"Customers want high availability in systems, or they will go elsewhere if they don't get good performance, good customer experience," Alderson said.
Since 2013, William Hill has experienced 99 per cent uptime of customer facing systems and payments; 98 per cent uptime of customer support systems, data feeds, and payments; and 95 per cent email-to-ticket conversion (2 hours) in its service desk.
The Melbourne Cup in 2014 and 2015 ran smoothly, he said, with 2014 being a year the business broke the record in online bets per minute.
However, Alderson said William Hill's infrastructure is not at an ideal stage. The tools are still quite infrastructure-centric, and have yet to allow staff to peel away at the different layers such as mobile from browser, payments from databases.
"I want to make it more a service-centric dashboard rather than an infrastructure and application dashboard."
But painful days like the Melbourne Cup in 2013 are behind him, and even though he still gets some surprises, he said they are small and not damaging to the business.
Source: CIO Australia
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