Bacta opens portal to improved management and customer tools

Bacta portal goes live
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Bacta’s innovative Portal, which allows gambling venues to maintain paperless records of all their customer interactions and self-exclusions, has gone live today. A year in the making, the technological offering will enable members to hone in on efficiencies and develop their social responsibility activities.


It’s been a key objective of the trade association this past year, and now the BactaPortal will be put to the test by members.

And Bacta House is in confident mood that the new tool will deliver. “We are really proud of the work that has gone into developing the Portal and it’s fantastic to receive such positive feedback from the end users already,” said chief executive John White ahead of the official unveiling.

It has not been an easy exercise; Bacta set itself a tough challenge which White readily acknowledges. But the effort, he says, is worth it. “It’s been a massive job which has taken many months to achieve, but the Portal is now a vital tool for high street gaming centres and other gaming venues which will allow their staff to better protect vulnerable players and record other requirements of the LCCP.

“We are really pleased to finally go live with the Portal, which has been rewritten to improve stability and functionality. What’s more, we already have a range of new features ready to launch over the coming months that will further enhance the value of the Portal to members, from training, to AV logs to crime alerts.”

Elizabeth Speed is General Counsel for Novomatic UK and Chair of Bacta’s Social Responsibility Committee, for her, the new initiative ticks some key boxes on the SR checklist.

“The BactaPortal is a tool which will support AGC staff in respecting the playing preferences of their customers in a responsible, timely way – while protecting their privacy, which is essential,” she explained. “The LCCP Guidelines are a requirement by law and entail a number of processes which need to be followed and logged. We believe that the BactaPortal will be ideal in supporting our staff and our customers in protecting vulnerable customers.”

The Bacta sell is now in motion and much play has been made on the ease and accessibility of the Portal. A Bacta statement noted: “By putting the processes of customer interaction on a web-based system, they are now more intuitive to use. This means that staff entering the data can do what they need to do more easily; cannot skip vital fields that require their attention and are able to view the information entered by colleagues on other shifts in a much more comprehensible way.”

In practical cases, a key emphasis has been placed on problem gamblers and putting in the processes that will dramatically limit the logistical loopholes. The Bacta statement again: “Put simply, the BactaPortal will allow arcades to log all their relevant conversations with players – so that everyone who comes into contact with that player knows their status and if additional monitoring is required. If players wish to take actions, such as a break from playing for a period of time – all staff will be aware of this and will be able to help support them. If a path of self-exclusion is followed, the online system allows Bacta members and their customers to agree a self-exclusion time and location.”

And this is, in a highly animated gambling review environment will, Bacta hopes, help ease the tensions and bring reassurance to the debate. John White explained: “We know that these kinds of interactions with players are already happening in AGCs run by our members. Staff know their customers and support them in whatever way they can.”

And for the trade association, it’s an initiative that keeps the land-based sector another step ahead on positive engagement and action with its customers. White concluded: “What the BactaPortal allows, is for a more joined-up approach. No matter who is on duty on whatever shift, they can easily see the status of interactions with their players or receive alerts about people who have self-excluded within their area. It is a valuable tool for staff training and essentially it helps operators support their staff in supporting players.”

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