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Implementing the Right Technologies to Make Your Restaurant Contactless |

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Implementing the Right Technologies to Make Your Restaurant Contactless |

But today’s health risks are forcing more extreme and immediate contact-free business protocols, especially for restaurants, coffee shops, retailers, and other service-industry businesses that, until now, were highly personally interactive.

Fortunately, technology is keeping up. It’s never been easier to make your restaurant business contactless.

By implementing the right contactless business tools and practices right now, you can eliminate unnecessary interactions between staff and customers and make your efforts more profitable, efficient, and contemporary along the way. In this guide, we’ll cover everything you need to implement touchless efficiencies.

Picking the Best Approach for You

There’s no one right way to redesign your business to be contactless. But there are crucial elements, and we’re not talking swapping a handshake for an elbow bump. Contactless business relies on the implementation of technology to allow customers to:

  1. Shop or order remotely or without staff interaction
  2. Minimize face-to-face customer service and other high-touch business elements

Technology that can help with this includes websites, apps, plugins, operating systems, and more. Some you can create yourself (hello, “Beer-O-Mat” contactless pickup at an Oakland, California brewery!) or with the help of a little tech support. Others are full-blown systems that require fees and come with access to a support team. (We share more about both below.)

How much technology you need to support contactless business depends on your company and its scope. For example, a small neighborhood deli may be able to handle posting their menu on their website, taking orders and credit card payment over the phone, then creating a pickup area where customers can grab their order when it’s ready. Technically, that’s contactless.

But imagine if Starbucks only offered in-person or phone orders; they’d have a line of customers around the block and a busy signal or an army of phone receptionists and baristas. They’d also surely lose the business of people who don’t want to wait or are uncomfortable being around crowds.

Or what about a restaurant that wants to provide sit-down service without too much close-up interaction between customers and staff?

As you read on, consider what contactless options you need to create the most successful interactions with your customers, then implement technology to support it. It will not only create a safer work environment for your team and your customers, but it will also help keep labor costs down, streamline operations, and keep you at the forefront of business trends that are here to stay.

Gone are the days of simply providing a reusable menu to customers, be it for a restaurant, a hotel for in-room dining, or even a car wash. Holding a menu that’s been grasped by hundreds of others is about as welcome right now as group photos and indoor weddings.

Sure, you can print your list of services on paper and have customers discard it after use, but that’s wasteful and still requires interaction. Instead, celebrate the contactless, or digital, menu that can be accessed from anywhere through a smartphone or computer.

A contactless menu can be as simple as a website listing or social media image or as fancy as a custom app. Since it’s common for diners to review menus online before choosing a restaurant, it’s in your best interest to showcase your menu regardless. However, whether customers place a phone or on-premise order, allowing them to access your information through their own technology eliminates the need for handing anyone a menu. Bonus: Changes made on a digital menu don’t require reprinting!

For on-premise interactions, engage your customer with the help of a QR code. This square block of black and white symbols is easily programmed through any number of QR code websites to carry your information (such as menus), links, coupons, and more.

Create your own QR Code design by remixing the templates above. Note that you’ll need to replace the QR code with one of your own.

Some of the many QR code generators include Kaywa (fee-based), QR Code Generator (free), Flowcode (free for the first 20 codes generated), and ecommerce website Shopify (free). Then link your QR Code to a menu or website destination–Adobe Spark has beautiful menu templates, specifically designed for smartphone screens. (Leverage a free 60-day Spark trial to try all of Adobe’s design and marketing tools for free.)

Post your QR code outside your business or, for seated dining, on a table tent in the center of each table so diners can scan it with their smartphone and access your menu. Since in this scenario, customers will be looking at a menu on their phones, make sure it’s designed with small screens in mind. The following templates put you on the fast track.

Digital Menu Design Tips

  1. Think about where you’re hosting your menu.
    This tip will help you determine what dimensions your menu should take. If you’re using social, for instance, make sure you resize your graphic to fit the optimized aspect ratio for each channel. And consider vertical aspect ratios to fit today’s modern smartphones.
  2. Use a grid. And pay attention to hierarchy.
    Designing along columns and rows helps to bring order to your menu. Break your menu into sections, with clear, consistent headers to help readers easily navigate.
  3. Use easy-to-read fonts.
    Save the fanciful typography for bigger and bolder posters and signage. In general, a modern san serif font makes for easier web reading.
  4. Keep colors to a minimum.
    Too many can be distracting and leaves greater room for clashing. Pick three colors or cycle through Spark’s smart, designer-approved color palettes. Bonus points for reinforcing your brand colors here!
  5. Cut what isn’t necessary.
    Remember that your customers will likely be reading this menu on a tiny screen, so the more concise the better. A digital menu is probably not the place for a paragraph about the origins of your most famous dish. Save those juicy details for the Instagram Story series that entices people to click through to the menu. Then make sure your naming and copy is consistent and you offer pertinent information, such as price.

