Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

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Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago - 2 years 6 months ago
#831371


Statement from 4Racing Chief Digital Officer, James Saulez, regarding system issues with TAB Online

In preparing for its role as horseracing operator, the 4Racing executive team began the process of understanding the digital capabilities that underpin all betting experiences, including direct to customer and business to business segments (bookmakers, agencies, affiliates, broadcasters etc).
It was clear that insufficient investment, manpower, skillsets and innovation had been placed into the technology that underpins the TAB Online product as we know it today. The amount of “technical debt” that had been accumulated over the past decade was vast.
What we are doing to address the challenges
There have been a series of upgrades to our core software and hosting environments, most of which have been undertaken with no impact on our customers.
On 7 December however, the largest of these core system upgrades was performed. During the morning, it became apparent that several unforeseen issues arose which placed severe strain on the overall system. This created the following major problems for our customers.
· Slow and unresponsive bet placement
· Slow to refresh race results, betting fields, odds, payouts and pool sizes
· Issues with online card deposits
There were however no issues with
· Bets being resulted and correctly paid out
· Other direct to customer betting channels, including telephone or branch betting [CG1]
We want to re-assure customers of the integrity of the wagering system, which was not compromised, and that pay-outs were not affected and remain accurate.
Multiple rounds of fixes were applied from Tuesday, however we only started seeing improvements by late Thursday.
Our teams worked throughout the weekend trying to resolve these issues and by Monday 13 December overall system performance had improved, with isolated incidents being reported and attended to.
We are happy to report that ongoing monitoring of our systems are highlighting a more consistently stable and responsive system.
The prolonged period which it took to stabilize the new software components that underpin TAB Online, however, remains a huge source of frustration and disappointment for us and our customers. For that we are truly sorry for the inconvenience and impact caused.
We want to remind customers that play.tabonline is the betting portal, and that news.tabonline is the news site, where all betting information is freely available.
The road ahead
4Racing is committed to removing the technical deficiencies we have inherited. Neglecting to do this was simply not an option. We knew it was going to be a tough and complicated process, with elements of unavoidable risk.
2022 will be a pivotal year for our digital transformation efforts. Whilst our customers cannot yet visibly see the benefits of the core upgrades that caused the impact, we hope you will trust in our serious commitment to change and innovation, through digital transformation.
Our transformation roadmap will soon be visible for all to see. The much-desired features that you would expect from an online betting operator are coming and will only be achievable as a direct result of the core upgrades we did.
Our transformation roadmap is comprised of seven key objectives:
1. Removing the technical debt and numerous blockers that have thwarted experience innovation in the current environment for far too long.
2. Enabling all bookmakers, affiliates, agencies, software suppliers, aggregators and content providers to easily offer SAFTote tote products on their platforms and have direct access to our data universe.
3. Improving our direct to customer betting experience and engagement processes, in line with best of breed punter experiences.
· a new destination will be launching early in 2022, a consolidated betting and content website with an accompanying downloadable mobile app.
4. Integrating with our new broadcast product, 4RacingTV.
5. Growing our audience to include a new, diverse and younger consumer and enabling everyone to experience the sport and engage with the amazing people and stories that exist in the industry.
6. Building first to market experiences, whose experiences exist in other sports engagement platforms.
7. Building a true multichannel experience and common identity.
2022 and beyond is going to be an exciting journey that we hope our customers old and new will take with us.
It will inevitably have bumps along the road, but we simply have to embark upon it.
Last edit: 2 years 6 months ago by Bob Brogan.
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  • Sammy Silver
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831372
Any IT person knows that these changes should have been tested before being deployed.

Big failure!!!

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  • Dave Scott
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831373
As far as I am concerned it's good to have at least some feedback and transparency as we all need it to work properly for the good of racing.

🤞
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831617
And i have just zipped my jacket up the back!

This guy has been working for months and months, take all you read in press releases with a pinch of salt
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831632
......they seem to be trying to re hash all the old crap..... as the latest odds display is from the former or old tote website.....how much longer are they going to patch and plug the tote system and continue to drive fustrated customers away.....the system is f@cked and should have been replaced back in the day when PHUM was instead paying fat salaries...grand perks.....share holder dividends and not making an important investment.....only way to solve this mess.....buy a new system.....:huh:

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  • Curlin
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831640
Good, transparent, professional engagement from the CDO. We look forward to reading up about follow-through and implementation.

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  • naresh
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago - 2 years 6 months ago
#831641
The interface should be user friendly and adaptable for mobile phones. Track and Ball which is part of Tabgold, to me has the most easiest navigation to wager a Tote bet. Its not an "Open Bet" and it gets placed directly with the Tote. Hollywood is similar with their direct Tote offering.

m.trackandball.co.za/

Last edit: 2 years 6 months ago by naresh.

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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831776

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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831779
Thanks for update and interesting and challenging times ahead 👍

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  • FUTURA
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831780
Hold on Voltbet? How did that go?

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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831781
Dear James

Please do away with Tote manipulation, ask Neil about that issue, he’s an expert 😙

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  • fingers
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Re: Statement from 4Racing Chief Digital Officer, James Saulez, regarding TABONLINE

2 years 6 months ago
#831788
Dear James

Please do away with Tote manipulation, ask Neil about that issue, he’s an expert 😙

LOL - you know about that? has he not stopped?

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