Focused on Service
The B.C. Lottery Corporation (BCLC) is a Crown corporation of the province of British Columbia, which has been in business since 1985. We deliver gambling entertainment for adults and create revenue for government programs. The Corporate Security and Compliance Division is made up of compliance officers, security specialists, investigators, lawyers, analysts, and risk and privacy professionals. Ours is primarily a service division, which supports seven other divisions, three of which are revenue generating (lottery, casino and online gaming). They are continuously looking for us to be more agile, less bureaucratic and frequently require speed to market.
Like much of BCLC, Corporate Security and Compliance has a geographic distribution of employees. Professionals in this division are based in the head office in Kamloops, the corporate office in Vancouver or located throughout the province in various jurisdictions and work with our business partners in casinos, community gaming centres, commercial bingo halls and lottery retail outlets. The work we do brings us in contact with our internal business units, casino service providers, lottery retailers, vendors, regulators, law enforcement, players and the public.
BCLC’s Corporate Security and Compliance division has worked hard over the past year to change the culture within our division. Our division wanted to continue to ensure we enabled the business lines and supported revenue generation while being the ones that come up with innovative solutions that look far beyond the situation and help BCLC achieve our vision. We have developed principles that incorporated a change in language, how we conduct meetings, how we converse with one another and how we can continue to build relationships with our allies in and out of the organization.
Not convinced? Well, we take this approach so seriously that we’ve put a name to our philosophy. We call it “Yes, and…” We wanted to develop a name to easily remind us of what we are trying to achieve and to hold one another accountable within our own division.
Have you ever been to a theatre sports performance? In improv theatre, “Yes, and …” is a technique that works like this:
No matter what the other actor says to you, instead of negating, belittling, disagreeing or denying, you respond by saying “Yes, and…” and expand on the premise, idea or line of thinking. This makes for collaboration, creativity and teamwork and keeps the conversation going in a positive direction. It is reverse thinking to the “No, but…” approach.
For example, one actor might say, “We’re stranded on a deserted island with only a can opener and a fidget spinner and we need to escape.” If the other actor says, “Yes, and…we can use the can opener to make logs to build a raft…” the scene keeps going.
Conversely, if the other actor says, “No, we don’t have any tools, and besides which, a raft will probably sink…” the scene is done.