Impact Metrics

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<h1 class="gcweb-heading-xl">Impact Metrics</h1> <p class="gcweb-body-l govuk-!-margin-bottom-2">Measuring the impact of our work.</p> </div> </div> </div> </div> <div class="gcweb-full-width-container"> <div class="govuk-width-container"> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <p>Up to March 2024 we published metrics linked to the strategic objectives from our previous Corporate Strategy. Our current Corporate Strategy <a href="/about-us/guide/corporate-strategy-2024-to-2027">Gambling regulation in a digital age</a> 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.</p> <p>The metrics linked to our previous strategy are available on request, if required.</p> <p>Our impact metrics now link to outcomes in the following areas:</p> <ul> <li>protecting from harm or exploitation</li> <li>fair and open gambling</li> <li>preventing crime</li> <li>our regulation of the National Lottery licence. </li> </ul> <p>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.</p> <p>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. </p> <p>We will continue to keep our metrics relevant and easy to understand.</p> <hr class="govuk-section-break govuk-section-break--visible gcweb-section-break--fat"> <section class="govuk-!-margin-bottom-9 govuk-!-margin-top-5"> <span class="govuk-caption-l govuk-!-margin-bottom-2"> Regulatory Objective </span> <h2 class="gcweb-heading-l">RO1 Protecting from harm or exploitation</h2><h2>What we do</h2> <p>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.</p></p> <h2>Outcomes</h2> <p class="govuk-body">We work to ensure that:</p> <ul class="govuk-list govuk-list--bullet"> <li>people under 18 years old are unable to gamble on age-restricted products provided by our licensees</li> <li>vulnerable people are protected from gambling-related harm by effective regulatory requirements and compliant licensees.</li> </ul> <h2>Outcome indicators</h2> <p class="govuk-body">Our outcome indicators are:</p> <ul class="govuk-list govuk-list--bullet"> <li>underage gambling participation rates on products we license</li> <li>incidence and severity of gambling related harm</li> <li>levels of industry compliance: effectiveness of actions licensees take to prevent harm and underage gambling.</li> </ul><div class="gcweb-panel"> <h2 class="gcweb-heading-m">Our current metrics</h2> <ul class="govuk-list govuk-list--spaced"> <li> <a href="/about-us/impact-metric/ro1-protecting-from-harm-or-exploitation/consequences-from-gambling-and-the-problem-gambling-severity-index-pgsi">Consequences from gambling and the Problem Gambling Severity Index (PGSI) </a> </li> <li> <a href="/about-us/impact-metric/ro1-protecting-from-harm-or-exploitation/underage-gambling-participation-and-the-effectiveness-of-land-based-licensee">Underage gambling participation and the effectiveness of land-based licensee age-verification controls </a> </li> <li> <a href="/about-us/impact-metric/ro1-protecting-from-harm-or-exploitation/licensee-compliance-with-consumer-protection-requirements">Licensee compliance with consumer protection requirements</a> </li> <li> <a href="/about-us/impact-metric/ro1-protecting-from-harm-or-exploitation/operator-customer-interactions">Online operator customer interactions </a> </li> <li> <a href="/about-us/impact-metric/ro1-protecting-from-harm-or-exploitation/customer-awareness-and-use-of-gambling-management-tools">Customer awareness and use of gambling management tools</a> </li> </ul> </div> </section> <hr class="govuk-section-break govuk-section-break--visible gcweb-section-break--fat"> <section class="govuk-!-margin-bottom-9 govuk-!-margin-top-5"> <span class="govuk-caption-l govuk-!-margin-bottom-2"> Regulatory Objective </span> <h2 class="gcweb-heading-l">RO2 Fair and open gambling</h2><h2>What we do</h2> <p>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.</p> <p>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.