Building Customer-oriented Culture
Enhancing Services Step-by-step
The Land Registry

Exemplary Services@Gov
2009
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Embraced a "Customer-oriented" spirit, the Land Registry(LR) continuously enhances its services to meet the needs of customers and the public, provides highly efficient services of deeds registration and searches of land records, and actively prepares for the implementation of title registration. In 2008, the Land Registry maintained a high level of overall customer satisfaction, which was remarkable as compared with the results of the Customer Service Survey for the year 2006. According to the results of the "Customer Management Assessment" of the Efficiency Unit, the LR has also been highly commended for its promotion of the customer service culture.

Implementing Electronic Services

The Registry constantly introduces various e-services in order to enhance its work efficiency. Following the launch of the Integrated Registration Information System (IRIS) to replace the old computer system in 2005, it went on to implement the e-Memorial Form in 2007. The e-form is equipped with a guidance-note function that guides customers to complete the form. Now that its customers are already used to using the e-form, the LR, after consultation with customers, implemented an enhanced version of the e-form in 2009 by incorporating a 2-dimensional barcode into the e-form. This facilitates the direct capture of the digitalised information into the registration system through a scanner, thus ensuring greater accuracy and reliability of the input information. The enhanced version has been used by one-third of the customers since its launch.

Systematic Processing of Views Gathered from All Sectors

With a view to improving its services continuously, the Registry makes use of various channels to collect views which will be analysed under standing measures and mechanism for the purpose of understanding and meeting customers' requirements and expectations. Mr Kenneth POON, Customer Service Manager, remarked that the department records and analyses in detail all inquiries and views received through the customer service hotline every month so as to provide reference to all management personnel in improving customer service. The LR also strives to implement corresponding measures and actions to meet customers' request with consideration of customers' profile and their services usage pattern. For instance, a new search system will be launched by mid-2010 for extending the service hours of the online search services from currently 16 hours to 20 hours in response to customers' requests. The long-term objective is to extend the daily online search hours to close to 24 hours.

Focusing on Training and Enhancing Service Level

The Land Registry places great focus on training of human resources and organises staff development theme training every year. In addition, the Registry also arranges different professional development programmes for its staff. The department has also set up an online Knowledge Management System and the Performance Monitoring Committee to help staff enhance their service level. With reference to the business results of its trading fund and feedback from its customers and staff, the Registry regularly reviews and sets its service standard and flexibly allocates its resources so as to promote, hand in hand and with one heart, a customer-oriented service culture.

Ms Peggy CHAN (middle), Deputy Registry Manager, indicated that the setting up of a standing mechanism, the Performance Monitoring Committee, would help its staff improve their service level. Left: Mr PANG Ka-fai, Deputy Registry Manager. Right: Mr Kenneth POON, Customer Service Manager.
Ms Peggy CHAN (middle), Deputy Registry Manager, indicated that the setting up of a standing mechanism, the Performance Monitoring Committee, would help its staff improve their service level. Left: Mr PANG Ka-fai, Deputy Registry Manager. Right: Mr Kenneth POON, Customer Service Manager.
In 2005 the LR replaced the old computer system with the Integrated Registration Information System, which enables continuous improvement of its service efficiency.
In 2005 the LR replaced the old computer system with the Integrated Registration Information System, which enables continuous improvement of its service efficiency.
After the launch of the e-Memorial Form in 2007, the Registry further introduced an enhanced version in 2009, incorporating a 2-dimensional barcode to the e-Form. The digitised information is directly captured into the registration system through a scanner, thus simplifying the data entry process and increasing information accuracy.
After the launch of the e-Memorial Form in 2007, the Registry further introduced an enhanced version in 2009, incorporating a 2-dimensional barcode to the e-Form. The digitised information is directly captured into the registration system through a scanner, thus simplifying the data entry process and increasing information accuracy.
The Land Registry is commended for its efforts to promote the service culture of its staff and to enhance the quality of their services by various means.
The Land Registry is commended for its efforts to promote the service culture of its staff and to enhance the quality of their services by various means.