The Bottom Line - Fall 2020 - 64

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administrative functions to remote and/or
virtual operations with little impact on service delivery and performance thanks to the
agency-wide implementation of Microsoft
Teams earlier in the fiscal year. However,
there are certain core functions that simply
cannot be conducted off site, including
the processing of prize claims, conducting
game drawings, IT operations, and distributing tickets to retailers. To ensure the safety
and well-being of staff members reporting
to perform these core functions throughout the pandemic, we implemented rotating
skeleton schedules to limit the number of
people on site and working in close proximity. Senior Draw Specialist Anthony Edwards
and Draw Specialist Thomas Moore worked
with the IT Operations team to ensure the
daily and evening game drawings took place
as scheduled without a hitch; and, Inventory
Management Specialist Grant Alexander
ensured that scratcher ticket orders continued to be delivered to retailers throughout
the city. The Support Services team, led by
Jonah Ray, and IT Systems Administrator
Anthony Samuels have been ensuring
Lottery staff, whether working on site or
remotely, have the supplies and technology
necessary to perform their duties.
We also modified some operational areas
to help limit risk of spreading coronavirus,

64 | THE BOTTOM LINE

such as closing the claims center to walk-in
customers, encouraging players to mail
in prize claims, and processing high tier
wins by appointment and through "curbside claims" enabling players to claim
prizes from the comfort and safety of their
cars parked in front of Lottery headquarters in Southeast. Gwen Washington, our
Director of Resource Management, carefully
approached car windows clad in PPE to collect winners' claim information. She'd return
with a clipboard in her gloved hand that was
handed off to Claims Center team members,
including Chief of Customer Service Michael
Morton, and Customer Service Specialists
Terri Addison, Grant Jackson and Cheryl
Malone, who came into the office on staggered schedules to ensure prize claims were
processed and winners received checks in a
timely manner.
In adherence with the District's stay-athome order, we halted our sales representatives' visits to retail locations, primarily
handling account management through
regular phone calls to store owners and
managers. We also suspended all public
events and in-person promotions. To keep
players engaged and excited, our Marketing
& Communications team quickly mobilized
to create and deploy a social media strategy using Instagram to bring the fun and
The Bottom Line - Fall 2020

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