Business Requirements Specification

Transcription

1 Hosted Entertainment Content Delivery Solutions Workgroup

2 About HTNG Hotel Technology Next Generation (HTNG) is a non-profit association with a mission to foster, through collaboration and partnership, the development of next-generation systems and solutions that will enable hoteliers and their technology vendors to do business globally in the 21st century; to be recognized as a leading voice of the global hotel community, articulating the technology requirements of hotel companies of all sizes to the vendor community; and to facilitate the development of technology models for hospitality that will foster innovation, improve the guest experience, increase the effectiveness and efficiency of hotels, and create a healthy ecosystem of technology suppliers. Copyright 2011, Hotel Technology Next Generation All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the copyright owner. For any software code contained within this specification, permission is hereby granted, free-of-charge, to any person obtaining a copy of this specification (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the above copyright notice and this permission notice being included in all copies or substantial portions of the Software. Manufacturers and software providers shall not claim compliance with portions of the requirements of any HTNG specification or standard, and shall not use the HTNG name or the name of the specification or standard in any statements about their respective product(s) unless the product(s) is (are) certified as compliant to the specification or standard. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES, OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF, OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Permission is granted for implementers to use the names, labels, etc. contained within the specification. The intent of publication of the specification is to encourage implementations of the specification. This specification has not been verified for avoidance of possible third-party proprietary rights. In implementing this specification, usual procedures to ensure the respect of possible third-party intellectual property rights should be followed. The names Hotel Technology Next Generation and HTNG, and logos depicting these names, are trademarks of Hotel Technology Next Generation. Permission is granted for implementers to use the aforementioned names in technical documentation for the purpose of acknowledging the copyright and including the notice required above. All other use of the aforementioned names and logos requires the permission of Hotel Technology Next Generation, either in written form or as explicitly permitted for the organization s members through the current terms and conditions of membership. Page 2

3 Table of contents TABLE OF CONTENTS DOCUMENT HISTORY DOCUMENT CHANGES DOCUMENT INFORMATION DOCUMENT PURPOSE SCOPE Geography Entry Tier Solution: Advanced Tier Solution: AUDIENCE DOCUMENT TERMS CURRENT SOLUTIONS DEPLOYED HOTELS WITH RF/COAX INFRASTRUCTURE Linear Programming only (HD & SD) Diagram: Typical Linear Channel over Coax Deployment Linear Programming with Video on Demand Diagram: Typical VOD Deployment over Coax HOTELS WITH IP INFRASTRUCTURE Diagram: Typical IP Deployment (Linear and VOD) BUSINESS REQUIREMENTS - ENTRY TIER CHANNEL LINE-UP REQUIREMENTS REMOTE CONTROL INTERACTIVE PROGRAM GUIDE PARENTAL CONTROLS CLOSED CAPTION CAPABILITIES SYSTEM SUPPORT CAPABILITIES & UPGRADES POWER-ON OR WELCOME CHANNEL RD PARTY COMPLEMENTARY SOLUTIONS AND GUEST CARRIED MEDIA HOTEL HEAD-END FOOTPRINT RF INFRASTRUCTURE CONSTRAINTS & BACK CHANNEL TELEVISION SET REQUIREMENTS CAPABILITIES ADVANCED TIER ENTERTAINMENT USER INTERFACE / MENU SYSTEM / INTEGRATIONS & INTERFACES IN-ROOM EQUIPMENT AND INTEGRATION HOTEL LOCATIONS Page 3

4 1. Document History 1.1 Document Changes Version Date Author Comments 1.1d 9 January 2011 Brennan Gildersleeve Initial Draft 1.2d 20 January 2011 Bogdan Andriychenko Comments 1.3d 21 February 2011 Brennan Gildersleeve, Chris Barton Added Chris Barton comments for section 2 and other minor updates 1.4d 22 February 2011 Jon Buenviaje Edited multiple sections real-time on teleconference. Changes tracked with comments. 1.5d 28 February 2011 Brennan Gildersleeve Edited section 3. San Diego F2F meeting 1.6d 1 March 2011 Brennan Gildersleeve Edited section 4. San Diego F2F meeting 1.7d 14 March 2011 Jon Buenviaje Imported document into HTNG Template 1.8d 14 April 2011 Brennan Gildersleeve Minor editing 1.9d Jon Buenviaje Accepted Changes and minor formatting in Section Finalized Document Page 4

