide qualified readers,taped texts, and other methods ofmaking visual materials available toindividuals with visual impairments;or 4. To acquire or modify equipmentor devices for individuals withdisabilities. The expenditures must bereasonable and necessary toaccomplish the above purposes. Eligible expenditures do notinclude expenditures in 1 above thatare paid or incurred in connectionwith any facility first placed inservice after November 5, 1990. Eligible access expenditures mustmeet those standards issued by theSecretary of the Treasury as agreedto by the Architectural andTransportation Barriers ComplianceBoard and set forth in regulations.See section 44(c) for other details. Disability. For an individual, thismeans: A physical or mental impairmentthat substantially limits one or moremajor life activities, A record of such an impairment, or

Being regarded as having such animpairment.

For purposes of the credit, theseexpenditures are amounts paid orincurred by the eligible smallbusiness to comply with applicablerequirements under the AmericansWith Disabilities Act of 1990 (PublicLaw 101-336) as in effect onNovember 5, 1990.

Had gross receipts for thepreceding tax year that did not

exceed $1 million or had no morethan 30 full-time employees duringthe preceding tax year and

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WORKING WITH ONE COMPANY

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5 years ago, Founder, Craig Culver from Culverʼs said YES to OrderAssist


WHO WILL LEAD?

This woman used a drive thru for the first time in her life…

Simply, because Culver’s made it welcoming with OrderAssist

What will it take for others to follow?Tuesday, October 4, 2011

25 COMPANIES Inclusion Solutions has met with 25 of the largest companies to discuss problem/solution

Conclusion – no one person in a company knows how to handle this issue.

Legal – plays defense unless litigation is on the table

Marketing – not convinced of brand enhancement value – can see the charity but not the customerOperations – doesn’t fit the parameters of speed and accuracyDiversity – generally not decision makers Public Relations – understand the benefits and threats but don’t make buying decisions


FRANCHISE MINDSETParent companies feel that they have legal protection from the ADA because of franchise model

If a franchise gets sued, the parent company settles quickly so it doesn’t turn into a class action issue

Companies hire “friendly” ADA consultants that help them get out of immediate trouble…

Those solutions solve a short term problem but don’t address the issue as a whole.

We have seen most solutions meeting minimum requirements vs. customer centric solutions

Signs and Settlements


THE CASE FOR DRIVE -THRU ACCESS - Inclusion Solutions€¦ · Drive Thru Business Starbucks 35%...

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