Paf Responsible Gaming Summit 2015: Gaming operators' best practices and new approaches. Daniela Johansson, Chief Responsibility Officer, Paf

Paf best practices and new approachesPaf Responsible Gaming Summit 2015

Daniela Johansson, CRO, Paf

The reason we exist

Mission and business idea

We exist to deliver a substantial surplus that can be distributed for public good. We create this surplus by offering safe and socially responsiblemoney games to give our customers pleasure, entertaining experiences and new relationships that can enrich their lives.

Our public good contributions can be used for humanitarian,cultural or environmental objectives.

- Treatment insurance- Brochures and info material- Self-help program- Referrals for treatment- Self-exclusion- Country specific exclusion systems

- Time tracking- Gaming summary- Site clock - Deposit limit- Gaming limit- Gaming freeze- Radar – early detection & interventions- Big Winner calls- KYC- Self-test

- Paf responsible gaming education ladder - Basic training for all personnel - Some teams get extra training- Participation in conferences- Info sessions with external stakeholders (i.e healthcare, banks, etc.)- Cooperation with research projects- Screening for gaming problems for personnel

RG perspective on KYC

Paf’s general outlook on responsibility

Each individual is responsible for their own life.

Our task is to provide the tools to enable them to carry out that responsibility.

The background of

The KYC pilot project

We want to make customers aware of their gaming behaviour and to take responsibility for it. Generally, as a gaming operator, we don’t know the financial situation of the customer and so we don’t want to take decisions on behalf of the customer regarding their gaming.

We want to help the customer to take that responsibility.

Process

We ask high-consuming customers to answer a series of questions about their gaming.

In the communication we adopt a friendly tone of voice and use MI techniques to motivate the customer to reflect and answer.

First a message is sent to their e-mail and then a reminder is sent to the inbox of their gaming account.

Process

Questions:

● Are you aware that you can lose all of the money that you bet?● Can you confirm that your gaming is reasonable when

compared to your financial situation (capital and/or salary income)? If you want to see a summary of your gaming activity you can log in to your gaming account and go to My Account.

● Are you aware of the different responsible gaming tools (deposit limit, gaming freeze, locking account) we offer at Paf.com?

The results and insights

Our gaming behaviour analysis shows that very few stopped gaming after the test.

The results and insights

Before the test 11% of these customers had a gaming limit set, after the test 33% had set one.

Insights/Next steps

● Many customers responded immediately and seemed quite positive to answering the questions.

● Make sure that we communicate in the right way -> it should be at the right time and not too often or too seldom.

● Further enhance the communication to use MI and behavioral economic principles. This will create motivation and encourage the customer to take responsibility for their gaming.

● Continue to analyse the results and improve the process.● Include it in our Radar process as one of the interventions that

we make.

Screening for gaming problems among

personnel

Background

- We believe it’s important to remove the stigma that exists around gaming problems and address the fact that so few seek professional help.

- Paf wants to increase awareness about responsible gaming in the industry and society.

- By starting to screen our personnel for gaming problems our health care providers gain experience and can implement it more widely.

- Research shows that people working in the gaming industry have a higher risk of developing a gaming problem.

Screening for gaming problems among our personnel

Project started in Spring 2015 in partnership with our medical healthcare partner Medimar on Åland.

- All personnel at Paf attend regular health care checks and this is where the screening is done.

- Some control questions are asked verbally. If required the employee also fills in a form (PGSI) about their gaming.

- If an employee is diagnosed with a gaming problem an individual treatment plan is created.

Thank you!