</p> <h2>Outcomes</h2> <p class="govuk-body">The outcomes we are aiming for are:</p> <ul class="govuk-list govuk-list--bullet"> <li>products and services provided by licensees are fair and deliver what they promise</li> <li>consumers are able to make informed choices about their gambling</li> <li>licensees ensure consumer issues are dealt with fairly and promptly.</li> </ul> <h2>Outcome indicators</h2> <p class="govuk-body">Our outcome indicators are:</p> <ul class="govuk-list govuk-list--bullet"> <li>public perception that gambling is fair and can be trusted</li> <li>customer awareness of products, rights and sources of help </li> <li>customer complaints</li> <li>levels of industry compliance: including fair and open terms and conditions, compliant products, effective complaint handling processes.</li> </ul><div class="gcweb-panel"> <h2 class="gcweb-heading-m">Our current metrics</h2> <ul class="govuk-list govuk-list--spaced"> <li> <a href="/about-us/impact-metric/ro2-fair-and-open-gambling/consumer-perception-that-gambling-is-fair-and-can-be-trusted">Consumer perception that gambling is fair and can be trusted</a> </li> <li> <a href="/about-us/impact-metric/ro2-fair-and-open-gambling/customer-complaints-about-licensees-made-to-the-commission">Customer complaints about licensees made to the Gambling Commission</a> </li> <li> <a href="/about-us/impact-metric/ro2-fair-and-open-gambling/customer-happiness-with-treatment-by-licensees">Customer happiness with treatment by Licensees</a> </li> <li> <a href="/about-us/impact-metric/ro2-fair-and-open-gambling/licensee-compliance-with-fair-and-open-requirements">Licensee compliance with fair and open requirements</a> </li> <li> <a href="/about-us/impact-metric/ro2-fair-and-open-gambling/reported-incidence-of-gaming-system-faults">Reported incidence of gaming system faults</a> </li> </ul> </div> </section> <hr class="govuk-section-break govuk-section-break--visible gcweb-section-break--fat"> <section class="govuk-!-margin-bottom-9 govuk-!-margin-top-5"> <span class="govuk-caption-l govuk-!-margin-bottom-2"> Regulatory Objective </span> <h2 class="gcweb-heading-l">RO3 Preventing crime</h2><h2 id="what-we-do">What we do</h2> <p>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.</p> <p>We require licensees to reduce the risk of money laundering through the effective implementation of the <a href="https://www.legislation.gov.uk/uksi/2017/692/contents/made" class="govuk-link" rel="noreferrer noopener" target="_blank">Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (opens in new tab)</a>, <a href="https://www.legislation.gov.uk/ukpga/2002/29/contents" class="govuk-link" rel="noreferrer noopener" target="_blank">Proceeds of Crime Act 2002 (opens in new tab)</a> and other associated legislation.</p> <p>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.</p> <h2 id="outcomes">Outcomes</h2> <p class="govuk-body">The outcomes we are aiming for are:</p> <ul class="govuk-list govuk-list--bullet"> <li>it is difficult to provide illegal gambling at scale to consumers in Great Britain</li> <li>licensed gambling provides a low risk of money laundering and terrorist financing</li> <li>the integrity of betting markets and events with a footprint in Great Britain is high.</li> </ul> <h2>Outcome indicators</h2> <p class="govuk-body">Our outcome indicators are:</p> <ul class="govuk-list govuk-list--bullet"> <li>incidence of gambling related crime and criminal influence, including the use of gambling to launder criminal proceeds</li> <li>scale and impact of unlicensed gambling activity</li> <li>integrity of betting markets and events in Great Britain</li> <li>levels of industry compliance: reporting suspicious activity, risk assessments.