World Lottery Association

World Lottery Association SUBMISSION FOR ACCREDITATION May 1, 2014 ONTARIO LOTTERY AND GAMING CORPORATION

WLA PROGRAM ELEMENT 7: PLAYER EDUCATION PROGRAM STATUS: 2010 SUBMISSION OLG s 2010 WLA submission outlined a comprehensive player education program spanning its gaming and lottery operations, as well as programming aimed at the general public. It Pays to Know was a newly launched, player-focused communications platform that successfully delivered RG information to players through multifaceted media. The strategic focus of player education programming was clear: communicate to players directly - in gaming sites, at lottery retail locations and through direct marketing channels. For the first time, players were incented to learn about RG through marketing promotions and contests. Qualitative and quantitative research validated that this approach was effective: players RG awareness and knowledge had increased, and they had a desire to learn more about RG and understand how it contributed to a positive player experience. The gaps and opportunities identified in OLG s 2010 submission are summarized in Table 7.0 and are detailed in the update below: Table 7.0 Gaps and Opportunities in 2010 Submission Current Status Update Player Education Across Gaming Channels Develop measurement tools and targets for different player education deliverables specifically based on the It Pays to Know platform Integrate It Pays to Know communications into Charitable Gaming Explore potential of providing play activity to Loyalty Card members through online statements In place/continuous: Updated metrics document (RG Scorecard) allows us to track interaction and awareness year over year to help make informed decisions about the areas in need of further program development. In place: Distribution and placement of Bingo-specific It Pays To Know material including brochure and posters. In place/continuous: The website for OLG s Winner s Circle Rewards loyalty program allows members to check their win/loss statement over the past calendar year. In 2014, OLG will launch a full-scale promotion targeted to Winner s Circle Rewards members incenting them to assess their play with this tool. Responsible Gaming Resource Centres (RGRCs) Enhance awareness and promote value of RGRCs at Gaming Sites and resorts Develop feedback and reporting system to inform enhancements to interactions with player awareness of RGRCs (measurement, targets) In place/continuous: RGRC s value and educational events have been promoted directly to players through onsite digital signage advertising. In place: Quarterly Reports are produced by RGC for OLG MCSR. 70

Gaps and Opportunities in 2010 Submission Current Status Update Lottery Retail Develop evaluation tools and targets to improve lottery players RG awareness In place/continuous: Perceptions regarding lotteries are measured through the Annual Player RG Awareness Study. Targets are set and tracked in the RG Scorecard and Measurement Report. In 2014, OLG contracted a market research firm to conduct a player awareness survey to understand general perceptions of RG and level of knowledge about gambling among different types of players including lottery. Use the It Pays to Know (IPTK) communications platform to target lottery players In place/continuous: OLG has implemented structural and design changes, including new interactive tools such as Lotto Draw Simulator, risk assessment and the Slot Machine Video. An online contest was successful in directing players and the public to knowyourlimit.ca. Lotto Draw Simulator http://www.knowyourlimit.ca/lotto_draw_simulator.html Risk Assessment http://www.knowyourlimit.ca/self-assessment.html The Slot Machine http://www.knowyourlimit.ca/the-slot-machine.html General Public and Players Maximize the value of knowyourlimit.ca website In place/continuous: OLG has implemented structural and design changes, including new interactive tools such as the Lotto Draw Simulator, risk assessment and the Slot Machine Video. An online contest was successful in directing players and the public to knowyourlimit.ca. Lotto Draw Simulator http://www.knowyourlimit.ca/lotto_draw_simulator.html Risk Assessment http://www.knowyourlimit.ca/self-assessment.html The Slot Machine http://www.knowyourlimit.ca/the-slot-machine.html Focus on direct, targeted communications; Leverage It Pays to Know platform In place: The It Pays to Know trivia game kiosk initiative was promoted across OLG Slots and Casinos locations and extended to other lines of business. An online version of the It Pays to Know promotion was also launched and promoted to Gaming and Lottery players. See It Pays To Know Trivia Game Kiosk Promotion below. 71

Gaps and Opportunities in 2010 Submission Current Status Update Self-Exclusion Increase support to Self-Excluded individuals; Renew Self-Exclusion s effectiveness as a self-help tool. Introduce prize disentitlement Ongoing: A 30-minute online tutorial for individuals applying for reinstatement is currently in development. The tutorial will be mandatory for persons seeking to return to OLG s land-based and/or Internet gaming offering and is expected to launch in fall 2014. The tutorial is being developed in conjunction with CAMH and will equip individuals returning to gambling with practical information to support them in managing their play. Ongoing: OLG had developed a policy and a project implementation plan in 2010 to re-direct jackpots won by self-excluders, but the program required changes to government regulations to move forward. The AGCO Standards released in November 2013 now give OLG the mandate to proceed. Currently, OLG is developing a strategy and internal policies and procedures to implement prize disentitlement at all Gaming Sites. Self-Exclusion Launch Off-Site Self-Exclusion In place: Off-Site Self-Exclusion has been rolled out at 21 off-site offices across the province. OLG has established formal Memorandums of Understanding (MOUs) with local problem gambling counsellors or credit counselling offices. Off-Site Self-Exclusion is also discussed in WLA Program Element 6: Treatment Referral. Implement Facial Recognition technology In place: Since 2011, OLG has implemented Facial Recognition (FR) at all OLG Slots and Casinos as well as Caesar s Windsor. Implementation at the remaining Resort Casinos (Casino Rama, Niagara Fallsview Casino Resort, Casino Niagara, and Great Blue Heron Casino) is being planned over the next three years. 72

