National Lottery Operator:
Player Account Management Transformation

A national lottery operator needed to replace its core Player Account Management system across web, iOS, and Android — inside a £15M programme with a hard Gambling Commission deadline. The PAM system was the backbone of player registration, KYC verification, responsible gambling controls, and payment processing. A failed delivery was not just a commercial problem; it was a licensing risk.

Five delivery teams, more than 1,000 inter-dependent activities, and 35 practitioners operating without unified programme governance. Teams had never worked together under a single delivery framework. Dependency conflicts were creating downstream delays across the portfolio, and Gambling Commission compliance milestones were non-negotiable — slippage against any one of them risked the programme's regulatory standing.

The technical complexity was compounded by the multi-platform scope: a single PAM vendor integration had to serve three separate frontend applications simultaneously, each with its own release cadence and QA cycle.

AmehX led as Principal Delivery Lead and Technical Business Analyst across the full programme lifecycle.

Programme governance: Designed and implemented full programme governance from scratch — steering committee structure, RAID protocols, tiered executive dashboards, and a cross-team dependency management framework that gave every team visibility of the blockers affecting their workstream.

Technical delivery: Led PAM vendor selection and contractual performance management. Wrote the functional specifications for KYC integration (Experian), payment gateway (Worldpay), Direct Debit, BACS, and responsible gambling features to Gambling Commission standards. Ensured every integration was designed for compliance from the outset rather than retrofitted.

Compliance management: Built a compliance milestone tracker that mapped every regulatory requirement to a specific delivery activity, owner, and date. Gambling Commission milestones were managed as hard constraints, not estimates.

Programme delivered on time and within the £15M budget envelope with all Gambling Commission compliance milestones met. User satisfaction improved by 22% post-launch. Payment checkout conversion increased by 15%. Zero severity-one compliance defects were recorded throughout the programme lifecycle — across all three platforms and all payment and KYC integrations.

Client name withheld as standard; full disclosure available under NDA for due diligence.