Every now and then a vendor presents themselves to a technology department with the next “big thing” in technology. No, I am not talking about AI, I am sure there are a couple of articles about that in this quarter’s issue. Nay, I am referring to a product being implemented at many properties belonging to a large multijurisdictional entertainment organization.
How many tickets and other requests does a technology department receive for password resets? A quick survey of the internet reveals a range of percentages, however, within the aforementioned organization password reset requests make up, on average, 30 -35% of the total tickets/calls made to the Technology department. I have made reference in past pieces that the Technology team can be inefficient when continually being pulled in multiple directions, one of which is stopping whatever one is working on to reset a windows or gaming system password. Not going to sugarcoat it, a casino worker may have 10 to 20 systems to remember a password within. Then there are security requirements such as being forced to change a password every 90 days, not being able to use a password that matches the previous ten, a lack of single sign on (SSO) technology by gaming system vendors (I’m looking at you Aristocrat and Everi) and systems that have different password lengths making using the same one in multiple systems impossible, and it is a wonder that password reset calls don’t make up 50 or 60 percent of a Technology department’s tickets.
READ THE FULL ARTICLE BY DR. MIKE ESSIG IN THE FALL 2025 EDITION OF GAMING & LEISURE MAGAZINE.