RG Plus Case Studies

The Ask

Trust Networks Inc., a Japan-based financial transactions company connected with RG Plus to provide a comprehensive impact evaluation of harm prevention and minimization features on automated teller machines (ATMs) they operate in pachinko parlors across the country. Since 2008, Trust Networks Inc. has implemented a variety of ATM features, such as key messaging, withdrawal limits, controls and notifications, as well as receipt messaging, advertising bans and voluntary self-exclusion.

The Solution

The RG Plus team designed and executed a comprehensive evaluation plan. The project consisted of an evidence review reflecting the adopted ATM interventions, an international regulatory review across nine jurisdictions–including key informant interviews with regulators–an online survey of 1,000 Japanese pachinko players, and an in-depth analysis of ATM transaction data dating back to 2008. This project’s evidence has helped confirm the positive impact of key Trust Network Inc. ATM features and informed the development of actionable recommendations for quality improvement.

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The Ask

Camelot is the licensed operator of the UK’s National Lottery and is internationally recognized for selling lottery tickets responsibly. Camelot requested assistance understanding how National Lottery retailers could help players in need of support. Due to high staff turnover, brief customer interactions, potential language barriers and high-density retail environments, they needed response procedures that could be implemented simply and quickly.

The Solution

The RG Plus team collected data from operators, experts and retailers to better understand the particular issues they were experiencing. That data formed the development of a response framework that included information on common signs of excessive lottery play, guidance on appropriate response procedures, and tools to support the implementation of the framework. RG Plus and Camelot then piloted the excessive play response framework with lottery retailers. Results indicated improvements in feelings of preparedness and levels of comfort in responding to excessive lottery play. They also highlighted a need for responsible gambling training across all staff levels.

RG Plus also supported the development and delivery of a tiered training program for several levels of staff to increase knowledge, awareness, and confidence in responding to customer needs. This approach helped to support Camelot’s long-term goal of developing a responsible gambling culture while demonstrating their commitment to responsible gambling.

The Ask

Australian Leisure and Hospitality Group (ALH) approached RG Plus to provide third-party validation of their best-in-class responsible gambling program.

The Solution

An extensive and detailed review was conducted by RG Plus to benchmark ALH’s program against world-class standards, identifying program strengths and areas for improvement. The ALH team was keen to implement recommendations as soon as possible. They sought the RG Plus team’s assistance in evaluating their Responsible Gambling Ambassador Program, a review and analysis of their existing policies, and the development of a tiered training program.

The RG Plus team also created a sustainability plan to support the rollout of a newly designed training program, including developing  training reinforcement tools. Ongoing training and evaluations to support ALH were performed to measure the impact of the new training program on staff and employee culture. Thanks to the team’s hard work, ALH has been able to make continuous improvements to its best-in-class responsible gambling program.

The Ask

The Integrated Resort Promotion Law and IR Implementation Law were enacted by the Japanese government, in 2016 and 2018 respectively. A significant portion of the government’s opposition party and the public are opposed to the implementation of the IR and gambling, due to concerns about addiction. The government is eager to implement the gambling industry with robust safeguards, as a much needed form of revenue. Japan’s current approach to mental health and addictions is focused on medical treatment. Culturally there is a considerable stigma associated with a gambling addiction. Responsible gambling and harm prevention are not concepts that were known or embraced. However, the government and other stakeholders believe that RG is a viable solution to address the concerns about the IR initiative.

The Solution

Since 2018, RGC has been working with the Japanese government, prospective operators, vendors and RG advocates to assist them with the development of RG regulatory standards, programs and practices that are aligned with Japan’s culture. As a result of our work with the key stakeholders in Japan for the past two years, there is an increased understanding of and appreciation for responsible gambling and harm prevention. RGC continues to work collaboratively with our partners to create a responsible gambling culture, in the country.