Customer Success Story: Lottery

Transforming Operations for A Dynamic Lottery

A large lottery agency, managing 7,000-8,000 retail locations, sought to modernize its IT infrastructure and streamline operational workflows. Historically reliant on outdated systems and manual processes, the agency faced scalability and compliance challenges.

The Challenges

The client’s existing systems failed to keep up with modern demands. They struggled with:

Inefficient Systems: Disparate, homegrown IT ticketing tools and reliance on spreadsheets and emails for operations.
Manual Workflows: Paper-based processes and limited self-service options for employees and retail partners.
Compliance and Scalability Needs: Difficulty meeting regulatory demands and supporting growth in partnerships and services.
Asset Management: Outdated practices for tracking IT equipment like laptops and retail hardware.

The Solutions

In order to increase the client’s scalability and efficiency, we implemented a phased transformation. We leveraged the robust ServiceNow platform to address the immediate needs while simultaneously laying the foundation for future scalability. We implemented a phased transformation leveraging ServiceNow to address immediate needs while laying a foundation for future scalability:

Centralized Service Portal: Streamlined requests and enabled efficient self-service for employees and retail partners.
IT Asset Management and Discovery: Replaced legacy systems with a modern, scalable platform for tracking assets and ensuring compliance.
Incident, Problem, and Change Management: Unified workflows improved accountability and enhanced data reliability for audits.
Roadmap for Growth: Positioned for future initiatives such as citizen-facing support, field service management, and mobile app integration.

Results & Impact

Operational Efficiency: Consolidated systems replaced manual processes, improving workflows and productivity.
Compliance and Transparency: Reliable, centralized data ensured audit readiness and built trust.
Scalability and Growth: The scalable platform supports future expansion and partnerships, positioning the agency for long-term success.
Recognition and Impact: The project set a public-sector benchmark for ServiceNow’s capabilities, earning recognition within the ecosystem.

Conclusion

Client Engagement: Active participation and prioritization by the client contributed to a seamless implementation.
On-Time Delivery: The project was completed within budget and on schedule, earning high praise.
Long-Term Value: Immediate benefits address current challenges while supporting future innovations.

This engagement underscores Pathways’ expertise in tackling complex transformations and delivering tailored solutions that drive operational efficiency, compliance, and sustainable growth.