Upleveling Your Contactless Ordering

While digital menus are the low-hanging fruit of minimizing contact, recent technology goes a lot further. Today’s self-serve opportunities are straight out of a sci-fi film. For example, digital service provider GoTab offers QR code functionality that allows users to browse menu selections, order, and even share or split the bill, calculate the tip, and keep the tab open until they’re ready to close it out. According to the company, the platform is used by hundreds of restaurants, including those owned by famed chef José Andrés.

Other functionalities from such providers can include:

  • contactless reservations
  • waitlist sign-up
  • online check-in
  • access to royalty and rewards programs
  • the ability to review past orders, save favorite customized orders, and reorder favorites.

Today’s benefits of contactless ordering go beyond creating a safe interaction; they help you provide customers a top-quality experience, give you important insights into your customers, and provide tools to foster loyalty.

Of course, there are other options for online ordering as well, including creating ordering functionality within your website. This is a great way to avoid ongoing fees associated with partnering with third-party online ordering and delivery app vendors such as DoorDash and Grubhub. Take San Francisco’s Om Indian Cuisine restaurant, for example. Their website’s online ordering, powered by EZMenus, is basic but it works just fine and keeps the profits in their pocket.

To make your website ecommerce-compatible, it will need to be on a platform that can implement a digital shopping cart and payment functionality. If your site is on WordPress, you can use plugins like WooCommerce (which enables users to add items to a shopping cart) and Stripe or Square (which processes payments) . Some companies simply build their site on Shopify, which is focused on ecommerce but is limited in its design and content functionality. A conversation with a knowledgeable web developer will help you know what’s best for your business.

Implementing Touchless Payment Options

One of the more uncomfortable transactions of in-store shopping during a pandemic is touching touchpads that have been fingered by countless other customers. Another is handing over cash and receiving change that has passed through an untold number of hands. As customers look to avoid touching surfaces, encourage them to use their mobile devices or contactless cards, disable the signature screen, and skip the receipt screen.

Whatever kind of business you run, you can create an online ordering page with Square Online Store and offer curbside pickup and delivery by your in-house staff or a third-party courier. The online ordering page automatically integrates with all Square POS apps, Order Manager, and Customer Directory.

If you only have a single product to sell or don’t need a whole online store, you can use Square Online Checkout to create shareable purchase links. Give whatever you’re selling a name and price, create the link, and then add it to your website, blog, email, texts, or social posts.

Even without an online store, you can take payments remotely. You can use invoices to request and collect online payments for goods and services — no matter where you are. Customers can pay invoices from their mobile phone or computer with their debit or credit cards.

Another option for collecting payments and making sales online is a virtual terminal, which turns your computer into a point-of-sale and allows you to key-in and charge credit and debit cards from your web browser. You can also use a virtual terminal to schedule recurring quick-charge or itemized sales for repeat customers.

Contactless payment eliminates the hassle, and it’s not just available through apps, such as those mentioned above. You can also employ technology compatible with tap-to-pay credit cards and mobile wallets (think Apple Pay and uploaded credit cards). These eliminate the threat of cross-contamination. They also expedite payment faster than traditional transactions and are more secure than credit cards.

Provide Contactless Receipts

With contactless payment comes the option of contactless receipts, sent via email or SMS, and the option to forgo a receipt altogether. This has myriad benefits—it eliminates paper waste and associated costs and decreases unnecessary contact with customers.

Making an Easy & Delightful Pick-Up Process

How to go Contactless (for businesses): contactless pickup signboard

In-house seated dining requires servers to drop food and drinks at the table, but counter service and takeout offerings afford another opportunity for safe, distanced food or merchandise pickup. To make this happen, post a sign that clearly shows pickup location. Then come up with a system for contactless pickup.

Here are four ideas for a great contactless pickup for the customer:

  • Request that customers call or text upon arrival so you can place their item in the pickup location. This is a great solution for a small operation who still wants to ensure there’s some human-to-human interaction and even potential for day-lifting emoji-filled exchanges.
  • Follow the lead of Peet’s Coffee; they place freshly made coffee drinks marked with the customer’s name on a counter where they can be retrieved. Just make sure the pickup location is spacious with easy access; no one wants to shimmy past another customer to retrieve their burger and fries.
  • Follow the cue of businesses like Caviar and institute curbside pick-up. While not completely contact-less since you’ll need runners to pass off packages to customers in their cars, this option is efficient and safer than indoor pick-up options. Create clear guidelines for how packages should be exchanged and make sure both parties take precautions, such as wearing masks.
  • Have fun with it! Your pickup space is an opportunity to delight your guests and market your personality to your customers. That “Beer-O-Mat” mentioned above? It’s just a giant, colorful facade with a window for staff to hand out beer. But it amuses customers, and it generated free publicity in the local paper.

Promoting Your Contactless Experience

If you’re going to invest in moving your business to a touch-free model, make sure you’re letting your customers know! Not only does providing clear instructions and signage aid the customer experience, but posting about your new protocols on social media could lure customers back and have you back in business, stronger and more modern than ever.

