< PreviousTRIBALNETONLINE.COMTRIBALNETAGENCY UPDATE |40 | SPRING 2017UNITED SOUTH AND EASTERN TRIBES, INC. (USET)UNITED SOUTH AND EASTERN TRIBES, INC. (USET)improving the capabilities of tribal governments and increasing the overall quality of life for Indian people through a variety of technical and supportive programmatic services. Through one of USET’s original programmatic core competency areas, USET’s Tribal Health Program Support (THPS) team assists member tribal nations in building, strengthening and expanding its healthcare capacity and resources. This results in increased quality care for their respective tribal citizens. Through outreach, education and training opportunities, THPS provides tribal nations with tools to better access, improve and utilize meaningful health data in order to design innovative, sustainable and culturally appropriate programs and services at the community level. It’s through a history of high level performance and strong organizational support that THPS is frequently called upon by tribal nations and federal partners to assist with community health assessments, program planning and execution, policy development and designing mechanisms in an effort to increase clinical reporting measures for the advancement of their respective Indian Health Care Delivery systems.Through partnerships with tribal nations and support from the existing programmatic foundation, USET recently launched a new pilot program, Tribal Health Solutions Group (THSG), to help tribal nations increase revenue from third party billing of private insurance, Medicare and Medicaid. USET hopes to launch THSG as an eventual for-profit consultancy. This will aim to assist tribal nations in recovering a greater percentage of the more than $200 million that goes uncollected, according to the U.S. Government Accountability Office. THSG will further work to assist tribal nations in strengthening their capacity to improve claims recovery and the payment experience. Please visit www.usetinc.org, USET’s Facebook page and download USET’s app for more information and to keep up with USET activity.BRANDON STEPHENSDEVELOPMENT DIRECTOR615-467-1560BSTEPHENS@USETINC.ORGThe United South and Eastern Tribes, Inc. (USET) was established in 1969. USET is a non-profit, inter-tribal organization representing 26 federally recognized tribal nations, from Maine to Florida to Texas, on an array of issues at the regional and national levels. USET is dedicated to enhancing the development of tribal nations, Enhance profitability with a PMS solution that adaptsto your unique needs.With over 20 integrated modules on a singledatabase, Maestro property management softwarewas developed from the ground up as a trulysophisticated enterprise system adaptable to diverseneeds. The result: countless solutions offeringenhanced profitability, all from one industry-leadingsoftware suite. That’s Maestro PMS – trusted byleading casinos, resorts and multi-property groupsacross 92,000 rooms in 14 countries.Increased profitability is a call away. Contact us today.maestropms.com 1-888-667-8488 sales@maestropms.caIndustry-leading 24/7 Service and Support at your fingertips.Connect with TribalNet on SOCIAL MEDIA today! We’ll make sure you don’t miss a thing! Suffering from # FoMo?Fear of Missing OutOur pages are dedicated to all things TECH and TRIBAL in one place! SPRING 2017 | 43 | PRODUCT SPOTLIGHTTRIBALNETONLINE.COMTRIBALNETSPLUNKSplunk EnterpriseDo you want to get more value from your data? Splunk Enterprise collects data from any source, including logs, clickstreams, sensors, stream network traffic, web servers, custom applications, hypervisors, containers, social media and cloud services. It then enables you to search, monitor and analyze that data to discover powerful insights across multiple use cases like security, IT operations, application delivery, industrial data and IoT, giving you valuable intelligence across your entire organization.Value to Native American MarketWith Splunk Enterprise, everyone from data or security analysts to business users can gain insights to drive operational performance and business results. Whether you’re looking to troubleshoot IT, monitor your security posture or optimize marketing campaigns, Splunk Enterprise can help get you there.Who We AreSplunk is the market leader in analyzing machine data to deliver Operational Intelligence for security, IT and the business. Splunk® software provides the enterprise machine data fabric that drives digital transformation. More than 13,000 customers in over 110 countries use Splunk solutions in the cloud and on-premises. Join millions of passionate users by trying Splunk software for free: http://www.splunk.com/free-trials.WWW.SPLUNK.COMCOMPANYSPLUNKSALES CONTACTSERIC SWARTZSPLUNK ACCOUNT MANAGER 301.520.3672ESWARTZ@SPLUNK.COMJORDAN PENOYARSPLUNK INSIDE ACCOUNT MANAGER 703.206.6449JPENOYAR@SPLUNK.COMTRIBALNETONLINE.COMFEATURE COLUMN |TRIBALNET44 | SPRING 2017APPLICATION DEVELOPMENTStandards Organization (ISO) which specify cabling standards for different applications. As the slot oor evolves there are increasing demands being placed on bandwidth. Applications like video streaming for game content keeps using more bandwidth. Many of the forward-looking operators already have fiber to the slot bank or are in the process of reengineering the oor to bring it to every bank.Build a solid and scalable network infrastructure The drive towards the future has specific effects on the network requirements of a casino. Enhanced traffic levels and the mission critical status of casino management applications demand that casinos find a reliable network solution to meet the needs for availability