Government

Oregon Lottery picks customer satisfaction each time!

Oregon Lottery

About

Oregon Lottery is located in Salem, Oregon. Voters created the Lottery in 1984, and it began ticket sales with a Scratch-It instant game on April 25, 1985. The Oregon Lottery is the state’s second largest funding source after personal income tax, earning a profit to mitigate the negative impacts of gambling addiction.

The Lottery’s mission is set out in Article XV of Oregon’s constitution, stating that ‘the highest standards of security and integrity’ should be maintained in order to serve the people of Oregon. And it is this guiding principle that the Lottery has used as their beacon all these years.

Purpose

Oregon Lottery needed to maintain occupancy limits and adhere to social distancing guidelines due to Covid19. They also expressed the desire to be more structured in their management practices, in customer service delivery and in monitoring visitor queues.

Deployment

To meet their objectives and goals, they deployed Wavetec’s cloud based Queue Management solutions, namely Web Ticketing, Web Appointment Scheduling and the Lobby Leader application.

Benefits

  • Ensure social distancing and adherence to occupancy limits
  • Quick and easy deployment
  • Deliver contactless customer experiences
  • Seamless digital onboarding
  • Shorter and faster queues
  • Increase customer satisfaction
  • Predict and monitor visitor flows
Oregon Lottery

Customer Flow

The customer buys a lottery ticket and if they win, they must arrive on-premises to claim their prize. To do so they must either book an appointment using the web application, or issue themselves a virtual ticket via web ticketing.

If an appointment is booked, they will receive an email with the details of the booking with a call to action for check-in. This will be used when the customer is on-premises. Once they are issued a ticket, they will begin to receive notifications about estimated wait times.

As the counter is ready and available to serve them, they will be alerted. After being served, it is time to take home their winnings!

Oregon Lottery
Oregon Lottery
Oregon Lottery

Results

  • Enables social distancing 
  • Adheres to occupancy limits 
  • Cuts down time spent in queue 
  • Increases customer satisfaction
  • Quick and easy deployment 
  • No hardware required 
  • Standalone and scalable