HomePublicationsNewsletter ArchiveVolume 24Issue 14ACCORDING TO SURVEY OF LOCAL CHARITIES MGCB DOES GREAT JOB WITH GAMING LICENSING SERVICES

Per a press release dated April 17, a recent survey of charities concluded that 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 MGCB board these are impressive results for a government agency. A survey was deemed as a scientific way to measure overall customer service effectiveness and satisfaction.

The survey was sent to charities that held casino-style charitable gaming events last year. 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.

“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 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. In response the agency introduced an updated 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.”

 

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