New Online Self-service Portal for Personal Licence Holders Launched by UKGC

Dec 17

Personal licence holders will now have the ability to manage their own accounts online as well as via mobile platforms, after the UK Gambling Commission (UKGC) launched a new self-service portal.

This new service is available on the UKGC’s website, and it allows personal licence holders to change their personal details, report key events that have to do with their licence, and download an e-copy of the licence itself. Personal licence holders can also surrender or maintain their licence via the new portal. And all of these can be done in very little time, as the service is expected to be highly efficient.

According to the UKGC, the portal will also enable all users to access a new processing tool that serves to cut down licence processing times from the usual several weeks to only a number of days. This is definitely welcome news for operators who are planning to secure licences in the near future.

UKGC Executive Director Helen Venn has this to say about the new portal: “This new service has only been running for a matter of weeks and already we’ve had over 4,000 users logging on and an improved processing time of 80%. Over half of those have used a mobile device to access the portal, allowing them to manage their personal licence on the go, save time and hopefully improving their experience.”

“Listening to the need of personal licence holders have been vital,” Venn added. “Through their feedback, and through our own drive to continuously improve the way we regulate, we looked in detail at our licence management processes and set ourselves the challenge to cut down on administration by using technology and our systems more effectively. The result is a much more efficient process for everyone through a more streamlined, simpler service.”

All personal licence holders will be getting an email from the Commission, giving them instructions on how to access the new self-service portal. Those who do not receive the email will have the option of simply logging on to their ‘Manage your personal licence’ service and going through the ‘forgot your password’ process so that they can register on the new portal. Personal licence holders who no longer have access to the email address they registered with are asked to contact the Gambling Commission via email.

Additionally, the UKGC is sending reminders to personal licence holders that if they began processing a maintenance application before November 26 this year, and if they did it through the old portal but they haven’t submitted the application yet, then they will need to register the application again and start the whole process from the beginning on the new portal.

Personal licence holders who have already received, completed, and submitted their maintenance application before November 26 will have their applications processed in the usual manner. They will be contacted by a Licencing Team member to complete the application process. As of November 26, 2019, the old eServices portal for licence holders has been deactivated, which means no one will now be able to log into that service.