5 2. Document Information Years ago, the typical North America hotel room provided an exciting, cutting-edge entertainment experience for guests. Video on Demand (VOD) was almost exclusive to the hotel market. However, in the past five to ten years, the home entertainment landscape has changed dramatically. Today, most hotel guests have a far better entertainment experience at home; with large flat panel TVs, hundreds of digital and high definition (HD) channels, interactive program guides, on-demand movies, music, and Internet-based widgets, applications & content. Hotels in North America are lagging. Today, it s difficult for hotels to offer a compelling entertainment experience that compares to the typical in-home experience without installing excessive equipment in the hotel. Most hotel entertainment solutions require costly and complicated equipment predominantly in the head-end of the hotel. The more content and services a hotel wants to offer a guest, the more complex and costly equipment is required. This equipment is prone to obsolescence and not easily scalable. Hoteliers desire a nationwide, hospitality-grade product offering that delivers the at-home experience and provides consistency, scalability, and simplicity regardless of the content provider. 2.1 Document Purpose The purpose of this document is to outline the business requirements that would support delivery of generally available content and entertainment services from content providers (e.g. North America Cable MSOs, Satellite providers, telcos, and hospitality solution providers), including linear programming of HD and SD channels, interactive program guides, and on-demand programming. The document will outline the need for a reduced technology footprint that eliminates the majority of hotel head-end equipment currently deployed today in the hospitality market. Finally, this document will outline requirements for a solution that is remotely upgradeable, scalable, and less susceptible to obsolescence (as compared to current solutions on the market today). 2.2 Scope Geography This is primarily a North America effort, but results may be leveraged in other regions of the world if applicable. The initial target market for this effort is the United States Entry Tier Solution: The entry tier solution is a set of requirements for a solution that will provide content and a limited feature set for those properties that are particularly cost sensitive or cabling infrastructure-challenged. This tier calls for a robust generally available linear HD (and SD) channel line-up, and an Interactive Program Guide, as the primary requirements (among other requirements detailed in section 3). This tier should not preclude in any way guests from enjoying their personal content (carried or Internet-based) and leveraging the in-room systems for this purpose (i.e. auxiliary/connectivity panels for TV, media docks etc ) Advanced Tier Solution: The advanced tier is a set of capabilities that include all of the features and requirements of the entry tier, but provides features and interactive services above and beyond the entry tier. Page 5

6 This tier is also applicable for hotels with a more robust and two-way MATV cabling infrastructure. 2.3 Audience North America Cable Company MSOs North America Satellite Companies Hospitality Entertainment Solution Providers and Integrators Set-top-Box and TV Manufacturers 2.4 Document Terms For the purpose of this document the following terms have been defined as follows: Term Definition ADR Average Daily Rate ALOS Average Length of Stay ATSC Advanced Television Systems Committee a set of standards for digital television transmission over terrestrial, cable, and satellite networks EPG Electronic Program Guide HD High Definition HDTV High Definition Television - a television that is capable of receiving and displaying a high definition broadcast IP Internet Protocol IPG Interactive Program Guide Linear Programming Sometimes referred to as Free to Guest - to mean not billed separately to guest ; traditionally refers to television channels that are accessible to hotel guests by pressing the up/down buttons on the remote control MATV Master Antenna Television a system by which an entire building (typically) is fed from one common source MPEG Moving Picture Experts Group - Digital video compression algorithms MSO Multiple System Operator NTSC National Television Systems Committee standard analog television delivery system that has existed since the 1950s PMS Property Management System POS Point of Sale PPV Pay-Per-View - typically VOD content that is billed directly to the guest as a separate charge (either on hotel bill or credit card) RF Radio Frequency SBB Set Back Box SD Standard Definition VOD Video on Demand - video content such as movies or television shows, the playback of which is initiated by a guest action Page 6

