Enhancing our core operational functions: What this means for you
Our Director of Licensing in Operations, Danielle Trigg, shares some insight into the large digital change programme currently happening at the Gambling Commission and what this means for operators throughout this ongoing transition and the future of regulation.
Posted 22 July 2025 by Danielle Trigg
I wanted to personally share some positive changes happening behind the scenes that represent an important step in our commitment to our objective - enhancing our core operational functions, outlined in our Corporate Strategy 2024 to 2027.
From September, we'll be starting to replace one of our main internal systems with new purpose-built systems. This includes a new Case Management System (CMS), as well as improving our core data and online services.
Why are we making this change?
The system we’re replacing was first introduced in 2008 as a system to hold licensee data, manage licensing applications and record licensee contacts.
Our current system has served us well but is now reaching the limits of its capabilities. As a result, it’s time for us to make some changes.
Therefore, we’re being proactive to fulfil our responsibility to the Corporate Strategy, specifically to ‘evolve our licensing, compliance and enforcement work including improving our core processes, technology and related approaches’.
While this might sound like technical jargon, it's actually an important milestone in our digital journey to provide a better service, fulfil our role effectively as a regulator, create smarter processes and solidify long-term relationships, both internally within the Commission and with operators.
What this means for operators
During this transition period, which has now commenced, we kindly ask that you please bear with us. While we're working hard to ensure a smooth changeover, there may now be brief periods where our response times are slightly longer than usual as colleagues become familiar with the updated processes and complete their training. We appreciate your patience during this ongoing adjustment period.
The good news is that this significant internal change will have minimal impact on operators’ day-to-day interactions with us overall. There will be a brief system downtime of three days in September. We will confirm the exact dates well in advance and any limited impact this might have during this time, but otherwise, it should be business as usual.
When the new systems are in place, you may notice some minor changes, such as a difference in casework emails as these start to come from the new system. However, the fundamental ways operators engage with our systems will remain largely unchanged. If any operational aspects are going to change in ways that will impact you, we will provide clear guidance and plenty of notice.
Looking ahead
We're excited about these important improvements and promise to collaborate with operators throughout this ongoing transition period.
As with all large technical changes, there may be teething issues. We will do our utmost to ensure this doesn’t happen, and we encourage you to work with us, and let us know of any issues you see as soon as you can so we, in turn, can resolve them.
When our new systems launch, if you spot anything that doesn’t seem like it’s working, please let us know. If you have any questions or concerns, please don't hesitate to contact your Licence Support team by email at GCAMEnquiries@gamblingcommission.gov.uk. Alternatively, by phone on 0121 230 6505 (weekdays, 10am to 4pm).