State Lottery Wins Big with Application Process Automation

Case Study

Overview

Being able to sell state lottery tickets is a prize for retailers. In 2018, more than 6,800 stores across the state sold tickets for lottery games. Those retailers earned more than $166 million in commissions. No wonder more retailers are applying every day to our client to add lottery ticket sales to their offerings.

The Problem

Any retail outlet (gas station, convenience or grocery store etc.) that wants a lottery machine at its place of business has to apply for that privilege. That means filling out a paper application to submit to the state lottery organization by mail or in person. Once that application form reached the lottery’s retailer
contract management team, a new internal form is be started to track the application through the review process.

All the steps in the review process were done on paper, with a single file folder traveling from one person’s desk to the next. This approach was subject to bottlenecks, difficult to track, and slow. The lottery agency hired FileSolve to offer a process automation improvement.

The Solution

The retailers still fill out an application form manually, but the rest of the process has been digitized. Instead of pushing a physical file folder crammed with documents around the office, lottery employees can now view a virtual folder created in OnBase. In fact, before analysts are even informed of the application’s arrival, the system first confirms that all necessary components of the application are complete. This saves analysts the effort of reaching back out to ask for added documentation.

FileSolve's contract management solution facilitated a streamlining of the overall application process and:

  • Reduced the labor associated with capturing and directing the retail application
  • Minimized turnaround time by allowing for simultaneous review
  • Improved visibility into the application review process
  • Provided for improved accountability to applicants

“The client is no longer waiting, saying ‘I need that physical file.’ Now you can have two different departments that are part of this process reviewing the documents at the same time.”

Carlos Jiménez, OnBase Engineer

The Outcome

The lottery agency had a manual process involving at least three, and as many as six, of its personnel handling a physical file. With FileSolve, analysts, accountants and the credit committee members can access the necessary documentation in a virtual folder.

In the past, an application could be held up at any one individual’s desk. That person would have to do their part and physically take the documentation on to the next department for review. Then, at the end, someone would have to compile all of the decision documentation and ensure all the required signatures had been gathered. With process digitization, an individual gets a notification that there is a new application in their queue. Each person can review all the documents on their screen, make notes, add their signature and move the application to the next stage in the process with the simple click of a button.

An added benefit is the simultaneity of the digital process. Now, after the analysts have done the preliminary review, accounting and credit review committee members can go in and begin their parts of the process, no longer waiting for the physical file. Enabling two different departments to revise the documents in parallel expedites the process. Plus, it only takes 20 seconds to pull up that digital application and review all documentation in that case.

Customer service is improved too. Now, if a retailer calls to learn about the progress of an application, it is easy to find the file. It’s not out there somewhere on someone’s desk. The agency can use OnBase’s different reporting tools to search by retailer name, store number, application number or other parameters to quickly view application status.

“We’re talking going from a week to a day,” said FileSolve’s Carlos Jiménez. “It’s definitely a tremendous time savings.”

FileSolve’s OnBase-driven process solution:

  • Streamlined the overall application process
  • Reduced the labor associated with capturing and directing the retail application
  • Minimized turnaround time by allowing for simultaneous review
  • Improved visibility into the application review process
  • Provided for improved accountability to applicants