Transitioning to Charitable Bingo and Gaming Revitalization

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1 Transitioning to Charitable Bingo As more Bingo Halls move to the Charitable Bingo Revitalization model, Charitable Gaming Centre Association, Charities Charity Coordinators have different roles responsibilities. What were their challenges, successes what does the future offer?

2 NOTHING IN LIFE IS MORE CONSTANT THAN CHANGE. That concept is very relevant to today s presentation. We, in the bingo industry, have seen significant change over the last 20 years as evidenced by the decline in customer base the closure of many halls across this province. There became a need to reinvent ourselves. Egamingwas the option of choice. For the past several years we have had pilot sites up running, these locations have led the way as to the viability success that egamingcan provide charities ownership. Four years ago, Windsor was chosen as the first non pilot site. You are here today to discover some of the things that we have encountered as Windsor moved through the process, hopefully, to enlighten inform those in attendance as to what to expect (at least from our point of view) when your turn comes.

3 Transitioning to Charitable Bingo Snap Shot of Bingo in the Windsor Area: Bingo became a major industry in the 1960 s 15 halls were in operation With 10 owners operators Halls operated for 18 to 24 hours daily Enjoyed U.S. clientele from Detroit approximately ¼ of a million Americans frequented Windsor area halls Windsor halls grossed more money than any area in Canada 100 million dollars generated yearly for charities Number 1 profit hall was located in Windsor Over 1,000 charities profited from Bingo industry Licensing to conduct were easily attainable for charities Opening of Casino Windsor

4 Transitioning to Charitable Bingo The Recent Windsor Situation: 9/11 Events 2001 June No Smoking Revenue Model 2007 May 2007 Interim Revenue Model Effects: WIN dropped -several Halls closed -U.S. policies -attendance dropped considerable halls closed -dropped to 4 Halls now 3 Halls program changes -total freedom -bizarre programs -hall to hall competition ownership eventually amalgamates

5 Transitioning to Charitable Bingo Barrie Opening: photos reflected a visually different environment created much interest -though some strange misconceptions were voiced -example cleaning toilets some resistance to change noted with some charities If there is no struggle, there is no progress. -Frederick Douglass

6 Transitioning to Charitable Bingo Announcement -Windsor 1st EGaming Site: -that was not a pilot site Lynn Cassidy visits -large meetings of charities -well attended Association votes -Windsor selected as next expansion site -3 of 5 Halls accepts the concept. City talks; CGEG talks; long drawn process

7 Bingo 207 1(b) Transitioning to Charitable Bingo Decline in Profits Egaming Concept Roles Defined: Charities Boards of Directors Administrators/Coo rdinators Roles Redefined: Charities Boards of Directors Administrators/Coo rdinators Challenges Successes Future Growth

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9 Charities Transitioning to Charitable Bingo 2071(b) Profits EGaming Responsibility to manage conduct Charity time commitment lasted 6 hours minimum Reported 1.5 hours early Count floats product Set up for sales Sold product Reconcile returns Payout of prizes Made deposit at the end Had 5 (in some case up to 14) members to conduct Responsibilities in many cases were hled by untrained/unseasoned volunteers Shortages were not uncommon 1. Many charities had inexperienced volunteers to manage events 2. Some Charity Principal Officers managed the charity at a distance only completing applications yearends 3. Managing conducting was efficient if coordinator was good 4. Balancing was an issue Some individuals needed to specialize in management, bookkeeping banking Change Challenges Successes Future Growth

10 Charities Transitioning to Charitable Bingo -continued 2071(b) Profits EGaming Change Assignment 2 hours in length Trained members present 15 minutes prior to scheduled assignment Customer service activity has been well received No hling sales of product, no hling of money, no pay outs - charity members became the good guy 1. Charities are able to use more core volunteers due to new roles time requirements 2. Workers are trained feel more comfortable volunteering 3. Charity Principal Officers much more involved, signed contract, verify trained list 4. Charity Officers have an accountability contract responsibilities rules do apply 5. Charity Awareness Principal Officer responsibility Challenges Successes Future Growth