PROGRAM STATUS: 2011 TO PRESENT Since 2011, OLG has substantively evolved its RG player education programming. Program updates detailed below are segmented by audience: All players and the general public Lottery and Gaming players Charitable Gaming and Bingo players OLG s Self-Exclusion program is also discussed in detail in this chapter. Player Education for the Internet gaming platform, PlayOLG.ca, which will launch in 2014, is detailed in WLA Program Element 5: Remote Gaming Channels. Education Initiatives Marketed to General Public POLICIES AND PROGRAMS Knowyourlimit.ca, OLG s key online resource of RG information, is described in this section along with four other external communication initiatives that target all players and the general public: 1) GamTalk.org, 2) a print campaign for Self-Exclusion and treatment options, 3) advertising of the Ontario Problem Gambling Helpline, and 4) advertorials produced by OLG. Knowyourlimit.ca OLG s knowyourlimit.ca website is an engaging, interactive hub for the provision of rich RG information and resources to players and the general public. The site, which won the North American Association of State and Provincial Lotteries (NASPL) award for Best RG Web Site in 2012, is an important tool that works to embed critical elements of RG knowledge, practices and behaviours in the player experience. The development and enrichment of knowyourlimit.ca is an ongoing priority. Since 2010, the website improvements outlined below have been used to maximize the user experience and to reach a broader network of players and stakeholders. Enhancements to Visuals and Navigation In 2012, recognizing the need to advance the knowyourlimit.ca website to meet evolving user needs and expectations, OLG partnered with a third-party research firm to conduct a qualitative research study. In response to the findings of the study, OLG incorporated a number of structural and design changes to modernize the site, including refreshing the look and design, increasing the aspect ratio and implementing new icons and graphics. OLG continues to explore improvements to the presentation of information as well as navigation functionality. Introduction of new interactive tools Lotto Draw Simulator In 2012, OLG launched an innovative new tool featured on knowyourlimit.ca, the Lotto Draw Simulator. The first of its kind, the Lotto Draw Simulator provides players with a visual representation of the odds of winning the lottery. The simulation has the capability to display total ticket counts up to eight digits and allows players to: continuously view the simulation for as long as they desire compare odds of winning against the number of tickets purchased, emulating odds of winnings over a long period of time contrast the likelihood of matching one versus seven numbers on a single ticket view the likelihood of winning when purchasing tens versus several millions of tickets Lotto Draw Simulator http://www.knowyourlimit.ca/lotto_draw_simulator.html RG Risk Assessment In 2013, OLG introduced How Do You Stack Up?, an interactive risk-assessment quiz that asks respondents nine questions from the Canadian Problem Gambling Index (CPGI) test to rate their risk level of problem gambling. The questionnaire and answers are designed to be visually compelling. Risk Assessment http://www.knowyourlimit.ca/self-assessment.html Shortened slot video In 2012, the Interprovincial Lottery Corporation s RG Sub-Committee produced a three-minute version of the nine minute video, The Slot Machine: What Every Player Needs to Know, that educates viewers on how a slot machine works. Research was conducted that revealed the shorter video to be as effective as the longer video in changing gambling cognitions and behaviours (See WLA Program Element 1: Research for more details). The threeminute version is currently featured on the website and has become one of its most commonly used tools. 73

The Slot Machine http://www.knowyourlimit.ca/the-slot-machine.html Promotion of knowyourlimit.ca In 2012 and 2013, OLG launched an online contest, directing players and the public to knowyourlimit.ca. The contest, which asked players a series of RG trivia questions, attracted over 42,000 online participants. This was accomplished by promoting the website and promotion through a province-wide paid online media campaign, as well heavy distribution through existing marketing channels including: POS at all Slots and Casinos (poster stand and take ones) 10,000+ digital signage screens across all Slots and Casinos and Lottery retail locations email blast to RG database and WC database digital signs at Charitable Gaming Centres (where available) banner on homepage of OLG.ca, Lottery Winning Numbers page, and Contests and Promotions page web banner on knowyourlimit.ca discovery RG Conference (poster stand and take ones) More information regarding the It Pays to Know online promotion is detailed in the Gaming and Lottery section below in this Program Element. The chart below demonstrates a sharp increase in visitation traffic following the execution of the online promotion in 2013: Table 7.1 RG Feature Number of Page Views Total 2010-11 2011-12 2012-13 2013-14 knowyourlimit.ca 105,968 127,329 93,500 216,872 543,669 Cost of Play Calculator n/a n/a 2,896 7,489 10,385 Can You Beat the Odds? Pick-a-Card 5,658 6,763 3,888 3,680 19,989 What s Your Gambling IQ 5,128 5,689 2,343 5,328 18,488 The Slot Machine: What Every Player Needs to Know 13,679 14,520 6,852 8,235 43,286 Your Gambling Profile How Do You Stack Up? n/a n/a 1,423 13,939 15,362 Lotto Draw Simulator n/a n/a 1,642 6,298 7,940 Print Advertising Campaign GamTalk.org In 2013, OLG, in partnership with GamTalk, an independent non-profit organization led by Dr. Richard Wood, launched a print campaign designed to advertise the GamTalk.org website, an online community that chronicles Stories of Hope tales of problem gambling, their consequences and the journey to recovery. The primary objective of the campaign was to raise public awareness of GamTalk and OLG s association with it, and to encourage problem gamblers to submit their own Stories of Hope. A half-page full colour advertisement launched the week of June 3 rd and 10 th, 2013 and reached over 5.7 million Ontarians. Print Advertising Campaign Self-Exclusion and Treatment Options In May 2012, working with problem gambling treatment providers and credit counsellors, OLG launched a province-wide print campaign to advertise to the general public and players about OLG s new option to register for the Off-Site Self-Exclusion treatment offices. The campaign was intended to build awareness of local services, raise public awareness of problem gambling and encourage gamblers who have self-identified as having a problem to seek treatment. To execute the plan, OLG partnered with 21 treatment counsellors from across Ontario and developed 21 separate ads, each highlighting the local counseling office and related services. 74

