Read this article about BCLC, Finalist in the Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.
BCLC: Digital 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.
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 and bingo service providers, and our internal employees and vendors.
Over the past few years, data analysis and feedback collected from our customers, business partners and stakeholders has made one thing clear: customer expectations are evolving and the CSC needs to evolve to meet and exceed the demand.
As one example, our player demographic is changing, increasingly moving from play at casinos and lottery retailers to online at PlayNow.com. This shift is reflected in the increased demand for support in email, live chat, SMS and social media channels. In fact, as much as 70% of the CSC’s interaction volume is now related to online gambling, and chat interactions surpassed phone calls for the first time in our history. We are seeing a customer base that is rapidly embracing digital tools and communication methods. It was time for us to evolve!
Digital transformation Implementation Process
Digital transformation is not about acquiring new technology; rather the technologies we invest in must support solid processes designed from the customer’s perspective. Implementing new tools and unlocking new capabilities happens at the end of a complex journey that starts with planning and change leadership. To ensure success, it was important to be deliberate and conscientious about the way we would move forward and the way we wanted to work in the future. By prioritizing and sequencing the activities in the most effective manner we would ensure excellent results.
Project Impact/Business Results
Despite swift and radical transformation in our technology stack and operational processes, 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.
Faced with the growth of a digitally-savvy customer base, the CSC capitalized on the opportunity to advance its strategic goals, implementing new technologies and unlocking new capabilities, while achieving remarkable results and permanently transforming the way we operate and serve our customers.
Digital Transformation & Operational Excellence Industry Awards 2021
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.
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.
Quick Links
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