Alcala, Abigail
From: Tim James < [email protected]>
Sent: Monday, May 4, 2026 2:56 PM
To: eComment
Subject: Self-checkout Ordinance - May 5 Agenda
Attachments: Santa Ana SCO LTR 5-4 pdf
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Dear Council, Please accept the attached letter regarding the regulation of self-checkout. I am also asking for each of you to contact me before the May 5 to briefly discuss our concerns. Thank you for your consideration. Tim Timothy James
Director, Local Government and Enterprise Risk
California Grocers Association
916-448-3545
May 4, 2026
The Honorable Valerie Amezcua
Mayor, City of Santa Ana
20 Civic Center Plaza
csa
Santa Ana, CA 92701
RE: Self-checkout Ordinance
Dear Mayor Amezcua,
On behalf of the Santa Ana grocery industry, I write to fully oppose Council moving forward with a Self- Checkout Ordinance (SCO) with Santa Ana grocers receiving no notice, outreach, interaction, or genuine opportunity to be heard, either publicly or privately, by the City Manager or Mayor as identified in the staff report, nor from any Councilmembers. Passing an ordinance with significant impact on current and future grocers with no interest or effort to understand policy impacts could appear disingenuous and is not aligned with open policy making processes.
Grocers are a vital and unique asset to Santa Ana. We nourish our consumers, provide jobs with growth opportunities, are a centerpiece for retail areas, and are a significant ingredient in community and culture building. We cherish our role in communities and hope you have the same appreciation.
Every other jurisdiction that has considered SCO regulation has held a public hearing for discussion followed by adequate time to discuss the policy impacts openly and publicly before bringing forward an ordinance for passage. Unfortunately, we would be forced to consider passage of this ordinance at this time a dismissal of the importance of grocery and a denial of policy consideration in a fair and open manner.
I am sure you would agree it is vital for policymakers to ensure all voices are recognized and heard, even if disagreements arise. Consumers, grocery employees, and grocers all deserve the process and time necessary for Council to make a fully informed decision. A complete lack of engagement with grocers targeted for regulation is counter to what we believe we should all strive for, which is deliberative and process-based public policy decisions.
Based on the existing circumstances, we request the Council remove the agenda item from this meeting and withhold any ordinance consideration until after Santa Ana grocers have had a chance to genuinely engage in an open and respectful policy process.
We also offer our commitment to discuss and review SCO operations, employee and consumer impacts, and real-world results from other jurisdictions. We are also open to engaging in a partnership to discuss potential policy options which do not overly burden grocery operations. However, to make these commitments we would need to be assured of an open and respectful consideration process.
It should also be recognized that UFCW, who represents grocery workers, negotiated and ratified a new Collective Bargaining Agreement covering all of Southern California in mid 2025 and lasting through 2028.
This agreement already speaks to SCO staffing, utilization and operations. The parameters of this employee- employer decision do not rise in any way to the depth and severity of regulation currently being sought. We believe the basis of any consideration for SCO policy should begin and lie within this employee approved agreement.
CALIFORNIA GROCERS ASSOCIATION | 1005 12th Street, Suite 200, Sacramento, CA 95814 P: (916) 448-3545 | F: (916) 448-2793 | www.cagrocers.com May 4, 2026
Mayor Valerie Amezcua
PAGE 2
Specific to the policy, real-world experience and data shows regulating SCO has no impact on the intended results claimed. SCO regulation to this point has only burdened its operation, both technically and legally, to the point of forcing its removal. This puts Santa Ana brick-and-mortar grocers at a competitive disadvantage to more convenient options like neighboring grocers and on-line options.
We know the Long Beach ordinance has not delivered on any of its intended results. Data from impacted grocers has shown no change in retail theft rates, has resulted in significant SCO removal due to the operational and legal burdens, and has pushed shoppers to neighboring jurisdictions or on-line options, especially those actively seeking convenience.
Data shows that 83% of shoppers have used SCO in the last 6 months. 45% of consumers prefer SCO options which is a 5% increase from the previous year. 40% plus of Boomers, Gen X and Millennial shoppers prefer using SCO with Gen Z's preference at 63%. Simply put SCO is an offering necessary to serve consumer preferences and retain their business.
It is the reality that SCO regulation has stifled the sustainability and expansion of brick-and-mortar grocery in jurisdictions who have and are considering SCO regulation. Brick-and-Mortar grocery is under constant and increasing competition from many other retail options to remain accessible and convenient with SCO ordinances only making it increasingly more difficult.
We hope you understand that our concern for regulating SCO at this time and in this manner is based on data and real-world experience in an effort to continue to nourish consumers, remain competitive in the current marketplace and continue to provide quality job opportunities. Again, we ask the Council remove the agenda item from this meeting and withhold any ordinance consideration until after Santa Ana grocers have had a chance to genuinely engage in an open and respectful policy process. Thank you for your consideration.
Sincerely,
Director, Local Government Relations
California Groters Association
CC: Councilmembers, Santa Ana City Council
CALIFORNIA GROCERS ASSOCIATION | 1005 12th Street, Suite 200, Sacramento, CA 95814 P: (916) 448-3545 | F: (916) 448-2793 | www.cagrocers.com Becerra, Alexis
From: Courtney Carranza <[email protected]> Sent: Monday, May 4, 2026 5:14 PM
To: eComment; !City Clerk
Subject: Sent on behalf of Wayne Denningham: Request for Consideration Before Advancing Self-Checkout Ordinance
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Dear Members of the Santa Ana City Council,
I am writing to respectfully ask that the Council refrain from advancing the proposed self-checkout ordinance until there is an opportunity to more fully understand it's impacts. As a company deeply rooted in the community, we proudly operate two grocery stores in Santa Ana, we want to share our perspective on the proposed self-checkout ordinance.
From our experience, similar legislation adopted in Long Beach has not achieved its intended goals and has instead placed meaningful operational burdens on Albertsons and Vons, without clear benefits for the community. We are concerned that moving forward without further discussion could lead to similar unintended consequences in Santa Ana. I ask that the Council consider pausing action on the ordinance until there is an opportunity for broader discussion about impacts on local grocers, our employees, and our customers.
In other cities where self-checkout has been examined, the process has typically begun with a public hearing or study session to explore the issue before moving forward with an ordinance. Grocer's believe that type of open dialogue would be incredibly valuable in Santa Ana as well, and we request the opportunity to participate in that conversation.
We are committed to being good partners to the City and to working collaboratively with the Council to find balanced, practical solutions that address shared concerns. Thank you for your continued leadership and for considering our request. We would welcome the chance to engage further and share more information.
Regards,
Wayne Denningham
EVP, President Albertsons, Vons, Pavilions
* Albertsons
VONS PAVILIONS.
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Becerra, Alexis
From: Birkel, T.J. <[email protected] >
Sent: Tuesday, May 5, 2026 8:43 AM
To: eComment; !City Clerk
Subject: Self-Checkout Ordinance
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Good morning. I am writing to request that the City Council delay consideration of the self-checkout ordinance on the agenda for tonight's meeting until you have had a chance to learn more about the impact on the grocery stores that provide an essential service and hundreds of jobs in the community.
Similar ordinances have passed in other California cities, increasing costs and operational complexity for grocers. This ultimately leads to higher grocery prices and a negative experience for associates and customers.
