Caring for employees
In accordance with CTBC Holding policies, Taiwan Lottery has introduced employee incentive programs to retain outstanding professional talent, such as “employee stock appreciation rights”, “issuance of common stocks for cash, employee stock purchase plan” and “employee stock ownership trust”. For employees with excellent performance and potential, the company provides open and transparent advancement opportunities that offer more challenging responsibilities with correspondingly higher levels of salary and remuneration as part of the overall organization development. To facilitate long-term career growth, professional training and competence enhancement courses are also available to employees.
Taiwan Lottery values human rights and strictly abides by labor laws and regulations in compliance with international human rights standards. The Company offers employees protection of their legal rights and benefits, as well as established a harassment-free working environment that guarantees diversity, openness, and equality. In terms of workplace improvements, in addition to providing a safe, healthy and comfortable working environment, leisure facilities are also provided for employees to enjoy after a period of hard work. Furthermore, Taiwan Lottery is committed to occupational safety so that workers may focus on their jobs with a sense of ease.
Year |
2019 |
2018 |
2017 |
Gender |
Male |
Female |
Total |
Male |
Female |
Total |
Male |
Female |
Total |
Full-time workers |
136 |
86 |
222 |
133 |
71 |
204 |
131 |
72 |
203 |
Contract workers |
3 |
6 |
9 |
11 |
18 |
29 |
8 |
10 |
18 |
Total |
139 |
92 |
231 |
144 |
89 |
233 |
139 |
82 |
221 |
Currently, the overall ratio of female to male employees is 64:100, and female managers account for nearly 40% of all managers, an indication that the Company offers equal development and advancement opportunities for both genders.
|
2019 |
2018 |
2017 |
Overall ratio of female employees (%) |
38.7% |
34.8% |
35.5% |
Overall ratio of female managers (%) |
40.0% |
44.0% |
45.7% |
Note: Overall managers: managerial positions are held by employees with supervisory responsibilities in their work unit.
- Active cultivation of talent
Taiwan Lottery has established a fair and comprehensive performance evaluation system, linking overall corporate strategic goals to individual employee work objectives. At the beginning of the year, each worker is required to set up personal performance objectives, which are evaluated by their managers at the end of the year. Solid performance is rewarded with bonuses, training and various career development opportunities. For talented employees with excellent performance and development potential, the company has established open and transparent advancement mechanisms. Qualified employees will be actively cultivated and promoted to positions with greater responsibilities and correspondingly higher levels of wages and remuneration to drive the organization’s overall development.
- Diverse benefit options
Taiwan Lottery has established a staff benefits committee, which offers diverse benefit options to employees. Under the “flexible benefits system” and “point system”, full-time employees are given points annually so they may select their own benefits options based on their personal needs. In consideration of employee’s health, the company also offers free annual health examinations for employees 40 years old or above, and biennially for those under 40 years of age – the measure exceeds the current health examination benefits required by law.
- Establish a healthy workplace
In collaboration with CTBC Holding, Taiwan Lottery introduces visually impaired professional masseurs to provide services to the enterprise group, so employees may be energized for work after enjoying a moment of relaxation. In addition, the company works with Taiwan Institute of Psychotherapy, a professional mental health organization, to provide free psychological counseling services for employees. Through professional consultation and assistance, employee mental health, emotional issues and interpersonal communication problems that arise at the workplace are addressed and resolved effectively.
- Human rights and gender equality
To publicly declare the company’s stance in support of international human rights conventions, Taiwan Lottery worked with CTBC Holding in 2018 to formulate the CTBC Holding Human Rights Policy and establish human rights risk assessment and management procedures. This is done to achieve the goal of zero human rights risks in the workplace. According to statistics, in 2019, Taiwan Lottery had no cases of discrimination, employment of child labor, coercion of workers or any other incidents in violation of employee rights and interests. Furthermore, Taiwan Lottery complies with relevant laws and stipulated “Work regulations” and “Sexual harassment prevention, complaint filing and disciplinary measures” to maintain employee rights to work in a harassment-free environment. The company also regularly schedules labor/management meetings attended by representatives from both groups to discuss employee rights and benefits.
