3.  The Lottery is included as part of the Income Generation Teams along with Retail, Fundraising and Marketing.  Each of the department heads has a responsibility to consider cross-working opportunities to maximise income as well as cut costs.  The Lottery Department has its own 3 year strategy in operation  One of the strategic objectives is to – develop internal relations to maximise future income potential.

4.  The Lottery Department at Dove House Hospice has been in operation since 1996 and is currently registered with the Gambling Commission.  In addition to our membership scheme we also offer donors the opportunity to support via -Weekly ‘one-off’ tickets -Super Draw -Scratchcards -Wedding Favours Scratchcards -Wedding Favours products -Lottery Gift Vouchers

5.  Definition of Retail (as quoted by the Retail Division Manager) The sale of goods to the public in relatively small quantities for use or consumption rather than resale (Oxford English Dictionary) The shops are the retail arm of Dove House Hospice, selling things in order to make a profit/income to support the Hospice’s work. Selling/Promoting the Lottery is no different to anything else sold within the shops

6. Customer Service Meet Lindsey Lottery Player - when she visits the shops she also wants to be able to… Buy a Weekly Ticket.Pay her membership if she misses her collector doesn’t wish to post in to office. Buy a Lottery Gift Voucher for a family member. Buy a scratchcard or two to win £1,000! Drop in her sold Super Draw tickets and pay. Pick up my ‘Lotte’ bear when paying annually. Buy Lucky In Love Favours and other Favours Products on behalf of my daughter. Check the weekly draw results to see if I am a winner!

7. Maximise income potential Increase footfall to shops Encourages cross selling and maximises income potential from both Lottery and Retail supporters (calendar sales, promotional days, etc.) -The Lottery team generated £1400 in 2013 in the sale of calendars. -The shops collectively sold 14,000 tickets in 2012/13 -The shops collectively sold 7062 scratchcards in2012/13 Cross working opportunities at planned events (fashion shows, Christmas Wonderland, etc.) Costs savings (postage, etc.) Address areas of both recruitment & retention.

8. Awareness The shops and their windows are a good place for marketing all hospice products/events, not only to shop visitors but passers by. Lottery Collectors are a good distribution tool to promote Retail services (collection service, house clearance, etc.) Lottery Collectors are also good face to face marketers We’re all team working towards the same aim of raising as much money as possible for our hospice. We need each other in order to be as successful as possible.

9. Buy-In from head of department and managers alike. Ensure department heads are fully aware of plans and are able to contribute ideas and give feedback. Ensure both parties are clear on their responsibilities. Ensures transactions are easy and fits in with Retail practice. On-going motivation and support

10. Responsibilities – Lottery Ensure each shop has sufficient stock for sale Supports the shop in sale of Lottery Products Staff training on Lottery and Lottery products -Barcoding of tickets and scratchcards -Barcoding of Lottery products -Barcoding of incentives On-going Motivation -Report weekly to the managers on performance -Shop of the Month Award -Bonus scheme -Emails/Calls of thanks and praise linking performance with provision of care costs -In the case of poor performing shops Lottery Manager visits to give a talk to staff and volunteers on the importance of the Lottery and their support. -Calls to managers regarding poor performance and what can be done -Competition and reward -Regular electronic updates on Lottery performance, products, best practice, etc. -Attendance at internal annual Retail Conference. -Ensure head of department is fully aware of what is happening.

11. Responsibilities - Retail The shops sell Lottery Tickets and Scratchcards on a weekly basis and have targets for this. Generally done as an ‘end of sale ask’. -Their performance is included on the monthly internal budget report. The shop manager is responsible for carrying out 2 Lottery promotional days a year. Supporting the Lottery Department in the promotion and marketing of Lottery Products/Activities. Ensuring all volunteers are aware of Lottery policies and their responsibilities when selling Lottery Products. Provision of an effective and efficient customer service to Lottery Members. Feedback information relating to membership payments. Report any issues relating to Lottery activities.

12. Lindsey Lottery Player - when she visits the shops she will be able to… Buy a Weekly Ticket Pay her membership if she misses her collector doesn’t wish to post in to office. Buy a Lottery Gift Voucher for her Mum Buy a scratchcard or two to win £1,000! Drop in her sold Super Draw tickets and pay. Pick up my ‘Lotte’ bear when paying annually. Buy Lucky In Love Favours and other Favours Products on behalf of my daughter. Check the weekly draw results to see if I am a winner! Pay at the till point. Background report via the Epos system will allow the admin team to simply download and input into Lottery package. Epos system to allocate game number. Ticket will be printed as part of till receipt. Will include all information in accordance with gambling act. Epos system to allocate game no. No need to wait for no. Loyalty scheme allowing member to collect points on all transactions for money off products in the shops, etc.