Why Contactless Protocols May Be Here to Stay

Prioritizing a contactless purchasing experience may not have been top of mind at the beginning of 2020. But like many things, the restaurant and other retail industries are being forced to evolve at lightning speed in order to survive, thrive, and provide a safe experience for staff and customers.

Fortunately, all of the contactless business tools and ideas listed here are important for evolving and streamlining your business regardless of today’s circumstances. There are other, important benefits to these protocols, which will continue to deliver long after the pandemic is behind us.

Consider the waste-minimizing benefits of offering digital menus, which also means fewer printing costs. Cashless payment systems can introduce accounting efficiencies to help you make more data-driven decisions. Even more impactful to the bottom line: think about how these digital interactions are helping you to get closer to your customers online, where you can more easily reach them again, gather feedback, or learn about their preferences. Not only do these protocols keep your business safely running, but they open up a world of opportunities to transform how you connect and ultimately convert your customers in the long term.

Erika Lenkert is a veteran food and drink writer based in San Francisco. She is founder and editor in chief of GFF: Gluten Free Forever Magazine.

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Column | Troubled ‘turbantor’ Harbhajan and his aggressive instincts

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The retirement of Harbhajan Singh from all forms of competitive cricket in December 2021 brought to close the career of a gifted cricketer who courted controversy at every turn of his career. During the first years of the 21st century, he was arguably the best spin bowler in the world and though his wicket-taking abilities hit a plateau after that, he sustained himself by the versatility that saw him play all formats of the game at the highest level with reasonable success. He was a regular in the national side and part of the team that won the International Cricket Council (ICC) T20 World Cup in 2007 and the ICC World Cup in 2011. Though he lost his place in the national squad in 2015, he continued playing in Indian Premier League (IPL) till he chose to hang up his playing boots last month.

Harbhajan Singh

Chennai Super Kings bowler Harbhajan Singh bowls during the 2019 Indian Premier League (IPL) match. Photo by Sajjad Hussain/AFP


Harbhajan kickstarted his career during the 1997-98 season when he found himself playing for the national side in March 1998 within four months after making his debut for Punjab in Ranji Trophy. His performances at the junior level and the absence of top quality off-spin bowlers were factors that prompted the selectors to try out this rookie bowler, then still in his teens. He did not set Kaveri on fire on his Test debut, which took place against Australia at Bangalore. Within one month, he made his bow in One Day Internationals (ODIs) as well but a string of below-par performances saw him lose his place in the side soon thereafter.

Harbhajan Singh

Indian off-spinner Harbhajan Singh appeals to the umpire at Buffalo Park in East London 19 October 2001. Photo: Tirsa Ellis/AFP


After going through a period of near oblivion when he was also thrown out of a training programme in National Cricket Academy on charges of indiscipline, Harbhajan staged a comeback to the national side in the winter of 2000-2001 with a performance that will be remembered by followers of the game in India for all times. Australia, led by Steve Waugh, had landed in India to conquer the “final frontier”. The visitors were on a high, having won the previous 15 matches on the trot and looked forward to creating a new world record with 17 consecutive triumphs in Tests, while also winning the series. And when they won the first Test at Mumbai by a margin of 10 wickets, everyone thought that they were on their way to attaining both their goals.

Harbhajan Singh

Indian players incluing Sourav Ganguly (R), Harbhajan Singh (3rd L), Shiv Sundar Singh (fourth from L, with helmet), VVS Laxman (2nd from R) run to celebrate India’s victory over Australia. Photo: Arko Datta/AFP


The Kolkata Test against Australia in February 2001 is known as “Laxman’s Test”, for his knock of 281 runs in the second innings which helped India to script a magnificent turnaround and win this game, after trailing in the first innings by 274 runs. Harbhajan also had a crucial role to play in this victory as he took 13 wickets (7 for 123 in first innings and 6 for 73 in the second), including a hat-trick on the first day. In the last Test at Chennai, Harbhajan again played a stellar role, bagging 15 wickets for 217 runs (7 for 133 in first and 8 for 84 in second innings) to finish the series with a tally of 32 wickets. Aussie batsmen did not have any answer for his wiles and even such accomplished performers as Rickey Ponting and Adam Gilchrist appeared shell-shocked while facing him. Australian media nicknamed him as “Turbanator”- a tribute to his destructive capacity with the ball.

Harbhajan Singh

Indian spinners Anil Kumble (L) and Harbhajan Singh at the Ferozeshah Kotla ground in New Delhi. Photo: Ravi Raveendran/AFP


Harbhajan’s career did not ever attain the stratospheric heights that this performance promised. The surfeit of limited overs’ cricket made him focus more on restricting runs than on “buying” wickets. This resulted in bowling a flatter line without “giving the ball air”; the classic loop which is the hallmark of a top-class off-spinner also disappeared. This made him a less destructive bowler except on helpful surfaces and the returns also started growing thinner. When Anil Kumble returned to the side after recovering from an injury, Harbhajan moved into the slot of support spin bowler.