<New hires>
Gender |
Age groups |
2019 |
2018 |
2017 |
No. of people |
No. of people |
No. of people |
Male |
Over 50 years old |
0 |
2 |
0 |
Over 30 and under 50 years old |
13 |
9 |
6 |
Under 30 years old |
4 |
2 |
5 |
Total males |
17 |
13 |
11 |
Female |
Over 50 years old |
0 |
0 |
0 |
Over 30 and under 50 years old |
12 |
5 |
4 |
Under 30 years old |
14 |
1 |
5 |
Total females |
26 |
6 |
9 |
Total |
43 |
19 |
20 |
Ratio of new employees (new hires / all employees) |
20.2% |
9.3% |
9.9% |
<Staff attrition>
Gender |
Age groups |
2019 |
2018 |
2017 |
No. of people |
No. of people |
No. of people |
Male |
Over 50 years old |
1 |
1 |
1 |
Over 30 and under 50 years old |
9 |
10 |
4 |
Under 30 years old |
3 |
1 |
4 |
Total males |
13 |
12 |
9 |
Female |
Over 50 years old |
0 |
1 |
0 |
Over 30 and under 50 years old |
6 |
3 |
4 |
Under 30 years old |
3 |
1 |
3 |
Total females |
9 |
5 |
7 |
Total |
22 |
17 |
16 |
Overall attrition rate |
10.3% |
8.3% |
7.9% |
Voluntary turnover rate |
10.3% |
8.3% |
7.9% |
Note: attrition rate = number of staff attrition / average no. of employees in the designated time period.
Note: involuntary attrition includes reorganization or transfers to other groups, lay-offs and dismissals.
Community participation
- Offers rebate funds to the government for implementation of social welfare measures, accumulating to NT$41.607 billion over the last 17 years
To fulfill the mission of “public welfare”, starting in the third franchise term of public welfare lottery in 2007, Taiwan Lottery and CTBC Bank have provided NT$2.0868 billion in funds annually, totaling NT$14.6076 billion over seven years. For the fourth term starting in 2014, NT$2.7 billion in funds has been provided annually, which will provide the government NT$27 billions of social welfare funds over the ten-year term to care for vulnerable populations.
- Created public welfare lottery profit of NT$338.5 million for the government
From January 2007 to the end of December 2019, Taiwan Lottery operated a public welfare lottery profit of NT$338.5 billion for the government, used to supplement social welfare expenditures by city and county governments, the national pension fund, and funding for the national healthcare insurance.
- Created job opportunities for 42,965 lottery retailers who sell public welfare lottery tickets
For every lottery ticket sold, the lottery retailer can receive 8-10% in sales commission. Disadvantaged populations, such as people with physical or mental disabilities, indigenous people, or single-parent low income households may apply to become lottery retailers. Currently, 42,965 people are able to work by becoming retailers of the public welfare lottery.
- Lottery prize winners are encouraged to donate part of their prize money to charity, with total donations exceeding NT$5 billion
Taiwan Lottery encourages prize winners to donate part of their prize money to charity causes, to expand the positive impact of public welfare lottery. As of the end of 2019, the total amount donated by prize winners has exceeded NT$5 billion. The CTBC Charity Foundation has utilized the charity funds to invest in educational subsidies for disadvantaged populations, food subsidies for youth, seniors and the vulnerable, health care for the disadvantaged, construction or the purchase of necessary equipment for social welfare institutions, emergency response and disaster relief efforts, and more. So far, more than 200 social welfare units and public welfare groups have received donations for the implementation of more than 800 public welfare charity projects to the benefit of more than 7.11 million people.
- Public welfare events and activities
- Donation of 100 rehabilitation buses
On September 5, 2011, Taiwan Lottery held a ceremony in Taipei City to commemorate the donation of 100 buses. Witnessed by the leaders of cities and counties around Taiwan, representatives of Social Affairs Bureaus, and chairpersons of local lottery unions and representatives of the retailers who sold the first-prize lottery tickets, 100 high-end rehabilitation buses converted from Volkswagen T5 Kombi models were donated to each city and county government. The buses would be operated by the local governments to provide transportation for the elderly, the vulnerable, and people with physical or mental disabilities. The event significantly marked Taiwan’s first ceremony that included the donation of large rehab buses.
- Super Lotto first prize winner donates NT$120 million designated for little league baseball games in Hualien
On December 6, 2012, a Super Lotto jackpot winner of NT$605 million donated NT$120 million while redeeming his prize money, designating it for the use of nationwide competitive little league baseball games to be hosted at his hometown of Hualien County. His generosity not only turned certain childhood regrets into a positive endeavor for children, but it was also the first time in the history of public welfare lottery for a winner to donate the proceeds for the promotion of a single sport in Taiwan. Kept in a CTBC Bank private trust, the money is enough to fund little league baseball games organized by the CTBC Charity Foundation for 20 years. Every year during the first week of December, each city and county may send their top little league team to compete in Hualien for the enjoyment of baseball games.
Corporate governance
An excellent corporate governance structure is the basis for the sustainable development of any company. Following in the footsteps of its parent company, CTBC Holding, Taiwan Lottery establishes transparent corporate governance policies. Through a sound board of directors structure, the company operates with integrity and assists CTBC Bank, the issuer of public welfare lotteries, with comprehensive sales strategies and provides the government surplus funds due to lottery ticket sales.
