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BTOES Insights Official
By
January 12, 2022

BCLC's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver Business Transformation

Read this article about BCLC, Finalist in the Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

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BCLC: Business Transformation

Since 1985, BCLC has been helping communities grow. BCLC conducts and manages lottery, casino, bingo and online gambling on behalf of the province of B.C. for the benefit of British Columbians. Thanks to players in B.C., more than $23 billion generated by gambling activities went back into health care, education, and community groups across B.C.

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From the head office in Kamloops, B.C., the Customer Support Centre (CSC) is the hub of BCLC’s customer care experience, offering world-class, multichannel support to our players and the public, lottery retail partners, casino service providers, and our internal employees and vendors.

The CSC has a long history of innovation and driving change within BCLC, always looking for new ways to adapt and transform to meet an ever-changing business landscape and meet the increasing demand for our services from our customers in a fiscally responsible way.

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In October of 2019 we began a pilot to explore Work from Home, and a hybrid workforce. We knew that we were at a critical mass and our business was very reliant on an in-office approach. Our reasoning behind our pilot was to:

  1. Expand our business continuity capabilities
  2. Meet the needs and wants of our employees to provide them a work and life balance
  3. Grow flexibility within our capacity and scheduling model
  4. Expand technology capabilities as we looked to more cloud-based and AI applications

Little did we know our efforts in being so forward-thinking would reap us such rewards at a team and organizational level.

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Project Impact/Business Results

During the pandemic, our interaction volumes increased dramatically by over 83% compared to the same time in the previous year, leading to the hiring and onboarding of a significant number of new employees – all of whom were trained virtually. Despite the influx of new staff (growing our workforce by 38%) and this novel training method, we maintained our excellent results, all while reducing attrition (reduction of 8%) and significantly increasing NPS (up 18% to 25), productivity (up 21%) and employee engagement (up 5% to 88%). In addition, with such a large workforce now working from home, we were able to contribute in a very meaningful way toward BCLC’s environmental goals, saving over 48,100 litres of fuel and reducing 106,000 kg of CO2 emissions.

Under the intense pressure of the pandemic, the CSC capitalized on the opportunity to advance its strategic goals, achieving remarkable results, and permanently transforming the way we operate and serve our customers.

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Digital Transformation & Operational Excellence Industry Awards 2021

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About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

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Agenda

Highlight Video 

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The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level. 

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Speakers

Agenda

BTOES Awards 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com


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Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120