We ask that you meet with representatives from our industry to hear our concerns before moving forward. We stand ready to work with you on an ordinance that can work for all parties involved. Proceeding without even talking to grocers in your community is not the way to accomplish that.
Thank you for your consideration.
T.J. Birkel
Head of Government Affairs
Ralph's & Food 4 Less
402-770-1777 (m)
This e-mail message, including any attachments, is for the sole use of the intended recipients) and may contain information that is confidential and protected by law from unauthorized disclosure. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
Becerra, Alexis
From: Adrienne Lee <[email protected]>
Sent: Tuesday, May 5, 2026 10:32 AM
To: !City Clerk; eComment
Subject: Santa Ana Self-Checkout Ordinance
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Dear Santa Ana City Councilmembers,
I am writing on behalf of 99 Ranch Market, a family-owned Asian-American grocery store founded in 1984. We have proudly served Southern California communities for more than four decades.
We understand that the Council is considering an ordinance regulating self-checkout systems. We are concerned that this decision may move forward without any outreach to or input from local grocers.
Grocery operations are complex, highly regulated, and operate on extremely thin margins. Decisions affecting store operations require careful consideration and industry input. Many of our customers rely on self-checkout for speed, accessibility, and convenience. Any regulation in this area could have significant operational and economic impacts.
We respectfully ask that the City pause any directive to develop an ordinance until it has met directly with local grocers to understand the operational realities and potential unintended consequences.
We look forward to working in partnership with the City to ensure Santa Ana remains a strong, competitive environment for local businesses while continuing to provide quality jobs and essential services to our community.
Sincerely,
Adrienne Lee
General Counsel
www.99ranch.com
[email protected]
(714) 521-8899 Ext.1749
6338 Regio Ave. Buena Park, CA 90620
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Becerra, Alexis
From: Jessica Lynam <[email protected]>
Sent: Tuesday, May 5, 2026 10:43 AM
To: !City Clerk; eComment
Subject: Public Comment for Agenda Item 28 - May 5, 2025 Attachments: Instcart_SCO_Agenda28_May 2026.pdf
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Dear Mayor Amezcua and Members of the City Council,
Please find the attached letter of concern regarding Agenda Item #28 for the City Council meeting scheduled for tonight, May 5, 2026.
Instacart looks forward to further discussing this matter with the Council.
Best regards,
Jessica
essica Lvnan
Government Affairs - Western U.S
[email protected]
(408) 823-9329
Item always in my cart: Berries
Maplebear Inc. d/b/a Instacart
50 Beale Street, Suite 600
*instacart San Francisco, CA 94105
May 5, 2026
Mayor Amezcua
Santa Ana City Council
20 Civic Center Plaza
Santa Ana, CA 92701
RE: Formal Comments on Proposed Self-Checkout Ordinance - Agenda Item # 28 Dear Mayor Amezcua and Members of the City Council,
On behalf of Instacart, I write to express our concerns regarding certain provisions of the proposed self-checkout ordinance, and to highlight the potential unintended consequences for customers seeking affordable grocery options.
Instacart is the leading grocery technology company in North America. One of the technologies we have worked to bring to our retail partners is our Caper Carts, designed right here in California. These mobile smart carts are intended to help enhance the in-store shopping experience by increasing accessibility, affordability, and convenience, while also serving as a tool for retailers to combat retail theft. Caper Carts feature real-time spending totals, loyalty program integration, and digital coupons empowering customers to stay on track and maximize their grocery dollars—particularly those on fixed budgets such as seniors or low income families.
As a trusted partner to local retailers, we share the city's goal of addressing theft and promoting safe work environments across retail and grocery stores. However, the ordinance's current wording inadvertently categorizes our Caper Cart technology as self-service checkout, resulting in unintended outcomes. For instance, under the current language, the ordinance appears to require a single employee to follow around a customer using a Caper Cart throughout the shopping experience in order to supervise its "operation". This severely limits its use and discourages adoption, despite the demonstrated benefits of Caper Carts in saving customers money, improving the in-store experience, driving growth for brick and mortar stores, and aiding in both safety and theft prevention.
Importantly, state legislation addressing self-checkout systems is in the final stages of development this legislative session. This effort aims to create uniform standards across California's grocery sector. Instacart has been an active participant in this statewide process, working closely with the bill's author and key stakeholders to craft thoughtful solutions that address key issues, including theft prevention and workplace safety.
Maplebear Inc. d/b/a Instacart
*instacart 50 Beale Street, Suite 600
San Francisco, CA 94105
We respectfully urge the Council to pause consideration of local regulation at this time.
Aligning with the statewide framework will help avoid a patchwork of rules that could place an undue burden on Santa Ana grocers and create operational inconsistencies.
We value the City's leadership and welcome the opportunity for continued dialogue. We are committed to working together to ensure any future policy supports innovation, safety, and equitable consumer access.
Thank you for your time and consideration.
Sincerely,
Jessica Lynam
Jessica Lynam
Government Affairs, Western U.S.
Alcala, Abigail
From: Giang, Nancy
Sent: Tuesday, May 5, 2026 11:24 AM
To: eComment
Subject: FW: Contact the City Council Submission
Good morning,
Per Gaston, I am forwarding the submission we received below re: self-checkout ordinance. Thank you! Best,
Nancy
Nancy Giang, Executive Assistant
City Manager's Office
20 Civic Center Plaza, Santa Ana, CA 92701
SANTA A
714-647-5242 | [email protected]
From: [email protected] <[email protected]> On Behalf Of Contact the City Council Online Form
Sent: Monday, May 4, 2026 6:47 PM
To: Bustos, Laurangel <[email protected]>; Giang, Nancy <[email protected]> Subject: Contact the City Council Submission
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Name
Jenna Thompson
Email
Address
Buena Park, California 90620
United States
Map It
Phone
Who is this message for?
• Councilmember Thai Viet Phan
Comments or questions
Hi Councilmember Phan, I was asked to send you these materials about the self-checkout ordinance. Let me know if you have any questions.
Jenna
Upload a file
238a51c0-self-checkout-materials.pdf
2 Self-Checkout Ordinance Comparison
Long Beach Costa Mesa
Title Self-Service Checkout Staffing Self-Service Checkout Staffing Requirements Requirements
What Stores are Drug Retail Establishments Drug Retail Establishments Affected? - Retail store that sells a - Retail store that sells a variety of prescription and variety of prescription and nonprescription medicines nonprescription drugs,
and miscellaneous items, pharmaceuticals, products,
medicines sundries, and
miscellaneous items,
sundries, fresh produce, including fresh produce,
meats, poultry, fish, deli
products, dairy canned
foods, dry foods,
beverages, "Employee"
foods, and other prepared foods, and other
merchandise merchandise.