The campaign was featured prominently in over 22 communities across the province through local newspapers, medical waiting room digital screens and online advertising. OLG s player research showed awareness of the Self-Exclusion program increased from 38 per cent in 2011 to 44 per cent in 2012 following the campaign. Ontario Problem Gambling Helpline Promotion in Medical Offices across Ontario In March 2012, OLG, in partnership with the Ontario Problem Gambling Helpline, ran a series of digital ads across Ontario s Medical Health Network. The ads ran for three weeks, reaching approximately 1.5 million Ontarians in medical waiting offices. Following the launch of the digital ads, there was a significant and continuous increase in calls in the subsequent months. From February 2012 to July 2012, there was a 41 per cent increase in the number of calls to OPGH. RG Advertorials In January 2013, OLG produced two advertorials published in two of Ontario s largest papers: the National Post and the Toronto Star. The articles demonstrated OLG s commitment to a sustainable player base, excellence in program research and data analysis, and a determination to support all players and connect people to local counseling services. The articles were intended to demonstrate to the public OLG s commitment to RG program excellence. MONITORING AND EVALUATION Vital Signs One of the primary ways OLG measures the impact of its public-facing messaging is through a market research survey called Vital Signs. Results show that, generally, public perception of OLG s RG Program is favourable and highly supported. In 2012-2013, approximately half of the people surveyed were aware of RG resources and available support services at slots and casino facilities in Ontario. Specifically, in March 2013, 51 per cent were aware that every casino or slot facility in Ontario has an RG centre, relatively unchanged from the previous year at 50 per cent. (For more information, see WLA Program Element 10: Measurement and Reporting.) Knowyourlimit.ca OLG monitors the ongoing awareness and effectiveness of knowyourlimit.ca through a variety of means. Tracking through our annual RG Player Awareness Survey shows awareness of the site has increased steadily by ten per cent since 2010. Currently, eight out of ten players are familiar with the site. Raw visitation stats show that in 2012-2013 there were 93,500 page views and 30,000 unique visitors to knowyourlimit.ca. The chart above outlines a year-overyear illustration of visitation to different sections. In 2012, OLG conducted a series of qualitative focus groups to assess the overall effectiveness and value of the tools and information offered on knowyourlimit.ca. As a result, a number of structural and visual changes were implemented to improve the functionality of the site. Overall, most participants agreed that the site is an extremely valuable resource and would highly recommend it to friends and family. (For more information, see WLA Program Element 10: Measurement and Reporting.) OLG will continue to assess the ongoing effectiveness of the site through qualitative focus groups. GAPS AND OPPORTUNITIES Knowyourlimit.ca Currently, the technical infrastructure behind knowyourlimit.ca makes it difficult to update content on a consistent and frequent basis. A recent change in technical vendor will now make it easier to update content more frequently to ensure dynamic, changing content to encourage players to return to the site more often. As well, due to regulatory stipulations and limitations imposed by the Ontario government, OLG has been slower than other organizations to participate in social media. Recent changes have ensured that in 2014, OLG will develop a robust presence in popular social media sites and use this as a means to drive more traffic to knowyourlimit.ca. Additional Promotions Given the success of the online knowyourlimit.ca promotion described above, OLG will continue to hold annual online RG promotions, encouraging players and the general public to gamble responsibly. Site Re-Design and Development of New Interactive Modules Plans for a site re-design are underway to ensure OLG s RG web site is more flexible and better suited to mobile phones and tablets. A more mobile and tablet-friendly site and the development of new interactive modules are expected to attract more players. 75

More Mass Marketing In the last five years, OLG s player education strategy has been focused on players, reaching them in the environments and through the channels most likely to resonate with them. This strategy has proven to be successful, with awareness of RG initiatives resoundingly high among frequent (i.e., core) players. Yet in 2014 and beyond, OLG will shift its focus and develop more mass marketing player education campaigns such as radio, online and newspapers ads. Research shows player and public appetite to learn more about OLG s RG programming, including such initiatives as Where the Money Goes, employee training programs and OLG contributions to the RG research field. Multicultural Marketing To date, OLG s RG programming and related marketing materials (knowyourlimit.ca and It Pays to Know) have been targeted broadly to all players, across all segments and lines of business. Current market and social research indicates that there are many different ethnic groups that have a strong cultural affinity for gambling. However, according to OLG s own quantitative research, its existing RG marketing materials are not resonating with these players. As Ontario s multicultural populations become an increasingly important market for OLG s business due to their growth and increasing purchasing power, it is critical that the RG team develop culturally relevant and meaningful problem gambling prevention and support materials designed to reach these audiences. Aboriginal Advertising Campaign Ontario has the largest Aboriginal population in Canada. Research shows that persons from Aboriginal communities are in some instances three times more likely to have a gambling problem than the rest of the population. OLG has completed extensive qualitative research to understand how to best communicate responsible gambling information to distinct Aboriginal communities across the province. (Please see WLA Program Element 1: Research.) Developing RG communications that will resonate with Aboriginal communities presents a substantive yet necessary undertaking. In 2014, and in conjunction with Aboriginal communities from across the province, OLG hopes to implement a culturallyspecific marketing campaign aimed at reaching Aboriginal populations in Ontario. Gaming and Lottery POLICIES AND PROGRAMS OLG has a robust and well-established player education program in place across all its Gaming Sites and lottery retail network. Since OLG s 2010 submission, significant program developments have occurred. The section below will outline expanded It Pays to Know RG materials and placement guidelines, interactive RG promotions and new RG messaging at Lottery retail outlets. The Responsible Gaming Resource Centres (RGRCs) in all Gaming Sites also continue to be a key component of OLG s Player Education strategy and are described below. Enhancements to the program resulting from the development and implementation of the OLG-Operated Gaming Site RG Program Directives are also discussed. It Pays to Know RG Materials New RG Education Materials One of the main sources of RG information for players at gaming facilities is the availability of OLG s It Pays to Know brochures. In 2012 OLG s RG It Pays to Know brochures were updated and redesigned with a fresh look and feel. For Gaming, the updated brochures include: It Pays To Know Concerned About Someone s Gambling It Pays To Know Your Guide To Playing OLG Slots It Pays To Know Self-Exclusion: A Chance For Change It Pays To Know What s Next? Getting The Most From Self-Exclusion Recognizing the need to reach OLG s ethnically diverse and non-english or non-french speaking players, the brochures have been translated into multiple languages including: Cantonese, Mandarin, Spanish, Italian, Punjabi and Portuguese. Translated languages were determined by a needs assessment that examined a number of factors including: the multicultural makeup of Ontario the multicultural makeup of Ontario in the next ten years the participation rates in gambling of ethno-cultural groups in the Province of Ontario the geographic breakdown of ethno-cultural groups in the Province of Ontario (e.g., are they principally centered in Toronto or dispersed across Ontario, etc.) For multi-language versions visit: http://www.olg.ca/about/responsible_gaming/gambling_ brochures.jsp 76

