Digital Services

The vendor is required to provide digital services that will enhance player engagement, streamline operations, and support the future development of an iLottery platform.
- Implement innovative digital solutions that enhance the player’s experience while maintaining the highest standards of security, integrity, and efficiency.
- Website and mobile app services
- Loyalty platform: players club
- Customer relationship management (CRM) platform
- A foundation that allows the agency to launch an iLottery business model if granted legislative authority in the future
- Personnel support
- Added value
• Develop a mobile-responsive website serving as the central hub for lottery information, marketing initiatives, and operational content.
• Provide an intuitive interface with content including game information, winning numbers, promotions, winners' stories, press releases, retailer resources, responsible gambling information, legal documentation, and search capabilities.
• Support interface customization with notifications, pop-ups, and takeovers.
• Ensure ADA compliance, SEO best practices, and standard usability.
• Identify how the website will be built, serviced and hosted; must outline any portion that will be outsourced by anyone other than the vendor.
• Proposal should include recommended wireframe for website.
○ Actual content, layout, wireframe, etc. will be determined between agency and vendor at start of implementation.
- Content management system (CMS)
• Provide a CMS and interface that enables content management across the website, loyalty program, and mobile app.
• Demonstrate CMS functionality with sample links or case studies.
• Ensure one CMS can independently post content for each platform.
• Include all future CMS updates at no additional cost.
- Data integration and updates
• Enable automatic updates of winning numbers, jackpot amounts, and game statuses via API integration with the central gaming system (CGS), MUSL and any others with a refresh every five minutes at least.
• Include manual override functionality for contingency purposes.
• Support daily CGS updates for lists such as prizes remaining, retailer location data, and prizes claimed data, game-ending information, etc.
- Disaster recovery
• Outline protocols for disaster recovery, including preparations for outages due to power loss, storms, or cyber-attacks.
• Detail scalability options for traffic surges during large jackpots.
- Implementation plan
• Present a comprehensive plan covering development, content migration, testing, and deployment.
• Align the implementation timeline with contract milestones.
• Integrate a digital play slip that can connected into the CGS via lottery terminals at retail. must include capability for loyalty club members to save their favorite numbers for all draw games and easily create their play slip; players must be able to save up to 20 different sets of numbers for each game.
• Enable customizable promotions based on ticket type, player behavior, special dates, etc.
• Provide real-time tracking of participation, rewards, and promotional effectiveness.
- Data management and integration
• Integrate loyalty program data with CRM for real-time analytics.
• Maintain data integrity with encryption protocols (TLS 1.2 and AES 256).
- Security and compliance
• Adhere to security best practices, including encryption for data in transit and at rest.
• Provide documentation of security protocols and policies.
• Vendor should identify the ability to meet these minimum requirements:
○ Website and application should use industry standard website and application firewalls (Akamai or equivalent).
○ Vulnerability assessment at the static code, application and (if hosted) network level should be performed regularly
- CRM system requirements
• implement a customer relationship management platform (CRM) to manage and analyze player interactions.
• support multi-channel communication:
○ Email platform with dedicated IP addresses and IP warmup service also included; unlimited email send capability.
o Capability to push player communications across a wide spectrum of player modes, including but not limited to email, in-app messaging, text messaging, mobile push, web push and pop ups.
○ Advertising/social media connections with Facebook, google, and other lottery appropriate/approved social media platforms.
• CRM will have the capability to send free coupons to loyalty program members that are generated from the CGS; Coupon utilization should also be measurable within CRM by type of coupon and by loyalty member. CRM emails should be capable of providing unique, onetime use coupons to individuals.
• CRM must be linked with loyalty program promotions, player data as well as the same data through the mobile application to facilitate appropriate player communications via email, texting, pushed mobile communications, etc. outline how the CRM will connect to the CMS and the loyalty program (through API, etc.)
• identify how the CRM will integrate with digital media buying and analytics in order to analyze and assess player growth and engagement efforts; also identify how the CRM will connect with these external tools through API, etc.)
• Outline how the CRM data is to be integrated and available for the business-intelligence capabilities.
• Provide samples for campaigns, offerings, etc. to highlight the capabilities.
- Contract Period/Term: 7 years
- Questions/Inquires Deadline: May 02, 2025