The Alcohol and Gaming Commission of Ontario - Computronix Computronix

The Alcohol and Gaming Commission of Ontario

Case Study

Serving the Province of Ontario (Canada’s most populous province with 14.57 million people), the Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that registers and licenses over 52,000 businesses and individuals in the sectors of liquor, recreational cannabis, gaming/gambling, and horse racing. Established in 1998, with 680 employees across nine Regional Offices, AGCO regulates the alcohol, gaming and horse racing sectors in accordance with the principles of honesty and integrity in the public interest.

 

In 2015,  AGCO undertook a sweeping enterprise-wide business transformation and modernization program, the “Regulatory Assurance Solution” (“RAS”) initiative. RAS would update and migrate the corporation’s operating model to a consolidated, risk-based/risk-centric program incorporating streamlined go-forward licensing and enforcement business processes. 

 

The robust solution AGCO envisioned would be provided by Computronix’s feature rich COTS+ alcoholic beverage control software, POSSE ABC

 

A multi-phased project culminating in the full enterprise deployment of POSSE ABC across all AGCO departments, the project would provide AGCO with a  new “iAGCO” Customer Portal, a new Staff Portal (back office system), an integrated, iPhone-based Mobile Enforcement component, and extensive, integrated ad-hoc reporting, real-time dashboarding, and business intelligence services. 

 

Of equal importance, POSSE’s agile work management platform would provide an exceptional foundation for continuous improvement and internal optimization of the system by internal staff to help meet the province’s ambitious goal to make Ontario the most advanced digital jurisdiction in the world. 

 
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“The people who are behind the product have a stake in its success. This leads to an intimate relationship between what the customer wants and what the product can deliver. The product is functional out-of-the-box for a regulatory organization, and can meet many of the day-to-day needs. Its ability to be configured (rather than hard coded) for nuances in different regulatory schemes makes it relatively easy to meet a regulator’s needs. Overall Computronix has the people and product, a winning combination.”

 

 

David Baxter

Manager, Innovations (retired)
AGCO

 

 

“Computronix staff have been amazing to work with. No problem is insurmountable and the team offers timely, effective and efficient solutions. It was astounding how Computronix responded to and solved our data migration issues from phase one and we have a high regard for the expertise and level of service that CX offers to our team and our work.”

 

 

Lynn Faris

RAS Program Manager

AGCO

 

The Challenge

Through its “open for business” focus, the Government of Ontario articulated the need for agencies such as AGCO to deliver services in a way that minimizes the burden of regulation on Ontario businesses, fostering competitiveness and welcoming new business to Ontario by reducing red tape. 

 

To minimize the burden on businesses and individuals and deliver a quality service experience, AGCO was keen to offer modern, streamlined service delivery options and channels, making effective use of technology to respond to stakeholder needs and expectations. In addition to offering electronic service delivery, the agency needed to enable access to real-time information for inspectors and investigators in the field.

 

 

In order to successfully address the new and unique regulatory vulnerabilities and risks arising from these changes, and stay ahead of the industry,  AGCO needed to adopt more sophisticated tools and approaches to make informed, reasoned and appropriate tactical and operational decisions. This required the ability to collect, store, extract and analyze accurate and complete data, and to manage operations and case-flows across and within functions in an integrated manner that enabled seamless information-sharing. AGCO was also keen to make investments financially sustainable through the use of tools and approaches that optimize the use of limited resources by focusing on key risks.

 

 

AGCO’s transformation agenda supports evolving government initiatives in gaming and broader government priorities for efficiency, effectiveness and accountability. Through this transformation, AGCO looked to redefine the way it manages itself and its approach to regulating the gaming and liquor sectors in Ontario, positioning the agency to be flexible, transparent and adaptable in a constantly changing environment, anticipated to include an expanded mandate from new lines of business. A cornerstone supporting this transformation is the Regulatory Assurance Solution (RAS) initiative.

