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Charities say MGCB does great job with gaming licensing services per recent survey

Detroit, April 17, 2018 – Charities said in a recent survey the Michigan Gaming Control Board does a great job with licensing services for casino-style gaming fundraisers. The 27-question survey found 87 percent of customers are satisfied with MGCB services. PricewaterhouseCoopers conducted the survey for the agency and told the board these are impressive results for a government agency.              

“MGCB employees continue to work well with charities, and we’re extremely pleased with the survey results, which show charities think highly of us,” said Richard Kalm, executive director, MGCB.

The survey measured multiple points of customer contact, including telephone, email and personal interactions with licensing staff and with regulation officers who visit events and conduct post-event audits. The survey was sent to charities that held casino-style charitable gaming events last year.

“We heard a lot of doom and gloom about the future of charitable poker after the MGCB introduced new rules and began enforcing the Bingo Act, which authorizes charitable gaming,” Kalm said. “We realized charities were asked to do things they hadn’t done previously. This prompted us to work hard on customer service, helping charities through the process from applying for a license to managing the event.”

The agency chose a survey as a scientific way to measure its customer service effectiveness.

“With the survey’s great feedback, we’ve received a big vote of confidence in our handling of millionaire parties,” Kalm said. “The charities holding millionaire parties today want to follow the law and see those who violate it removed from gaming. Many people who illegally managed games for charities have been prosecuted and convicted of crimes.”

The agency’s licensing staff received high marks on handling event applications and changes, status updates, effectiveness, timeliness and responsiveness. More than 90 percent of respondents said regulation officers were unobtrusive and noninterfering as possible during events. They also said regulation officers were well informed about regulatory requirements and answered all questions about the inspection process and results (94 percent).

Respondents asked for improvements to the MGCB website, and the agency introduced a revamped website in December. Other suggestions included a more streamlined application process and improved communication on form changes.

“We are looking at survey comments for ideas on further improvements,” Kalm said. “There always are things we can do better to help the charities.”

PricewaterhouseCoopers conducts surveys for the State of Michigan under a contract with the Department of Technology Management and Budget.

"The Michigan Gaming Control Board shall ensure the conduct of fair and honest gaming to protect the interests of the citizens of the State of Michigan."