Harbhajan Singh

Injured spinner Harbhajan Singh watches the action on the first day of the third Test Match being played at the MCG in Melbourne 26 December 2003. Photo: William West/AFP


A finger injury caused Harbhajan to return home during the tour to Australia in 2003-04. He returned to the side the next season and was amongst wickets with most of the games being played at home. However, the arrival of Greg Chappell as coach and the exit of Sourav Ganguly as captain of the national side in 2005 caused hiccups in Harbhajan’s career. He was the first Indian cricketer to publicly criticise Chappell and his methods and said that the coach was “instilling fear and insecurity” in the side. Though his explanation was called for, Harbhajan managed to escape action and issued a statement lauding Chappell soon thereafter!

Harbhajan Singh

Gerg Chappell (L), talks with Harbhajan Singh (R), during a net practice session at The Punjab Cricket Association (PCA) stadium in Mohali. Photo: Raveendran/AFP


Harbhajan found himself in the midst of one of the biggest controversies in cricket when India toured Australia in 2007-08. In the second Test at Adelaide, Australia lodged a formal complaint that he indulged in racial abuse against Andrew Symonds. The relations between the two sides were at a low ebb and this incident even threatened to disrupt the conduct of the remaining part of the tour. Harbhajan vehemently denied the charges and the Indian team management supported him. But Mike Proctor, the match referee, found him guilty and slapped a punishment. India promptly appealed against this verdict and got a stay, which allowed the tour to go on. Eventually, the ICC appeals Commissioner Justice John Hansen overturned the verdict of the match referee and absolved Harbhajan.

Harbhajan Singh

(L to R) Australian players Ricky Ponting, Michael Clarke, Andrew Symonds and Matthew Hayden are seen along side Indian player Harbhajan Singh and assistant Indian team manager M.V. Sridhar prior to the start of the appeal hearing against a three-match ban imposed on Indian cricketer Harbhajan Singh by the ICC at the Adelaide Federal Court, 29 January 2008. Photo: Robert Cianflone/Pool/AFP


Controversy continued to dog Harbhajan even after the closure of this episode. During the Indian Premier League (IPL) matches in 2008, he slapped fellow India teammate S Sreesanth after the game between Kings XI Punjab and Mumbai Indians, which the latter side, led by Harbhajan, lost. The slapping of a national player in full view of television cameras drew widespread criticism and Board of Control for Cricket in India (BCCI) moved fast and initiated action against Harbhajan.

Harbhajan Singh

Indian cricketers Harbhajan Singh (L) and S Sreesanth. Photo: AFP


Incidentally, this was not the first time that Harbhajan had got physical with Sreesanth. During the Champions Cup trophy match in 2007, he had shoulder charged the fast bowler when he was walking to the top of his bowling mark. BCCI had chosen to ignore this incident despite it being witnessed across the country. But the “slapgate” was too serious to be brushed under the carpet and Harbhajan was barred from playing the remaining matches of that season of IPL, besides a five-match suspension from ODI’s.

Harbhajan’s international career took a severe reverse when he was injured during the tour to England in 2011. He was not selected for the tour to Australia in 2011-12 and his appearances in international matches became sporadic after that. He played his last Test in August 2015 and his final appearance in an ODI took place two months later, though he continued to play domestic first-class cricket till 2017. Since then, his appearances on the cricket field were limited to playing in IPL, where he picked up 150 wickets in 13 editions.

Harbhajan Singh

Harbhajan Singh hold his Man of the Series trophy after India defeated Australia by two wickets in the the third test, hence winning the series in Madras 22 March 2001. Photo: Ravi Raveendran/AFP


A tally of 417 wickets in Tests and 269 scalps in ODI’s makes Harbhajan the second most successful off-spinner to play for India, after Ravichandran Ashwin. He could also wield the willow effectively as evident from a total of 2,224 runs in Tests with 2 centuries and 9 fifties. He was also the first spin bowler from India to adjust to the demands of all versions of cricket effectively. But his tendency to create controversies and lack of amenability to discipline cast a cloud over his career which could have reached much greater heights given the prodigious talent he was blessed with.

Sreesanth

S Sreesanth with teammate Harbhajan Singh. Photo: Alexander Joe/AFP


Followers of the game from Kerala could be forgiven for not harbouring a soft spot towards this highly competitive cricketer as he is considered to be the bugbear of Sreesanth and the source of all troubles that the Kochi born pacer found himself in. News reports indicate that the two cricketers subsequently spoke to each other and resolved their differences. But it would be difficult for the fans to forgive so easily as the bad taste created by those incidents does not vanish quickly. The same is the case with cricketers and cricket-loving public of Australia, as could be understood from the observations in the autobiography of Gilchrist, despite Harbhajan and Symonds sharing the same dugout in IPL.

In retrospect, one is forced to conclude that it would have been better for Indian cricket if the aggressive instincts of Harbhajan Singh were channelled properly on the cricket field and outside.

