The certification process isn’t bound to North America, nor is it exclusive to traditional casino operations. It occurs in North and South America, across Europe, in Australia, Macau, the Caribbean — everywhere GLI is. Inspections take place for casinos, lotteries and more. From startup certifications to post-startup audits, GLI reviews and certifies hundreds of casinos and their equipment worldwide … but that doesn’t make the process any less nerve-wracking for properties in the midst of it. Perhaps one of the most sweat-inducing steps of certification is the on-site inspection, but it doesn’t have to be.
Now when I say “on-site inspections,” I’m talking about either pre-opening inspections before a casino opens its doors and goes live to customers for the first time or, for example, when a casino launches a new system. Forensics is a different type of on-site inspection, where GLI personnel go to a casino to help settle a dispute, but for the purposes of this article, let’s focus on pre-grand opening inspections.
Pre-Grand Opening Inspections
It’s important to understand that on-site inspections are the final, critical step in the vital process of testing and certification. When GLI conducts an on-site inspection for a grand opening, we certify the Kobetron signatures; that the game is properly sealed; that training had been properly completed; that games talk to systems and systems talk to games; that the system is correctly reading the game denomination; and that asset numbers are being correctly recognized. We even verify that kiosks have the correct functionality. We also conduct audits, where we physically audit the software in the game or a piece of the software in the game to verify that what was tested and approved in the lab is the same as what appears in the field.
Just as rules and regulations vary by jurisdiction, so does the inspection process. Each jurisdiction has its own method of internal control that is unique. For example, if there is a machine tilt, the candle will flash red in Missouri and yellow in Kansas. In the lab we can test that the candle works on the game, but in the field — on-site — is where we test whether it flashes according to the internal controls of that particular jurisdiction.
Every inspection is treated individually to ensure the client gets the best possible level of service. In other words, GLI does not have a team that is dedicated solely to inspections. Instead, the process of inspection begins anew each time we receive a phone call from a regulator or operator letting us know that an inspection is on the horizon. From there, we work with the client to carefully analyze the exact needs. Once we understand those needs, we assemble a team for that particular job. The team will consist of experts specifically trained for the task at hand — the same experts who test the equipment in the lab. This way the operator and the manufacturer have field inspections conducted by engineers who are intimately familiar with the games or systems that are being inspected.
Working Hand-in-Hand
The jurisdiction’s regulatory body works hand-in-hand with the GLI team, and GLI’s final report is turned over to the regulator to ensure accuracy. GLI’s integrity is verified and accredited by the International Standards Organization (ISO). GLI is the only lab in the United States that is ISO accredited for testing. We have personnel who can test all the little things for regulators. Regulators need to be legally oriented and not necessarily highly technically oriented, so they rely on us to ensure the technical side meets the standards set by the legal side. We have many types of training that we conduct to help those regulators who want to brush up on their technical knowledge.
During an on-site inspection, the GLI team will test anywhere from 150 to 350 games each day, depending on a variety of factors. For example, is the network up and running? What systems are involved? What media is in the games and systems? How prepared are the operator and the supplier? Can we test ’round-the-clock or are we limited to certain times?
GLI is hired to ensure everything is accurate, and clients can expect us to thoroughly test every element before we issue a certification. This way, at the end of the inspection, regulators have the peace of mind that when we say games and systems are certified, they meet the standards of that particular jurisdiction. We are extremely familiar with each manufacturer’s games and systems, and we know how to talk to OEMs to explain any problems that may arise and how the OEM can quickly rectify a situation. We inspect and search for problems so issues are resolved before the casino is open to the public. Our job is to ensure the accuracy and integrity of the casino floor, and when we do find issues, we will work with the regulator, operator and manufacturer to help get the problem solved — that’s a win-win-win situation.
How Best to Prepare
As for how to best prepare for an on-site inspection, the short answer is call us early and call us often. The earlier GLI is involved in the process, the earlier we can begin developing a plan for the operator so that there are no surprises when we get to the inspection phase. By earlier, I mean pick up the phone during the construction process, again when floor layouts are being decided, again when back-end rooms are being designed and situated, and again every week to verify progress on issues of interoperability, systems, etc. We want to help operators as much as we possibly can; there is no such thing as giving us too much information or calling us too often — all of that information will be very useful to the entire process. As the inspection date is imminent, operators need to be sure that the gaming floor is ready for inspection, meaning that every gaming device is installed, locks are on processor boards, locks are on cash boxes, locks are on the main door of the gaming devices, all external wires are properly installed and not showing, etc. Basically, the casino needs to be customer-ready.
Suppliers can help get this process moving as quickly as possible by having the right software, parts and equipment onsite. It is also very helpful if suppliers have service techs onsite who can help resolve any issues that may arise. But what really helps expedite the inspection process happens before the inspection is even scheduled — when manufacturers take advantage of GLI’s interoperability centers, testing game and system compatibility in the lab. That process can save an incredible amount of time in the field.
Benefits for All
When all is said and certified, GLI inspections benefit three groups of people. First, the regulator gets peace of mind knowing GLI has certified that all games and systems meet the legal regulations for that jurisdiction, and the public’s interest has been served. Next, the operator gets a “gold seal” of approval on the games and systems he or she is now running on the casino floor and the knowledge that the regulator is satisfied that the games and systems are operating up to legal standards. Finally, the manufacturer benefits because it can now watch the casino open knowing that all the games and systems are certified, which enhances its relationship with the operator, and that potential issues have been worked through before the casino opened its doors.
James Maida is Co-Founder and President of Gaming Laboratories International, and a member of the International Association of Gaming Attorneys.
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