As part of these plans, the Club is introducing highly personalized customer service using biometrics or RFID-tagging technology. We hope to be able to recognize members at any given time and have all their needs prepared for when they engage the Jockey Club either at the track or via any other customer channel. We're currently using RFID in the racing operation and we're investigating biometrics such as palm reading, facial recognition and pattern recognition.

CWHK: You mentioned sourcing strategy earlier--will outsourcing become more apparent as you look to meet these diverse and changing needs?

SL: The need to be agile and flexible means we need to find the right mix of in-house and outsourced support. We're looking at many sourcing methods and outsourcing will be part of the IT equation--but it must be "smartsourcing."

Of course some things that are considered one of a kind will be kept in-house. Aspects that are core to the operation like the architecture, design and integration areas of IT will also be retained but the plumbing could still be outsourced. Our developing SOA-based approach to IT development will enable more outsourced help. As an ongoing project, we will leverage as much off-the-shelf technology as possible.

But as we consider outsourcing options the key is to enhance in-house skills on the areas of project design, management and project assurance.