Certification for secure, responsible gaming

No industry is safe from cyber breaches, which can have serious implications. Why is certification to the WLA Security Control Standard so important for members, and what key areas does it address?

Rebecca: Our industry relies wholeheartedly on trust. Without trust in the integrity and security of our products and services, we would not have players. And of course, without their support we would not be able to raise valuable funding for the good causes we benefit. Thus, WLA works diligently to provide a variety of strategies to instill confidence in the industry.

WLA’s internationally recognized Security Control Standard (WLA-SCS) specifies the required best practices for an effective security management structure by which a lottery may maintain the integrity, availability and confidentiality of information vital to its successful operation. These standards are established utilizing lottery security experts appointed by the WLA Executive Committee, and all standards are ratified by the delegates of the WLA General Meeting.

"Without trust in the integrity and security of our products and services, we would not have players."

Key areas include the use of cloud hosting for lottery gaming systems and controls for lottery technology suppliers, lottery operators and some multijurisdictional games. Controls cover a broad swath of relevant areas, including lottery systems security assurance, the development of gaming system hardware, software and firmware, integrity measures related to printing of retail instant tickets, broadcasting/internet streaming of drawings and more.

Much work has been done to streamline the certification process and reduce redundancy, and I applaud the Security and Risk Management Committee for its ongoing work to assist us all.

In recent years, evolving technologies and consumer trends have greatly impacted lottery business strategies and product development. How does WLA support its members in keeping abreast of these to maintain secure operations?  

Rebecca: The WLA Security Risk Management Committee (SRMC) follows technologies as they advance and considers potential issues and threats that may arise. The WLA-SCS 2020 standard is the only global standard for the lottery industry and combines a comprehensive information security management baseline incorporating ISO/IEC 27001, an international standard for information security management, with additional lottery-specific security controls representing current best practices.  

The SRMC updates the WLA-SCS every four years. As part of this work, it also aligns with any updates to the ISO/IEC 27000 standard and incorporates new guidance if relevant to lotteries. For example, as more lottery operations use cloud technology, the SRMC is analyzing and updating this key area.

The next version of the standard is due for release in October 2024, following in-depth revision of WLA-SCS 2020.  ‍

Responsible gaming is at the core of lottery and sports betting CSR activities. How does the WLA CSR Committee assist its members in achieving their goals of providing responsible gaming environments, while raising funds to support many good causes?

Rebecca: By providing a comprehensive Responsible Gaming (RG) Framework and certification process, the WLA has laid the groundwork necessary to create, grow and maintain a robust RG program. And with nearly 65 percent of member lotteries across the globe certified at Levels 2 – 4, it’s clear that the program is proving extremely popular. Recently, the Committee introduced a “buddy” program to support lotteries in the preparation of their certification submissions, and also revised the process to simplify Level 2 certification guidelines. Those activities have helped to increase participation in the program even more.

WLA is developing CSR best practices that will provide members with applicable advice on how to develop and enhance their policies and activities in the realm of RG and other CSR-related activities.  

Ensuring customers a safe gambling environment across online platforms, products and services is a top priority for WLA lottery members. How are the lotteries making the most of technologies to achieve this?

Rebecca: It’s no secret that digital technology has revolutionized our industry. The platforms from which the public can access games continue to grow—and so, too, do the opportunities to instill effective RG guidelines during play. Just as it is fast becoming convenient to play a game from a phone or tablet, that technology is evolving to include responsible gaming interaction driven by the operator. And as the applicability of artificial intelligence on gaming moves into our sector, we are seeing in-depth player behavior analysis and interaction designed specifically to protect that player.

"The platforms from which the public can access games continue to grow — and so, too, do the opportunities to in still effective RG guidelines during play."

Take a look at the article in this issue from Singapore Pools for just one example of how technology is helping increase the instillation of RG best practices. Another is seen in Norway, where technology provides a digital, personal dialogue interaction designed to prevent and reduce at-risk or problem gaming. This is accomplished by raising awareness of gaming habits and spending, creating reflection and motivating players to moderate further gaming if needed.

These developments are encouraging and open the door even wider for opportunities to provide a safe environment for players.  

Throughout the year, WLA offers seminars and also holds events with regional lottery partners around the world on the important topic of responsible gaming. During the October WLA Responsible Gaming webinar week, what were some of the key takeaways?

Rebecca: The inaugural Responsible Gaming Webinar week was a great success and attracted over 300 attendees. During the three days, we heard very interesting perspectives on how the lotteries and other groups are addressing different aspects of RG in the WLA regions of Asia and The Pacific, Europe and North America.  

Over the past 12 years, the WLA Responsible Gaming program has grown and improved the tools it provides. Today 78% of WLA membership is certified level 2 or higher and 78% of membership represents 94% of revenues generated by WLA members. This is a testament to the strength of WLA and Regional Partners in being able to educate and exchange information to have best practices applied in all five global regions. It also demonstrates how the program’s concept of continual improvement has caught on with WLA members.

Some key takeaways from the session included: expanding the holiday Gift Responsibly Campaign, a collaborative initiative with McGill University’s International Centre for Youth Gambling and the National Council on Problem Gambling (Washington), to raise awareness about the risks of underage lottery use, at any time of the year. Over 50 WLA lottery members participate in this program.  

As the applicability of artificial intelligence on gaming moves into our sector, we are seeing in-depth player behavior analys is and interaction designed specifically to protect that player.

Another interesting concept in Canada was the development of mandatory online training for retail employees, accessible via lottery terminals and the web. The ability to offer easily accessible training more frequently is particularly interesting, given the high turnover of retail workers.

We learned how working with external partners has been effective for Lotto New Zealand, to better understand the challenges faced by indigenous and vulnerable groups. Feedback received from diverse stakeholders enabled the lottery to improve the effectiveness of the language and content of its awareness raising campaigns.  

We heard from researchers concerning their insights on problem gambling among US military veterans. Their presentation focused on the increased risk for gambling addiction and other addiction issues, and the need for prevention and treatment. These include standardized screening for addiction issues, addressing potential gambling issues early and emphasizing healthy behaviors for coping mechanisms.

We also learned about various strategies to ensure responsible game design including developing  a comprehensive approach that includes responsible gaming principles early in the game design process.