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New online service accelerating personal licence maintenance process

20 August 2020

Screenshot of the Manage and Maintain your personal licence service

The Gambling Commission has underlined the success of its new online service which supports licensees to manage and maintain personal licences.

The online service, launched in November 2019 to simplify the personal licence maintenance process, has seen the Commission reducing the processing time of personal licence maintenance applications by 77%, from an average of 53 days to just 12 days.

The time required for personal licence holders to complete and submit a maintenance application has also come down from several days to under an hour, reducing the administration time for the personal licence holders and optimising efficiency.

Helen Venn, Executive Director said: “We are continuously improving the way we regulate and the continued effectiveness of the Manage your personal licence service demonstrates this commitment.

“It has proven to be particularly critical during the lockdown period as applicants can simply upload all their accompanying documents to the service, as opposed to posting hard copies.

“We have tested the service with users from creation to launch and will continue to ensure that it meets their needs through regular user research and feedback.

“Accessibility is vital for us at the Commission and that’s why we have developed this service with accessibility at the forefront, it is essential that all users can use the service quickly and easily.”

The Manage your personal licence service is available on the Commission’s website and allows personal licence holders to quickly change personal details, report key events linked to their licence, and download e-copies of the licence itself.

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If you are a personal licence holder or a gambling business and would like to have your say in how we shape our future services, sign up to our user research programme.

Last updated: 11 August 2021

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