Inside Asian Gaming

IAG JAPAN AUG 2020 66 Sands in Singapore is to ensure RG collateral, such as brochures, are always present on the gaming floor and presented in a non-stigmatizing way. Front-line staff are often the first point of contact for players. Proper staff training means staff have the knowledge and confidence required to help players keep their gaming safe. Their ability to recognize and respond to players’ needs creates a memorable player experience. This can turn a one-time customer into a repeat customer. The presence of on-site player information centers highlights an operator’s commitment to player safeguards. In Ontario, Canada, PlaySmart Centres annually support over 300,000 players in 26 casinos. The staff provide players with information about safer play, offer educational events as well as support. Annual evaluations consistently demonstrate that IN FOCUS the centers are highly valued by both players and operators. MEASURING THE IMPACT OF RG Setting key performance indicators (KPIs) and ongoing evaluation are essential to measure the effectiveness of RG, especially since the industry is constantly evolving. Program evaluations, customer research and accreditation are just a few of the tools operators and regulators use tomeasure RG programs. These results inform continuous improvements to RG programs and offer recommendations, to regulators, for policy changes that enhance sustainable play. For more information, visit www.responsiblegambling.org .