Food Retail Establishments Food Retail Establishments
- Retail store that is either: - Retail store that is either:
(1) over fifteen thousand (1) over fiffeen thousand
(15,000) square feet in (15,000) consumption,
size and sells primarily square feet including in
household foodstuff for size and sells primarily
offsite including fresh fresh produce, household
produce, meats, poultry, foodstuff meats, poultry,
fish, deli products, for
offsite dairy products,
canned household foods,
baked foods and/or dry foods, supplies
prepared foods (other beverages, baked or
household supplies or products are secondary (2)
products are secondary to over eighty-five thousand
the primary purpose of sales floor area dedicated
food sales); or (2) over (85,000) square foods
eighty-five thousand and/or prepared foods
(85,000) square feet and (other to the primary
with ten percent (10%) of purpose of food sales); or
their sales floor area feet and with ten percent
dedicated to the sale of (10%) of their to the sale of
on-taxable merchandis non-taxable merchandise
cluding the sale of fres including the sale of fresh
roduce, meats, poultr produce, meats, poultry,
sh, deli products, dair fish, deli products, dairy
products, canned foods, products, canned foods,
dry foods, beverages, dry foods, beverages,
baked foods and/or baked foods and/or
prepared foods. prepared foods.
Square Footage Food Retail Establishment over Food Retail Establishments over 15,000 consumption, square feet
meats, poultry, fish, deli products,
dairy products, canned foods, dry
d/or prepared foods (othe
ousehold supplies or produc
are secondary to the primary
purpose of food sales)
or or
85,000 square feet with 10% of Over eighty-five thousand sales their sales floor dedicated to the floor area dedicated (85,000) sale of non-taxable merchandise square foods and/or prepared including the sale of fresh foods (other to the primary produce, meats, poultry, fish, deli purpose of food sales); or feet and products, dairy products, canned with ten percent (10%) of their to foods, dry foods, beverages, the sale of non-taxable
baked foods and/or prepared merchandise including the sale of foods fresh produce, meats, poultry, fish,
deli products, dairy products,
canned foods, dry foods,
beverages, baked foods and/or
prepared foods.
Requirements At least one non-self-service At least one non-self-service checkout station staffed by an checkout station staffed by an employee available during the employee that is available during times that a self-service checkout the times that a self-service option is available to customers checkout option is available to customers
Shall assign at least one Shall assign at least one
employee to supervise employee to supervise the
self-service checkout at all times self-checkout operation at all that self-service checkout is in times that self-service checkout is operation during business hours in operation during business The assigned employee hours.
shall have no other work - The assigned employee
responsibilities that would shall have no other work
interfere with their ability responsibilities that would to maintain direct visual interfere with their ability to inspection and maintain direct vidual
surveillance of the inspection and surveillance
self-service checkout of the self-service
operations operations
In the event that two or more In the event that two or more self-service checkout stations are self-service checkout stations are operating, the establishment shall operating, the establishment shall maintain a staffing ratio of at least maintain a staffing ratio of at least one employee for every three one employee for every three self-service checkout stations (1:3 self-service checkout stations (1:3 ratio) ratio)
Advertise limits to self-service Signage that states that checkout to no more than 15 self-checkout should be limited to items purchases of about 15 items
Policy that prohibits customers Policy that prohibits customers from using self-service checkout from using self-service checkout station tom that require station to purchase:
- Items that require
customers to provide a
form of identification,
including, but not limited
or alcohol and tobacco to, alcohol and tobacco
products
- Items subiect to specia - Items subject to special
theft-deterrant measures theft deterrent measures
that are affixed to the item that are affixed to the item or items placed in lockea or items placed in locked
cabinets cabinets
Customer Prominently posting signage with
Notification Long each ot nogriet a link or QR code to the City of Costa Mesa website regarding this
ordinance, and a physical and/or
email address to which
notifications of violations may be
delivered
Location Shall be located to enable Shall be located to enable observation and surveillance from observation and surveillance from both employees and local law both employees and local law enforcement enforcement.
Enforcement Private right of action Customers or employees can - Civil penalty for each notify the store management in violation of $100 for each person and in writing of a
emplovee of the violation, after which the
establishment establishment shall have 15
- Each day the violation is calendar days from the date of not cured, the penalty notification to cure the violation. shall increase an
additional $100 per If the violation isn't cured, a
employee per day up to a customer or employee may bring limit of $1000 a private right of action
Attorneys fees and costs - Civil penalty for each
violation of $100 for each
employee
- Each day the violation isn't
ured, the penalty sha
crease an additiona
$100 per employee per
day up to a limit of $1000
- Attorneys fees and costs
SELF CHECK-OUT
TESTIMONIALS
The automation of grocery workers' jobs and heavy reliance on self-checkout for over a decade has led to a significant decrease in staffing at grocery and drug-retail stores in California, making the shopping experience more inconvenient due to longer lines and a lack of employee assistance. These unsafe staffing levels have allowed customers to more easily steal products through self-checkout lanes instead of cashier lanes, ultimately increasing interactions of workplace violence for workers.
The Safe Stores Act will increase staffing in stores, require better supervision of self-checkout and make workplaces safer for workers and more convenient for customers, while also reducing opportunities for retail theft in our stores.
"I am always scheduled at the self- checkout, and it's
very very stressful. I have to be seven Linda's in one
body dealing with seven self- checkouts."
-Linda Molina, Ralphs 196
"My co-workers and I are pressured by our employer
to push customers to use self-checkout, meanwhile
one person is made to supervise multiple machines
while still performing other duties. This increases
customer theft and when we try to prevent theft,
customer interactions become confrontational as a
result."
-Curtis Lawrence, Albertsons 2141
"Stores push customers towards self-checkout instead of the manual cashier line, and the person in charge of the self-checkout area has to supervise multiple machines
while still performing other duties. This is unsustainable and ultimately leads to increased theft. And when we try to prevent theft, customer interactions become more
dangerous. This ordinance will help protect workers and lead to better shopping experiences for customers.
-Matt Walters, Pavilions 2412
UFO 324
STRONGER TOGETHER
Los Angeles Times
Opinion: The problem with self-checkout at the grocery store - and a way to fix it
By Aurora Hernandez
August 20, 2024
Something incredible happened four years ago. People scary, especially during night shifts when there are suddenly realized that my grocery store co-workers and fewer people around.
I are essential. It had a lasting effect on me, but some people clearly need a reminder - especially the leaders of the conglomerates that dominate the industry. These
bosses have rewarded our essential frontline service
during the pandemic by trying to replace us with
machines.
California's grocery workers are on the front line once again as we face the challenge of automation. This time we're pushing back by supporting State Bill 1446,
which, among other things, limits the number of self-
checkout stations grocery and retail drugstore workers
have to oversee at any given time.
Workers aren't the only ones unhappy with the self-
The corporate strategy behind self-checkout is clear checkout machines. Many shoppers find them difficult and heavy-handed: lower labor costs by forcing to operate and are frustrated by issues such as hidden customers to do the work themselves and pass the barcodes or items not scanning. For people with only a increased profit on to Wall Street. Most of my few items, especially younger customers more familiar customers at the Food 4 Less in Boyle Heights refuse to with touchscreen interfaces, they might work well make the change. Instead of learning to navigate the enough. But grocery store work requires speed, skill bank of self-checkout machines our store recently
and experience that not everyone can learn on the fly.
installed, they line up deep into the aisles to be helped And a lot of people just prefer interacting with a by a human being. And those are the customers who
person.
have time to wait: Every day I see customers give up
and walk out the door without buying anything because I've worked at Foods 4 Less for five years, and I love the line is too long and they are frustrated by the serving my community. I have long-standing problems they've encountered when trying self- customers who seek out my register and with whom I checkout. share moments of personal connection week after week. But with longer lines at the fewer human-staffed
But our bosses have prioritized profits that benefit the registers, there's less time to say "hi," another way shareholders of Kroger, the parent company of Food 4 automation is shredding the social fabric.
