CIO50 Australia 2024: Alan Sharvin, Tabcorp
Name: Alan SharvinTitle: Chief Information Officer
Company: Tabcorp
Commenced role: April 2022
Reporting line: Chief Executive Officer
Member of the executive team: Yes
Technology Function: About 430 staff in the IT function, with 5 direct reports
Following the demerger of Tabcorp and The Lottery Corporation in June 2022, Tabcorp launched a new business strategy focused on growth and sustainability. To support the successful delivery, a comprehensive technology plan was essential. This plan demanded fresh thinking, innovative ways of working, and modern technologies to meet the strategy’s ambitions.
The Tabcorp Technology Plan, developed by CIO Alan Sharvin and the technology leadership team in 2022, is built on several key pillars that have delivered tangible benefits to the betting and entertainment company.
One major achievement has been the simplification of the technology estate, consolidating, decommissioning, and rationalizing over 200 systems in the past two years. This effort has resulted in multimillion-dollar cost savings. Additionally, by focusing on operational excellence, Tabcorp has achieved a 46% reduction in high-severity incidents, ensuring greater availability of its products and services for customers.
“Our customer and product focus has transformed the Tab App experience, shifting to an agile and product delivery model,” says Sharvin. Cross-domain squads, including product owners, CX/UX designers, architects, engineers, and testers from various business units, have collaborated to enhance the app’s user experience.
Innovative value propositions
Tabcorp has accelerated its delivery cadence, achieving monthly app releases, with over 170+ features and initiatives – a significant improvement from the previous two to three releases per year. This innovation is driven by increased strategic investments in digital, data, and analytics, aimed at creating differentiation in the market.
“Data, analytics, and AI have been central to our strategy,” Sharvin explains. “We’re using advanced AI and machine learning to gain a competitive edge, offering innovative value propositions, delivering a contextual customer experience, and significantly improving efficiency and productivity.”
Nearly 50 AI models now power various aspects of Tabcorp’s operations, including recommendations, proactive fraud detection, and responsible gambling models that help identify at-risk customers.
Creating safer gambling
To further enhance customer safety, Tabcorp has partnered with Mindway AI, deploying an AI-driven Safer Gambling intervention solution. Additionally, Tabcorp has introduced a generative AI-driven RAG chatbot for frontline staff, streamlining customer service and reducing manual interventions.
“Our generative AI roadmap for FY25 includes hyper-personalized content generation, multi-lingual experiences, and individualized discovery apps,” Sharvin adds. The company has also adopted cutting-edge graph technologies like Neo4J and AllegroGraph for faster contextual searches and advanced fraud detection.
Empowering employees and strengthening relationships
Beyond technology, Tabcorp is focused on attracting talent for the future while supporting the development of its current workforce through targeted training programs.
“With our people and our new operating model, we are more proactive, our regulatory engagement is stronger, and our speed to market is now three times faster,” says Sharvin.
Sharvin’s leadership is defined by a collaborative approach, strong relationships, and a fact-driven decision-making process. Upon returning to Tabcorp as CIO in 2022, he identified the need for a wholesale shift in how the business leveraged technology to meet its strategic goals. He consistently gathers input, builds a robust knowledge base, and communicates with confidence, uniting the organization toward shared objectives.
Over the last two years, Tabcorp has made significant investments to align with its technology plan. Sharvin has proactively engaged with executive colleagues and the board, offering a clear vision of required investments and expected benefits, ensuring alignment on the investment strategy and roadmap.
Trust is at the core of this close collaboration, particularly between Sharvin and Tabcorp’s chief customer officer, Jenni Barnett. “It’s essential that business and technology function as one team to achieve organizational goals,” Sharvin emphasises.
Sharvin has also launched the “UpliftU” engagement program, which focuses on the professional development of technology team members while fostering workforce diversity. UpliftU celebrates culturally significant events such as Diwali and Eid al-Fitr, empowers women in the workforce, supports LGBTQ+ team members, and promotes a ‘one-team’ culture.
“Over the past year, our technology team has celebrated more than 24 internal promotions and received over 2,800 internal award nominations for outstanding contributions,” says Sharvin.