11 Charities -continued Profits Change EGaming Assignment 2 hours in length Trained members present 15 minutes prior to scheduled assignment Customer service activity has been well received No hling sales of product, no hling of money, no pay outs -charity members became the good guy Transitioning to Charitable Bingo Challenges: Cultural change getting the word out as to the scope of the new roles Understing new contractual obligations -roles, dress code, charity awareness training of volunteers dealing with changing within their own organization understing the commitment meeting scheduling requirements communicating with their members dealing with compliance the global understing of philosophy of Egaming acceptance of the change process keeping up on the information Successes: Future Growth:

12 Charities -continued Profits Change EGaming Assignment 2 hours in length Trained members present 15 minutes prior to scheduled assignment Customer service activity has been well received No hling sales of product, no hling of money, no pay outs - charity members became the good guy Transitioning to Charitable Bingo Challenges: Successes: charities hosting training sessions most have from 10 to 20 members trained using the web page to inform their members really slow to adapt circulating the newsletter to members employing the developed systems example: scheduling, trades, compliance, signing in meeting with the Charity Coordinator to discuss problems, goals, initiatives supporting Charity Nights supporting Charity Fund Raising Activities supporting Charity Partnership with OCGA/OLG in the community One of the biggest impacts from the charities under this model is the ability to use their volunteer base Board Members more effectively. You no longer need bookkeepers bankers to run the bingo event. The new role is volunteer friendly. Future Growth:

13 Charities -continued Profits EGaming Transitioning to Charitable Bingo Challenges: Successes: Change Assignment 2 hours in length Trained members present 15 minutes prior to scheduled assignment Customer service activity has been well received No hling sales of product, no hling of money, no pay outs - charity members became the good guy Future Growth: further improvement in attendance own charity or support of other charities developing proactive activities e.gbest Practices -prior to difficulties/problems further development of communication tools within their own charity continue to support the "change within their charity continue to further "Charities -Front Centre within their charity

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15 Transitioning to Charitable Bingo Board of Directors 2071(b) Profits EGaming Interaction with Management: Partnership with owner on Game Format Partnership with owner on Advertising initiatives pressure generated numbers Partnership with owner on logistics procedures Charity Interactions: Deal with Charity issues Liaison with AGCO charity organizations Liaison with City Charity organizations Disseminate information to charity organizations Friction with charities regarding procedures format, logistics Accounting: Oversee Association financials (money in; money out) audit complications associated with it Change Challenges Successes Future Growth

16 Transitioning to Charitable Bingo Board of Directors -continued 2071(b) Profits EGaming Change Charity Interactions: Direct interaction with charities Disseminate information to charity organizations through the Charity Coordinator Deal with Charity issues through the co-ordinator Be knowledgeable of OCGA s Provincial Policies Stards Develop local policies procedures through the coordinator Support Charity Awareness Initiatives Be very cognizant of the role of charity coordinator. Choose carefully. Accounting: Oversee Association financials audit easier, streamlined, less involved due to 1 source of money 1. Easier simpler, don t feel that they are responsible for the success of the Hall promotions. 2. Minimal complaints on the management of the Hall. 3. Initially, felt useless, now making decisions on what we know the charities Challenges Successes Future Growth

17 Transitioning to Charitable Bingo Board of Directors -continued Profits Change EGaming Charity Interactions: Direct interaction with charities Disseminate information to charity organizations through the Charity Coordinator Deal with Charity issues through the co-ordinator Be knowledgeable of OCGA s Provincial Policies Stards Develop local policies procedures through the coordinator Support Charity Awareness Initiatives Be very cognizant of the role of charity coordinator. Choose carefully. Accounting: Oversee Association financials audit easier, streamlined, less involved due to 1 source of money Challenges: Being informed What can we do to assist charities? Create a positive attitude so that charities get a decent return WIN growth functioning as a Board with a common philosophy proactive positive developing fair procedures minimizing personal bias respect fairness serving on committees as a proactive agent Be proactive in supporting advancing charity understing build rather than tear down. open informed of Egaming initiatives supporting OCGA/OLG programs Successes: Future Growth:

18 Transitioning to Charitable Bingo Board of Directors -continued Profits EGaming Challenges: Change Charity Interactions: Direct interaction with charities Disseminate information to charity organizations through the Charity Coordinator Deal with Charity issues through the co-ordinator Be knowledgeable of OCGA s Provincial Policies Stards Develop local policies procedures through the coordinator Support Charity Awareness Initiatives Be very cognizant of the role of charity coordinator. Choose carefully. Accounting: Oversee Association financials audit easier, streamlined, less involved due to 1 source of money Successes: Developing Procedures compliance supports for charities Positive transition from the old model to the new model Open inclusion of new charities due to restructure Belief in Charities Front Centre Support of Charity Awareness Initiatives -Charity Nights, Fund Raisers Support of OCGA/OLG community initiatives -Summerfest Future Growth:

19 Transitioning to Charitable Bingo Board of Directors -continued Profits Change EGaming Charity Interactions: Direct interaction with charities Disseminate information to charity organizations through the Charity Coordinator Deal with Charity issues through the co-ordinator Be knowledgeable of OCGA s Provincial Policies Stards Develop local policies procedures through the coordinator Support Charity Awareness Initiatives Be very cognizant of the role of charity coordinator. Choose carefully. Accounting: Oversee Association financials audit easier, streamlined, less involved due to 1 source of money Challenges: Successes: Future Growth: Delineating Beliefs/Guiding Principles Developing a Mission Statement

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21 Transitioning to Charitable Bingo Coordinator 2071(b) Profits EGaming Accounting Responsibilities: bookkeeper -report to city; report to AGCO prepare for formal outside audit audit daily managing of event charity deposits Logistics: create schedules liaison with ownership re: advertising, gaming program, customer appreciation Charity Interaction: licensing of charities disbursement of funds AGM Change Challenges Successes Future Growth

22 Transitioning to Charitable Bingo Coordinator -continued 2071(b) Profits EGaming Change Charity Interactions: Administrative support for charities Assist with permit applications, reporting, other compliance requirements Have a significant on-site presence in order to be available to provide support as needed Bona Fide member tracking Communication to member charities (Newsletters, lists, scheduling, meetings) Deliver effective volunteer training, giving trainees some h on experience prior to executing their roles on their own Problem Resolution -Work with all partners to assist in resolution of problems keeping the best interests of all parties in mind Primary point of contact for charities volunteers Charity Awareness -Execute maintain required initiatives as prescribed by OCGA OLG Create execute innovative awareness initiatives both on off site Challenges Successes Future Growth

23 Transitioning to Charitable Bingo Coordinator Egamingcontinued 2071(b) Profits EGaming Change Board of Directors Interactions: Work effectively cooperatively with the BCCA board Recommend programs, policies, other initiatives as needed Administrative support for BCCA Contract compliance assist BCCA with carrying out its responsibilities BCCA onsite representation with operator, OLG their respective staff Accounting: Financial -Calculation of distribution to charities -Reductions in distribution due to compliance Electronic transfer of funds to member charities -Monthly reporting to municipality Bookkeeping Banking Team Interactions with Ownership/OCGA/Municipality: Liaison relationship with municipality Work collaboratively with the OCGA team other site Coordinators to develop share ideas initiatives that will support charities in their role increase charity awareness Challenges Successes Future Growth

24 Coordinator -continued Profits Change EGaming Charity Interactions: Administrative support for charities Assist with permit applications, reporting, other compliance requirements Have a significant on-site presence in order to be available to provide support as needed Bona Fide member tracking Communication to member charities (Newsletters, lists, scheduling, meetings) Deliver effective volunteer training, giving trainees some h on experience prior to executing their roles on their own Problem Resolution -Work with all partners to assist in resolution of problems keeping the best interests of all parties in mind Primary point of contact for charities volunteers Charity Awareness -Execute maintain required initiatives as prescribed by OCGA OLG Create execute innovative awareness initiatives both on off site Transitioning to Charitable Bingo Challenges: Elevating the level of customer service on the whole Sharing information which is constantly being introduced Improving developing communication tools Assisting charities in delivering contractual obligations Charities need to be more informed than ever -a real gap still exists changing the old thinking as to what charity perceives their roles hling the turn-over of charity directors Successes: Future Growth:

25 Coordinator -continued Profits Change EGaming Charity Interactions: Administrative support for charities Assist with permit applications, reporting, other compliance requirements Have a significant on-site presence in order to be available to provide support as needed Bona Fide member tracking Communication to member charities (Newsletters, lists, scheduling, meetings) Deliver effective volunteer training, giving trainees some h on experience prior to executing their roles on their own Problem Resolution -Work with all partners to assist in resolution of problems keeping the best interests of all parties in mind Primary point of contact for charities volunteers Charity Awareness -Execute maintain required initiatives as prescribed by OCGA OLG Create execute innovative awareness initiatives both on off site Transitioning to Charitable Bingo Challenges: Successes: Communication: web page, newsletters, system, posters, phone tree network Developing Systems: scheduling, audit charity assignments, compliance, trades, trained members, AFTs Charity Awareness: Charity Nights, Fund Raisers, Summer fest, Posters, Charity Videos, Feature Charity, Promoting Charity Events Meeting with Individual Charities Reporting on Customer Service Future Growth:

26 Coordinator -continued Profits EGaming Transitioning to Charitable Bingo Challenges: Change Charity Interactions: Administrative support for charities Assist with permit applications, reporting, other compliance requirements Have a significant on-site presence in order to be available to provide support as needed Bona Fide member tracking Communication to member charities (Newsletters, lists, scheduling, meetings) Deliver effective volunteer training, giving trainees some h on experience prior to executing their roles on their own Problem Resolution -Work with all partners to assist in resolution of problems keeping the best interests of all parties in mind Primary point of contact for charities volunteers Charity Awareness -Execute maintain required initiatives as prescribed by OCGA OLG Create execute innovative awareness initiatives both on off site Successes: Future Growth: continue enhancement of Charity Awareness -Provincial initiatives, Local initiatives continue enhancement of Customer Service further development of communication tools proactive support of charities Future training of coordinators

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28 Transitioning to Charitable Bingo

29 Transitioning to Charitable Bingo Wayne Boughner, President, Breakaway Charitable Gaming Association Kevin LeClair, Charity Coordinator, Breakaway Charitable Gaming Association Don Taylor, Charity Coordinator, Paradise Charitable Gaming Association

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32 Transitioning to Charitable Bingo Ownership 2071(a) Profits EGaming interaction with charities focused on conduct manage as per (a). marketing with association was a requirement shared responsibility with charity to conduct manage Cash flow/deposits hled by charities; accounting logistics developed by ownership Change no interaction with charities in the same sense as there was under 2071 (a). Reporting of WIN is completed by OLG - with many new mechanisms to learn marketing partnership with OLG little input from charities Had to learn system of audit (meet monthly with a compliance officer from OLG). More involvement than before as they now hle the flow of funds Some issues have moved to another method of accountability such as processing of financials, while still there, is different needed to be learned. Challenges Successes Future Growth

33 Ownership -continued Profits Change EGaming no interaction with charities in the same sense as there was under 2071 (a). Reporting of WIN is completed by OLG -with many new mechanisms to learn marketing partnership with OLG little input from charities Had to learn system of audit (meet monthly with a compliance officer from OLG). More involvement than before as they now hle the flow of funds Some issues have moved to another method of accountability such as processing of financials, while still there, is different needed to be learned Transitioning to Charitable Bingo Challenges: Big drawback is the pace. -with the association we were able to make implement decisions in a timely fashion. meets with OLG representative, who listens reacts. If he likes it, it has to go to legal, AGCO, financial, technical, etc. Each step takes time. They are so large, that some areas are not familiar with other areas of expertise melding them seems cumbersome. Successes: Egamingis the future as it allows for new product growth within the industry; something not achievable under the old system. our revenues are slowly climbing 207 1(a) is slowly decreasing; a trend which can do nothing but continue to widen Future Growth: The good news is the OLG is a wonderful marketing partner, as they have access to many more avenues than we ever had. They are a huge corporation! Lots of stuff they don t even know they are capable of. They have resources that a municipally oriented corporation could never access. Research is second to none. Marketing is multifaceted.