Less, far above customer satisfaction. Workers' well-
being is even further down on their agenda. The
The Boyle Heights Food 4 Less story is happening in
addition of self-checkout at the store where I work has industries across California and the nation. What us managing increased workloads and dealing with choice do any of us have? Everyone needs a grocery disgruntled customers. Our physical safety has also store - they're essential, remember? But if the been jeopardized by the shift. Legislature passes SB 1446, those lines at the staffed checkout stations will be shorter and the workers
That's because, unsurprisingly, self-checkout
helping you when the self-checkout computer has a
machines provide more opportunity for shoplifting. glitch will be less stressed. Maybe everyone will even The company accounts for this and apparently have a chance to say hi. considers the increased losses worth the savings they
get from reduced staffing expenses. But at my store, a Aurora Hernandez works at Food 4 Less in Boyle single worker is expected to watch all six self-checkout Heights and is a member of the United Food and registers, and when we see or suspect a theft it can be Commercial Workers Union Local 770.
UFCWB24
STRONGER TOGETHER
STAFFED STORES
ARE SAFE STORES
While self-checkout is touted as a tool to streamline operations and enhance convenience, these systems have increasingly become a source of serious safety and service challenges. Retail workers are overwhelmed by the responsibility of managing multiple self-checkout stations with insufficient staffing, often while handling other duties. This situation elevates workplace tension and risk, especially when machines malfunction or customers become frustrated. The lack of human oversight makes it harder to prevent theft, and when theft occurs, workers are left to deal with the fallout, contributing to hostile work environments and unsafe conditions.
That's why the Long Beach City Council passed the "Safe Stores are Staffed Stores" ordinance to address growing concerns over automation-driven understaffing and its impact on public safety. Safe stores are staffed stores and every worker should feel safe going to work.
WHAT KIND OF RETAIL WHAT WILL THE LAW
STORES DOES THIS CHANGE ABOUT HOW
APPLY TO? SELF-CHECKOUTS ARE
Grocery stores OPERATED?
• Drug retail stores
• Superstores that sell groceries • No self-checkout station can open until at (e.g. Walmart, Target least one traditional check stand is open. • One worker can only be assigned to
supervise a maximum of 3 stations at the
same time.
HOW IS THIS NEW LAW • Workers assigned to supervise self-checkout GOING TO BE stations cannot be assigned any other work
ENFORCED? responsibilities that would interfere with
their ability to supervise their assigned self-
• This ordinance will be enforced through checkout
Public Right of Action. This allows private • Products that are kept in a locked cabinet individuals to sue stores that are not in
compliance with the new ordinance. and items that require ID to purchase are prohibited from purchase in self-checkout.
• Both customers and employees can sue,
but UFCW 324 is advising our members to • Signage is required to be posted in or in the work in conjunction with our local vicinity of the self-checkout area, limiting representatives to enforce this ordinance. self-checkout transactions to no more than 15 items.
• Failure of compliance will result in a $100
fine, increasing by $100 every day until the • Additional signage will be required, store reaches compliance. The fine is displaying information about the ordinance. capped at $1000 a day.
UFCW 24
STRONGER TOGETHER
SELF-CHECKOUT
EXPECTATION REALITY
Better Customer Experience Worse Customer
Experience
Self-checkout will improve • Self-checkout machines not working the shopping experience for properly leads to customer dissatisfaction customers by allowing for • Companies open self-checkout and less checkstands, leading to longer lines at
shorter customer wait times self-checkout
and avoid long lines at • Companies use self-checkout to save checkout labor costs and thus understaff stores,
worsening customer service
Better Worker Experience Greater Workload &
More Stressful
Workplace
Self-checkout will free up • Companies understaff stores and increase the workload of remaining workers
workers to complete • 1 worker is forced to supervise several other tasks machines with multiple transactions while
expected to complete other duties
around the store
• Self-checkout machines require constant
maintenance from workers
Better Worker-Customer Confrontational
Experience Interactions between
Customers & Workers
Self-checkout will improve • Interactions between workers and interactions between customers have become more hostile as customers face accusations of theft as
workers and customers by shoplifting through self-checkout is avoiding confrontational common
disputes in checkstands • Workers are more likely to be disrespected by customers in stores that have self-
checkout and are understaffed
UFCW324
STRONGER TOGETHER
Regulating
Self-Checkout
Will Protect Workers, Businesses, and Consumers
The use of self-checkout machines across the retail sector has led to greater losses to businesses from customer theft and an increasingly dangerous workplace for workers.
The Problem
• Workers are forced into unsafe We are pressured by our employer to push
interactions with customers customers to use self-
• Increased reliance on SCO leads to checkout, meanwhile theft and longer lines one person is made to
supervise multiple
• Supervision of SCO is inadequate machines while still performing other duties.
This increases customer
theft and when we try to
prevent theft, customer
interactions become
SCO Puts Workers confrontational as a
result.
in Danger
66 • Most SCO supervisors must supervise on
average 7 machines by themselves
• In a study by ECR Retail Loss Group, 63% of
respondents report they can only properly
supervise when not busy with other duties
• 32% report weekly violent and verbal abuse
incidents from customers
• More SCO machines means staff cannot
properly supervise machines and experience
increased violent and verbal abuse incidents Curtis Lawrence UFCW Member & Albertsons Food Clerk
Self-Checkout + Understaffing
= More Theft = More Understaffing
Companies like SCO
because they want to
save money by
understaffing
Less revenue means
Understaffing
companies want to
creates more theft
save more money and more shrink
by understaffing
More theft and shrink
means less revenue
Greater Company Increased Understaffing
Losses and Customer Disrespect
• More sales through SCO means • 52% of workers in stores without SCO report greater "shrink" that their stores are always understaffed • SCO results in roughly 25% of • 61% of workers report their stores are always all unknown store losses understaffed when they do have SCO Solutions Self-Checkout supervisor oversees a maximum of 3 machines
Supervisor must be stationed there at all times
Self-Checkout can only be open once a line is opened first Limit to items that can do through SCO (nothing requiring ID or under lock and key
Covers Union stores and non-union stores
(Walmart, Target, Amazon)
California PROSECUTORS
UFCW
LABOR ALLIANCE
a VOICE for working America
Federation California
WESTERN STATES COUNCIL
REGULATING SELF-CHECKOUT WILL
PROTECT WORKERS AND CONSUMERS
20.1 million Americans have stolen from a self-
checkout kiosk; 8.85 million plan to do it again
Retailers lost over $10 billion in gross revenue due to retail theft from self-checkout
Self-checkouts see up to four times as much shrinkage
as traditional cashiers
15% of consumers admit to using self-checkout to
steal; 44% of them plan to re-offend
67.3% of consumers report using a dysfunctional self-
service kiosk.
41.8% of consumers who avoid self-service checkout
do so because they experienced a slower checkout or
believe the process to be slower
25.1% of consumers who avoid self-service checkout
do it because they've tried to use one that didn't work
19.9% of consumers who avoid self-service prefer
interaction with an employee.
Source: https://finance.yahoo.com/news/grabango-computer-vision-analytics-uncover |40000764.html#:~:text=Based%20on%20a%20market%20size,billion%20in%20lost%20profits%20annually.
