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Impact Metrics

Measuring the impact of our work.

We set out our strategic objectives in our corporate strategy. We want to demonstrate our progress towards these objectives so we are developing some key metrics that show the impact of our work. By making more data available we hope to improve the evidence available to consumers and proactively influence the industry to improve consumer outcomes. We will also use the metrics to inform our priorities and strategies in the future.

We collect or can access a lot of gambling-related data. But we want to make sure the metrics we develop best demonstrate an impact and are not simply those for which data is available now. Not all the outcome indicators that we want to measure are currently captured in a way that we can use, so we will continue to develop and improve this work. We will do this by refining existing data and working to establish new sources of data and information that will inform our regulatory interventions and demonstrate the difference our work makes. We will aim to keep our metrics relevant and easy to understand.


Strategic Objective

SO1 Protecting children and vulnerable people from being harmed by gambling

What we do

As the gambling regulator, our main impact on the gambling industry is in setting the requirements all the businesses we licence must meet to reduce the risk of their customers experiencing gambling-related harm. The requirements we impose on licensees include controls to prevent children and young people from accessing age-restricted products.

Outcomes

The outcomes we are aiming for are:

  • children are unable to gamble on age-restricted products we license
  • vulnerable people do not experience gambling related harm due to the non-compliance of licensees.

Outcome indicators

Our outcome indicators are:

  • underage gambling participation rates on products we licence
  • incidence and severity of gambling related harm
  • levels of industry compliance: effectiveness of actions licensees take to prevent harm and underage gambling.

Strategic Objective

SO2 A fairer market and more informed consumers

What we do

We impact on this area by regulating and working with partners to ensure gambling products and services are designed and operated in a fair manner. This can include setting requirements for testing products and ongoing monitoring of their operation to ensure customers are not being disadvantaged. We require all products to operate in accordance with a set of lawful terms and conditions.

We also require licensees to take steps to help customers understand their products and services so they can make informed choices about whether to participate. We approve third party Alternative Dispute Resolution (ADR) providers and require licensees to ensure consumers are made aware of their rights regarding complaints and are encouraged to exercise them if things go wrong. We use the evidence we collect to identify key customer concerns to help us target our resources.

Outcomes

The outcomes we are aiming for are:

  • customers have access to fair products and services which deliver what licensees promise
  • customers make informed choices and are confident licensees will treat them fairly and address issues promptly.

Outcome indicators

Our outcome indicators are:

  • customer satisfaction that gambling is fair and can be trusted
  • customer awareness of products, rights and sources of help 
  • customer complaints
  • levels of industry compliance: including fair and open terms and conditions, compliant products, effective complaint handling processes.

Strategic Objective

SO3 Keeping crime out of gambling

What we do

We cooperate and coordinate with law enforcement agencies as part of a national and international framework to prevent criminal activity associated with gambling. We act to prevent illegal gambling which undermines the regulatory framework.

We require licensees to reduce the risk of money laundering through the effective implementation of the Money Laundering Regulations 2007 (opens in new tab), Proceeds of Crime Act 2002 (opens in new tab) and other associated legislation.

We act as the national coordinator for intelligence on betting integrity, collating reports, and working with partners to prevent and address match and event-fixing.

Outcomes

The outcomes we are aiming for are:

  • the gambling industry is free from criminal influence and activity
  • consumers are protected from unlicensed operators.

Outcome indicators

Our outcome indicators are:

  • incidence of gambling related crime and criminal influence; including the use of gambling to launder criminal proceeds
  • scale and impact of unlicensed gambling activity
  • integrity of betting markets and events in Great Britain
  • levels of industry compliance: reporting suspicious activity, risk assessments.

Strategic Objective

SO4 Optimise returns to the National Lottery

What we do

We are responsible for regulating the National Lottery in line with our statutory duties, which directly align to the desired outcomes listed below. This includes running the competition to hold the Fourth National Lottery Licence and ensuring a smooth transition between the Third and Fourth Licences.

Outcomes

The outcomes we are aiming for are:

  • ensuring that the interests of all players are protected
  • the National Lottery is run with due propriety
  • returns to good causes are maximised.

Outcome indicators

Our outcome indicators are:

  • the National Lottery participation rates
  • returns to good causes
  • Brand Health metric for the National Lottery
  • underage participation on National Lottery products
  • incidence and severity of gambling related harm associated with National Lottery products
  • licensee compliance.

Strategic Objective

SO5 Improving gambling regulation

Demonstrating progress against this strategic objective includes being able to evidence how we have improved our efficiency, capability, and effectiveness over the course of the strategy.

Our statement of principles sets out our approach to regulating gambling in line with the Regulators’ Code in a supportive, straightforward, risk based, and transparent manner. We focus our resources on those issues that present the greatest risk to the licensing objectives.

Public confidence in gambling regulation is influenced by how effective we are at holding licensees to proper standards of conduct and competence and evidencing how we are achieving our strategic objectives.

Outcomes

The outcomes we are aiming for are:

  • gambling is permitted in a way which is reasonably consistent with the licensing objectives
  • the Gambling Commission is a professional, efficient, and engaged regulator.

Outcome indicators

Our outcome indicators are:

  • public confidence in gambling regulation
  • stakeholder satisfaction with the Gambling Commission
  • efficient and professional delivery of statutory functions
  • engagement of Gambling Commission employees.
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