Admission Fraud / Loss Prevention & Theft Best Practices Britt Thompson Randy Ross Sylvia Matiko Bruce Bird
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1 Admission Fraud / Loss Prevention & Theft Best Practices Britt Thompson Randy Ross Sylvia Matiko Bruce Bird November 19 th, 2013
2 Fraud Facts Fraud is a $221 billion problem annually. Fake currency Phony credit cards Counterfeit checks False identity Ticket scams Employee theft
3 Fraud Triangle Opportunity Incentive Rationalization
4 Fraud Prevention Topics 1. Point of Sale System 2. ecommerce 3. Strong Cash Controls 4. Company Culture 5. Mystery Shopper 6. Forensic Auditing
5 Point of Sale System What defines a good POS System? Design it the way you want it System and Custom Reports All-in-One system and/or integration Different Sales Channels Tools
6 Designing the POS Necessary functionality User Controls Access Control System Discounts Ticket History Cash out controls
7 Designing the POS
8 Designing the POS Intelligent Ticket Lookup
9 Additional Prevention Tools
10 Reports System Reporting User/Shift Reports FOP Reports Discount Reports Access Reports Void Reports
11 All-in-One System and/or Integrated Review: Current configuration Ability to integrate Use of new functionality Reasons for them to talk: Tracking Reporting
12 Different Sales Channels What tools are needed to prevent fraud in each sales channels you use? Ticket Booth Kiosks Call Center / Guest service Online / ecommerce
13 Fraud Prevention Traditional Loss Prevention Counterfeit Currency Shoplifting Credit Card Chargeback
14 Fraud Prevention Where are we the most vulnerable? Online Ticketing Transactions using stolen credit cards Non-Validated Tickets / Vouchers Tickets or vouchers that are not scanned for usage Promotional Trade Tickets Tickets sold outside the terms of the contract
15 Fraud Prevention Online Ticketing ecommerce
16 Fraud Prevention Online Ticketing ecommerce No Identification checks Not required to present a physical credit card (Card Not Present) 3 rd Party web sales
17 Fraud Prevention Online Ticketing ecommerce No Identification checks Not required to present a physical credit card (Card Not Present) 3 rd Party web sales
18 Fraud Prevention Online Ticketing How do they do it? Users have the billing address, card number and security codes Use a generic (yahoo, gmail) and process orders as PAH hjhvjhhjvhjjhvjkhvjkh@yahoo.com lauwood001@gmail.com, lauwood002@gmail.com Buy tickets within a close proximity of your guest s visit Advertise tickets for sale on web (Craigslist)
19 Fraud Prevention Online Ticketing How do we find it? Purchasers of tickets calling to check ticket validity Internal Queries run on the database Duplicate use of credit cards, addresses, IP address Check all orders with the common information Charge backs from credit card companies Notification from law enforcement Patrol websites offering tickets
20 Fraud Prevention Date Attending? High % of discount? Ticket description?
21 Pick your quantity
22 10 Available / 14 Sold
23 Fraud Prevention Online Ticketing Challenges Normal fraud prevention tools are not effective enough Limited transactions typically only one or two per card AVS and CCV perpetrators have all the required data Finding compatible / affordable fraud software tool(s) What fits your business model? Shipping vs. Digital? By transaction Flat rate
24 Fraud Prevention Non Validated Tickets / Vouchers
25 Fraud Prevention Non Validated Tickets / Vouchers Scanned and Validated Barcodes Scanning for access control and recording usage Ability to deactivate compromised barcodes Dual Audit controls when out of circulation Vouchers issued from your ticketing system Order number or barcode for reference XML file transfer from your clients Front Line staff communicate abnormalities
26 Fraud Prevention Promotional Trade Tickets
27 Fraud Prevention Promotional Trade Tickets How do they do it? Client directly selling tickets to offset promotion Client not enforcing restrictions on promotional winners Prize Pigs Blogs on how to win
28 Fraud Prevention Promotional Trade Tickets How we find it? Custom ticket stock for complimentary / trade tickets Specific expiration dates for individual departments
29 Fraud Prevention Promotional Trade Tickets How we find it? Custom ticket stock for complimentary / trade tickets Multiplicity (ebay ads 10 available / 14 sold) Specific expiration dates for individual departments
30 Fraud Prevention Promotional Trade Tickets What we do? Buy one to determine what client is involved and follow up Review contracts for future Modify your business model as necessary Blockout / Blackout dates during peak periods
31 Fraud Prevention Support Providing assistance to other departments Process flowchart provided to Admissions & Security departments Inconvenienced guests want to help Empowers front line staff
32 Fraud Prevention Goals fraud is an evolving process Find better processes to reduce fraud Law Enforcement only helps so much Software tools Increase awareness among all related merchants Network to notify each other of fraud activity What information can we share? Action is required! Be prepared for spikes around holiday and busy seasons Constantly verify your fraud prevention process