7 3. Current Solutions Deployed This section will outline the current entertainment solutions deployed in the majority of North America hotels today. It is primarily focused on HD systems deployed in the last five years. 3.1 Hotels with RF/Coax Infrastructure Coaxial cable is the predominant infrastructure delivery system used in hotels today for delivering programming content, either in Standard Definition (SD) or High Definition (HD) digital formats. A factor that must be taken into account by hotels with a coax infrastructure is the number of channels that the infrastructure will support. The type of coax wiring and components such as amplifiers, splitters, and taps will determine the limits on the number of channels that can be distributed within the hotel. While some older properties can only pass frequencies up to about 550 MHz, most new properties are designed to support frequencies up to at least 750 MHz (refer to section 3.10). It should also be noted that many coaxial delivery systems only support one-way broadcasting (from the head-end to the TV) Linear Programming only (HD & SD) Description: Linear programming content can be Standard Definition (SD) or High Definition (HD) digital formats (which are unencrypted or encrypted digital formats). Today s digital televisions can receive and display both analog content and digital unencrypted content. Some digital televisions come with built-in decryption and can also receive and display digital encrypted content (as long as the encryption and decryption match). Because the encryption used by content providers and decryption methods used in hospitality televisions do not match, it is necessary to decrypt the encrypted digital content from the chosen content provider and reencrypt the content in a method that is compatible with the television. This process is known as transcription. Once the transcription process is complete the content can be received and displayed in the guest room on televisions with the chosen encryption method built-in. The recommended HD channel line-up is a subjective list for each hotel to determine for themselves based on many factors (e.g., guest demographic, ADR, MATV physical plant, MPEG-2 vs. MPEG-4 television sets, and brand standards). No lineup is best for all hotels or hotel categories. Different programming packages have different cost structures and different requirements from the various broadcasters. Business Problem: Generally speaking, hotels will only offer a limited number of channels due to cost, complexity, and physical footprint of the required hotel head-end solution. Hotels don t always offer adequate space, climate control and dedicated power for the head-end equipment. Additional basic services such as interactive program guide require additional equipment and licensing. Page 7

8 Physical Channel coordination / spectrum allocation between hotel technologies (e.g. minibar) Diagram: Typical Linear Channel over Coax Deployment Linear Programming with Video on Demand Description: Many hotels offer both linear programming and some type of interactive services, which can include Video-On-Demand (VOD), hotel information, guest services such as folio review and checkout, and many other services focused on enhancing the guest s experience. Most interactive systems in hotels today are server-based systems that require a server to be located on property. The server is needed to store content and to process user commands that originate in the guest room. Because command and control information is passed back and forth from the guest room to the server, a two-way infrastructure is required in the coax system. This two-way infrastructure has an impact on coax equipment such as splitters, taps, and amplifiers used in the hotel. This equipment must be able to pass signals in both directions. An interactive system in a coax environment requires dedicated RF spectrum for the interactive services. Any time a guest accesses the interactive services on the in-room television a channel must be reserved for the interactive session. Because the number of frequencies varies depending on guest usage of the interactive system, these systems reserve a block of frequencies determined by statistical usage parameters specified by the service provider. These reserved frequencies could impact the number of Linear program channels that can be offered. Linear program service providers and interactive service providers should work together to minimize the conflicts. Business Problem: Same problems as Linear only (above) Limited MATV Bandwidth VOD and Linear programming share bandwidth Page 8