RG Material Requirements and Placement Guidelines In order to ensure a consistently strong presence of RG information at Gaming Sites, OLG in 2013 developed RG Material Requirement Guidelines. The Guidelines ensure that players will have reliable access to RG information to help them make informed choices about gambling, and awareness of problem gambling warning signs and local support services. The Guidelines will be reviewed biannually and will be redistributed to all gaming sites as required changes dictate. Expanded Use of Digital Signage Screens at Gaming Sites Since 2010, OLG has expanded the use of RG messages running across OLG s vast gaming digital signage marketing network. To complement the updated It Pays to Know messages already in rotation, messages regarding upcoming RG events and promotions, awareness of problem gambling prevention week, and lottery-related RG messages were included. RG content still comprises five to ten per cent of total screen content in rotation. OLG has one of the largest digital networks in North America, reaching an estimated 20 million people in 2013. New Digital Signage messages introduced in 2014 include: RGRC Take a Break encouraging players to take a short break from gambling and enjoy a cup of coffee at the Responsible Gambling Centre Problem Gambling Awareness Week to highlight various problem gambling awareness weeks across Ontario Don t Bank on a Big Win a Lottery-themed message encouraging players to set realistic expectations when playing the lottery. Interactive RG Promotions It Pays To Know Trivia Game Kiosk Promotion Building on the success of the initial pilot program described in OLG s 2010 submission, the It Pays to Know interactive kiosk promotion was rolled out to all OLG Slots and Casinos locations and extended to Charitable Gaming locations, the Lottery Prize Centre, Resort Casinos and a number of OLG community and sponsorship events. The promotion, now available to all lines of OLG s business, has customized content and asks trivia questions specific to the respondents primary form of gambling. Designed to increase player awareness of key RG principles and potentially change player behavior, players are incented to participate with the chance to win a $5,000 gift card. From 2011-2013, the It Pays to Know kiosk promotion received highly positive customer feedback and successfully engaged with 124,000 customers by delivering RG information in a both entertaining and convincing format. The promotion also provided OLG with a wealth of player market research data. Notably, for players who chose to provide their Winner s Circle Rewards card information, we were able to analyze their play patterns 60 days prior to the promotion and 60 days after it. The analysis included players play and looked at different metrics, including Coin In, Net Win, Visitation and Duration. It Pays to Know Trivia Game Online Promotion Building on the success of the kiosk promotion and expanding its reach, an online version of the It Pays to Know promotion was launched in the spring of 2013. For those who didn t have the opportunity to interact with the travelling tour, they could now participate online. The online microsite was promoted with online banners, POS at lottery retailers across Ontario, and POS at all 19 Slots and Casino locations in the province. The online initiative attracted over 42,000 participants who completed the Trivia Game while testing and receiving RG-related information. Loyalty Member Customer Statements In June 2012, OLG s Winner s Circle Rewards loyalty program launched a new feature on its website enabling online members to check their win/loss statement over the past calendar year. This new feature was advertised to players via the Winner s Circle Rewards Newsletter and through digital signage at all OLG Gaming Sites. Since its launch, nearly 25,000 Winner s Circle Rewards members have used this feature. Given this strong response, OLG plans to launch a full-scale promotion in 2014 targeted to Winner s Circle Rewards members and incenting them to assess their play using an innovative and interactive tool. RG Loyalty Program: Direct Marketing to Gaming Players The RG team has built a database of RG player information. Data fields include contact information, some Winner s Circle Rewards numbers, and the customers answers to a series of RG related questions depending on which promotions they entered. The current database has approximately 60,000 individual customers and is growing. 77

OLG engages with these customers by sending three email blasts to them throughout the year. Content typically consists of RG-specific messaging about upcoming and ongoing RG promotions, and RG information and resources available. The goals are to create awareness around RG and drive visitation and traffic to knowyourlimit.ca. It Pays To Know Play Smarter Sticker at Lottery Retail In 2012, OLG s RG team, in conjunction with the lottery retail marketing team, developed a Play Smarter sticker, placed prominently on all Lottery retail booths, that conveys a simple message to play responsibly and find out how by visiting knowyourlimit.ca. It is an important way to reach customers at the moment of decision. Responsible Gaming Resource Centres (RGRCs) RGRCs are specially designated, onsite, stand-alone facilities that offer comprehensive RG information through trained and dedicated staff, and through multiple formats such as brochures, videos, posters, digital signage, interactive kiosks and special education events. The Responsible Gambling Council (RGC), an independent non-profit organization dedicated to the prevention of problem gambling, operates an RGRC at each of the 24 Gaming Sites (19 OLG land-based Gaming Sites and five privately-operated Resort Casinos) across Ontario. Funding for the program and space for the Centres are provided by OLG. From fiscal 2010-11 to the end of fiscal 2012-13, over 500,000 customers accessed RGRC services at Gaming Sites in Ontario. Since inception of the program in 2005, over 750,000 customers have visited an RGRC or taken part in an RGRC-run player education initiative. RG Program Directives The RG Program Directives for RG Customer Education were finalized in February 2014 and are currently being implemented. The Directives were developed to meet the ACGO s RG Standards for Gaming and to standardize the delivery of RG customer education across all Gaming Sites. They will ensure that essential RG information will be available, visible and accessible to all Gaming Site customers through the strategic development and deployment of the RG Customer Education initiatives. Essential RG information includes gambling risks, setting time and money limits, where to get help (i.e., Ontario Problem Gambling Helpline, OLG Self-Exclusion program) and game information (i.e., rules of play, odds of winning, payout odds and/or return to players). Full implementation is expected by March 2015. MONITORING AND EVALUATION OLG has a number of qualitative and quantitative means of monitoring and evaluating the success and progress of our player education programming at Gaming Sites and through the lottery retail network. With Know Your Limit. Play Within it as our umbrella message for safe gambling and It Pays to Know as our core educational concept, OLG s player research results have consistently shown high player awareness of key RG program components. Player Awareness Research Our strategy to market RG information directly to players in the environments where they gamble has been successful. In 2014, OLG commissioned player research of frequent casino-style gamblers which showed that 76 per cent consider themselves to be knowledgeable about responsible gambling. Table 7.2 2014 Total Frequent Gamblers Infrequent Gamblers Lapsed Gamblers base: total gamblers (501) (100) (106) (295) % % % % top 2 boxes (very knowledgeable or somewhat knowledgeable) 50 76 50 40 very knowledgeable 15 27 17 10 somewhat knowledgeable 35 49 33 30 not very knowledgeable 23 16 28 23 not at all knowledgeable 27 7 22 36 don't know - 1 - - 78

Year over year statistics among casino-style gamblers remain positive, with over 93 per cent in 2014 aware they should only bet money they can afford to lose, and 90 per cent sticking to pre-set limits. 94 93 90 90 2012 (n=502) 80 76 77 73 2014 (n=501) 52 53 39 39 You should only gamble with money you can afford to lose You should set spending limits you can afford, and stick to it each time you gamble You should gamble for entertainment and not to win money You should never gamble to win back losses It is important to set a time limit when you gamble You should take frequent breaks when you gamble Similarly, lottery players particularly frequent lottery players who ostensibly have the greatest exposure to RG information claim to be knowledgeable of the key fundamentals of the games. Table 7.3 2014 Total Core Players Regular Players Infrequent Players base: total lottery players (508) (197) (181) (130) % % % % top 2 box 70 73 71 62 very knowledgeable 22 27 19 18 somewhat knowledgeable 47 46 51 43 not very knowledgeable 18 16 19 22 not at all knowledgeable 11 10 10 15 don't know 1 2 1 1 arm instead of push the button 9 3 9 11 79

