Allwyn’s recent rollout of a major tech update to National Lottery terminals in the UK has left some retailers unhappy about it.
The lottery giant initiated a planned shutdown of all National Lottery terminals between 2 – 4 August to introduce what it had previously described as the biggest tech update since the lottery launched in the early 1990s.
Included in the update was a brand new “state of the art” Wave terminals, which Allwyn reiterated will make sales faster and more functional for players and retailers alike.
The new Wave terminals were integrated at retailers over the weekend, replacing the legacy Compact Lottery terminals at 8,000 retailers, ready to use on Monday (4 August) morning. Many other retailers are continuing to use the legacy Altura systems, which have been equipped with new software until the next round of Wave installations, which the firm has planned over the coming months.
Not even a week after the update, however, reports are now coming back of legacy terminals that are now more cumbersome to work with than before. Masqood Akhtar, who works at Blackthorn News, complained of an outdated interface and lack of communication on Allwyn’s side.
“A lot of functions take more time to complete, the interface looks like something from the past and we don’t get proper information on how much commission we make,” they said.
Another concerned retailer, Guarave Sood of Neelam Store in London, told media outlet Better Retailing that the transaction process at the terminal is now more complicated, and that the elderly are struggling to understand it.
“Everything is taking longer, the machine by itself and because of us trying to decode the screen, it’s an absolute nightmare” they said. “We’re sending customers back because when we’re busy, I’d rather not do any lottery transactions.”
Allwyn has noted that some retailers will have encountered ‘teething problems’, such as delays with the new system as well as overcoming a lack of familiarity with the new software on the legacy terminals.
The firm underscored how essential the upgrade was. Many retail terminals were so old they predate many of the mainstays of modern technology and engagement, Allwyn says, like iPads, Uber and Instagram.
Allwyn’s CEO, Andria Vidler, commented: “This is a once-in-a-generation opportunity to deliver the National Lottery that the UK deserves. We’ve made unprecedented and much-needed changes, which are moving us closer to achieving our vision for The National Lottery, restoring its magic and significantly increasing its positive impact on lives across the UK.
“These major upgrades will allow us to deliver on our promise to bring new, exciting games; a better player experience; and our commitment to double returns to Good Causes from £30m to £60m every week by the end of the 10-year licence.
“We’re very grateful to players, our retail partners, and our partners, stakeholders and colleagues for their support over the weekend.”
It’s not all doom and gloom from the perspective of retailers either, however, as there’s also an equal number of retailers across the UK that have found the update to be a step in the right direction for their businesses.
Ken Singh, BB Nevison Superstore in Pontefract, was quoted as saying: “Processing lucky dips is better as you can transact several of them with one button press.”
Two retailers from Glasgow have also spoken positively about the new teraeminsl, with One Stop shop owner Nathalie Fullerton saying: “it is great and so much easier to use, the pre-install training was very helpful and my staff are confident in its use already.”
Another Glasgow retailers, Mohammed, owner of a U Save outlet, said: “It is much quicker to use, as you do not have to sign on every time, and players like the improved speed of service, it also has a much better scanner which helps when scanning scratch cards.”
There’s also been positive feedback about the troubleshooting support Allwyn has offered to retailers, with some of the most common issues to be quickly resolved including signing in terminals and system lockouts.
Patrick McHugh, CEO of Scientific Games – the company behind the new software – added: “The new systems and state-of-the-art terminals mark the next phase of a new, modernised National Lottery that will provide critical funding for Good Causes across the UK.”