Source: https://capitaloneshopping.com/research/shoplifting-statistics/ Source: https://capitaloneshopping.com/research/self-checkout-statistics/ Source: https://www.retaildive.com/news/retail-shrink-problem-difficult-mystery/692775/ AUGUST 2024
> SHIFT
Please Wait, Help is on the Way:
Self-Checkout, Understaffing, and Customer Incivility
in the Service Sector
Introduction
So called "self-checkout" machines have become speedy, convenient transaction that would enhance one of the most ubiquitous, and one of the most customer satisfaction (Toshiba 2024, Target 2024). fraught, forms of new technology in grocery stores, For firms, the machines come with the prospect pharmacies, and retail stores generally. The journey of cost-saving reductions in check-out personnel, of self-checkout technology began on an optimistic enhanced flexibility in deploying labor elsewhere, note. When the first machines were introduced at and churning out customers faster (NCR 2019). Such Kroger stores in Atlanta in 1986, they were celebrated technology could also shield workers from difficult as a "revolution in the supermarket," enthusiastically customer interactions that can arise at checkout over welcomed for the potential to reduce labor costs bagging, forms of payment, and prices (Kinder and and shorten customer wait times (Puzo 1987). The Lenhart 2019). adoption of self-checkouts skyrocketed during the
Covid-19 pandemic, driven by public health concerns, And yet anecdotes of customer frustration, and they remained a common fixture as the pandemic dissatisfaction, and even rage in the face of self- subsided (Food Industry Association 2023). However, checkout technology are easy to find. News articles as their presence grew, so did the challenges and indicate that during self-checkout, customers often frustrations associated with their use. encounter machine errors, experience significant frustration from the additional work required, and
The manufacturers of self-checkout machines and bemoan the lack of expected human touch in the the retailers that implement them often touted service (Andrews 2018, Schulz 2023, Gibson 2024). the benefits from both customer and business Additionally, customers also express anger from perspectives. For customers, the machines promise a increased accusations of theft, as shoplifting through HARVARD Kennedy School Daniel Schneider Kristen Harknett Harvard Kennedy School UC, San Francsico
for Social Policy shift.hks.harvard.edu
intentional or accidental skipped scans is a prevalent We draw on novel data collected from over 14,000 and costly issue (Reuter 2023, Schulz 2023). Anti-theft workers at 135 of the largest service sector firms in the measures on the machines further exacerbate these United States to provide one of the first examinations frustrations, as they often require workers to address of the relationship between self-checkout machines, constant false alarms, such as the notorious error of understaffing, and workers' experiences of customer an "unexpected item in the bagging area" (Meyersohn incivility. 2022).
Technology at Work
Due to frequent machine and human errors,
self-checkout stations end up requiring regular Self-checkout machines are one of the most maintenance and supervision by workers (Andrews commonly reported forms of technology at work in 2018). When this technology goes wrong, it is often grocery, pharmacy, and other retail stores. Figure 1 workers, potentially, depleted in their ranks, who shows that compared with technology that is used to are called on to fix it and to mollify irate customers take inventory (such as RFID scanning machines), (Kinder and Lenhart 2019). If self-checkout machines to provide customer service, or to do stocking, self- reliably substituted for human cashier workers, then checkout is far more prevalent, with 30% of workers reduced staffing would not necessarily be a problem. reporting self-checkout machines in their workplace.
This kind of staffing reduction could reflect true This technology appears across sub-sectors, but is technical substitution allowing a reduced workforce by far most commonly reported in the grocery sub- to still adequately meet business and customer needs. sector, with 58% of workers reporting self-checkout But, these anecdotes raise the question - have firms in their stores, against just 5% in retail apparel, that have deployed self-checkout gone too far in 18% in food service (including fast food and casual reducing staffing, leading to understaffing? dining), 25% in pharmacy, 41% in department/general merchandise, and 30% in miscellaneous retail.
Figure 1. Prevalence of Workplace Technology by Type and Sub-Sector 60%
50%..
40%"
Prevalance of Technology 30%1
20%..
10%*
......
Grocery Dept./Gen. Merch Misc. Retail Pharmacy Food Serv. Retail Apparel • Self-Checkout • Inventory I Stocking um Cust Service
Self-Checkout, Understaffing, and Customer Incivility 2 Self-Checkout and Understaffing It would not be surprising to find lower levels of staffing in stores that have deployed self-checkout
Companies are clear that self-checkout machines machines. But, does this technological deployment are designed to reduce labor costs by substituting lead to understaffing rather than just to less staffing? technology for cashiers. Yet as customers know well,
self-checkout machines can be imperfect substitutes The left panel of Figure 2 compares workers' reports and can require troubleshooting from workers. of frequent understaffing ("always") from workers The question then is not only if self-checkout who reported self-checkout in their stores versus machines reduce staffing, but whether firms over- those who did not and the right panel does the same, adjust, reducing staffing more than the technology's except with "always" or "often" as the outcome autonomous capabilities really warrant. variable.
We asked workers directly about staffing levels Defined either way, significantly more workers report at the establishments at which they work: "how understaffing when working in stores with self- often are there not enough people or staff to get all the checkout. Where 23% of workers in stores without work done?" Overall, the majority of workers, 53%, self-checkout report that there are always insufficient reported that their stores were "always" or "often" workers to get all the work done, the share is 26% understaffed, including 25% of workers who said higher, at 29% in stores with self-checkout. Similarly, such understaffing occurred "always." But, there was while the majority of workers in stores without self- substantial variation in the prevalence of frequent checkout report there are always or often insufficient understaffing across firms, especially those in grocery workers to get the work done (52%), significantly and pharmacy. For instance, while 22% of Costco more, 61%, of workers report that to be the case when workers, 14% of HEB workers, and just 3% of Trader the stores have self-checkout.
Joe's workers reported that their stores were "always"
understaffed, the shares were far higher at Rite Aid These results adjust for other differences that may (35%), Safeway (37%), Target (45%), Dollar General exist between workers in stores with self-checkout (46%), and CVS (47%). and those without, including worker demographics Figure 2. Self-Checkout and Understaffing
Store is Always Understaffed Store is Always or Often Understaffed 70%
60% -
50%*
20%.
40%..
30%
10%..
20%*
10%..
0% -
no self-checkout self-checkout no self-checkout self-checkout Self-Checkout, Understaffing, and Customer Incivility 3 (gender, race/ethnicity, age, education, and marital we examined the relationship between a store not status), worker characteristics (covered by collective having enough workers and two kinds of worker- bargaining, being a manager, job tenure) and other customer interactions: (1) how often workers feel aspects of job quality (hourly wage, amount of bullied, including things like being humiliated, advanced schedule notice, last minute timing changes constantly criticized, or excessively teased, at work by to schedule, and access to paid sick leave). customers vs. (2) how often workers feel respected at work by customers.
Understaffing and Customer Incivility
We find clear evidence that workers are more
So what? Do workers' reports of understaffing frequently bullied and less likely to be treated correspond with in-store consequences for the with respect when they work in stores that are workplace environment and customer service always understaffed. The differences across these experience? To understand the stakes of understaffing, staffing contexts are striking. Among the workers Figure 3. Understaffing and Customer Disrespect and Bullying Customers are Never/Rarely Respectful to Worker Customers Often/Always Bully Worker 30% 30%.