and resiliency through redundancy, distribution, scalability and expertise. Casinos that don’t have a good network infrastructure face high risks of prolonged down time. Many factors contribute to a high availability architecture which includes what fiber paths are chosen, how fibers are connected and what network ports are connected to the fiber. Having a data center or a server room with sufficient power/cooling, redundancy and network connectivity becomes increasingly critical in building a good foundation for the casino applications that use this as a base. Build a scalable server infrastructureThe availability of the servers can be enhanced by deploying technologies for virtualization and increased system security needs to be an element of design throughout the architecture. Possible fail points and exploitable weakness have to be analyzed and corrected during each phase of the implementation. Build a scalable storage infrastructure Storage is a critical piece of the overall infrastructure where application and customer data is stored. Storage Area Networks (SAN) is preferred over direct attached storage. With increased requirements for real time customer tracking, storage becomes a critical part of the casino infrastructure. Increased reliance on data analytics requires that the storage infrastructure is exible to the demands of the enterprise. Build a scalable application infrastructure The most critical part of the application infrastructure is the casino management system (CMS). The CMS should be exible and scalable like the other infrastructure components. Many of the bonusing features that ride on top of the casino management system enhance the revenue opportunities for the operator. The reliability of these components is a key factor for the onward journey with enhancing customer journeys. Standardize the technology platformTypically an operator doesn’t have time to develop on multiple platforms. At Viejas, the decision was made to go with the .Net platform for its ubiquity and the technology strengths within the team. Now, we can move beyond hardware and infrastructure to applications necessary to enhance touchpoint. Over the last five years, Viejas’ IT department has developed over 15 different applications to enhance the internal and external customer touch points. Read on to find out about some of the applications developed and the business needs they meet.Our vBUS Enterprise and Mobile Application: Designed to keep track of the bus player and their ratings while providing convenience with temporary tickets if the guest loses or doesn’t have their membership card.Our CCIS Application: Integrates and automates all the cash operations on the casino oor, all while eliminating paperwork. We have received several commendations from our external auditors on this application.Our Cash Variance System: Designed to log and manage cash variances on the casino oor. With this application the comptroller can figure out how much cash to hold and how much to keep in the bank.Our Player Profile Application: Allows casino personnel to view and analyze player data and playing patterns, award levels, preferences, benefits usage, profitability, retail and F&B patterns and activities, etc. Also includes a real-time aspect that allows users to find Players on the casino oor for proactive communication. BUILDING YOUR APPLICATION DEVELOPMENT CORE COMPETENCYRAM PATRACHARI VP INFORMATION TECHNOLOGY/CIOVIEJAS ENTERPRISESIt is an understatement to say that competition is getting fierce in the gaming industry. Casino patrons have an increased variety of avenues (and devices) to spend their hard earned dollars on entertainment, enabling them to be more discerning on how and where they wish to spend their money. According to Porter’s five forces analysis framework, the bargaining power of customers (buyers) has increased tremendously. In the world of commodity slot machines and slot titles, it is becoming increasingly challenging to stand out against the competition. The operators can get an exclusive on certain games, but the duration of exclusivity is often limited. There are a few operators who have started focusing on customer journeys and enhancing touch points as a way to differentiate themselves from the competition. It’s a logical progression for those who already have experience building and using applications for enhancement. This article attempts to put some building blocks in place before venturing into the world of analyzing and enhancing customer journeys.Many operators have evolved their IT infrastructure in bits and pieces so before focusing on enhancing, first things first. Take these necessary steps focused on infrastructure basics. Build a scalable cabling infrastructure A solid foundation starts with a good cabling infrastructure. There are standard bodies like Telecommunication Industry Association (TIA) and International SPRING 2017 | 45TRIBALNETONLINE.COM | FEATURE COLUMN TRIBALNETAPPLICATION DEVELOPMENTTransform Your POS BusinessYou already know that POS mobility will improve overall guest experiences by reducing wait times. Whether for linebusting or accepting orders and payments anywhere on property, your business demands state-of-the-art POS mobility with the same seamless functionality as a stationary terminal.TRANSFORMING HOSPITALITY BY BUILDINGLASTING CONNECTIONSMAKE THE SWITCHCONTACT AGILYSYS TODAY! 