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35 Transitioning to Charitable Bingo Municipality 2071(a) Profits EGaming all aspects of charity roles as per Terms Conditions AGCO monitor the conducting managing of events Monthly gaming reports to city hall annual audits police clearances licensing charities strict structure compliance of Charities objects purposes collection of fees Issued License couldn t be revoked Change monthly gaming reports to city hall annual audits only members who sign reports or audits required to have police clearance (usually 2 or 3 ) compliance of Charities objects purposes permitting charities once or twice annually timetabling is Association responsibility Permits can be suspended at any time. Challenges Successes Future Growth

36 Municipality-continued Profits Change EGaming monthly gaming reports to city hall annual audits only members who sign reports or audits required to have police clearance (usually 2 or 3 ) compliance of Charities objects purposes permitting charities once or twice annually timetabling is Association responsibility Permits can be suspended at any time Transitioning to Charitable Bingo Challenges: infrequent contact with charities (permit only twice a year) late monthly reports late audits reporting errors Successes: no monitoring of assignment times/will monitor equality of assignments no input on scheduling other than previously mentioned improved contact communication with Association Future Growth: contact with individual charities improving charity reporting content further enhancement of communication tools with Associations

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38 Transitioning to Charitable Bingo Survey Pre Egaming: Dealing with Municipality Topics Surveyed: Permit Process Monthly Gaming Reports Yearend Reports Police Clearances Relationship with City Personnel

39 Transitioning to Charitable Bingo Survey Pre Egaming: Dealing with Volunteers Topics Surveyed: Working Assignments Training Preparation Scheduling Participation Summary of All Responses: Pre Egaming Not Difficult Extremely 9% difficult Moderate 20% difficulty 12% Difficult Very difficult 29% 30%

40 Transitioning to Charitable Bingo Survey Post Egaming: Dealing with Municipality Topics Surveyed: Permit Process Monthly Gaming Reports Yearend Reports Police Clearances Relationship with City Personnel Very difficult 0% Extremely difficult Difficult Moderate 0% 2% difficulty 23% Not Difficult 75% Summary of All Responses: Post Egaming

41 Transitioning to Charitable Bingo Survey Post Egaming: Dealing with Volunteers Topics Surveyed: Working Assignments Training Preparation Scheduling Participation Not Difficult 72% Extremely difficult 0% Very difficult 0% Difficult 5% Moderate difficulty 23% Summary of All Responses: Post Egaming

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43 Comment upon the work load it's impact upon your volunteers There is less work load for volunteers. Volunteers give service to players rather having the heavier work load of actually running the eveny I would not be able to say that the workload is any better or worse, but that most of our volunteers travel some distance to only 2 hour blocks atracts some grumbling over multiple trips to the Hall for short term stints. Extremely easy Tremendous difference -no stress at all associated with the work load. No worries of hling paper/money, shortages, customer complaints. These worries have all disappeared Our volunteers now provide a service rather than be tasked with running the bingo. The work load is minimal; no one is complaining. The work load stress has been substantially reduced with eliminating the cash positions balancing at end of shifts Worl load is less, but still difficult for us as a small agency as our volunteer pool is small. Bingo's during the day are difficult as staff oftentimes have to fill those times. much less qork stress, due to not hling money sales It is much easier to find volunteers to participate in an e-bingo assignment than before. A two-hour commitment is much easier to get than 6-8 hours. There is no stress at all. You arrive, talk to the previous charity, keep the hall clean, greet customers, circulate throughout the hall. Interact with customers talk about your charity. Work load is lifted The work load is easy compared to before as we do not have to sell anything Tremendous difference - no stress at all associated with work load. No worries of hling paper/money, shortages, customer complaints. These worries have all disappeared. After Egaming, we found it a lot easier to schedule volunteers. Before, it was always the same 3-4 people. The work load is significantly reduced after Egaming. Work not difficult. It can be very boring. It is much easier to find volunteers to participate in an e-bingo assignment than before. A two-hour commitment is much easier to get than 6-8 hours.

