Insight
GLI EUROPE INTERVIEW Dennis Byram
travel and a lot of discussions taking place - it’s a huge process that has followed swiftly on the heels of Portugal, and will very soon shift to Hungary and Czech Republic. Tese types of projects keep us busy and on our toes.”
Once the compliance team has gone through the licensing process, all that work is transposed into building documents for GLI’s engineers to create the testing criteria. It’s a truly collaborative effort, with each department reviewing the testing criteria to ensure that GLI has the answer to every question long before game testing ever commences. “We make sure that we have a very clear understanding of the rules, which translates into a very clear understanding of how to test the product,” says Dennis. “Once all those questions are answered, we post the results into our system, integrating it so that everyone within GLI worldwide can use the same criteria. Sharing that information is an innate part of our business and, of course, we update it thoroughly and often. If we receive clarification down the road from the regulator about a particular article, we update the system to add to the criteria to make sure that engineering is aware at all times of any changes.”
One of the keys to understanding the success of GLI’s business is appreciating the strength of its relationship with regulators. Not only do the regular GLI Regulator Roundtable events bring
together regulators from within specific jurisdiction to discuss with their peers the issues and challenges they all face, but the ongoing two-way connection with GLI provides clarity across both sides of the process. As Dennis describes, GLI has great relationships with its suppliers and operators in the gaming industry, but without regulation, there would be no standard to test to, so everything starts with the regulators - they’re the ones making the rules.
“It’s the regulator issuing the technical standards and a lot of the time we can be involved in that process and help the regulator develop their standards,” explains Dennis. “Working in this way we build up a relationship whereby they know that when they call on the GLI team, they’re going to get a straight answer. We put a massive database of knowledge at their fingertips and work together to put new innovative products onto the casino floor. And you can only do that when you have a good relationship with the regulator; a relationship that’s built on trust. It’s a goal in our department to build that type of long-term trust and relationships with all the regulatory bodies. We also work very closely with the operators and suppliers because they know that we are working directly with the regulator, so they come to us and get the information they need quickly and accurately.”
Compliance, as Dennis describes it, isn’t about
having the answers to every question, but rather having the ability and experience to know where to go looking for the answers and deliver them in a timely fashion. “Clients don’t want to wait days or weeks for an answer,” states Dennis. “Most often we have the answer within minutes and if we don’t know, if we need clarification, it’s better to be be transparent and honest about it. I’ll say I don’t know, I’m not really sure, but I’ll find out. And then you give an estimated date when you’re going to find out, and you live by that.
“Compliance is not something you can hedge, it’s not something you can say I don’t know and never reply with an answer. You have to be accurate and efficient. If for some reason we don’t meet that date, when that date is getting close, we let the client know and say we’re still working on this, but might need a couple more days as the regulator has more questions. It’s all about communication and transparency.”
‘Will product A work in jurisdiction B?’ Tat’s the most frequent question posed to the compliance team. What are the specific hurdles standing between a product and its intended market? It’s Dennis and his team’s job to give those answers for the client. As a truly global company, GLI benefits enormously not just from the scope and scale of the business, but operating worldwide means that there’s continuous activity across all time zones. GLI is
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