20%** 20%-*
10%.. 10%
0%.. 0%*
Not Always Understaffed Always Understaffed Not Always Understaffed Always Understaffed whose workplaces were always understaffed, 26% Self-Checkoutand Customer Incivility eported that customers never or rarely treated then
vith respect and 25% often or always felt bullied b We can put these puzzle pieces all together to examine customers in their interactions, against 12% and 11% how self-checkout then shapes workplace climate of workers, respectively, in workplaces that were less and the customer service experience. While there are consistently understaffed. As above, these estimates many sources of customer disrespect and bullying in are adjusted to account for a wide variety of potentia the service sector, we find that self-checkout plays a differences between workplaces including demographics, job characteristics, and les quality.
Self-Checkout, Understaffing, and Customer Incivility 4 Workers who report self-checkout machines in their Now may be the time to step back and rethink the workplace are 14 percent more likely to never or rarely use of self-checkout machines, not just for the benefit be treated with respect by customers and 12 percent of customers and firms, but also for the workers who more likely to always or often be bullied in customer must deal with the technology's daily glitches and interactions. customer frustrations. Cutting back on the machines is a start, but more importantly, we must turn our
Conclusions attention to the frustrations that the technology exposes, such as reduced staffing and customer
The deployment of self-checkout machines in retail incivility, to create better experiences for workers settings, particularly in grocery stores, is a ubiquitous and customers alike. technological advancement aimed at reducing labor
costs and improving customer satisfaction. However, Authors we find significant negative consequences related
to staffing levels and customer interactions. Self- Nayun Eom is a PhD student in the Sociology checkout machines are most common in grocery Department at Harvard University. stores, with 58% of workers in this sub-sectorreporting [email protected] their presence, compared to lower percentages in
other retail areas. In stores that deploy self-checkout Daniel Schneider is the Malcolm Wiener Professor machines, significantly more workers report of Social Policy and Professor of Sociology at Harvard frequent understaffing in stores with the technology, University. highlighting the drawbacks of relying too heavily on [email protected] this technology without ensuring adequate staffing
levels to deal with its errors. Workers in "always" Acknowledgements understaffed settings experienced more bullying
and are treated with less respect from customers This research was supported by a grant from the compared to those in better-staffed settings. National Institutes of Aging (1Ro1AG066898). We are grateful to Shift Project team members Alessandra
When we integrate these findings, we can better Soto, Connor Williams, Dylan Nguyen, Jeremy understand how self-checkout affects the workplace Mopsick, and Tyler Woods for their assistance with environment and customer interactions. Simply put, this research. We appreciate valuable comments from the deployment of self-checkout machines often Kristen Harknett. leads to understaffed workplaces, resulting in more
frequent occurrences of customer disrespect and
bullying.
Early self-checkout machines in the late 198os
were lauded as "a giant leap forward" (Puzo 1987).
However, there is nothing inevitable about the
continual expansion of self-checkout machines, or
any technology in the workplace. In the past year,
large retailers such as Walmart have scaled back
their self-checkout options nationwide, following the
lead of Target, Safeway, and Dollar General, which
have also reduced or even removed them altogether
in some cases (Gibson 2024, Gordon 2024). These
retailers cite customer satisfaction as the primary
reason, aiming to offer a "more personalized and
efficient service" by reinstating human cashiers
(Gordon 2024).
Self-Checkout, Understaffing, and Customer Incivility
Methodological Appendix
The Shift Project has collected survey data from hourly service-sector workers employed at large retail and food establishments since the fall of 2016. The data are collected twice annually in repeated cross-sections.
The Shift Project recruits survey respondents using online Facebook and Instagram advertisements, targeted to workers employed at large retail and food-service employers. Those who responded to the Shift survey invitation were automatically routed to a survey landing page where they were asked to consent to participate in the study, then began the online self-administered survey using the Qualtrics platform. As an incentive, those who completed the survey and provided contact information were entered into a lottery for a $500 Amazon gift card. The survey included modules on job characteristics, work schedules, demographics, economic stability, health, parenting, and child outcomes. To screen out invalid survey responses, we used an attention filter (a question that instructed respondents to select a particular response category to verify the accuracy of their responses). In addition to the survey core, special modules are rotated on and off the survey.
There are three sets of survey measures at the core of our analysis in this research brief:
Presence of self-checkout
Does your [EMPLOYER NAME] workplace use any of the following technologies to complete or assist with orders and sales? Customers use self-checkout registers or apps in the store. 1 Yes
2 No
Customer respect and bullying
How often do you feel respected by.... Customers?
1 Never
2 Rarely
3 Sometimes
4 Often
5 Always
How often are you bullied, including things like being humiliated, constantly criticized, or excessively teased, at work by... Customers?
1 Never
2 Rarely
3 Sometimes
4 Often
5 Always
Understaffing
At [EMPLOYER NAME], how often are there not enough people or staff to get all the work done? 1 Always
2 Often
3 Sometimes
4 Rarely
5 Never
Self-Checkout, Understaffing, and Customer Incivility 6 These questions are not in the survey core and so appear only in some waves of the Shift Project data collection.
The table below indexes at which waves each set of items is asked.
Wave Self-Checkout Customer Respect/Bullying Understaffing 7 8
2 10
11 12
13 14
15 16
To maximize sample size, we draw on Waves 7-14 and 16 for the analyses of the presence of technology by subsector from a sample of 95,355 workers. We then draw on Waves 7, 8, and 16 for the analysis of self-checkout and understaffing from a sample of 14,778 workers with complete data on outcome, keypredictor, and covariates.
For our analysis of understaffing and customer respect and bullying, we deploy data from Waves 15 and 16 from 12,313 workers with complete data. Finally, for the analysis of self-checkout and customer respect and bullying, we use data from 15,362 workers with complete data collected in Waves 11, 14, and 16.
The survey recruitment approach yields a non-probability sample of workers, which may differ from the broader population of service-sector workers. To mitigate potential bias, we construct survey weights that adjust our sample to reflect the universe of service-sector workers in the U.S. These weights are constructed in two stages.
First, we construct survey weights to adjust the demographic characteristics of the Shift survey sample to match the demographic characteristics of service-sector workers in the American Community Survey (ACS) for the years 2012-2021. We align the ACS sample with the Shift sample by selecting workers in the ACS who are employed in the same occupations and industries as the Shift sample. These weights are constructed using age, gender, race/ethnicity, and educational attainment.
Second, to ensure that our sample accurately reflects the distribution of employment types among large retail and food-service employers, we use data from the Reference USA database of U.S. establishments. The RefUSA database contains a detailed listing of all retail and food establishments nationally. RefUSA contains the size of' the workforce for each establishment, which we aggregate up to the industry level. Then, using the aggregated RefUSA employer data, we create weights to align our Shift survey sample to the distribution of workers by industry within state.
The results we present in this report are unweighted, but in supplementary analyses we applied these ACS demographic and RefUSA employer weights and find that the results are not sensitive to weighting.
For a detailed discussion of The Shift Project data collection, methodology, and data validation, see Schneider and Harknett (2022).