(The author is a former international umpire and a senior bureaucrat)

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Sports Betting’s Next Big Election Battles Are in California

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Sports Betting’s Next Big Election Battles Are in California

TEMECULA, Calif. — Legal sports betting in the United States accelerated in 2021 as a flurry of states either overcame legislative logjams, as Ohio did just before Christmas, or signed off on online wagering, as New York did just after Election Day.

But those efforts are likely to pale in comparison to the all-out lobbying, campaigning and legal jousting in 2022 involving what a DraftKings executive recently called “one of the holy grails” in sports betting: California.

By November, Californians may be asked to vote on as many as four sports betting initiatives. That’s why deep-pocketed interests, including national sports books and Native American casinos, have been gearing up to spend $200 million to persuade voters in California to support their particular proposal — or to reject the others.

One measure that has already qualified for the state ballot, sponsored by powerful tribes in California, would add sports wagering, but only in person, at tribal casinos or horse racing tracks. Online betting initiatives, now gathering signatures, dangle the prospect of making bets anywhere through the internet. Others offer a middle ground.

If one of the measures passes, nearly two-thirds of Americans will live in states that allow or regulate sports betting. And with California and New York on board, sports wagering would essentially be national in scope, fueling a market that Goldman Sachs recently estimated could grow to $40 billion in revenues in a decade from $900 million now.

Yet gambling expansion in California has often fallen short or been torpedoed by competing interests. Indeed, California’s card rooms, which primarily operate around larger cities and offer a more limited range of games, just filed a lawsuit to invalidate the qualified tribal measure.

“We’re never going to get sports betting figured out at any level unless California comes on board,” Jason Giles, executive director of the National Indian Gaming Association, said at a recent sports betting conference at the Pechanga Resort and Casino in Temecula. “That will be the game changer for the United States.”

Since the Supreme Court’s decision in 2018 to strike down a federal law banning commercial sports betting in states other than Nevada, more than 30 states have authorized sports wagering, including about a dozen in the last year. More than 20 states have gone live.

New York just started mobile sports betting after awarding licenses for it to two coalitions featuring marquee names, Caesars Sportsbook and Bally’s Interactive. Gov. Mike DeWine of Ohio signed a bill legalizing sports betting in late December. And legislators in Wyoming and Arizona, among others, quickly approved sports betting.

“Look at this massive expansion across the country and where we are — it’s becoming very mainstream,” said Brandt Iden, a former state representative in Michigan who pushed to legalize sports betting in his home state. Iden is now head of government affairs for Sportradar, which collects and analyzes data for sports books. “I talk to legislators who say, you know what, I don’t support gambling, but everybody is doing it.”

Of the holdouts, Texas considered several bills in 2021, and some lawmakers expect momentum when the legislature reconvenes in 2023. Florida, meanwhile, is a mess: A federal judge recently blocked the Seminole Tribe’s new sports betting app, and DraftKings and FanDuel are racing to gather enough signatures to get a referendum on the 2022 ballot.

In California, gambling — mostly on slot machines and blackjack — has been legal for two decades on tribal lands under compacts negotiated with the state. The state also permits gambling at horse racing tracks, which was legalized in 1933, and card rooms, which trace their lineage to poker-playing miners during the Gold Rush.

Any changes would require constitutional amendments through a voter referendum, or legislation backed by the voters.

Previous attempts have bogged down; online poker, for instance, failed in part because the tribes themselves were split. But now there appears to be less resistance on moral and philosophical grounds.

“If we think about progressive legislation, or legislation to protect consumer welfare, California lies at the forefront, whether we want to talk about minimum wage or privacy protection,” said Marc Edelman, a law professor at Baruch College who has written extensively on sports gambling. “If California legalizes sports gambling it becomes very unlikely that another state would arise as the consumer-oriented opposer of sports gambling.”

This time, the push to expand gambling began before the pandemic, from a coalition of 18 tribes that have dominated casino gambling in the state.

Across the United States, tribal gambling generated $27.8 billion in revenue in its fiscal year from Oct. 1, 2019, to Sept. 30, 2020, despite the pandemic. California is the biggest state, with 66 tribal casinos on federally recognized lands, mostly far from the coast, yielding about $8 billion, with much of that coming from slot machines.

Under the tribes’ initiative, which is backed by a political action committee that has raised more than $13 million, sports wagering would be permitted at tribal casinos and horse tracks. Roulette and games played with dice, such as craps, would also be allowed under the proposal, which qualified for the ballot in May 2021 after collecting more than one million valid signatures.

One thing that is not included is online betting, because the initiative is intended to be “a very measured, incremental step,” said Mark Macarro, tribal chairman of the Pechanga Band of Luiseño Indians in Riverside County.

“We think this is the right thing to do for tribes and tribal sovereignty,” he said at the conference here. “There’s enough skittishness out there about what could happen to brick-and-mortar facilities.”