877 369 6208sales@agilysys.comwww.agilysys.comCopyright ©2017 Agilysys NV, LLC.Ram has over 25 years of experience in IT managing highly-scalable systems. Ram holds an MBA, and a Master’s Degree in EE from Stevens Institute of Technology. He is credentialed from the CIO Institute at UC Berkeley and Kellogg Business School. He is a certified PMP, CISSP and a Certified ScrumMaster. Our Slot Participation Analysis: This is a business intelligence application which reports on slot revenues on the casino floor and calculates participation fees owed to the vendors. Team Member Tracking System: This system was designed for tracking the Team Member disciplinary actions, absences, vacations, observations and other performance related variables.vFinder: This Kiosk application displays filtered slot machine, restaurant, entertainment and their physical location information to the casino guests.vKiosk: The Marketing Kiosk allows the set-up and customization of promotions on the casino floor. It has rich reporting features on performance of the promotions.vNotify: This system is used to monitor the casino slot floor for jackpots, service requests, beverage requests and hot players. The casino service representative’s uses this tool to proactively manage guests and guest expectations.vTicket: This mobile ticket validation solution scans guest’s slot machine tickets through web interface into our ticket cashiering system.vGuest: Mobile application for OTF, 30/60/90 and offer reports, re-setting the pin and comping the guest.A customer journey map is a simple process of mapping the steps your customers go through while engaging with your casino (whether it is a product, a website experience, retail experience, a service or a combination of them all). The more touch points you have, the more complex the map becomes. Improving customer experience is rapidly moving from a feel-good initiative to an urgent business priority, as many operators realize that they are under attack from their competitors to provide the optimal experience to customers. Getting the customer journey right also pays financial dividends. According to global consulting firm, McKinsey & Company, maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20%, but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. Having experience in enhancing your touch points will give an operator an edge to dive into the world of customer journey mapping and execution. So, when are you starting your next application development project?TRIBALNETONLINE.COMFEATURE COLUMN |TRIBALNET46 | SPRING 2017QUICK TIPSQUICK TIPS: MAKING AN IMPACTMaking an impact is a basic human desire. From the time we are a toddler we desire to impress our parents, our siblings and our friends with our abilities. We want to run the fastest, jump the highest, be the most intelligent or the most artistic, score the winning touchdown or become the most successful and respected. However, somewhere along the journey of life most of us seem to lose our ability to clearly see how we personally can make a positive impact in this world. We lose our focus. Daily life gets in the way.Of course, not every “impact worthy” event needs to be an earth shattering accomplishment that is celebrated by hoards of people. Sometimes impact can be more subtle. One of my favorite movies is, “It’s a Wonderful Life.” It clearly demonstrates how a person can have a great impact on others and the world around them through their own simple and every day actions. Of course, it also showed how the main character, George Bailey, clearly desired to have his life seem more impactful and successful. It is that very same desire to make an apparent and meaningful impact that I will be discussing in this article.If most people desire to make a positive impact, then why does it so often seem like such a daunting and unachievable goal? I have learned, experienced and witnessed throughout my life and career some of the challenges that stop people from making the impact that they desire. People tend to get bogged down by everyday duties, challenges and habits. If you already feel overwhelmed in life or career, how do you make time for being impactful? Additionally, creating a positive impact often requires some sort of significant change and many people fear both change and the new challenges that any type of change can bring. There is a cost (and not the monetary kind) to creating an impact. Obviously, you can make either a negative impact or a positive impact in what you do. Making a significant negative impact is usually simple and takes very little effort. Making a positive impact is far more challenging and difficult to achieve. Odd that we live in a reality where it is easier to be negative than it is to be positive, but that is the case.I have found in my life and career that the first and most important step to making a positive impact is to first find a way to eliminate or minimize the less important things in your life or job that are blocking your ability to make the impact you want. You need time, energy and focus to make any impactful change. Spending time organizing and changing other non-related parts of your life may seem counterintuitive to anyone that tends to focus on a direct approach, but I would argue that I have witnessed far too many failures in impactful projects or in an individual’s best intentions when focus and available time is overly restricted. Shed the meaningless and non-productive tasks from your schedule and create a place and time for your goals to live and thrive.MIKE DAY FOUNDER AND EXECUTIVE OFFICER TRIBALNETSPRING 2017 | 47TRIBALNETONLINE.COM | FEATURE COLUMN TRIBALNETQUICK TIPSDon’t forget that the little things (impacts) matter in life as well. Just like George Bailey, you may already be more impactful in life and your career than you give yourself credit for. However, if you are determined to change the world with the impact you bring, then it is time to get organized and focused. Your workplace and