Operations Guide - Participants

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,
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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
Contents Understanding Controls and Guides
Acronyms, Abbreviations, Units, and Definitions
IX
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
C-55
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
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
or suggested ways of operating
›› Understanding event time
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
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
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

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.
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.
Self-Build Pavilions Delivery Guide on the standards, requirements, and best practice recommendations on the construction and
delivery of their Self-Build Pavilions.
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

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

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

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

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

›› 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
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
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
Sustainability Zone Satellite Car Park
Jubilee Zone Expo Village
Mobility Zone Facilities and Security Check

Workforce Car Park
Construction Staging
5 Operations Guide
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
Ex
po
VI
lla
ge
nity
ortu
Opp
an
ors
Al F rk
Pa
En etro
e
nc
tra
M
Al
Wa
sl
Su
sta
ina
bil
ity
y
Oasis
ilit
ob
M
Jubilee
Park
Operations Guide 6
‘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
Ex
po
Me
tro
Expo Site Sta
tio
n
Ex
po
Rid
er
Dr
op
-o
ff
Ta
xi D
rop
-o
ff
Pa
rki
ng
Sh Me
utt tro
le Ra
Dr il
op
-o
ff
Pa Ex
rki po
ng Rid
Sh er
Ar utt
riv le
al
Pla
za Wa
the lk fro
g
in
pa m
rk
rki
Pa
ng Tax
i
Pa
rki
ng
Pri
va
te
Ca
r
7 Operations Guide
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
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
Figure 1.6 Entrances into the Secure Site
Metro Plaza Opportunity Plaza

● Pedestrian Screening Area ● Pedestrian Screening Area
Al
Wa
sl
Mobility Plaza Sustainability Plaza

● Pedestrian Screening Area ● Pedestrian Screening Area
Operations Guide 10
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
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
Ex
po
VIl
lag
e
nity
ortu
Opp
an
ors
Al F rk
Pa
Al
Wa
sl
Su
sta
En etro
e
nc
ina
bil
tra
M
ity
y
ilit
Oasis
ob
M
Jubilee
Park
Operations Guide 12
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
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
Figure 1.10 Venues and Parks
Opportunity
Dubai Exhibition Pavilion
Centre
Ghayath Trail
n
orsa
Al F rk
Pa
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
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
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
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
Accreditation Pass (decommissioning phase)
Decommissioning 11 April 2021 – 9 October 2021 Accreditation Pass (event - valid up to 9 May 2021)
* The Organiser has built in an overlap to ensure a smooth transition period where both badges will be valid.
21 Operations Guide
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
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
Figure 2.2 Boulevard 2020 and Service Road
Boulevard 2020 Service Road
Ex
po
VIl
lag
e
nity
ortu
Opp
an
ors
Al F rk
Pa
En etro
e
nc
tra
M
Al
Wa
sl
Su
sta
ina
bil
ity
Oasis
y
ilit
ob
M
Jubilee
Park
Operations Guide 24
Figure 2.3 Back-of-House Streets
Back-of-House Streets
Ex
po
VIl
lag
e
nity
ortu
Opp
an
ors
Al F rk
Pa
En etro
e
nc
tra
M
Al
Wa
sl
Su
sta
ina
bil
ity
Oasis
y
ilit
ob
M
Jubilee
Park
25 Operations Guide
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
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.
27 Operations Guide
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
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
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.
33 Operations Guide
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

Decommissioning
Search Phase
and Load Out
Construction Phase
Expo 2020 Event Period
Sept 2020
Operational Waste
Construction, Fit-Out and Operational Waste Services Available
by Dulsco
Operations Guide 34
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.
35 Operations Guide
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: DMS@expo2020.ae.
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
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
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
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
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
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
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
n
orsa
Al F k
Par
Al
Wa
sl
Oasis
Jubilee
Park
Mobility Plaza Sustainability Plaza
45 Operations Guide
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
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
Ex
po
VIl
lag
e
nity
ortu
Opp
an
ors
Al F rk
Pa
En etro
e
nc
tra
M
Al
Wa
sl
Su
sta
ina
Oasis bil
ity
y
ilit
ob
M
Jubilee
Park
47 Operations Guide
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
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
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
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
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
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
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
Management
Reporting
Operations Guide 58
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
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

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© Expo 2020 Dubai®

Operations Guide VII

XII Operations Guide

Operations Guide XIII

XIV Operations Guide

To assist participants in managing their activities, the Organiser has

Construction Site Access and Site Expo Site Roads

XVI Operations Guide

Figure B Site Road Arrangement

Plot/Pavilion Possession and Contractor C-06 Participants’ project manager(s), supervision

Operations Guide XVII

Construction Activities Sequence and Logistics Plot/Pavilion Condition Survey

XVIII Operations Guide

Any delivery or collection vehicle coming to site needs to

Operations Guide XIX

Expo 2020 Dubai is expected to attract

1.1 Expo 2020 Dubai Location

Figure 1.1 Expo 2020 Dubai Location

Expo 2020 Site

Arrival from Abu

E11 E311 E77 E611

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

Sustainability Zone Satellite Car Park

Jubilee Zone Expo Village

Mobility Zone Facilities and Security Check

Figure 1.3 Expo 2020 Site and Secure Site

Figure 1.4 Transport Options

Figure 1.5 Metro Station Map

Expo 2020 Site

Schedule timings relating to the ExpoRider service will be

1.4.4 Car 1.5 Entering the Secure Site during

To accommodate the expected volume of visitors,

Access restrictions on this bus service include those

1.4.6 Private Coach

Over 300 coach parking spaces will be available at three

Figure 1.6 Entrances into the Secure Site

Metro Plaza Opportunity Plaza

Mobility Plaza Sustainability Plaza

Figure 1.7 Transport Overview

Visitor Parking ExpoRider Taxi and E-Hail Metro

Figure 1.8 People Mover Shuttle Service

1.7 Food and Beverage Onsite 1.8.1 Experiences and Journeys

Figure 1.9 Visitor Experience Pillars

Safety Immersive Culturally

Figure 1.10 Venues and Parks

The Oasis will be an important destination in the

The Oasis experience will continue in the Jubilee Park,

Vegetation in the park will closely reflect the native UAE

1.8.6.2 The Ghayath Trail and Al Forsan Park

The Al Forsan Park finds its inspiration in the weaving

The Organiser is committed to supporting

This chapter provides useful information on various services available for

›› Expo Village accommodation

›› Booking a fleet car

›› Mobile phone connection

2.1.2 Accommodation in Dubai 2.2 Banking

›› Cost for sourcing furniture, which may also require

›› Payment of the rent is in advance through post dated