UKGC Lacks Live Chat, External Webinars, FOI Reveals
Disclosure highlights a lack of real-time digital communication channels for consumers from the gambling regulator.
An FOI response from the UK Gambling Commission confirms the regulator does not provide 'click to chat' functionality on its website or host external webinars for the public. The disclosure provides insight into the communication tools used by the UKGC, highlighting a reliance on traditional contact methods for consumer engagement.
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UKGC Confirms No Live Chat or Public Webinars
A Freedom of Information (FOI) response from the UK Gambling Commission (UKGC) has confirmed that the regulator does not offer real-time digital communication channels such as a 'click to chat' service on its website or host external webinars for the public.
The disclosure, dated 12 November 2022, provides a rare glimpse into the internal communication infrastructure of the body responsible for regulating gambling and protecting consumers in Great Britain.
Why This Data Matters
For consumers, direct and accessible communication with the regulator is crucial. The absence of modern, real-time contact methods like live chat means that individuals seeking information or wishing to raise concerns must rely on more traditional channels. While the UKGC maintains a contact centre, the lack of instant digital options contrasts with the practices of many other public bodies and private companies operating in the digital-first economy.
Similarly, the confirmation that the UKGC does not run external webinars or online events indicates a missed opportunity for public engagement and education on topics such as regulatory changes, safer gambling initiatives, and industry consultations.
Key Findings from the Disclosure
The response from the Commission's Information Management Team provided full disclosure to a series of questions about its communication systems. The key takeaways are:
- No Live Chat: The UKGC confirmed it does not provide "click to chat" functionality on its website.
- No External Webinars: While the organisation uses video conferencing for internal events, it stated it does not run webinars or online events for external audiences.
- Telephony System: The regulator uses Microsoft Teams Calling, a cloud-based system, with 80 users having a calling plan.
- Mobile Phone Provision: The Commission's main mobile network provider is EE. At the time of the request, 245 employees were supplied with a mobile phone.
Significance and Future Reviews
The data reveals a regulator that, while utilising modern cloud-based technology for its internal operations, has not extended similar real-time, interactive tools to its public-facing communication strategy. This places the onus on consumers to initiate contact through phone or email, which may not be the most efficient or preferred method for all.
The FOI response also noted the timelines for future contract reviews. The UKGC is scheduled to review its main mobile phone contract in May 2025 and its telephony contracts in August 2025. These dates represent the next opportunities for the Commission to potentially evaluate and procure new communication technologies, which could include enhanced public-facing services.