As well, year over year lottery survey results show a solid understanding of randomness and odds, while around 40 per cent believe in a lottery myth of some kind, as the chart below demonstrates: Table 7.4 agreement with statements (% agree) 2010 2011 2012 2014 sample size (lottery players only) (400) % (601) % (500) % (508) % do not believe in any myth n/a n/a 60 62 you can improve your chances of winning a lottery by choosing certain numbers or combinations of numbers your chances of winning a lottery are better if you choose your own numbers with a selection slip your chances of winning a lottery are better if you choose numbers that have come up more frequently than others in the past the organization who runs lotteries in Ontario chooses who wins jackpots based on where the ticket is sold your chances of winning a lottery are better if you choose numbers that have not come up in the draw for a while 17 17 18 18 14 17 18 14 13 15 15 13 6 10 10 13 10 7 12 9 playing lottery tickets is a form of gambling n/a n/a 93 94 people who play lottery tickets are at risk of developing unsafe gaming habits or problem gaming n/a n/a 52 50 As we advance our player education strategy, OLG s goal is to reach all players across the entire customer lifecycle and to provide a platform that will not only create strong RG awareness among players, but also embed key RG principles into the overall player experience. Independent Player Education Program Overview In 2013, we consulted with an external brand agency to examine our existing player education platform, to assess its strengths and weaknesses and to explore creative ways to maximize OLG s player education efforts. The external firm performed a thorough analysis of OLG s existing player education program. Specifically they: 1. reviewed and aggregated existing, OLG-supplied research findings 2. comparatively reviewed OLG RG, RGC, and other organizations RG player communications materials and websites 3. reconceived and rebranded player education offering, developing an extensible platform a larger umbrella that can encompass a wider range of ideas and connect more strongly as part of actual gaming experience rather than adjacent to experience 4. interviewed key personnel from OLG RG, OLG corporate, RGC, CAMH, BCLC RG (GameSense), and Research Strategy Group 5. conducted site visits to observe Responsible Gambling Resource Centres (staffed and unstaffed) and other promotions and tactics (OLG Slots at Ajax Downs and Mohawk Racetrack) and to conduct employee interviews 6. consulted secondary sources including: RG and PG resources (publications, websites) commercial gambling websites The assessment highlighted key areas of the program s strengths, such as established player awareness, strong visible presence in gambling facilities and the community, and a consistent message across an expandable framework. It also highlighted areas for improvement, including messages that are too narrow (cautionary) in scope. Most notably, although RG messages were deemed relevant to players, they weren t considered to be part of the actual gaming experience. 80

RGRC Quarterly and Year End Reports Since the previous OLG WLA submission, the RGRC Program has worked to standardize reporting and now provides OLG quarterly visitation reports and annual year end program overview reports. The following chart illustrates quantitative RGRC metrics which are tracked annually to assess performance. This tracking data helps to identify program focus areas. For example, in fiscal 2011-12 educational event participation had declined; therefore, RGRC was tasked with boosting participation in fiscal 2012-13. Also, a decline in MARGI use in fiscal 2012-13 has resulted in RGRC developing new MARGI activities and proposing a new MARGI technology refresh/replacement. Table 7.5 Quantitative Measures from Annual RGRC Report - Year Over Year Comparison Measure Description Fiscal 2012-13 Fiscal 2011-12 % Change Total RGRC Visits (Information, Assistance, Education) 191,758 158,376 21% Information Visits 72,965 75,214-3% Assistance Visits 3,301 2,848 16% Educational Event Participation 115,492 80,314 44% Customer Referrals to Support Services 3,301 2,985 11% MARGI Usage 41,614 47,277-12% Website Visits 20,307 18,493 10% Self-Exclusion Support 3,020 2,511 20% Venue Referrals to RGRC 1,652 1,474 12% RG Program Area Review Gaming RG Customer Education will be formally reviewed every 36 months by MCSR Social Responsibility in consultation with Gaming Sites after implementation of the Program Directives. The review will assess whether RG Customer Education reflects and supports current RG policy and other RG Program areas and is consistent with latest research and industry best practice, in order to identify potential improvements to educational content, delivery and program monitoring. OLG may engage third-party expert organizations to conduct the review and/or validate some or all of review results for quality assurance purposes. OLG Quarterly RG Report - Gaming After implementation of the Program Directives, OLG will produce quarterly reporting and performance measures on RG Customer Education that will enable assessments of program performance and effectiveness. These measures include many of the metrics above as well as types of RG collateral delivered to Gaming Sites and the number of RG-related Gaming Site customer referrals received by the OLG Customer Support line. GAPS AND OPPORTUNITIES New RG Branding As a result of the findings from the player education program overview that was conducted in 2013 by an external brand agency, OLG plans to reconceive and rebrand its player education offering with a platform that will support a wide range of ideas and connect to the actual gaming experience. As part of this rebranding, we will broaden the scope of messaging to target a wider range of players. For example, instead of targeting RG messages to existing casual, serious or at-risk players, we will cover the entire frequency spectrum to communicate to: new/infrequent gamblers: reach them before they develop bad habits and learn myths serious gamblers: build on the current suite of communications to make them more engaging and relevant chronic/pathological gamblers: reinforce and support better awareness of the problem and help options 81

Win/Loss Promotion To incent loyalty card members to check how much they re actually spending per year on gambling, in 2014 OLG will launch a promotion to enter card members into a contest for a chance to win a $5,000 gift card. The contest will ask participants to guess how much money they have won and lost at slot games in the previous year. Players will then be provided with their actual wins and losses. OLG has engaged academic researcher Dr. Michael Wohl of Carleton University to assess the short- and longterm impact of this knowledge on participants player behaviour. (For more details, please see Assessing the Impact of a Win/Loss Tool Among Winner s Circle Members in WLA Program Element 1: Research.) Slot Classification Project As part of OLG s strategy to promote informed player choice, a project is underway to educate players on some statistical concepts behind slot machine mechanics. Game concepts like slot cycle, odds of winning, payback percentage, volatility, and bonus round hit frequency will be presented to players in an easy-to-understand format and design. Working with academic researchers from the University of Waterloo, a series of player education materials will be developed including: printed materials, a short animation, a self-assessment and, ultimately, a colour/ symbol coded sticker on slot machines that articulates the game s structural characteristics (i.e., low volatility or high volatility). Communications content and materials will be thoroughly researched prior to execution. RG Loyalty Database OLG has an RG database of over 60,000 customers who have consented to receive RG communications from OLG. In the past, OLG has sent quarterly newsletters to this group, highlighting key features of knowyourlimit.ca and encouraging uptake of RG tools. In 2014 and beyond, an opportunity exists to use this database more strategically and to engage these players in a conversation about our RG Program. For example, one possibility is to incent players to participate in RG research and/or focus groups. AGCO Control Activities for Lottery The impending AGCO RG Standards for Lottery, which are likely to be very similar to the Standards for Gaming, will require formal, documented policies, procedures and resource tools to ensure that Lottery customers will be exposed to appropriate RG customer education. In preparation for the Standards, OLG is working towards formalizing, documenting and designing its Lottery RG Program to meet or exceed the AGCO RG Standards for customer education (as described in the Introduction: RG Standards Implementation). The documentation of the RG Program is also critical for the Modernization Plan since it will provide direction for the new Lottery Service Provider that takes over Lottery operations. Like the RG Program Directives for Gaming, the RG Program Directives for Lottery will ensure that essential RG information will be available, visible and accessible to all Lottery customers through the strategic development and deployment of RG Customer Education initiatives for the Lottery retail environment. The Lottery RG Program will also include RG reporting and measurement requirements to enable assessments of program effectiveness. As well, to ensure the customer education programming is kept relevant and up to date in light of current research and knowledge, leading or evolving best practices in the industry or field, or changes in the operational context, OLG will conduct periodic review of the programming area. Program design (i.e., RG Program Description for Lottery) is nearing completion and development of the RG Program Directives for Lottery is expected to begin in April 2014. Charitable Gaming POLICIES AND PROGRAMS Integration of It Pays To Know Communications In 2011, OLG developed some product line-specific communications for its Charitable Gaming environment. OLG distributed an It Pays To Know brochure, entitled Your Guide to Playing at OLG Charitable Bingo and Gaming Centres, that was the first of its kind in providing Charitable Gaming players with specific information about: the facts about bingo games in Ontario and your chances of winning and losing Break Open Tickets (BOTs), INSTANT Win Games, Seal Cards and Event Games Electronic Play On Demand (POD) Games how to keep Charitable Bingo and Gaming fun warning signs that your play is becoming a problem Along with its onsite availability, the brochure was widely distributed to key RG stakeholders and made available at a number of RG conferences and available for download on olg.ca. 82