The initiative would also create a new civil enforcement tool allowing anyone suspicious of any illegal gambling operations to file lawsuits. It is this provision that has fueled two separate but related efforts by California’s card rooms to defeat the tribes, and to get their own sports betting measure passed.

California has more than 80 card rooms ranging from pub-like places with a few poker tables to sleek behemoths with 270 tables accompanied by restaurants and plentiful A.T.M.s. Collectively, they employ 23,000 people in urban areas, many of them Asian, Black and Hispanic, and pump in $300 million in federal, state and local tax revenues each year, according to the California Gaming Association, a trade group.

Many municipal budgets rely heavily on the card rooms to finance vital services and bolster juvenile justice and other programs, said Mayor Tasha Cerda of Gardena, which has two card rooms. She has backed an initiative that would permit sports betting at the card rooms, tribal casinos and racetracks, as well as allow for internet sports betting. That initiative has raised $450,000 to date. Meanwhile, some of the bigger card rooms have poured more than $24 million into a “No” campaign against the tribes’ initiative.

During a recent tour of Hollywood Park Casino in Inglewood, adjacent to SoFi Stadium, the host of the Super Bowl next month and the College Football Playoff national championship in 2023, Deven Kumar, the casino’s general manager, estimated sports betting could increase revenues — already hurt by the coronavirus pandemic — by 20 percent to 25 percent. He and James T. Butts Jr., Inglewood’s mayor, warned that the tribes’ civil enforcement provision could drain their existing business by up to 75 percent, compounded by the inevitable legal costs.

“They are attempting to make gambling a monopoly at the expense of others,” Butts said. “They are not the disenfranchised group they once were. The minority majority cities deserve the opportunity for equity as well.”

In the city of Hawaiian Gardens, where the Gardens Casino supplied 68 percent of the tax revenues in the 2019-20 municipal budget, Keith A. Sharp, the casino’s general counsel, said sports betting could transform Sundays at the casino — now mostly empty — into bustling periods where customers could wager on N.F.L. games while also playing baccarat or other games.

If the card rooms were hobbled, however, Nary Chin, a longtime card dealer and single mother of four, said she feared for her future.

“I learned English in the card room, not school,” said an emotional Chin, who immigrated from Cambodia in 1984. “I am very grateful. This is my home. If I didn’t have this job, I don’t know what I’d do.”

The third initiative comes from online sports books, including DraftKings and FanDuel, that want to enter California for the first time and offer online betting.

The measure requires those companies to partner with tribes, and its supporters say voters can pass both their initiative and the tribes’ in-person one. Most of the state’s profits would be dedicated to homelessness measures, and to the tribes themselves. It would also allow betting on nonathletic events, like award shows and video game contests, but not youth sports or elections, according to the nonpartisan Legislative Analyst’s Office.

“We view brick-and-mortar as very complementary to mobile,” Jonathan Edson, FanDuel’s senior vice president for business development, said at the sports betting conference.

“California is one of the holy grails in sports,” added Jeremy Elbaum, senior vice president for business development at DraftKings.

The supporters, buffeted by an initial $100 million from seven sports books, have lined up mayors in Long Beach, Oakland, Fresno and Sacramento, plus advocates working to combat a homeless crisis. They are confident they will collect enough signatures to be certified by the June ballot deadline.

“We are focused on ongoing stable revenue to fund the key programs that we know we need,” said Tommy Newman, vice president for engagement and activation at the United Way of Greater Los Angeles. “If we’re honest, this is regulating and capturing value from something that is happening, for people in communities that absolutely need the investment.”

In November, a fourth initiative arrived supporting both online and in-person betting, backed by a different group of tribes, including the Rincon Band of Luiseño Indians and the San Manuel Band of Mission Indians.

“Out-of-state and international gaming operators want to rewrite the balanced system California has created so that the future belongs to them, paying a pittance to serious local and statewide social problems, and trying to divide the Tribes by offering temporary riches to a few while taking future growth opportunities away from the rest,” the tribes wrote in their application to the California attorney general.

A lawyer for the tribes, Scott Crowell, did not respond to messages seeking comment.

Some gambling analysts believe that a plethora of initiatives may confuse voters, who may just say no to everything. Another wild card is a lawsuit filed in December by two card rooms claiming that the qualified tribal initiative violates the state constitution, which says initiatives can focus only on one subject, because the tribes are trying to add retail sports betting as well as add more table games.

Still, no matter the outcome of the lawsuit or the ballot measures, many sports and technology companies are building audiences through free-to-play games, contests, fantasy sports and national marketing campaigns, even in states where sports betting has not yet been cleared, said Rob Phythian, founder and chief executive of SharpLink Gaming, a technology company.

Teams like the Minnesota Vikings have hired companies like SharpLink to build fantasy games. That could be consequential in California, where there are 19 teams in the N.F.L., M.L.B., N.B.A., N.H.L. and W.N.B.A. — by far the most of any state.

“We’re just a bridge to betting,” Phythian said. “It’s sort of like training the muscle.”