Self-Checkout, Understaffing, and Customer Incivility
Alcala, Abigail
From: Giang, Nancy
Sent: Tuesday, May 5, 2026 11:26 AM
To: eComment
Subject: FW: Contact the City Council Submission
Hello,
Please see below for additional submission regarding the self-checkout ordinance. Thank you! Best,
Nancy
Nancy Giang, Executive Assistant
City Manager's Office
20 Civic Center Plaza, Santa Ana, CA 92701
SANTA A
714-647-5242 | [email protected]
From: [email protected] <[email protected]> On Behalf Of Contact the City Council Online Form
Sent: Tuesday, May 5, 2026 10:51 AM
To: Mills, Susan <[email protected]>; Bustos, Laurangel <[email protected]>; Giang, Nancy <ngiang@santa- ana.org>; Vazquez, Benjamin < [email protected]>; Lopez, Jessie «[email protected]>; Bacerra, Phil <[email protected]>; Hernandez, Johnathan <[email protected]>; Penaloza, David <[email protected]>
Subject: Contact the City Council Submission
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Name
Tim James
Email
[email protected]
Address
1005 12th St. #200
Sacramento, California 95814
United States
Map It
Phone
(916) 448-3545
Who is this message for?
Mayor Valerie Amezcua
: Mayor Pro Tem David Penaloza
• Councilmember Thai Viet Phan
• Councilmember Benjamin Vazquez
• Councilmember Jessie Lopez
• Councilmember Phil Bacerra
• Councilmember Johnathan Ryan Hernandez
Comments or questions
Councilmembers, As we saw in Voice of OC this morning it is confirmed that the city and its representatives only choose to work with labor interests before brining an ordinance forward.
Our purpose in asking you to not move forward at this time is to avoid making the mistake of other cities. There is a real and genuine opportunity to develop policy that meets the needs of all parties, without hurting the grocers we all rely on.
You have our full commitment to explore policy options in partnership with the city and others. The recently ratified UFCW collective bargaining agreement which regulates self-checkout is a clear example that consensus can be reached.
We ask you to not pass an ordinance this evening, instead create space for conversation and partnership with your grocers before choosing a policy direction.
Thank you for consideration and reach out anytime, Tim
Timothy James
California Grocers Association
916-448-3545
[email protected]
Upload a file
• 4730088c-sa-sco-voc-story.pdf
2 VOICE•fOC
ORANGE COUNTY'S NONPROFIT NEWSROOM
SANTA ANA
Another Orange County City Considers
Mandating Staffing at Self-Checkout Aisles
BY HOSAM ELATTAR
4 hours ago
Why you can trust Voice of OC
E PLURIBUS UNUM
The Santa Ana City Council meeting on July 1, 2025. Credit: ERIKA TAYLOR, Voice of OC Santa Ana leaders are the latest in Orange County considering requiring retailers like grocery stores and pharmacies to staff their self checkout aisles in an effort to curb retail theft.
Grocers argue the new regulations will increase prices for customers and that cities are implementing these ordinances without seeking or getting their input.
But local grocer union officials have previously said that staffing self-checkouts help curb theft.
So far, officials in Long Beach and Costa Mesa have adopted their own laws regulating the self-checkout aisles while Anaheim City Council members earlier this year directed staff to come back with their own ordinance for a vote.
[Read: Anaheim Might Require Staffing at Self-Checkout Stands] At their 5:30 p.m. meeting Tuesday, Santa Ana City Council members are expected to consider an ordinance establishing item limits, restrictions and staffing ratios for self checkout kiosks at local supermarkets and retail drugstore chains like Walgreens.
"Increased employee presence in checkout areas improves oversight and may deter retail theft, which has been identified as a growing concern in retail environments," reads a staff report. "Establishing minimum staffing ratios reduces the burden on employees tasked with monitoring multiple transactions simultaneously and helps mitigate workplace conflicts." Mayor Valerie Amezcua and City Manager Alvaro Nuñez, who are bringing forth the ordinance together, did not respond to separate requests for comment Monday.
Nate Rose, a spokesman for the California Grocers Association, said officials are trying to copy what he called a "bad" policy in Long Beach without seeking input from local grocers, adding the proposed law will raise consumer prices.
"Anytime elected officials pursue laws that increase operational costs, there's just simply no place else for those costs to go, other than to higher prices on grocery store shelves," Rose said in a Monday phone interview.
"One of the biggest issues we have with this is that they're going to vote on this thing on Tuesday, and we've had no outreach at all to the group, to the grocery community." United Food and Commercial Workers Local 324, a union that represents grocery workers, argue these ordinances will help support employees and curb retail theft.
Jenna Thompson, a spokeswoman for the union, said workers who oversee self-checkout stands have multiple responsibilities, adding that such ordinances protect workers and customers. "When cities pass an ordinance, they will provide thousands of workers - union and non-union - with extra support and better service for customers. UFCW members look forward to seeing Santa Ana pass legislation to ensure quality jobs and safe, positive shopping experiences," she wrote in a Monday email.
Thompson also said city officials did seek input from the union and retailers are losing money to theft and passing costs to customers.
Under the proposed ordinance, supermarkets in Santa Ana will have to have at least one employee staffed checkout aisle before opening a self-checkout stand
Stores will also have to have one employee whose sole responsibility is to monitor the self checkout kiosks and will have to implement one employee for every three self-checkout kiosks ratio.
The ordinance also establishes a 15 item or less limit for customers to use the self checkout kiosks and would prohibit shoppers from buying things like cigarettes and alcohol at the stands - something stores already do.
Violations to the proposed rule could result in employees or customers suing the stores with penalties of up to $1,000 per employee per day.
Hosam Elattar is a Voice of OC reporter: Contact him at [email protected]. © 2026 Voice of OC
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Alcala, Abigail
From: Mai Do < [email protected]>
Sent: Tuesday, May 5, 2026 12:16 PM
To: eComment
Subject: Agenda Item 28 - Support
Attachments: 5.5.26 SACC Item 28.pdf
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Hi there,
Please see attached a letter of support from the Harbor Institute for Immigrant & Economic Justice for Agenda Item 28 on the upcoming City Council meeting agenda.
Sincerely,
Mai Nguyen Do
Mai Nguyen Do, PhD
They/Them
Research & Policy Manager
Harbor Institute for Immigrant & Economic Justice
HARBOR
INSTITUTE [email protected]
@ www.harborinstituteoc.org
® 837 N Ross St, Santa Ana, CA 92701
Subscribe to The Beacon Report — Our monthly briefing on policy and power in OC.
INSTITUTEL
FOR IMMIGRANT & ECONOMIC JUSTICE
May 5, 2026
Santa Ana City Council
20 Civic Center Plaza
Santa Ana, CA 92701
Re: Agenda Item #28, Ordinance Establishing Staffing and Operational Standards for Self-Service Checkout Stations in Drug and Food Retail Establishments To the Mayor and Members of the Santa Ana City Council:
The Harbor Institute for Immigrant and Economic Justice writes in strong support of Agenda Item #28, the proposed ordinance regarding staffing standards for self-service checkout stations.
The proposed ordinance will help strengthen workers' job security, improve workplace safety, and ensure the public knows that City Hall cares about the many workers and consumers that fuel Santa Ana's local economy.
In addition to maintaining adequate working conditions, the proposed ordinance will promote a more inclusive experience for customers in Santa Ana. After all, research suggests that excessive proliferation of self-checkout without adequate staffing to support self-checkout stations may discourage or otherwise hinder store patronage from vulnerable groups such as seniors or individuals with limited technological literacy.' We join workers and residents in urging you to move forward with this proposed ordinance.
