Modernizing Player Experience: South Dakota Lottery's Digital Transformation

Bringing Convenience and Innovation to State Lottery Players

Snapshot

• Customer: South Dakota Lottery
• Industry: Government / Gaming
• Solution: Custom Mobile App Development & Ongoing Support
• Results:
  • Significantly reduced support tickets for app functionality issues
  • Successful implementation of first-of-its-kind mobile prize redemption feature
  • Enhanced player experience with reliable ticket scanning capability

South Dakota Lottery is a state government agency that provides entertainment options through lottery games while generating revenue for the state. As a forward-thinking organization, they aim to maintain technological advancement in the gaming industry while ensuring responsible play.

Problem, Consequences, and Hesitations

During the pandemic, South Dakota Lottery recognized that their existing mobile app wasn't meeting modern player expectations. Their previous app suffered from:

• Slow performance and delayed ticket scanning results, eroding player trust
• Frequent functionality issues leading to numerous customer support calls
• Difficulty adapting to new iOS updates and camera technology changes
• Limited features compared to entertainment industry standards

These challenges were particularly problematic as players needed contactless ways to check their tickets during the pandemic. The organization needed a solution that would not only solve immediate technical issues but also position them for future innovation in player services.

The Solution

Through a comprehensive RFP process, South Dakota Lottery partnered with fjorge to develop a new mobile app that would enhance the player experience and streamline operations. The solution included:

• Development of a robust, reliable mobile app with improved ticket scanning functionality
• Implementation of automated data integration with their gaming system vendor
• Creation of a flexible foundation for future feature additions
• Ongoing managed services to ensure consistent performance and updates

The partnership began with extensive research into player needs and preferences, followed by a methodical development process that prioritized both functionality and user experience. fjorge's approach included regular collaboration with the lottery's system vendor to ensure seamless integration of critical data.

Results and Benefits

The new mobile app has transformed South Dakota Lottery's digital presence and player experience:

• Improved Reliability: Significant reduction in support tickets related to app functionality
• Enhanced User Experience: Fast, reliable ticket scanning that builds player trust
• Industry Innovation: Successfully implemented the state's first mobile prize redemption feature, allowing players to claim prizes up to $5,000 through the app
• Operational Efficiency: Reduced the burden on physical lottery offices for prize redemption
• Future-Ready Platform: Created a foundation for ongoing feature development and enhancement

The most significant achievement has been the implementation of mobile prize redemption, a feature that solves a crucial problem for players in rural areas who previously had to drive hours to claim prizes at lottery offices. This innovation has generated excitement among players and positions South Dakota Lottery at the forefront of lottery technology.

Players are particularly enthusiastic about the new redemption feature, with the announcement generating unprecedented engagement on government communications channels. The solution has been especially impactful for players in remote areas, where a $100 prize claim could previously require a four-hour round trip to a lottery office.

Looking Forward

South Dakota Lottery continues to work with fjorge to enhance their digital presence and implement innovative features that improve the player experience while maintaining security and responsible gaming practices. The partnership demonstrates how government agencies can leverage technology to better serve their constituents while increasing operational efficiency.