 

 

To realize the full scope of the RAS initiative, AGCO’s implementation of POSSE ABC as the foundation of the iAGCO customer portal  placed a strong emphasis on reducing regulatory burdens and the streamlining of the online customer user experience to deliver simpler, faster, and better services: 

 
Replace outdated technology systems, improving efficiencies for both the regulator and the regulated
Allow those who do business with the AGCO to apply for and manage their licences, registrations and permits online, anytime, from anywhere
Enable Ontarians to submit liquor, horse racing and gaming-related complaints, inquires and comments online
Align with the Government of Ontario’s vision for a digital government
Improve the online experience and transform the way stakeholders interact and engage with AGCO
Serve as a central component of AGCO’s Strategic Plan to offer modern and streamlined service delivery
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“Computronix has consistently delivered an excellent product and is excellent to work with – very accommodating and always take a team approach, i.e. from getting things done to problem solving. We consider Computronix a ‘partner’.”

 

 

Susan Mainella

Director, Project Management Office

AGCO

 

 

“Computronix is the best technology vendor I have ever worked with, great product, extremely capable technical team and above all flexible to client’s needs.”

 

 

Rohit Madan

Project Manager

AGCO

The Solution

In October of 2020, the fourth and final phase of the RAS Initiative went live with the provision of streamlined services for electronic gaming equipment, charitable gaming, and horse racing, completing a truly comprehensive breadth of online offerings now available on iAGCO 

Special Occasion Permits (SOP)
Manufacturers
Ferment on Premise Facility Licences
Liquor Delivery Service Licences
Auctions
Services for the Public
Trade Unions
Gaming Assistants
Sellers
Operators
Non-Gaming-Related Suppliers
Gaming-Related Suppliers
Cannabis
Horse Racing
Charitable Gaming
Electronic Gaming

 

iAGCO has been the largest transformational project the AGCO has undertaken to modernize how the agency conducts business, aligning with AGCO’s goal to be a modern innovative regulator. iAGCO also meets the agency’s Service Experience objective of offering customers an easy, convenient, and digital way of doing business, anytime from anywhere. With iAGCO live, the agency was especially well positioned during the COVID-19 pandemic with the newly launched online service platform allowing most customers to continue to transact with the AGCO despite unprecedented emergency measures, while allowing AGCO Back Office staff to seamlessly transition to working remotely. The new system also proved agile in enabling AGCO’s rapid response to the Government of Canada’s aggressive timeline for cannabis legalisation, enabling the agency to easily incorporate the necessary updates without any negative impacts to project scope or budget.   

 

For this initiative, Computronix provided all software, implementation and training services, including project management, business analysis, system configuration, system integration, training, data conversion, knowledge transfer and support. The system includes interfaces to on-line payment and address validation systems with over 600 AGCO internal staff users supported.

 

Efficiently executed in 4 robust phases (liquor control, gaming, horse racing, and recreational cannabis), the RAS Initiative epitomized the transformation that is possible when government agency and software solution provider work in true partnership to achieve a long-term innovation vision.

 

The AGCO Project Goals that were achieved or exceeded as a result of this initiative include the following:  

 
Digital government vision
Move to a risk-based regulator
Target better regulatory oversight
Support law-enforcement through detection of integrity issues
Support charitable organizations in the gaming sector
Internet gaming regulation
Increased government accountability and transparency
Infrastructure update for ongoing operations
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“Our iAGCO user survey responses consistently show that our customers are extremely satisfied with the iAGCO services they use and appreciate the improved service experience. From the beginning, the rates for auto-approvals and auto-issuances have been high and have only grown over time.”

 

Tom Mungam

President / CEO

AGCO

 

 

“I would work with Computronix again tomorrow. The skills of their technical team are superb and their culture of honesty, integrity and commitment to the success of the project is unparalleled in my many years experience working with COTS vendors. Highly recommend!”

 

Sue Menard
Change, Project and Contract Executive Management

AGCO

The Results

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iAGCO portal users as of Sept. 2020
0 %
Satisfaction with iAGCO user experience
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User survey respondents to Oct. 2020

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