OLG also developed Charitable Gaming-specific It Pays to Know posters that are widely distributed across Charitable Gaming Centres in Ontario. A poster communicating the availability of the Ontario Problem Gaming Hotline (OPGH) was also widely distributed and displayed for players at the Centres. Responsible Gaming Resource Centres (RGRCs) As described in the Introduction, the Charitable Gaming sector in Ontario is undergoing a significant transformation, with expanded electronic game offerings at 37 commercially operated centres. This industry expansion has considerably increased OLG s need to continue to expand its robust RG player education offerings at Charitable Gaming locations. In response to this need, OLG and the Responsible Gaming Council (RGC) are in the process of installing 37 self-serve RGRCs at these Charitable Gaming Centres. RGRCs are specially designated, on-site, stand-alone facilities that offer comprehensive RG information through multiple formats such as brochures, videos, posters, digital signage, interactive kiosks and special education events. As with the RG player education programming at OLG Gaming sites, RGRCs will be a key component of RG player education programming at cgaming sites in that they are one of the primary ways OLG provides RG information and support to its customers on site. 2014 will see the first 12 RGRCs installed, with all 37 complete by March 31 st, 2016. The self-serve RGRCs will have employees providing regular RGRC operational support and engaging in periodic opportunities for RG promotion and education. RGRC employees visit the RGRCs on a regular basis to: deliver RG educational events (three times a year, each delivered twice to extend reach) complete regular site visits (three times a year). At these visits, RGRC employees share information with customers face-to-face, respond to customer questions about responsible gambling-related topics and provide immediate assistance and referrals if a concern is raised by a customer respond to Bingo employee questions about supporting customers who may express a gamblingrelated concern organize and implement a back-of-house educational event once a year for Bingo employees to share information about the role and services of the RGRC restock the literature stand during each visit The self-service RGRC offers a number of educational services that are designed to be appealing, accessible and educative to RGRC visitors. Literature The RGRC will offer five brochures for customers: A Quick Guide to Safer Gambling A Quick Guide to Safer Gambling for Older People Are You Concerned About Someone s Gambling? Why it s Important to Talk to your Teen about Gambling Gambling Myths and Gambling Facts Gambling Myths and Gambling Facts will be re-written for the Charitable Gaming context and will be produced in nine additional languages, bringing it to the same level of language accessibility as the other RGRC brochures. In addition, community resource material will continue to be sourced and available in the RGRC literature rack. MARGI MARGI is an easy-to-use interactive RG information kiosk which has been re-designed specifically for the cgaming environment. This new floor-standing MARGI offers a variety of fun and interactive activities for customers to play. Through these game-style activities, customers will gain knowledge on key gambling concepts such as odds, independent outcomes, randomness, house edge and chance. To keep MARGI engaging for customers, a new MARGI activity will be added or updated on an annual basis. The first new activity to be introduced into MARGI will be geared specifically for customers RG experience with the new Bingo products. In future years, a needs assessment will determine the focus for the MARGI offerings. RG Educational Events Educational events are an effective method to reach out to all customers about responsible gambling topics in an informative, personal and engaging manner. RGRC employees will organize, support and customize three existing RG educational events over the course of the year for the CGCs. These events may include, for example: Fact or Fiction: This plinko-based game educates customers around some the myths associated with gambling using a question and answer format. Modifications can be made to the questions cards to reflect the bingo game offering or environment. 83