44 Comment upon the work load it's impact upon your volunteers -continued What work load? The workload on volunteers is substantially reduced. We are not involved at all in the actual running of the bingo sessions so there has been an overall reduction in responsibility. working 2-3 assignments each month has been good as most of the volunteers only volunteer for e-bingo.. but, with a variety of assignment times we do need to ensure we have enough trained e-bingo volunteers to cover all shifts I've asked our volunteers--- they are quite happy with their work load. No complaints Workload is very much reduced it is usually easy to get volunteers to work although the training session required before the volunteers can work is a joke! We require less volunteers to participate. Volunteers enjoy working bingos now. There is no worry about hling money; No worry about hling cards probably most important you did not have to worry if you would balance at the end of the night Volunteers do not have to be trained to a specific job, do not have to work with documents or money, this makes them relaxed, enjoyable to work with. When you have the pressure of having to be focused rushed to do a job, one tends to be tense, easily frustrated. Any one is able to come out of bingo school walk around with only having to focus on the customer. Prior to egaming, it was a long day. Some volunteers did not want to hle money or sell books as they were intimidated by the exchange of money. There were times that prices of books changes, procedures were different, new tickets when the volunteers had not received prior notification so they had to learn on the run. After egaming, the volunteers were not concerned as pricing changes new procedures are the responsibility of the staff. Volunteers go do there job, whether it was e-bingo or not It is a lot easier on older Volunteer's We have had no complaints - people enjoy the new format The work load in doing Bingo before egaming was very stressful since the club had to be sure their members were competent trustworthy since money was involved. Working six hours was also a long period to work. Working two hours for an ebingo is fine involves very little responsibility. The work load now is much less & is so much easier to do Customer Service. The workload is far less draining more relaxed with less stress. The length of each assignment makes it easier to accommodate. The workload is easy with ebingo we can now get a different type of volunteer. The shorter shifts plus no longer hling money make the difference. We feel like we arrived in heaven. The old way was alot of work high stress. Money responsibility reconciling of sales was more challenging workload responsibility has definitely lightened

45 Comment upon volunteer reaction since the implementation of ebingo 1. During the hot summer months, volunteers should be able to wear dress capris instead of the dress code of dress pants 2. the 2 hour sessions need to go to at least 4 hours sessions -the cost of transportation to from events is not feasible. Volunteers are generally receptive to the process. We are all too aware that this is a significant fundraising model for our charity that compliance to rules processes equates to increased dollars that don't come out of our own pockets. Enjoy working the bingos. Much easier to get volunteers. Training is easy working bingos is almost stress-free comared to before. 1. The concept of two hour sessions is misguided, due to travel time, expense of each volunteer. This situation will improve with four hour sessions. 2. Reliable charity groups should be called upon to work for a charity "no show" group. Much more enjoyable, especially not having to deal with money. The work load stress has been substantially reduced with eliminating the cash positions balancing at end of shifts Everyone involved staff, volunteers are very pleased with not having to count money, sell cards etc.. easier to get volunteers to come out Volunteers actually enjoy coming to participate in e-bingo assignments, as compared to dread under the previous model. To be honest, the first couple of times we worked an assignment, I was very bored, because I really enjoyed the paper work, dealing with cash, but now I think it is great for the charities, because there is absolutely no stress involved at all. Very easy, not much to it!!! We find it easier to get volunteers as it is only for 2 hours not as stressfull by not selling cards. Much easier to get volunteers. Training is easy working Bingos is almost stress-free compared to before. The volunteers don't mind taking their turns. They were all apprehensive of the paper work & other responsibilities, before Egaming. Before Egaming we were very stressful when counting the money after the session. Now we are enjoying volunteering with Egaming. Some volunteers prefeered the duties before ebingo but like the shorter sessions of ebingo. Prior to ebingo volunteers felt it was a more social event. Volunteers actually enjoy coming to participate in e-bingo assignments, as compared to dread under the previous model. Volunteers would rather work 2 to 3 sessions at a time, especially with the increasing cost of gasoline. Everyone involved staff, volunteers are very pleased with not having to count money, sell cards etc.. I beliveve that most of our volunteers view the change as positive. It has been interesting to note the contrast between training procedures pre post e bingo. We had far more responsibility in the old system, but the commitment to training is greater in the new e bingo system. Many of our volunteers would suggest that the current training regimen is more than is required.