- Sound structure of the Board of Directors
Taiwan Lottery is a wholly-owned subsidiary of CTBC Holding, which appoints all of its directors. Currently, there are eight directors and two supervisors, who, in principle, convene at least once every quarter. In 2019, 10 board meetings were held with an average attendance rate of 86.25%.
To enable directors, supervisors, and managers perform their duties without worry, Taiwan Lottery has insured the directors and supervisors with liability insurance to avoid damages to the company due to possible errors or negligence of decisions made by directors, supervisors or managers, and resulting in requests for compensation by a third party.
- Adherence to management with integrity policies
Transparency and integrity are the core values of corporate social responsibility.
Taiwan Lottery adheres to CTBC Holding’s policies and take external regulations into account to formulate internal regulations including “Corporate governance practical guide”, “Integrity management guide”, “Integrity management operational procedures and conduct guide”, and the “Guide for handling reports of illegal, unethical, or dishonest behavior.”
Regarding the “Guide for handling reports of illegal, unethical, or dishonest behavior”, the official website includes announcements regarding reporting channels, such as a reporting hotline, email address, and a physical mailbox address. Serving as the managing unit, the company’s legal affairs and compliance department stipulates the confidentiality obligations of employees responsible for taking the reports and those charged with subsequent investigations. Retaliation against the persons filing the reports is prohibited. The above practices demonstrate the Company’s corporate culture of integrity and transparency.
- Comprehensive regulation compliance and education
In compliance with laws and regulations, including the Public Welfare Lottery Issue Act and Public Welfare Lottery Management Regulations, Taiwan Lottery introduced the ISO certification system for public welfare lottery ticket issuance, sales, marketing promotions, prize-drawing, redemption, and lottery retailer management. In accordance with external regulations and relevant reports that the lottery issuer, CTBC Bank, submits to the Ministry of Finance, Taiwan Lottery implements the public welfare lottery operation in compliance with the law. To ensure that employees are well-versed with regulation changes and in compliance with laws relevant to their business operations, the company organizes two regulation compliance training sessions per year and conducts monthly legal compliance promotional campaigns, in addition to legal compliance education for new hires.
- Implementation of internal control and risk management systems
In order to manage its internal control and operating procedures, Taiwan Lottery requires all management units to review, whether their internal procedures are consistent with external laws and regulations, thereby avoiding operational risks and illegal practices. The company also requires all units to conduct self-assessments to implement the internal control system's three lines of defense. In addition, the company devised appropriate risk management strategies, policies and procedures, to effectively manage risks and possible losses associated with each business operation. By strengthening and integrating the overall risk management structure to institutionalize, professionalize and systematize risk management into the company’s internal operations and processes, the company is able to enhance its operational effectiveness.
- Strict cybersecurity management
As the changing wave of technology continues to present innovative digitalization of information as well as increasing cyberattacks, corporations must respond with business strategies that value technical innovation while safeguarding cybersecurity. In this regard, Taiwan Lottery focuses first on implementing preventive measures and making preparations to enable proper response to ensure the safety and security of the lottery system.
To implement the above cybersecurity policy, in accordance with “CTBC Financial Holding Co. cybersecurity policy”, Taiwan Lottery decided to formulate its own cybersecurity policy and set up a committee responsible for supervising the implementation of cybersecurity measures. Every year, two meetings are held to review cybersecurity management operations progress and effectiveness, as well as emerging cybersecurity issues and corresponding resolutions. A personal data protection and management unit has also been established to maintain the security and management of personal data files.
Product services
To satisfy consumers’ interest in something new and different, Taiwan Lottery strives for product innovation continuously over the years to provide customers with a rich and diverse experience playing various lottery games. The effort has created enormous profit for the public welfare system, enabling it to offer even more assistance to disadvantaged populations.
- Computerized lottery games
In adherence to national issuance regulations and taking into account international trends as well as local traditions, Taiwan Lottery has developed diverse products. Currently there are ten types of computerized games to satisfy different consumer groups, and this product line of computerized lottery games is one of the most comprehensive gaming product lines among lottery issuing institutions around the globe.
- Instant lottery games
Bringing more levels of fun and surprise to consumers through innovative prizes, gameplay, ticket design, marketing, and digital technology.
- Prizes
Originated design of products, such as “Cash + merchandize”, “Scratch and win money”, and “Take the entire prize and pay no taxes”.
Issued “Hot topic bonus” family games, attracting buyers with rewards of more than five times the lottery ticket price.
- Gameplay
Continued to launch brand-new extended puzzle games based on the most popular types of extended puzzle games. Brought more levels of fun and surprise to consumers through the lottery gameplay process of “scratch slowly and match slowly”.
- Ticket design
Used special gold colored aluminum foil material to print the scratch tickets and attract consumers’ attention.
