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Bacta PORTAL

Because of our long-standing reputation as a technology leader in the gambling sector, Bacta approached us with a brief to design, develop and deliver a brand-new online user portal.

An integral part of the brief was the need to capture all customer interactions, and record and manage self-exclusions. This would be a shift from their old paper-based system of recording customer interactions to a web-based platform, providing a more robust and user-friendly interface for members to help protect players and abide by LCCP regulations.

Therefore the new system would drive operational efficiencies for their members, and store the information in a more robust and compliant way.

Taking place prior to the global pandemic, the initial task was to deliver the self-exclusion module. We worked alongside Bacta and an industry user group made up of some of their members, and got to the point where an early version of the system was ready to test. But testing and roll-out had to be put on-hold as Covid-19 hit the UK, and the government closed down all non-essential businesses, which included all of Bacta’s members, many of whom were furloughed.

But that didn’t stop the continuation of development. It had become increasingly apparent that customer interactions and self-exclusion conversations are very closely related, so it was decided that these would be integrated and developed further into a “single user-journey”.

This meant that by the time restrictions were eased, we had a more developed version of the Portal ready for the User Group to start testing when they returned to work and opened for trading.

Throughout the project, we were supported by bringing in the services of a brand and marketing business, who have specialist knowledge of the sector. RJ Brand Design helped us design the brand look and feel, and also the user-interface for the system. Working with us, they further supported Bacta with the development of the user guide, training video, and marketing materials.

Bacta Portal was formally launched in September 2021. In its current state, Bacta Portal records all customer interactions, including self-exclusion of customers from their own, and other operator’s AGCs / MSAs (Motorway Service Areas). The system ensures that members comply with the LCCP, and it also provides the Bacta team with the ability to set-up wide-area exclusions through some fantastic new Google Map-driven functionality.

Further enhancements and modules are in development by us, and will be added in the coming months. These will include:

• Age Verification
• Crime Alerts
• Compliance Handbook
• Staff training materials
  …and more.

Bacta Portal is now being used day-to-day across Bacta’s network of members, and forms an integral part of their operations.

ABOUT BACTA

Bacta is the trade association that represents the interests of Britain’s amusements and high street gaming manufacturers and operators.

The industry, whose roots date back to pre-war Britain, is employed in the delivery of what recent research conducted by PricewaterhouseCoopers LLP (PwC) referred to as socially responsible, value for money and FUN!

Businesses represented by Bacta can be found on every high street in Britain and whose income helps to sustain tourist attractions, particularly at the coast.