</li> </ul><div class="gcweb-panel"> <h2 class="gcweb-heading-m">Our current metrics</h2> <ul class="govuk-list govuk-list--spaced"> <li> <a href="/about-us/impact-metric/ro3-preventing-crime/activity-to-tackle-unlicensed-gambling-and-outcomes">Activity to tackle unlicensed gambling and outcomes</a> </li> <li> <a href="/about-us/impact-metric/ro3-preventing-crime/money-laundering-risk-assessment-and-reporting">Money laundering risk assessment and reporting</a> </li> <li> <a href="/about-us/impact-metric/ro3-preventing-crime/sports-betting-integrity-reports-and-engagement">Sports betting integrity reports and engagement</a> </li> <li> <a href="/about-us/impact-metric/ro3-preventing-crime/licensee-compliance-with-crime-prevention-requirements">Licensee compliance with crime prevention requirements</a> </li> </ul> </div> </section> <hr class="govuk-section-break govuk-section-break--visible gcweb-section-break--fat"> <section class="govuk-!-margin-bottom-9 govuk-!-margin-top-5"> <span class="govuk-caption-l govuk-!-margin-bottom-2"> Regulatory Objective </span> <h2 class="gcweb-heading-l">RO4 Our regulation of the National Lottery Licence </h2><h2>What we do</h2> <p>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. </p> <h2>Outcomes</h2> <p class="govuk-body">The outcomes we are aiming for are:</p> <ul class="govuk-list govuk-list--bullet"> <li>all aspects of the National Lottery are run in a fit and proper manner</li> <li>the interests of every participant playing, engaging or being exposed to the National Lottery, and every game are protected</li> <li>returns to good causes are maximised.</li> </ul> <h2>Outcome indicators</h2> <p class="govuk-body">Our outcome indicators are:</p> <ul class="govuk-list govuk-list--bullet"> <li>returns to good causes</li> <li>health of the National Lottery brand</li> <li>consumer sentiment towards the National Lottery</li> <li>underage participation on National Lottery products</li> <li> incidence and severity of gambling related harm associated with National Lottery products</li> <li>licensee compliance.</li> </ul><div class="gcweb-panel"> <h2 class="gcweb-heading-m">Our current metrics</h2> <ul class="govuk-list govuk-list--spaced"> <li> <a href="/about-us/impact-metric/ro4-our-regulation-of-the-national-lottery-licence/propriety-levels-of-positivity-about-the-national-lottery-brand">Brand health metrics for the National Lottery brand</a> </li> <li> <a href="/about-us/impact-metric/ro4-our-regulation-of-the-national-lottery-licence/national-lottery-consumer-sentiment-data">National Lottery consumer sentiment data</a> </li> <li> <a href="/about-us/impact-metric/ro4-our-regulation-of-the-national-lottery-licence/national-lottery-underage-test-purchase-data">National Lottery underage test purchase data </a> </li> <li> <a href="/about-us/impact-metric/ro4-our-regulation-of-the-national-lottery-licence/national-lottery-participation-rates">National Lottery participation rates</a> </li> <li> <a href="/about-us/impact-metric/ro4-our-regulation-of-the-national-lottery-licence/national-lottery-returns-to-good-causes">National Lottery returns to good causes</a> </li> </ul> </div> </section> </div> <div class="govuk-grid-column-one-third"> <aside> </aside> </div> </div> </div> </div> <script type="text/javascript" id="active-nav" data-active="nav-about-us" data-navigation-active="nav-section-what-we-do" src="/public/javascripts/active-nav.js"></script> </main> <div class="gc-beta-banner" data-nosnippet="true" id="feedback-section"> <div class=" govuk-width-container"> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <div id="panel-buttons" class="gcweb-show"> <strong class="gcweb-heading-m govuk-!-margin-bottom-2" role="heading" aria-level="2">Is this page useful?</strong> <button id="feedback-yes" class="gcweb-feedback-button">Yes <span class="govuk-visually-hidden">this page is helpful</span></button> <button id="feedback-no" class="gcweb-feedback-button">No <span class="govuk-visually-hidden">this page is not helpful</span></button> <button id="feedback-more" class="gcweb-feedback-button">Report a problem with this page</button> </div> <div id="panel-message" class="gcweb-hide" role="alert"><span class="gcweb-heading-m govuk-!-margin-bottom-0" aria-hidden="true" role="heading" aria-level="3">Thank you for your feedback. 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Impact Metrics