Impact Metrics
Measuring the impact of our work.
Up to March 2024 we published metrics linked to the strategic objectives from our previous Corporate Strategy. Our current Corporate Strategy Gambling regulation in a digital age sets out the regulatory outcomes we are focused on delivering for the public. We have adapted our impact metrics to help measure our impact in delivering those outcomes. Where possible, we now update metrics more regularly than the previous annual publication schedule. This allows us to share more up-to-date information on the impact that our work is having and aligns with our wider drive to use data and analytics to regulate more effectively.
The metrics linked to our previous strategy are available on request, if required.
Our impact metrics now link to outcomes in the following areas:
- protecting from harm or exploitation
- fair and open gambling
- preventing crime
- our regulation of the National Lottery licence.
The purpose of our impact metrics is to demonstrate our progress in delivering positive outcomes for the public by using 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. Our metrics will also be used to inform future priorities and strategy.
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.
We will continue to keep our metrics relevant and easy to understand.
RO1 Protecting from harm or exploitation
What we do
As the gambling regulator, we impact the gambling industry by setting the requirements all the businesses we license 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
We work to ensure that:
- people under 18 years old are unable to gamble on age-restricted products provided by our licensees
- vulnerable people are protected from gambling-related harm by effective regulatory requirements and compliant licensees.
Outcome indicators
Our outcome indicators are:
- underage gambling participation rates on products we license
- incidence and severity of gambling related harm
- levels of industry compliance: effectiveness of actions licensees take to prevent harm and underage gambling.
Our current metrics
- Consequences from gambling and the Problem Gambling Severity Index (PGSI)
- Underage gambling participation and the effectiveness of land-based licensee age-verification controls
- Licensee compliance with consumer protection requirements
- Online operator customer interactions
- Customer awareness and use of gambling management tools
RO2 Fair and open gambling
What we do
Our impact here is through our regulation and through working with partners to ensure gambling products and services are designed and operated fairly. This includes setting requirements for product testing and ongoing monitoring of their operation to ensure consumers are not being disadvantaged. We require all products to operate under a set of lawful terms and conditions.
We also require licensees to take steps to help consumers understand products and services so they can make informed choices about whether to participate. We approve and supervise third party Alternative Dispute Resolution (ADR) providers who provide independent services for disputes. We also require licensees to ensure consumers are made aware of their rights to complain and are encouraged to exercise these 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:
- products and services provided by licensees are fair and deliver what they promise
- consumers are able to make informed choices about their gambling
- licensees ensure consumer issues are dealt with fairly and promptly.
Outcome indicators
Our outcome indicators are:
- public perception 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.
RO3 Preventing crime
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, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (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:
- it is difficult to provide illegal gambling at scale to consumers in Great Britain
- licensed gambling provides a low risk of money laundering and terrorist financing
- the integrity of betting markets and events with a footprint in Great Britain is high.
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.
RO4 Our regulation of the National Lottery Licence
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 as follows. A new National Lottery Licence came into effect in February 2024 and our metrics will track progress against these outcomes during this new licence period.
Outcomes
The outcomes we are aiming for are:
- all aspects of the National Lottery are run in a fit and proper manner
- the interests of every participant playing, engaging or being exposed to the National Lottery, and every game are protected
- returns to good causes are maximised.
Outcome indicators
Our outcome indicators are:
- returns to good causes
- health of the National Lottery brand
- consumer sentiment towards the National Lottery
- underage participation on National Lottery products
- incidence and severity of gambling related harm associated with National Lottery products
- licensee compliance.