ECONOMY

BUSINESS: 183 PRACTICES


TOPIC:

Initiative

RESPONSIBLE GAMING BY OPAP

RESPONSIBLE GAMING BY OPAP
SUBMITTED FROM:

OPAP S.A.

OPAP was founded in 1958 and is the leading company of the Greek gaming industry. It is an integral part of the country, showcasing continuous and consistent contribution to the socio-economic development of Greece.

 

Read more:  www.somethingbetter.gr


Contact

Objective Action

The objective of OPAP’s strategy and actions on Responsible Gaming is to create and preserve a respectful and responsible environment so that those who wish to use its services, in the frame of their entertainment, will feel safe.

OPAP respectfully to the consumer and aiming to protect minors and social sensitive groups from the potentially harmful effects of its operation, ensures that:

  • All players have timely and holistic information and understanding of the rules of the games, before their participation, which is a result of their free and personal choice.
  • Available information regarding the referral structures that provide support to those who deal with problems related to excessive play and their families
  • Minors and sensitive social groups are protected from the potentially harmful effects of OPAP’s operation
  • Continuous consultation with organizations for the protection and support of players who deal with problems related to excessive play 
 

Target Audience

  • general public
  • employees
  • agents
  • employees in agencies
  • partners
  • suppliers
  • stakeholder groups (i.e. Academic Community, Therapeutic organizations etc.)
 

Duration

Responsible Gaming strategy was launched in 2014 and still continues


Description

Responsible Gaming is a foundational strategic priority the runs across OPAP’s operation and defines the company. Its basic principles are the following:

  • Don’t play if you are under 18 years old
  • Don’t play online if you are under 21 years old
  • Don’t play over the limit

The Responsible Gaming framework reflects the one adopted by the World Lottery Association Framework and consists of the following activities:

  • Research: Development of researches that aim to provide understanding of the issues that are related to excessive play, the need for communication and integration of the Responsible Gaming rules across OPAP’s operation.  Based on the findings, we design interventions such as the educational program for pre-teen children that we develop with the collaboration of Adolescent Health Unit, with the objective of cultivating to children protection mechanisms from high risk behaviors.
  • Game Design: Responsible Gaming is integrated in the design of new games and their social impact is assessed.
  • Employees Program: Information to employees on Responsible Gaming and enforcement of a dedicated Responsible Gaming Policy, ensuring that it governs OPAP’s employees, OPAP’s agents and agencies employees’ daily behavior and professional conduct.
  • Agents Program: Training of retail network so that in complies with Responsible Gaming regulatory framework. Agents are called to comply with the framework, otherwise penalties are imposed.
  • Remote Gaming Channels: Compliance of all online products with Responsible Gaming (i.e. customer spend control, innovative age control system)
  • Advertising and Marketing: Development and application of a self-regulation code for appropriate and transparent communication/advertisement (additionally to the effective legislation)
  • Player Education: sensitization and awareness campaigns for the possible effects of excessive play, players balanced behavior and the importance of protecting minors (signage for agencies, informative leaflet on Responsible Gaming, self-assessment questionnaire in accordance with the Canadian Problem Gambling Index). http://responsiblegaming.opap.gr/
  • Treatment Referral: Support of the operation of 1114 helpline for tele-counseling to people with problems related to excessive play in collaboration with KETHE-ALFA (1114a@kethea-alfa.gr).
  • Stakeholder Engagement: Collaboration with significant Stakeholders for the continuous improvement of the Responsible Gaming framework.  
  • Reporting and Measurement: Annual reports on the company’s commitments, its actions and their results

more...

Impact on Society

  • Level 3 international recognition (with 4 being the highest level) from the World Lotteries Association on the Responsible Gaming principles applied by OPAP S.A. and Hellenic Lotteries S.A.
  • 100% of employees has been informed on Responsible Gaming principles
  •  90% of agency owners has been informed from company’s representatives on Responsible Gaming principles
  • Signage and informational material with the Responsible Gaming rules in all agencies and points of sales
  • 1st integrated media campaign regarding Responsible Gaming in Greece (the campaigns reach surpassed country’s norms, since the first phase had 92% reach and the second phase had 83% reach)
  • Operation of the 1114 helpline that offers support and tele counseling to people who phase problems related to excessive play and their families/ friends (in collaboration with KETHEA-ALFA)
  • 1st online website on Responsible Gaming http://responsiblegaming.opap.gr
  • Signage in the entrance of agencies on protecting minors and explicit obligation of the agencies employees to follow the procedure of age identification, in cases of doubt (with an ID or other legal document), restricting minors participation in games and explaining the possible negative effects (information to OPAP on possible incidents)      


Initiative Location

All over Greece


Working with Organization

  • KETHEA-ALFA (operation of the 1114 Helpline to support players who face problems related to excessive play and their families)
  • National and Kapodestrian University of Athens (internal communication  / design and development of targeted educational seminars)
  • “Panagioti and Aglaia Kyriakou” Adolescent Health Unit (design and development of the «Youth Power» educational program for the development of support mechanisms against high risk behaviors to pre-adolescent children and parents sensitization)

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Workers Participation

OPAP employees are one of the key target groups of the Responsible Gaming strategy. More specifically:

  • OPAP sensitizes and informs all its employees on Responsible Gaming
  • KETHE-ALFA partners have trained the Customer Relations Department, so that they are capable to handle the calls they receive from people with related issues
  • The sales team has been trained to cascade the basic Responsible Gaming network to the extended sales network
  • online trainings for employees in collaboration with the National and Kapodestrian University of Athens, aiming to inform on Responsible Gaming, its priorities and the regulated framework and targeted trainings that correspond to each department’s needs. 

More...…
Photos Videos

Benefits for Οrganization

Based on a Millward Brown research, OPAP’s corporate reputation index has been improved by 15 points versus last year. More specifically:

  • 8 points increase in recognition that OPAP promotes responsible participation in games of chance
  • 6 points increase in recognition that OPAP support a dedicated support Helpline
  • 13 points increase in recognition that OPAP is a trusted company
  • 15 points increase in recognition that OPAP is a company vastly accepted by the community  



Connection with Global Goals







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