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Trial for a repository for industry approaches to customer interaction in relation to safer gambling

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Reports


Author(s): Greo ; Hilbrecht, Margo ; Baxter, David G. ; Sohail, Maha

Publisher: GREO

Year Published: 2020

Date Added: May 28, 2020

Resource Type: Summary report

"Customer interaction" refers to the ways in which gambling operators identify and interact with people who are believed to be at risk of or experiencing gambling-related harm. In Great Britain, all gambling operators must have systems in place allowing them to identify customers at risk of or experiencing gambling harms. This report details a trial project where Gambling Research Exchange (GREO) scoped and built a repository platform where remote gambling operators could submit information relevant to customer interaction and review materials submitted by others.

For the project, the Gambling Commission invited operators to contribute information relevant to identification of customers at risk of or experiencing harm from gambling, interaction with the identified customers, and evaluation of whether the interaction had accomplished the desired outcome. In the trial period, 26 remote gambling operators made submissions to the repository.

This report takes stock of 26 repository submissions from this project, and summarizes the operators' approaches, processes, and resources for identification, interaction, and evaluation of customer interaction. The report also summarizes results from an operator feedback survey about the repository platform iteself, and provides recommendations for enhancing repository qulity and advancing knowledge of identification, interaction, and evaluation.


Citation: Gambling Research Exchange Ontario (GREO). (2020). Trial for a Repository for Industry Approaches to Customer Interaction in Relation to Safer Gambling. Report prepared for the Gambling Commission, Birmingham, UK. https://doi.org/10.33684/2020.004

DOI: https://doi.org/10.33684/2020.004

Keywords: customers ; NSevaluation ; NSevaluationSGTP ; online gambling ; operator intervention ; responsible gambling

Topics: Gambling Resources ; Information for Operators ; Online Gambling

Conceptual Framework Factors:   Environment - Culture of Social Responsibility ; Exposure - Gambling Setting ; Types - Structural Characteristics ; Environment - Responsible Gambling ; Exposure - Accessibility ; Gambling Environment

Geographic Coverage: United Kingdom

Source: Gambling Commission

Source Type: Greo

Study Funding:

GREO’s funding for this project was derived from regulatory settlements in lieu of financial penalties from operators in Great Britain. The Commission reviews and approves proposals for destinations of regulatory settlements. The monies represent a restricted payment to GREO to accelerate progress towards delivery of the National Strategy to Reduce Gambling Harms.

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  • About Us
    • What We Do
    • Team
    • Our Philosophy
    • Board of Directors
    • Join Us
  • Services
    • Funding Opportunities
    • Applied Research
    • Knowledge Products 
    • Knowledge Management
    • Stakeholder Engagement
    • Impact Evaluation
    • Project Consulting
  • Resources
    • Conceptual Framework of Harmful Gambling
    • Data Repository
    • Evidence Centre
    • Gambling from a Public Health Perspective
    • Prevention and Education Review: Gambling-Related Harm
    • Research to Inform Action Evidence Hub
    • Safer Gambling Evaluation Evidence Hub
    • Resources for Safer Gambling During COVID-19
  • Partners
    • Network to Reduce Gambling Harms
    • Academic Forum for the Study of Gambling (AFSG)
    • National Strategy to Reduce Gambling Harms in Great Britain
  • Contact
    • Get in Touch
    • Helplines