Problem Gambling Prevention Week: RGRC employees drive the implementation of this province-wide public awareness campaign in gaming venues to increase awareness of problem gambling. This campaign is funded by the Ministry of Health through the RGC, the operators of the RGRCs. Spotlight on the Games: A dice game that invites customers to learn more about their favorite games in the context of the chances of winning and losing and safer gambling tips. Bingo-styled games can be easily added to the suite of games highlighted in this event. MONITORING AND EVALUATION RG Player Awareness Survey 2014 was the first year to that the RG Player Awareness Survey assessed awareness and effectiveness of RG Program elements among Charitable Gaming players. This year s sample will be the baseline for subsequent waves of research among charitable gaming players. Some highlights from the 2014 RG Player Awareness Survey among Charitable Gaming players include: 55 per cent considered themselves somewhat or very knowledgeable about how gambling works at Charitable Bingo and Gaming Centres 37 per cent do not believe in any Charitable Gaming myths 53 per cent recall seeing or reading information about responsible gambling at the CGCs 77 per cent have heard of the Ontario Problem Gambling Helpline 54 per cent have heard of brochures at CGCs that describe the warning signs for problem gambling and tips to gamble responsibly 86 per cent reported they have set a spending budget in the past 33 per cent felt unhappy after they finished playing games at CGCs 72 per cent somewhat or strongly agree that OLG is doing a good job making sure that Ontarians gamble responsibly at CGCs RGRC Quarterly and Year End Reports On a quarterly basis, RGRC will provide statistical data and progress updates regarding program developments at CGCs. Statistical data will include total visitors to each Centre (information visitor, interaction visitor, event participation) and MARGI visitors to each Centre, per month. An annual Program Report will also be provided. GAPS AND OPPORTUNITIES Evaluation and Measurement of RGRCs at Charitable Gaming Sites With the RGRC program still in its infancy at Charitable Gaming Centres, there have not been any performance reports provided to date. By the end of 2014, reporting and evaluation will have been completed for a full year, and OLG will have received quarterly statistic reports and a final annual program report from RGC. These reports will highlight total visitor and MARGI kiosk interaction numbers, and allow OLG to begin to assess and track the value of RGRCs at Charitable Gaming Centres. The program reports and future needs assessments will allow OLG to make informed decisions about various program elements, and help benchmark their success. AGCO Control Activities OLG is currently finalizing the design of its overall RG Program for cgaming sites, which is expected to be completed in April 2014. Upon finalization, OLG will create specific RG Program Directives to operationalize the design. These directives will ensure the cgaming sites meet the AGCO RG standards for RG Customer Education that stipulate that cgaming customers be provided with accurate and meaningful RG information in an available, accessible and visible manner. This RG information will pertain to gambling risks, spending limits, available help resources and game mechanics. The RG Customer Education initiatives being rolled out or planned for the cgaming Centres will be a central part of this assurance. Self-Exclusion POLICIES AND PROGRAMS OLG has made considerable improvements to its Self-Exclusion program since 2010. OLG rolled out an Off-Site Self-Exclusion registration option across the province and has implemented Facial Recognition technology in all OLG Slot and Casinos. A Self-Exclusion sensitivity training component has been added to the RG Training to assist employees who administer Self-Exclusion in dealing with potential sensitivities with program participants that may arise in program administration. A two-phase research project is underway to introduce an additional support to players at the time of their Self-Exclusion registration by providing them with a motivational video to seek treatment. Furthermore, following completion of the Self-Exclusion ban, players who wish to return to OLG gaming sites will be required to complete a mandatory Responsible Gambling tutorial as part of their reinstatement process. 84

Self-Exclusion has also expanded beyond the scope of land-based Slots and Casinos. PlayOLG.ca will launch in 2014 with a Self-Exclusion program which replicates the core program elements of land-based Self-Exclusion. OLG also undertook a feasibility study to determine if Self-Exclusion could be introduced into the Charitable Gaming and Bingo environment. The following statistics outline the number of enrollments in the Self-Exclusion for Gaming since 2010: Table 7.6 2010 11 2011 12 2012 13 2013 14 Self-Exclusion Registrations 3,017 3,001 2,917 2,983 Self-Exclusion Reinstatements 1,743 1,880 1,886 1,838 Self-Exclusion Breaches 1,396 1,996 1,910 1,977 Off-Site Self-Exclusion An enforcement-to-assistance-registration process, which was in development at the time of the 2010 submission, has since been implemented across Ontario. The Off-Site Self-Exclusion registration option provides another means by which a person can enroll in the program without having to be at the Gaming site. Local problem gambling counsellors or credit counselling offices with whom we have established formal Memorandums of Understanding (MOUs) provide the majority of off-site offices. By having the off-site registration locations at community treatment facilities, OLG further strengthens the link between the Self-Exclusion program and treatment enrolment. Using Self-Exclusion as a means to encourage and assist problem gamblers to seek treatment was one of the main recommendations of a 2008 study by the Responsible Gambling Council on best practices in Self-Exclusion. There are currently 21 off-site offices across the province with plans to expand into additional communities. Since off-site registration has been available, OLG has conducted over 325 off-site registrations. Off-Site Self-Exclusion is also discussed in WLA Program Element 6: Treatment Referral. Facial Recognition Since 2011, OLG has implemented Facial Recognition (FR) at all OLG Slots and Casinos as well as Caesar s Windsor. Implementation at the remaining Resort Casinos (Casino Rama, Niagara Fallsview Casino Resort, Casino Niagara, and Great Blue Heron Casino) is being planned over the next three years. Since the FR pilot in 2010, OLG has nearly doubled its annual rate of Self-Exclusion detections. Table 7.7 2009 10 2010 11 2011 12 2012 13 2013 14 Self-Exclusion breaches 883 1,396 1,996 1,910 1,977 Table 7.8 2010 11 2011 12 2012 13 2013 14 FR alerts 11 577 668 772 Jackpot alerts 1 44 41 52 Manual detection 6 652 913 971 Not indicated 1,378 723 228 182 85

Self-Exclusion Sensitivity Training The enhanced RG Training for Gaming employees that is being implemented in 2014 (see WLA Program Element 2: Employee Training) will include new content for all security and supervisor-and-above level employees. These employees generally respond to the more serious situations that may call for Self-Exclusion discussions or actually administer the program itself. This additional content is intended to address a gap in soft skills for those responsible for registering people in the Self-Exclusion. The mandatory training includes skills and techniques to help reduce stigma around problem gambling and Self-Exclusion, as well as promote understanding of cultural differences. Reinstatement Tutorial In 2011 OLG consulted with OLG Security, gaming operators and independent problem gambling clinicians to determine plans for additional support for individuals returning to gambling after Self-Exclusion. Individuals applying for reinstatement currently receive a Responsible Gambling information package following the completion of their reinstatement meeting. A 30-minute online tutorial prior to reinstatement is currently in development. The tutorial will be mandatory for persons seeking to return to OLG s land-based or Internet gaming sites, and is expected to launch in fall 2014. The objectives of the tutorial are: 1. provide key information about gambling, game odds, safe gambling tips, and player control tools to players returning after Self-Exclusion 2. simplify the process of reinstatement, and standardize procedures with igaming 3. collect anonymized data that can be used to improve the Self-Exclusion program The tutorial is being developed in conjunction with CAMH and will equip individuals returning to gambling with practical information to support them in managing their play. OLG has also contracted CAMH to study the effectiveness of the tutorial by measuring changes in player behaviour following their reinstatement. (For more information on the evaluation project, please see Self-Exclusion Reinstatement Tutorial Evaluation in WLA Program Element 1: Research.) ITrak Enhancements OLG is currently enhancing the Self-Exclusion database, itrak, by upgrading to the latest version of itrak software. The upgrade will provide additional and more advanced functionality and address issues with the current itrak version, including an initial data cleanse. The update will remove any data errors and fields that are no longer considered mandatory or required, and subsequent routine data cleansing will maintain data integrity. Additional enhancements include: the development of new reports, including breach reports and Facial Recognition conduct and manage reports enhancements to the integration of the itrak system and our Player Information Repository (PIR) system a new training environment that will allow for better itrak training MONITORING AND EVALUATION Facial Recognition (FR) Technology The implementation of Facial Recognition (FR) technology has become a significant component of the Self-Exclusion program s detection capacity. FR has helped nearly double the rate of detection since first implemented as described above. However, given that it is a new program technology and is sensitive to various environmental factors (lighting, positioning/angles etc.), OLG began conducting a Quality Assurance program in 2013 to help ensure FR is operating optimally. This program monitors the performance of the FR system by registering designated employees into the FR database and, for a given period each quarter, logs the number of positive hits. Reports are then sent to OLG Corporate Security for analysis of detection effectiveness and opportunities for continuous performance improvement. OLG has also conducted audits of the FR system. In 2011, Deloitte was contracted to audit the system over two phases to meet privacy requirements and detection effectiveness. Responsible Gambling Council Beginning in 2009, OLG commissioned the Responsible Gambling Council (RGC) to conduct a two-year study to evaluate the use of Resource Gambling Resource Centre (RGRC) employees to offer information and support during Self-Exclusion program registration, renewal and reinstatement. While the study initially began with a randomized, longitudinal, between-groups and within- 86

