The Gambling Authority has been awarded the BOS ISO 9001:2015 certification by the Botswana Bureau of Standards (BOBS), confirming that the Authority’s operations meet internationally recognised standards in quality management.
ISO 9001:2015 is the world’s most widely adopted quality management standard, offering a framework that helps organisations enhance efficiency, improve customer satisfaction, manage risk, and foster a culture of continuous improvement.
Chairman of the Gambling Authority board, Marvin Torto, said the certification reflects the Authority’s commitment to corporate governance, regulatory excellence, and public confidence.
“It aligns with Botswana’s broader goal of building capable institutions underpinned by transparency, service excellence, and accountability,” he said during the award ceremony held on Tuesday.
Torto credited a dedicated team of professionals for reassessing and redesigning the Authority’s processes to deliver exceptional customer service.
Gambling Authority CEO Emolemo Kesitilwe described the certification as a defining moment, noting that it elevates the institution beyond its regulatory role.
“It reaffirms that we are not just regulators, but accountable, responsive, and service-driven public servants,” he said. “We now operate based on defined processes, measurable outcomes, and continuous improvement mechanisms. We have strengthened internal controls, customer satisfaction tracking, risk management, and cross-departmental collaboration.”
Delivering the keynote address, Acting Permanent Secretary in the Ministry of Trade and Entrepreneurship, Professor Goemeone Mogomotsi, lauded the Gambling Authority for securing the certification on its first attempt.
“It speaks volumes about your leadership, systems, and commitment to public service excellence,” he said. “The BOS ISO 9001:2015 standard is more than a certificate—it is a strategic management tool that strengthens institutions, enhances efficiency, and embeds a culture of continuous improvement.”
Mogomotsi said the achievement signals a broader cultural shift within the Authority and shows that Botswana’s public institutions can meet and exceed global standards, positioning the country as a credible regulatory environment attractive to investors and conducive to sustainable economic growth.
“This milestone fits seamlessly into the government’s transformation agenda, which prioritises digital modernisation, public sector excellence, and the ease of doing business,” he added. “Regulatory bodies such as the Gambling Authority are critical to these ambitions, serving both as enablers of economic activity and protectors of the public interest.”
He further commended the Authority’s proactive approach to responsible gambling, citing its campaigns in communities, schools, and industry forums as evidence of a strong commitment to protecting vulnerable groups.
“As the gambling sector expands, this certification will help embed responsible gambling into operational practices, ensuring that the Gambling Authority’s regulatory mandate is carried out with rigour and compassion,” he said. “The standard provides tools for risk management, customer feedback analysis, and data-driven decision-making—all crucial for modern regulation.”