46 Comment upon volunteer reaction since the implementation of ebingo -continued Only comments are that training really never meets volunteer experience.. very little customer interaction.. lots of simple, mundane tasks performed at assignments. The volunteers again are happy with EBingo, much easier on them when they are not hling money. Less stress on the workers, especially with not having to hle money cards/books but some have said that because there is so little to do that it is somewhat boring, although only having to be there for 2 hour shifts is much more convenient They enjoy it. To have volunteers commit to two hours is so much easier. Only needing 2 instead of 7 (at one time, then the 3 for 6-8 hours)is doable. We do feel somewhat like a cleaning service at times, but, when you are cleaning tables, it gives you a time to talk to the customers about your charity. No worries about money or documents, people are more opt to volunteer. I do have some volunteers who prefer the activity in the before egaming, But the majority love the new format for it's ease, opportunity to talk with clients, shorter assignments per day ~ even though there are more per month ~ they usually do not return more than once a month. They also like the pre (preparing floats counting books) post session activity (balancing money books) is no longer part of the assignment. they love it. No headaches of counting money or shortages More willing to help Relief - less stress. It is easier to get volunteers to work Bingos for two hours. The training is very public relationship oriented. The late night ones are difficult if they are not back to back (Block 8 & 9), waiting all evening until 12:45am is late to head for a Bingo. It is also difficult for schools to recruit parent volunteers to do the day Bingos when Teaching staff is unable to attend. This was also an issue before ebingo as well. Most volunteers would like to do something else besides pick up paper. Why can't we verify Bingos on the computers? They find it much easier to do a 2 hour session, 2 to 3 times a month. Volunteers enjoy the experience are happy to be free of the money hling. The volunteer reaction is all positive. We could not get many to come out due to memories of the old way. Once they could be coaxed into coming to one ebingo event their reluctance diminished they come out more willingly. The various time slots are a challenge sometimes for getting people. I think we would get nobody if the old way still existed ebingo was not in place. favourable greatly improved -until we now need to attch bank statements because of "a few" whom don't complete properly

47 Comment upon reporting procedures required under this format. I believe this is a great procedure. Not much has changed. Much easier, less complicated. More likely to get paperwork done in time due to simplicity. Monthlt reports being delivered to municipality leave too short turnaround time prior to time limit for application for permits. Reporting is super simple. The person hling the paperwork for 107th scouts has changed after ebingo was implemented so he has nothing to compare Reporting procedures are much less onerous no comment So much simpler than before. Reports are so easy, I could do them in my sleep. Paper work is done in no time, now if we could only the paper work in save the trip down to city hall. The procedures have been streamlined easier to do. Much easier, less complicated. More likely to get paperwork done on time due to simplicity. Since I am the person doing these various reports/applications, I am pleased with the simplicity of them. The reporting procedures are much simplier than the ones before Egaming Reporting not a problem So much simpler than before. Reporting procedures are much less onerous Reporting procedures are much easier to complete / comply with under e bingo The permit process is so much easier then the old way, thanks to the preparation done by the charity office. The volunteers again are happy with EBingo, much easier on them when they are not hling money. Reporting has never been that difficult as long as you keep up to date

48 Comment upon reporting procedures required under this format. -continued Reporting proceedures are much simpler with Egaming. Only information which is pertinent is required. No over documenting, cumbersome multi-page reports needed. If we were able to electronically submit would be much better hopefully the way of the future. No waste of paper products, no driving in from 40 km away. Love it! Easy! Simple! Love direct deposit of bingo cheques! And, again I appreciate that the paperwork does not take up the file space the before egaming bingos required with all the paperwork from each session. Reporting is a breeze now. Much better Much simpler - not as much paper generated - I used to do up 3 forms for each session a final report 3pages - it was tedious time consuming - I would set aside an hour each month to complete longer for year end. Now the Ebingo format takes me 15 minutes tops each month. The paper work at the Hall is less not as involved as before ebingo. The paper work for reports, licences account reviews has not changed from before ebingo. We have to wait until we receive our Bank Statements now before we can finish our Reports. Reporting is FAR less complicated, requires far less time allowing for time to be spent incommunity service. The reporting procedure is much simpler. There is a lot less paperwork. Reporting procedures are fine. Relatively simple.