9 3.1.4 Diagram: Typical VOD Deployment over Coax 3.2 Hotels with IP Infrastructure Description: We are now seeing the emergence of hotels designed with an IP-only infrastructure. These hotels are designed with high-bandwidth networks capable of delivering both Linear programming content and interactive services to the guest room. Because content is not delivered using a traditional coax infrastructure special receivers are required to receive and process the data in the guest room. Most, if not all, televisions are not equipped with IP receivers, so IP set-back-boxes are used to receive content and deliver video to the display. While pure IP systems are not currently in widespread use, the potential of these systems is exciting. These systems have the potential to offer a wider array of guest services and more applications targeted to the individual guests. Some hotels also provide entertainment services over a combined coax and IP infrastructure. This hybrid infrastructure relaxes some of the requirements on the coax infrastructure by taking advantage of an IP network. There are two types of uses for the IP network in this hybrid infrastructure. In the simplest form, the IP network is used for the command and control signals needed for the system to operate, and all content is passed over the coax network. This requires a relatively low bandwidth IP network and it still requires reserved spectrum on the coax plant for interactive content. The benefit of this type of system is that it does not require the coax infrastructure to support two-way communications and it has a very minor impact on the IP infrastructure of the hotel. In its most complex form the IP infrastructure is designed to carry both the command and control communications as well as the interactive content. These types of systems require network gear capable of supporting much higher bandwidths required for video transport. These systems do not interfere with the coax infrastructure. Between the simple and complex systems there are systems that use the IP network for some content such as menus and hotel information, but the coax network is used for all video content. These systems require less RF spectrum than the simple systems, but they do require that some spectrum be reserved for interactive video content. Page 9

10 Business Problem: The current challenge of deploying pure IP systems is the complexity involved with getting the desired content in IP form, particularly linear program content. Another hindrance to deploying pure IP systems is the lack of availability of properties with an IP infrastructure capable of supporting the bandwidth requirements of video over IP, which entails significant cost when upgrading an existing property Diagram: Typical IP Deployment (Linear and VOD) Page 10

11 4. Business Requirements - Entry Tier As outlined in 2.2.2, this section details a set of requirements for a solution that will provide content and a limited feature set for those properties that have MATV infrastructures that are only capable of delivering up to 550 MHz. For avoidance of doubt, hotel owners are urged to provide MATV infrastructures with greater bandwidth (e.g. 750+MHz), but regardless, these requirements must still be met on lesser quality MATV infrastructures. Typically a site specific survey will be conducted by the provider to determine any additional required infrastructure improvements (e.g. amplifiers, taps, splitters etc ) 4.1 Channel Line-up Requirements Hotels require access to content providers standard digital channel line-up (HD and SD), with options to pick and choose among channel packages (groups) available (including music channels if available), ideally without the need for incremental per-channel equipment to be installed in the hotel. The objective is to offer the guest an experience and number of channels that is similar to the at-home experience. Hotels require access to all local network affiliates (e.g. NBC, CBS, ABC, FOX, PBS) in high definition. For avoidance of doubt, it is understood that the total number of programs delivered to hotels is contingent on the hotel s MATV infrastructure and available MHz bandwidth (see section 4.10 for further clarification). 4.2 Remote control A simplified remote control remote is required to control all aspects of the TV experience outlined in this section. If a set-top-box is required, the remote control must control the STB. For avoidance of doubt, the items listed below represent the minimum requirements only, and provider may exceed these requirements at their discretion. The remote control must have the following buttons: Power Info Guide Exit* Last Directional navigation (up, down, left, right) Channel up/down Enter/Select Number pad Mute Volume up/down Sleep* Input/Source* Menu CC (closed caption)* Secure battery/battery lock *these items may be incorporated into the menu function Page 11

12 4.3 Interactive Program Guide IPG (interactive program guide) is required as defined as a dedicated channel listing that provides full program information by channel date/time and allows user to select and tune to desired channel. A minimum of 24 hours future channel data is required, with minimum of 4 hours of program information viewable on the guide. The IPG must be accessible by pressing the guide button on the remote control. 4.4 Parental Controls System must provide the ability for user to turn-on parental controls (based on program ratings data). System must provide an on-screen display that notifies user that parental controls is in place when tuning to a blocked channel. System must be capable of re-setting or turning off parental controls (either automated or manual). 4.5 Closed Caption Capabilities The solution must provide closed captioning. Applicable FCC-EIA standards include 601, 602, 701, System Support Capabilities & Upgrades Remote Management system must be able to manage the clone settings of TV and channel ring/line-ups (including add/delete channels from line-up) System must be capable of pushing or updating the firmware level of the STB and/or TV Solution provides a service level agreement (SLA) which includes remote, on-site, and inroom service/support for installation and ongoing maintenance. 4.7 Power-On or Welcome Channel System must be capable of tuning to a specified channel each time the TV is powered on or provide option for TV to tune to the channel last watched rd Party Complementary Solutions and Guest Carried Media The system cannot prohibit the inclusion of 3 rd party complementary solutions/services including but not limited to: Guest Carried Content and Devices Connectivity/Auxiliary panels which enable guest to leverage the TV for personal devices/content Hotel custom channels (e.g. custom welcome channel) DVD, Audio, AV systems For avoidance of doubt, the system is not required to control or manage of these 3 rd party solutions/services, except in the case of using the remote control to switch between inputs/sources on the TV/STB. Page 12