Launched scratch-lotto products with blank fields that can be filled in, or interesting patterns suited for photographs to increase interaction with consumers.
- Marketing
In addition to launching themed products matching special occasions, such as the Spring Festival, Dragon Boat Festival and Mid-Autumn Festival, the company also created attention-grabbing products that correspond to current affairs, such as popular imperial court dramas, animal protection issues, and presidential elections.
Through cross-industry collaboration, Taiwan Lottery issued topical games and promotional campaigns to grab the attention of different networks of people and expand beyond existing consumer groups.
- Digital technology
Forged a cross-industry alliance with Garena Arena of Valor mobile game to launch the world’s first scratch-lottery ticket with mobile game as the theme, offering virtual treasures for each lottery ticket purchase. Collaborated with the e-commerce platform Yahoo Shopping to launch the first e-commerce themed scratch lottery ticket, where each ticket comes with discount coupons for the Yahoo Shopping platform.
- Fair drawing procedure
- Since Taiwan Lottery was first commissioned to operate the public welfare lottery in 2007, the company has been operating in accordance with relevant regulations pertaining to the issuance of public welfare lottery. All of the game-drawing operations adhere to the principles of fairness, justice, and openness. The lottery-drawing operation is broadcasted live on the news channel with Ernst & Young staff certified public accountant serving as an impartial witness, validating the proper operation of the drawing of winning numbers in front and behind the scenes. In addition, five consumers are on-site to serve as witness to the drawing process.
- Internationally certified lottery equipment: the lottery machines used at the drawing location were purchased from Smartplay International Inc., a professional lottery-drawing manufacturer in America approved by the World Lottery Association. Since Smartplay International Inc. began to produce lottery-drawing machines in 1993, its products have been adopted by 185 lottery issuers in more than 70 countries around the globe. There is no doubt regarding the fairness of the machines.
- Stipulate stringent standard operating procedures (SOP) and follow through with strict implementation.
- Service for retailers
- Sales representatives offer warm-hearted and caring service
Currently, there are 42,965 lottery retailers nationwide, including 5,540 computerized lottery retailers and 37,425 instant lottery retailers. Among them, over 70% are people with physical or mental disabilities, 26% are indigenous people, and 1% are from single-parent low-income households. Usually, it takes three and a half months of tutoring to turn a beginner with no knowledge into a capable retailer ready to become the boss and open a betting station. They are taught the different types of lottery products, as well as the skills needed to operate a business. Various training classes are available, such as how to find a suitable business location, station interior furnishing and customer circulation design as well as product training. Through one-on-one detail training provided by Taiwan Lottery sales representatives, retailers are able to receive caring consultation service in various categories.
- Satisfaction rate to sales representative is up to 97%
Every year, Taiwan Lottery conducts a sales representatives performance satisfaction survey as reference for future improvements. Survey questions cover basic satisfaction of service attitude, lottery knowledge and expertise, and communication skills and capabilities. As of 2019, the overall satisfaction rate is up to 97.2%, which is in line with the corporate goal of 90% or above.
- Service for consumers
- Redemption service
There are 412 redemption centers in Taiwan for public welfare lottery winners, including 152 CTBC Bank branch locations (36.9%), 117 Hua Nan Bank branches (28.4%), 72 First Bank branch locations (17.5%), 64 Farmers’ Associations (15.5%) and seven credit unions (1.7%).
- Handling of problematic lottery tickets
Taiwan Lottery also provides comprehensive and professional service for consumers with problematic lottery tickets. Prior to the prize-redemption deadline, holders of defective or damaged lottery tickets rejected by the betting machine for prize-redemption must bring the original lottery ticket to CTBC Bank branch offices or other designated financial institutions in Taiwan, and file an application for processing of the ticket in question. Once verified to hold the winning ticket, the winner may then redeem the amount of prize money.
- The speed of response to customer complaints has increased significantly
|
2016 |
2017 |
2018 |
2019 |
No. of complaints |
184 |
201 |
197 |
192 |
Rate of response in 3 working days(%) |
92 |
94 |
90 |
96 |
- 365 days of uninterrupted information system service
Taiwan Lottery relies on a computerized lottery ticket consumables management system to keep track of inventory at 5,800 public welfare lottery betting stations in Taiwan, and distributes consumables according to actual transactions at each retail location to fully satisfy sales requirements. The system is online 365 days a year, offering uninterrupted service from 7 a.m. to 12 a.m., so that it is convenient for consumers to make lottery purchases. In addition, to ensure each betting station has proper working equipment, a free equipment maintenance service is provided once per quarter. Furthermore, whenever there is a problem with any equipment, the retailer may dial the customer service hotline free of charge, and an engineer will arrive at the betting station to complete repairs within two hours. In the event that the equipment cannot be fixed within two hours, a replacement machine will be available immediately, to provide retailers with the very best information service.