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Addressing maternal health inequities | AAMC

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Addressing maternal health inequities | AAMC

Kysha Shaw lives with a lot of uncertainty. Among other things, the 42-year-old single mother of three worries about COVID-19, schools closing, and drug use and crime in her West Baltimore neighborhood.

“I love this community, but it can be really sad,” she says. “You see people begging for shoes and clothes. You might see someone slumped over with a needle in their arm. People sell drugs in front of the convenience stores.”

But Shaw is determined to keep herself and her children healthy, which she’s done thanks in part to an innovative effort called B’more for Healthy Babies Upton/Druid Heights (BHB U/DH). Founded in 2011, the program is part of a citywide initiative and is a partnership between the local community, the University of Maryland Medical Center, and the University of Maryland, Baltimore.

BHB-U/DH supports mothers and babies in West Baltimore, where 92% of residents are Black and 66% of children live below the federal poverty level. It provides prenatal education, support groups, smoking cessation, some rental assistance, and connection to a range of social services. Among other achievements, the effort has reduced infant mortality by 75%.

Experts believe that programs like BHB U/DH are essential if the United States hopes to address the inequities in maternal health found in so many crowded cities and remote rural towns.

The statistics are striking: Black and American Indian/Alaskan Native women are two to three times more likely to die from pregnancy-related causes than White women. Black women are twice as likely to experience serious perinatal complications. And early indicators suggest that COVID-19 is only exacerbating such inequities.

What’s more, advanced degrees and full bank accounts don’t close the gap. In fact, a college-educated Black woman faces a 60% greater risk of maternal death than a White woman with no high school diploma. Why is that? Experts point to the effects of subtle and explicit racism as well as weathering, the biological fallout of ongoing stress that can cause premature aging and related health problems.

Faced with this worrisome reality, researchers and providers are working to improve the health of vulnerable pregnant people before, during, and after childbirth.

“It’s incredible, some of the things I’ve heard our moms go through when they’re seeking care. It’s heartbreaking.”

Kamilah Dixon-Shambley, MD
Medical director of Moms2B

“Inequities are so pervasive and persistent that they require multisector efforts,” says AAMC Health Equity Research Analyst Funmi Makinde, MPH. “We need to address transportation, employment, and housing as well as physician shortages, and we need more diverse providers. We need high-quality data that are shared publicly to ensure accountability. The list goes on.”

Throughout all this work, it’s crucial to include the perspectives of patients who are often overlooked, experts say. In one recent survey, 20% of Black, biracial, and Latinx people felt their medical requests were refused or ignored, compared with 11% of White people.

“It’s incredible, some of the things I’ve heard our moms go through when they’re seeking care. It’s heartbreaking,” says Kamilah Dixon-Shambley, MD, medical director of Moms2B, an Ohio State University Wexner Medical Center program that provides yearlong supports and health education to low-income new and expectant mothers. “It’s crucial that patients and the community can trust their providers.”

Below, AAMCNews profiles multifaceted efforts to address maternal health inequities across the country.

Data that save lives

In 2006, California officials noted a worrisome trend: Maternal mortality was on the rise, even as the state recorded the most births nationwide.

Hoping to reverse the disturbing death rate, they turned to Stanford University School of Medicine to co-found the multistakeholder group that became the California Maternal Quality Care Collaborative (CMQCC).

Serious number-crunching has fueled much of the CMQCC’s work. For one, it collects and analyzes hospitals’ raw data to quickly identify areas ripe for improvement, including racial and ethnic disparities.

“We send hospitals back reports, and they are flabbergasted when data are broken down by race and ethnicity. They may see that their Black patients have 6 percentage points higher C-section rates than Whites,” says CMQCC Medical Director Elliott Main, MD. “That really spurs them on to look at addressing racism in labor and delivery.”

CMQCC experts also use data to identify the need for and then create step-by-step provider toolkits on key causes of birth-related complications. One on postpartum hemorrhage, which covers such crucial moves as measuring and effectively treating blood loss, reduced disparities between Black and White patients by nearly 80%.

“The standardized protocols in toolkits take away a lot of provider subjectivity,” Main says. “Subjectivity is the entrée for biases that impact patient care.”

And hospitals in the collaborative — there are more than 200 of them — can receive training on implementing the toolkits. “A toolkit that sits on the shelf does nothing,” he adds.

“We send hospitals back reports, and they are flabbergasted when data are broken down by race and ethnicity. … That really spurs them on to look at addressing racism in labor and delivery.”

Elliott Main, MD
Medical director of the California Maternal Quality Care Collaborative

All of these efforts have borne fruit: Since the launch of the collaborative, California’s maternal deaths have dropped by 65%.

Now, the CMQCC is crafting additional equity-related recommendations, such as handing expectant patients a staff-signed commitment promising to treat every patient with dignity and engage them in all birth-related decisions.

Also high on the CMQCC agenda is assessing the approaches of maternal mortality review committees, the bodies that study every pregnancy-related death.