the world needs as much positive impact as we can all produce.FOR QUESTIONS OR COMMENTS ON THIS EDITION OF QUICK TIPS, YOU CAN REACH MIKE AT MDAY@TRIBALNETONLINE.COMTIP 1: Shed the commoditized and non-productive work from the lives of you and/or your teamTIP 2: Carefully choose the impactful effortTIP 3: Market the value and sell your idea or dreamTIP 4: Champion the causeIf it is not a requirement and it does not add value, why are you doing it? Can some other person or outside company handle it more efficiently, effectively and at a similar or lower cost? If so, time to off-load it or outsource it. Free your time for something more impactful and valuable to the organization.Make sure it is something that benefits many and the greater good, and not necessarily you. Determine who “wins” with this effort and attempt to quantify the potential benefits.A great idea is nothing more than an idea... until you share it with others and get them to believe in it. Making a significant impact most often takes work. Getting people to believe in what you are doing will only increase the effectiveness and impact.A nice way of saying you need to lead the charge and “do the work.” Don’t be afraid to share some of the glory of an impactful project with everyone who helped you along the way. Also, it’s important that you learn to take significant personal gratification in a successful and impactful effort without requiring recognition from anyone else. Specific to the workplace, here are a few quick tips of steps to take to help you produce the type of positive impact in your organization that you can feel good about and that people will recognize you for.TRIBALNETONLINE.COMTRIBALNET48 | SPRING 2017TribalNet Board & Committee Members tell us... what it is about the goals of TribalNet that keeps them dedicated to serving in this capacity.TRIBALNETONLINE.COMTRIBALNETSPRING 2017 | 491 Virgil Debrosse, Chickasaw Nation, Exec Dir of Casino & Hospitality ApplicationsI believe in the importance of this work and recognize how quickly it is evolving. We need collaborations such as TribalNet to keep pace. Over the years, we definitely have benefited from this opportunity to network and help each other understand the rapidly changing world of technology and communications. I’m proud to say that TribalNet has grown and evolved to include a community for knowledge-sharing and education on many aspects of technology! Helping Native American tribes is a role I am proud to fulfill. 2 Chris DeCamp, Win-River Resort Casino, Director of Technical ServicesThe reason I believe so strongly in what we do at TribalNet, is that I see TribalNet as a kind of campfire for the tribal technology community, a safe place to congregate, share experiences, wisdom, and learn with our peers in an effort to bring positive change to our tribal communities through the innovation and application of technology solutions.3 Amy Gates, Saginaw Chippewa Indian Tribe of Michigan, Director of ITAmy has been serving on our advisory board for over 15 years! As one of our longest standing board members, her impact on the industry is profound. 147258369Gaming & Hospitality Board4 Angie McKibbens, Mille Lacs Corporate Ventures, Chief Innovation OfficerI appreciate the opportunity to serve all my peers in bringing the mission of TribalNet forward. At the end of the day, we are all working towards accomplishing the same or similar goals. TribalNet is the vehicle to unite us together to build relationships and share knowledge to ultimately achieve the results we are seeking without reinventing the wheel.5 Fran Moore, Cache Creek Casino Resort, VP of ITTribalNet has provided me an opportunity to interact with other industry professionals and form a network of reliable resources. I have been able to foster long standing relationships with both vendors and peers. Each year I look forward to participating and shaping conference agenda and content. TribalNet has proven to be an invaluable and worthwhile experience. I am truly grateful for the privilege of being a part of the Advisory Board and the TribalNet community.6 John Ormond, Chumash Casino, Executive Director of Tech ServicesTribalNet’s commitment to providing a platform to address the technology needs of Indian Country resonates with me. The opportunity to participate in and contribute to the tribal technology world is extremely rewarding.7 Ram Patrachari, Viejas Enterprises, CIO/VP of IT ServicesCurrently about $30 billion of the estimated $180 billion worldwide in casino revenues are attributable to tribal gaming. TribalNet is a voice that represents this constituency with its razor like focus on tribal gaming. It also serves as a platform to share ideas and innovations across a wide spectrum of tribal organizations empowering tribal organizations to become self-sufficient and self-governing in their pursuit to enhance tribal prosperity. 8 Bryant Santini, Casino Arizona/Talking Stick Resort, CIOTribalNet has become a clarion call for unity among a nationwide group of people. It has opened a dialogue between many tribal organizations that have a primary focus on improving their tribal community through collaboration and sharing of experiences. You instantly get benefits when you are invited to either tour a member property or to hold a conference call to learn what to do on an upcoming project or task from another community.9 Patrick Tinklenberg, Sycuan Casino, Director of ITTribalNet provided valuable contacts and resources for me when I first started working in Indian Country. Now that I am in a position where I can give back to the community that first supported me, I want to try and do that to the best of my ability.Next >