13 4.9 Hotel head-end Footprint System should not require significant on premise equipment in the hotel head-end to deliver the services outlined in this section. The objective is to reduce the technology footprint in the hotel by leveraging the solution providers content delivery technologies in a hosted or above property manner. For avoidance of doubt, it is understood that the system may require technology to be installed at the TV in the form of a set-back-box (SBB), set-top-box (STB), or integrated TV module RF Infrastructure Constraints & Back Channel Majority of hotels will have RF coaxial distribution infrastructures as described in greater detail in Section 2. The proposed system should not require a back channel or bi-directional communication. All components of the entry tier solution must be delivered within a one-way RF infrastructure. The table below is designed to set appropriate expectations in terms of total number of TV programs/streams available based on MATV bandwidth. MATV Physical Channels MATV Bandwidth Theoretical Usable * 550 MHz MHz MHz GHz Estimated # of actual HD/SD** NOTE: * Range represents worst case on low end, typical on high end. NOTE: ** Refers to number of programs/streams modulated with QAM 256, including any custom hotel content Television Set Requirements The system requirements outlined in this section (Section 3) are based on the requirement for hotels to use hospitality/commercial televisions. Many major television manufacturers (including but not limited to) LG, Samsung, Philips, and Panasonic have specific TV model numbers that are designed for use in hospitality. Specific features of these sets include volume control/limiting, cloning capabilities, ability to limit guest access to feature menus, and much more. Page 13

14 5. Capabilities Advanced Tier The advanced tier is a set of capabilities that include all of the features and requirements of the entry tier, but provides features and interactive services above and beyond the entry tier. This tier is also applicable for hotels with a two-way infrastructure. In order to foster innovation and differentiation, solution providers and hoteliers are encouraged to expand upon the entry tier and take advantage of existing and emerging technologies and services. Please note that the majority of the advanced feature sets will require a PMS interface and the ability to clear all content and personally identifiable guest information on a daily basis or at check-out. Potential features of an advanced tier include: 5.1 Entertainment Content on-demand (Hollywood, International, TV, Music, Games, Adult) Over the top content (Internet-based) Time-shift/PVR capabilities Tiered linear programming on-demand Multi-lingual programming/content 5.2 User Interface / Menu System / Integrations & Interfaces Hotel Branded Menu System Multi-lingual Guest Services including dining, spa, golf, restaurants, shopping, wake-up, ordering and reservations Software Development Toolkit (SDK) and API's for 3rd party software development Property Management System (PMS) integration Guest Folio Onscreen review and check-out Guest personalization displayed on Main Menu and Welcome Screens Messaging to/from guest Loyalty program integration In-room Controls integration Analytics and Reporting Engine 5.3 In-Room Equipment and Integration Keyboard / Mouse controls Advanced remote control features including QWERTY input device Connectivity Panel integration Wireless content sharing with guest devices (e.g. DLNA) 5.4 Hotel Locations Guestroom Lobby / Public Space Additional Public space televisions (under separate public space agreement) Concierge Lounges (under guestroom agreement) Restaurants and Bars (under separate public space agreement) Health and Fitness Club large screen wall mounted displays Health and Fitness Club fitness equipment integrated televisions Event Management Special Event displays Bathroom Mirror Televisions Second Guestroom televisions (primarily suites) Page 14