Sincerely,
Mai Nguyen Do, PhD
Research & Policy Manager
Harbor Institute for Immigrant & Economic Justice
'Larson, Ronald B. 2019. "Supermarket Self-Checkout Usage in the United States." Services Marketing Quarterly 40(2): 141-56. doi:10.1080/15332969.2019.1592861.
Alcala, Abigail
From: Mary Kasper <[email protected]>
Sent: Tuesday, May 5, 2026 12:48 PM
To: eComment; !City Clerk
Subject: Proposed Self-Checkout Ordinance - May 5, 2026 Hearing Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Dear Mayor Amezcua, Mayor Pro Tem Penaloza, Councilmember Phan, Councilmember Vazquez, Councilmember Lopez, Councilmember Bacerra, Councilmember Hernandez, and Council Staff, On behalf of Superior Grocers, I write regarding the Self-Checkout Ordinance currently under consideration by the Santa Ana City Council. Superior Grocers operates three stores in Santa Ana, employing approximately 300 team members who serve thousands of local residents each week.
A Self-Checkout Ordinance carries significant operational implications for grocery retailers and for the customers who rely on us. To date, however, local grocers, including Superior Grocers, have received no outreach or communication from the City regarding this proposed regulation.
It is critical that the Council and the public be fully informed of the practical considerations and potential consequences of self-checkout regulation before taking action. Changes to well-established self-checkout practices, if implemented without meaningful industry engagement and public input, may inadvertently create adverse impacts on store operations, employee workload, and the customer experience. Notably, a similar ordinance adopted in Long Beach has not delivered on its promised results and has instead imposed substantial operational burdens on grocers while negatively impacting the customer experience.
Every other jurisdiction that has considered regulating self-checkout has conducted public hearings and stakeholder engagement prior to advancing an ordinance for consideration. We respectfully request that the City Council engage with the local grocer community and solicit public feedback before proceeding with any action affecting self-checkout operations.
We ask that the City Council withhold consideration of the Self-Checkout Ordinance at this time. Superior Grocers values its partnership with the City of Santa Ana and welcomes the opportunity to collaborate on a thoughtful, balanced approach that reflects the needs of all stakeholders: employees, customers, businesses and the broader community.
Thank you for your consideration, for your service to the community, and for taking the time to hear the concerns of your constituents. We are available for follow-up and would be pleased to provide additional information or answer any questions you may have.
Respectfully,
Mary Kasper
1 Mary Kasper
Chief Legal and Human Resources Officer
Superior Grocers
15510 Carmenita Road
Santa Fe Springs, CA 90670
Office: 562-345-8597
Mobile: 310-662-1332
[email protected]
Welcome to Superior Grocers - Superior Grocers
SUPERIOR
GROCERS.
2 Alcala, Abigail
From: Claudio Gallegos < [email protected]> Sent: Tuesday, May 5, 2026 1:38 PM
To: Comment; Amezcua, Valerie; Phan, Thai; Vazquez, Benjamin; Lopez, Jorge (SAPD) Sacerra, Phil; Hernandez, Johnathan; Penaloza, Davic
Cc: John Kachirisky; Matt Wharton; Claudia Perez SAPOA
Subject: Letter from Santa Ana POA Supporting Item 28
Attachments: Letter Item 28.pdf
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Good Afternoon Mayor and City Council,
Attached is our letter of support for Item 28: The Ordinance Establishing Staffing and Operational Standards for Self- Service Checkout Stations in Drug and Food Retail Establishments. We thank the Mayor for bringing this important crime fighting took forward and hope the City Council votes to pass it tonight. Thank you.
Claudio Gallegos
Political Director
Santa Ana Police Officers Association
1607 NORTH SYCAMORE SANTA ANA, CALIFORNIA 92701-3513
[714] 836-1211 FAX [714] 836-6108
May 5, 2026
Dear Mayor Amezcua and Honorable City Council,
I am writing to express the support of the Santa Ana Police Officers Association for Item 28 on the City Council agenda: the Ordinance Establishing Staffing and Operational Standards for Self-Service Checkout Stations in Drug and Food Retail Establishments.
Since the introduction of self-checkout stations, gaps in their implementation have contributed to an increase in shoplifting. This ordinance represents an important step in addressing chronic retail theft and helping businesses reduce losses. Requiring adequate staffing at self- checkout areas is a practical and effective measure to deter theft and discourage unlawful behavior.
Our officers work around the clock to keep the city safe, but public safety is a shared responsibility. This ordinance is one of many ways the community can partner with law enforcement to maintain a safe environment. It sends a clear message that Santa Ana will not tolerate retail theft.
We thank Mayor Amezcua for bringing this important measure forward and respectfully urge the City Council to support public safety, local businesses, and the community by approving this ordinance.
Sincerely,
for kin
SERGEANT JOHN KACHIRISKY
PRESIDENT
SANTA ANA POLICE OFFICERS ASSOCIATION
JK/mw
Alcala, Abigail
From: Bulmaro Vicente < [email protected]>
Sent: Tuesday, May 5, 2026 1:56 PM
To: eComment
Subject: Public Comment CC 5.5.26 - Item 28
Attachments: 5.5.26. SA CC - Chispa Item 28.pdf
Attention: This email originated from outside of City of Santa Ana. Use caution when opening attachments or links.
Hi,
On behalf of Chispa, please find our letter of support for item 28.
In Solidarity,
Boomer
Policy and Political Director | Chispa
e: [email protected] c: 714.747.4271
1505 E 17th Street Suite 117 Santa Ana, CA 92705
Chispa is building a political home for young Latinxs in Orange County! Please consider making a donation to help us build our casita. Chispa is a project of Tides Advocacy, a 50104 non-profit organization.
Chispa
Chispa
May 5, 2026
Mayor Amezcua and Members of the Council
City of Santa Ana
20 Civic Center Plaza
Santa Ana, CA 92701
Re: Item 28 - Self-Service Checkout Standards Ordinance Dear Mayor Amezcua and Members of the City Council,
On behalf of Chispa, we write to express our strong support for Item #28, which would establish staffing and operational standards for self-service checkout stations in drug and food retail establishments in the City of Santa Ana (City).
As outlined in the City's staff report, the rapid expansion of self-service checkout systems has raised legitimate concerns around retail theft, employee workload, and equitable access to staffed checkout services. This ordinance represents a thoughtful and proactive response to these challenges, ensuring that these systems do not come at the expense of worker protections or public safety.
Retail workers are often placed in difficult positions when overseeing multiple self-checkout stations simultaneously, increasing stress and the potential for conflict. Establishing clear staffing standards will help ensure that employees are adequately supported and that customers have access to assistance when needed
The City has the opportunity to join a growing number of cities, including Long Beach and Costa Mesa, that have taken steps to regulate self-service checkout systems. By adopting this ordinance, the City will continue to position itself as a leader in balancing innovation with fairness, safety, and accountability.
For these reasons, we respectfully urge the City Council to adopt the proposed ordinance. This policy is a commonsense step toward protecting workers, supporting customers, and ensuring that our local economy operates in a way that reflects our community's values.
Best,
Butnaro tirate
Bulmaro Vicente,
Policy and Political Director