SGP Pools is a company offering lottery games, sports betting and horse racing in Singapore. In addition, it promotes socially responsible gambling by setting self-regulating guidelines and working with authorities to combat illegal gambling activities. As the only licensed operator for Toto, 4D and Sports Betting services within Singapore it boasts more than 300 branches and retail outlets with various betting options such as football and motor racing available to bettors.
Yeo took immediate steps to revamp Singapore Pools’ customer touchpoints, which had been limited to traditional counter service and in-person customer interactions when he first joined. He introduced digital channels and mobile platforms for customers to sign up, manage accounts and bet online – as well as an effective risk management and compliance framework – before embarking on his ambitious goal of leading Singapore Pools forward as CEO.
Yeo and his team utilized Bizzdesign’s enterprise architecture management (EA) tool to gain visibility and traceability into their EA processes, enabling teams to view holistic interrelated Architecture Views while tracking individual elements within domains, providing one single repository where all stakeholders could access the information, as well as improving responsiveness to business needs. They used Bizzdesign’s EA tool as part of an overall IT strategy designed to increase agility and responsiveness within their organization, with visibility provided via Yeo and his team using Bizzdesign EA tool as part of an enterprise architecture management (EA). Yeo’s team used Bizzdesign EA tool as part of their IT strategy in addition to adopting a more agile IT strategy and responsive IT strategy implemented. Finally, implemented was an improved IT strategy intended to increase agility and responsiveness within an organization and improved IT strategy implemented to enhance agility. Finally, all stakeholders could access it – a one stop repository providing all stakeholders access.
With this tool, the IT department has seen its performance increase while becoming more agile when making decisions. Thanks to automatic alerts, troubleshooting time has also been drastically cut back and production errors reduced, leading to increased productivity and quality levels.
IT department staff have also embraced digitalization and implemented a cloud-based infrastructure to support their operations. In order to do so, they partnered with Oracle in order to monitor their applications more efficiently; this has reduced maintenance time by 50% while improving application stability, giving customers a better betting experience with Betfair.
As a result of their efforts, the company was recognized with the Company of Good — 3 Hearts award by the National Volunteer and Philanthropy Centre (NVPC). They were acknowledged for adopting corporate purpose adoption with positive impact across People, Society Governance Environment dimensions. This award marks companies as industry leaders that integrate corporate responsibility into their businesses while showing innovation through strategic business practices, human capital development programs or innovation in any aspect of business operation.
The company boasts an expansive community involvement program. Staff members volunteer their time and support activities that assist disadvantaged children, youth-at-risk and underprivileged families as well as conservation initiatives. In 2019, over S$9 billion was donated directly to charitable and social initiatives by the company; S$6.3 billion went directly to lottery participants. This trend will likely continue once its operations transfer over to Totalisator Board which will operate number games, sports betting and horse racing operations.