Security Meets Efficiency at Critical Infrastructures: How Stadtwerke München Digitalized Visitor Management

Stadtwerke München (SWM) is one of the largest municipal utility companies in Germany. As a wholly owned subsidiary of the City of Munich, it ensures the quality of life for millions of citizens and is deeply embedded in people’s everyday lives.

The SWM portfolio is impressively diverse, including:

• Energy and water: Reliable supply of electricity, gas, district heating, and fresh drinking water.
• Mobility: Operation of public transportation and commitment to e-mobility.
• Leisure: Management of Munich’s popular swimming pools.

Given this key role, SWM carries a special responsibility. As an operator of critical infrastructure (known as KRITIS in Germany), it is the backbone of the city. Ensuring the security of its facilities is not only essential for operations but also a duty to the common good.

SWM faced the major task of digitalizing its internal processes for managing visitors and employees.

Before friendlyway came into play, the processes were dominated by manual and paper-based tasks:

• Time-consuming administration: Welcoming and registering visitors was a manual task that consumed a significant amount of time and put a strain on staff.
• High error susceptibility: Handwritten data entry and paper-based safety instructions led to frequent mistakes.
• Lack of standards: The absence of a unified registration process led to documentation gaps.

This situation was unsatisfactory for all involved and posed significant risks that KRITIS companies like SWM cannot afford. A solution was needed that seamlessly combined security with user-friendliness, offering a digital, automated, and future-proof access management system.

To meet this complex challenge, friendlyway, together with partner Interflex, developed a tailored and fully integrated end-to-end solution. friendlyway supplied the hardware and managed the software integration.

friendlyway Empire 22 Pro Kiosk

The Hardware: Multifunctional Self-Service Kiosks

At the heart of the solution, and visible on site, are 20 Empire 22 Pro kiosks. Strategically placed across SWM locations, they serve as the central contact points for visitors as well as internal and external employees. Each kiosk is a state-of-the-art, all-in-one solution designed to automate processes.

Kiosk features:

• Intuitive operation: A 22-inch FullHD touchscreen enables easy, user-friendly handling.
• Secure identity verification: An integrated passport and ID scanner from Desko checks and validates IDs and driver’s licenses in seconds with complete accuracy.
• Contactless registration: Visitors can easily check in via QR code received by email in advance. Employees use the integrated RFID reader.
• Smart access management: The kiosks not only issue RFID cards but can also automate their collection, ensuring secure and simple credential management.
• Direct support channel: An IP phone handset provides direct connection to a staff member when needed.

The Software Integration: The Masterpiece Behind the Scenes

The real strength of the solution lies in the seamless software integration that ties all components together—this was the project’s true masterpiece. friendlyway ensured that the hardware communicates flawlessly with SWM’s established systems.

Key integration highlights:

• Perfect collaboration: The kiosks were integrated to work seamlessly with SWM systems and partners. This includes the Interflex IF6040 access control system used for visitor pre-registration and the digital safety training portal, which delivers online instructions. In addition, visitors can use the integrated PhotoCollect solution to take and upload their own photo via smartphone and QR code for their visitor badge. All steps are automatically verified at the kiosk for a smooth check-in.
• Flexible workflows without coding: The entire check-in process is digitized and automated. Best of all, SWM employees can easily adjust kiosk workflows via drag-and-drop in a graphical interface—no coding required.

Was the effort worth it? Absolutely! The new solution has transformed processes at SWM. The result is a fully integrated on-premise solution that creates measurable added value. It combines process optimization goals with strict security requirements, delivering a true win-win outcome.

1. Greater efficiency and a modern user experience
Automation replaced time-consuming front desk processes, significantly increasing efficiency.

• Record-time check-in: A pre-registered visitor completes the entire process in under one minute on average.
• Relief for staff: Reception staff are freed from routine tasks, being able to focus on essential service and security duties.
• Positive visitor experience: Guests and external workers benefit from a smooth, fast, and modern self-service process.
• Tailored check-in workflows: Different workflows can be set for employees, contractors, and visitors, with custom rules, required documents, and logistics. For example, a guest can move freely without needing an escort or lobby meeting notifications.

2. Increased security and seamless compliance
As a KRTIS operator, SWM is subject to strict legal security requirements. The new solution strengthened physical security and fully prepared SWM for future audits.

• Audit-proof documentation: Every step in the access process is digitally and seamlessly documented—something not really possible with the old paper-based system.
• Automated security checks: IDs are verified directly at the kiosk, minimizing human error and ensuring only authorized individuals gain access.

The perfect integration of hardware and software has significantly enhanced SWM’s resilience and cost efficiency, creating a sustainable combination of security, compliance, and efficiency.