33 Fraud Prevention Goals Find another target
34 Questions?
35
36 Anti Fraud Culture
37 Mystery Shopper Program
38 Strong Cash Controls & Monitoring Follow the $ bill Cash drops Surprise cash counts Safe/bank procedures Reconciliations Voids & refunds Segregation of duties Security settings
39 Know Your Numbers! Per caps % of Adults, children, passes, etc. Ticket yields % of online sales % of turnstile over/under or bad scans % of toll booth to admissions
40 Problem?
41 WANT TO DIG DEEPER? FORENSICS SCRIPTS
42 FORENSIC SCRIPTS Audit Command Language ACL is a tool that lets you read and analyze data.
43 FORENSIC AUDITING GL ACL allows you to integrate data from many sources to create meaningful information. Turnstiles Front Gate? Online Sales Inventory Cash Registers
44 FORENSIC AUDITING Specialty practice area of accountancy Engagements typically arise due to suspicions/ tips, proactive management of fraud risk, or in the aftermath of fraud Follow the money Analyze trends in data or numbers for suspicious patterns or ratios Target suspected areas of fraud, waste, or abuse
45 Case Study: Forensic Audit Theme park owners had a hunch that something was up in their revenue numbers. Reports were run but something still wasn t right.
46 Daily reports looked fine, everything seem to reconcile, no short/over s, coupons counts were right on.
47 STEP 1: Download POS Data into ACL STEP 2: Run queries
48 Weird? Cash vs. Credit
49 AM vs PM
50 One cashier!
51
52 CASE STUDY Objective: To analyze sales and admissions data to identify unusual trends or suspicious activity. Challenge: Sales and admissions data are all in different systems and need to be joined in order to identify potential issues. Point of sale system has great reports but you need something customized.
53 CASE STUDY Many systems used to capture activity GL: Daily summary/posting of sales activity Toll Booth: System that tracks entries into theme park Front Gate: System that records ticket sales & admissions Online System: System that records online transactions Group Sales: System that records Group sales Membership Sales: Season s passes/memberships Scanning System: scans and voided tickets Accounts Receivable: invoicing for group sales
54 CASE STUDY STEP 1: Understand Data Sources STEP 2: Download Data into ACL STEP 3: Run ACL Scripts Scripts were designed to connect the various sources of data: Toll Booth data, to Front Gate data, to Group Sales data to compare/analyze and to reconcile to GL activity, etc.
55 CASE STUDY Results: ACL linked and filtered data was exported into excel spreadsheets and pivot tables were created to identify unusual trends. A few unusual trends came out: -toll booth sales in some weeks were odd compared to turnstile scans. - some issues with group sales and invoicing - anomalies in season s passes.
56 CASE STUDY Results: Client reported that this analysis helped them catch over 9 thieves in 2 weeks using: 1. Data analysis 2. Mystery Shopper Program 3. Video Cameras Once scripts created, you can rerun them.
57 Summary 1. Choose a good ticketing system 2. Create an anti fraud company culture 3. Implement mystery shopper program 4. Implement strong cash controls & monitoring 5. Know your # s/ use ratio s & analyze results 6. Use forensic scripts/ auditing
58 Questions?
59 Thank you. Presenters: Britt Thompson, Gateway Ticketing Systems, Project Manager Randy Ross, San Diego Zoo Global, Supervisor Sylvia Matiko, A Different View, Co-Founder and Principal Bruce Bird, SUNERA, Partner
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