49 Overall impression of ebingo Much easier in every aspect, less time. Enjoyable futuristic. Please make sure it does not go away. If we have to hle paper/money again, we will lose volunteers. Hall looks better, more professional. Management is much nicer to us! Seems to have evolved well. Better than before. Satisfied that it is the direction to go. Hopefully continued support will bring the masses back to the Halls. The clients really like the ebingo of course the option to use paper is great for those still afraid of technology. Better for us as a small agency, some of the questions we have to fill in at the end of our sessions, seem unreasonable, like "Did we talk to people about our charity" our experience is that people really don't want to talk to you, they want to play Bingo. they chit chat with the bingo staff as they are mostly known obviously attend many sessions. Some of our volunteers find the staff at certain sessions very rude unfriendly. It seems like we are always being chastised for things it can only come from management. We are certainly not seen as equals or partners in this Bingo game. seems to be working well Why did we wait so long to implement e-bingo? We should have done this YEARS ago! Breakaway Bingo is a great gaming centre. Customers have their choice whether to play paper, or machines. Staff is great. It is much easier to swith a two hour assignment under this format. Our president, Wayne Boughner is absolutely great, as well as our co-ordinator Kevin Leclair. AAA We really like the ebingo format as a charity stpoint as it easy to get volunteers to do this. Please make sure it does not go away. If we have to hle paper/money again, we will lose volunteers. Hall looks better, more professional. Management is much nicer to us! Seems to have evolved well. The overall impression of the club is (JOKE) "we are Walmart Greeters without having to h out carts". Some like to talk with the clients more than others. Ebingo is awesome. This has freed up volunteers to spend more time on customer services. We are seeing young people playing the Egaming. Not sure that ebingo has attracted the clientelle that was expected. There are are just as many people dabbing their cards as there are playing the machines. Why did we wait so long to implement e-bingo? We should have done this YEARS ago!

50 Overall impression of ebingo -continued Overall impression of e bingo is favourable. Not one of my favorite fund-raisers.. lots of walking cleaning no Community Relations/ PR work.. most people who attend the e-bingos go to play bingo.. I have never been asked a question about our services.. yet. Ebongo is great.smoother easier more customer friendly than previously.however I have noticed one area that could be emphasized more in training sessions.there are still many volunteers who have no idea how to log in at the hall.many times the group following my session has asked us to show them the procedure.hope this helps you. My overall impression is that everything is simplified, saving a great deal of time. We are also very grateful that we are part of your group of charities coming from Big D, we thank you. Easier to work the sessions but a bit more boring because there is sometimes very little to do. We feel that Egaming is an improvement over the old Format. I enjoy working it, I enjoy playing. Easier all around. Volunteers do not need a lot of training, they are not committed to working long hours, it is not difficult, any one can volunteer. I find customers enjoy it more, they can play more still dab if they have the need. Love it! great move fore the bingo industry From a volunteer st point great I like it - it makes my life easier - I never liked dealing with CASH - too many unanswered questions at the end of "short" sessions - now easy - you are in out with little hassle - any on the floor is pleasant - reporting system much simpler. It's Ok, I don't see any problems with the set up or the assignments. I love how we only require a minimum of 2 people for our 2 hour Blocks, no more dealing with money & having shortages. I don't underst why they are still running 12:45am-2:45am Blocks? There seems to be a loss of revenue at Paradise during that time. There are some Clubs that don't put in the effort to keep the Hall as clean as others. I think it would be GREAT to have the TV screens around the room, run the info about the Charities during the breaks for those that stay in. Is this possible to do? I love it! It is great to be free of putting in a great deal of work for sometimes no results. It allows Charities to get back to what their about. We like the ebingo have no overall negative comments. It is important that each organization fulfills their obligations. We love the interaction with the customers. Much more organized. Easier for the charities. Better relations with the hall staff. Customers seem friendlier. Easy permit renewal. seem sto be more successful in generating revenue for the charities without the hassle of dealing with cash paperwork