Security & reliability

Quality of service and information security: key elements in the offering of the National Lottery

National Lottery endeavours to provide a service from A to Z. In order to ensure high quality, it has developed a system of processes and procedures for its employees.

All its activities must comply with strict security guidelines. The entire infrastructure is adequately protected to prevent any hacking of the data files or theft of paper tickets.

Partly due to efficient IT applications, a system of internal controls has been devised, based on detailed incident and complaint reporting.

Improvement actions ensure rapid solutions and continuous improvement. These daily empirical experience results in optimisation of the service provision to the customer.

The end-to-end philosophy was included as a principle of the service provision in the new management contract. In order to be able to measure this high quality policy against general international standards, the National Lottery applied for certification in accordance with ISO 27001 and with WLA standards. This certification requires an annual external audit.