groups experimental design involving five locations, the research design and recruitment methodology continually changed in response to the study s great difficulty with recruiting participants. In the end, despite being reduced to a one-sample, within-groups design with two followup surveys, the study was unable to generate a large enough sample size to produce any reliable results. After 18 months of recruitment at five sites, only 15 self-excluders consented to participating in the study, with dramatic drop-off at each subsequent survey period. The study s report provided lessons learned for OLG in recruiting participants for Self-Exclusion research. Off-Site Self-Exclusion Survey Finally, to assess the Off-Site Self-Exclusion registration option, OLG surveyed its Off-Site Self-Exclusion partners in 2012 about their experience with the off-site process. Over 75 per cent of respondents had at least a good or very good experience with the Off-Site Self-Exclusion process. Table 7.10 How would you rate your overall experience with Off-Site Self-Exclusion? Responses Response % Has been very good 6 42.9 Has been good 5 35.7 Has been satisfactory 3 21.4 Has been negative 0 0 Table 7.11 Have you experienced any problems (by you or your client) in Self-Exclusion registration? Responses Response % Technical issues 2 14.3 Problems booking appointments with OLG staff 2 14.3 Logistical issues (room availability, Wi-Fi) 1 7.1 Human resources Issues 1 7.1 None 9 64.3 87

This survey is also discussed in WLA Program Element 8: Treatment Referral GAPS AND OPPORTUNITIES Prize Disentitlement Section 3.2(2) of the Registrar s Standards for Gaming (November 2013) prohibits a gaming site to pay out prizes to an individual who is registered in the OLG s Self-Exclusion program. To comply with this AGCO Standard, OLG will need to implement a prize disentitlement provision for OLG Gaming Centres, including OLG Slots and Casinos, Charitable Gaming Centres and Internet Gaming. OLG had developed the policy and a project implementation plan in 2010 to re-direct jackpots won by Self-Excluders but the program required changes to government regulations to move forward. With the AGCO Standards released in November 2013, OLG now has the legal mandate to proceed. Currently, OLG is developing a strategy and internal policies and procedures to implement this prize disentitlement provision at its existing Slots and Casinos and mitigate potential risks that could be associated with its introduction. Key issues and mitigation actions related to the introduction of this change include potential legal actions, notice to players and redirection of funds. Prize disentitlement will also be incorporated into the Self-Exclusion programs currently in development for Charitable Gaming Centres and Internet Gaming. Facial Recognition (FR) Technology To complete full implementation of Facial Recognition in the OLG Self-Exclusion program, and help ensure consistent detection rates across Gaming sites, FR technology needs to be installed at four OLG resort casinos. Currently, all OLG Slots and Casinos and Caesar s Windsor have FR technology. OLG has begun planning for implementation at Niagara Fallsview Casino Resort, Casino Niagara, Casino Rama, and Great Blue Heron Casino. After FR technology has been implemented at all OLG and Resort Casinos, OLG will undertake a thorough review of the technology to evaluate overall performance and identify ways to increase detection rates. This review will also assess the effectiveness of the quality assurance program that monitors FR technology performance and effectiveness. Optional Exit Survey To determine if the Self-Exclusion program is helping to meet the needs of program participants, the mandatory reinstatement tutorial that OLG is developing will include an optional exit survey. This survey will enable OLG to obtain feedback on the effectiveness of the video but also on the Self-Exclusion program overall. OLG plans to include questions in the survey from academic researchers hoping to study the Self-Exclusion program. To date, research on Self-Exclusion has been difficult to execute for a variety of reasons, including limitations of contact with self-excluders and reluctance of self-excluders to sign up for independent research. The anonymized exit survey will provide valuable opportunity for OLG to gather feedback on the effectiveness of Self-Exclusion and on participant satisfaction with the program. The findings are also expected to facilitate research for continuous program improvements. Standardized Breach Procedure Although Gaming sites have always provided RG information to self-excluders who are caught breaching, this process has not been standardized or documented and therefore subject to inconsistency across sites and breach incidents. OLG is working towards developing a formal procedure to clearly guide gaming site employees for meeting with a person who is caught breaching their Self-Exclusion. Breach meetings are an opportunity to review the Self-Exclusion program and terms with individuals, provide treatment provider information, update photos for the purposes of detection and log any meeting documentation within the itrak database. This procedure will help self-excluders understand the consequences of their breaching and obtain further support services information from the Gaming site, as well as allow OLG to audit the content of the breach meeting. New Methods of Detection OLG continuously monitors research and best practices for opportunities to evolve and improve Self-Exclusion. One area of potential opportunity is detection. OLG plans to examine the feasibility of introducing new methods of detection (in addition to manual detection, loyalty card alerts and FR). OLG may examine the applicability and feasibility of prize disentitlement, license plate recognition technology and identification verification technologies, and how they can be best structured to support detection within specific gaming contexts. 88

Inter-Operability between Gaming Sectors Lastly, AGCO RG Standards require that, in the longterm, OLG must have a Self-Exclusion program that has inter-operability between gaming sectors. This means that players must have the option to self-exclude from more than one gaming sector when self-excluding (e.g., have the option to self-exclude from Charitable Gaming Centres when self-excluding from Gaming sites). Currently, OLG has Self-Exclusion programs for its Gaming and igaming sites only. We are currently designing a feasible program for our cgaming site network and considering possibilities for our Lottery retail network. The concept of inter-operability will be an essential and integral part of these examinations and discussions, and ultimately will be a part of the establishment of any Self- Exclusion program for these other lines of business. 89