“Often a problem is that review materials are medical-centric, and obviously the patient can’t tell her own story,” says Main. “We’re now exploring interviewing family members who lost a relative for their perspective. I think that’s going to be the future of committee reviews.”

Hands-on help

Pregnancy always brings some stress, but the tension is much higher for patients who struggle to understand English and the intricacies of the U.S. health care system.

That’s why Crista Johnson-Agbakwu, MD, founded Valleywise Health’s Refugee Women’s Health Clinic in Arizona in 2008.

Since then, the Phoenix-based center has served more than 16,000 patients, many from countries across Africa. Arizona, which ranks high on the list of states resettling refugees, is now integrating evacuees from Afghanistan, says Johnson-Agbakwu.

“These are people who have escaped war and gender-based violence and other human rights atrocities,” she notes. “It’s important to understand the communities’ needs and meet the priorities they identify.”

To help do that, the clinic hires cultural health navigators (CHNs) — lay health care workers steeped in the culture and language of those they serve. “CHNs deeply understand patients’ background, religion, and lived experience and can interpret their health care through those lenses.”

CHNs offer patients ongoing supports, from accompanying them to prenatal visits to facilitating a smooth hospital discharge. And they can chart all interactions in electronic health records so that physicians know what’s been done or discussed.

“These are people who have escaped war and gender-based violence and other human rights atrocities. It’s important to understand the communities’ needs.”

Crista Johnson-Agbakwu, MD
Founder of Valleywise Health’s Refugee Women’s Health Clinic

Like Baltimore’s BHB, Ohio’s Moms2B, and similar programs, the clinic’s supports are accompanied by classes on perinatal health. But its offerings include a tour of the hospital labor and delivery unit — a crucial support for participants unaccustomed to Western, medicalized births.

“Things like IV lines and beeping noises and blood pressure cuffs can be very scary for this population,” says Johnson-Agbakwu. “They’re used to being mobile in labor and can interpret what we do as tying them to the bed. The tour helps demystify a lot of this.”

In all its work, the clinic strives to honor patients’ perspectives. “We try to go beyond checking the boxes of ensuring medical care,” she says. “We are engaging in care that’s anchored in mutual respect. That’s a piece that can be missing in achieving maternal health equity.”

Reaching rural patients

Many of the patients treated by Vidant Health in eastern North Carolina face significant pregnancy-related risks. More than half are overweight or obese, and many have diabetes or hypertension. The poverty rate of this population is twice the national average, and nearly all live in remote rural areas.

Black people — who comprise roughly a third of Vidant’s birthing patients — often fare the worst. In one recent nine-year period, they represented nearly 70% of maternal deaths in the region.

And Vidant Medical Center, based in Greenville, is the only large hospital in an expanse covering 29 counties.

Since 2017, Vidant has been working to support providers throughout the region in efforts to ensure high-quality care during obstetrical emergencies.

One major focus is drills in birth-related crises. These simulations — hundreds have been held in 18 hospitals over the past three years — cover emergency cesarean sections, maternal resuscitation, and more.

The scenarios unfold realistically: A Vidant staff member assumes the role of a patient, and the local team races to save her — calling for emergency assistance, rushing to get instruments, and suggesting necessary maneuvers.

“In a small hospital, these emergencies happen maybe once every two or three years,” which makes it tough to keep skills fresh, says James deVente, MD, PhD, medical director of obstetrics at Vidant Medical Center. “We give them a chance to practice skills over and over so that when something actually happens, they’re ready.”

Traveling to provide training is not always the best option, though. So Vidant providers have also logged thousands of hours advising local providers on how to handle their toughest perinatal cases.

Now, in an effort launched in July 2020, Vidant experts also remotely treat high-risk patients, working in collaboration with 15 local obstetricians.

“Patients often need to drive 60 miles or more each way to be seen [at Vidant],” says Alan Sacks, MD, who heads the Maternal Outreach Through Telehealth for Rural Sites (MOTHeRS) Project. “Appointments can be a costly ordeal in wages lost for a day off from work, child care, and transportation. The project is patient-centered. We basically go to them.”

In addition to telehealth services like remote ultrasound, the effort screens all participants for food insecurity. Those in need immediately receive a food package and are connected to a local food bank. All patients with diabetes or obesity also receive ongoing nutrition counseling.

Sacks highlights another key component of the program: mental health care.

“Mental health disorders carry a 50% increase in severe maternal morbidity and mortality. Nearly 9% of maternal deaths are attributable to mental health disorders. All of these figures are higher in African American patients. The situation and statistics are tragic and can fuel a worrisome intergenerational cycle.”

Looking ahead, Sacks hopes to expand the MOTHeRS Project to additional remote locations. Meanwhile, Vidant’s efforts so far have made a difference. For example, the infant mortality rate in the region dropped by 24% in recent years.

“There’s more work to be done,” says deVente. “But we set out to make this region a better place to give birth and be born, and I think we’ve succeeded in doing that.”

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