On 12 February 2005 the Land Registry introduced the Central Registration System and launched the Integrated Registration Information System (IRIS). Central Registration is the culmination of the process of integrating Hong Kong's land registration services, begun in the 1980's when the then Registrar General's Department began to take over the New Territories Land Registries from the Lands Department. Now, deeds affecting any property anywhere in the region can be delivered for registration at a single point. IRIS provides the computer system to support central registration. It delivers seamless information services to the public over the internet as well as through our search offices. It also provides comprehensive support to our internal registration process.

Introducing Central Registration was a major challenge for the department. The IRIS IT project required close management. All staff had to be retrained to operate the new system with its 'whole of job' approach. Legislation had to be passed on time. All our clients and customers had to be prepared for the new system. All our offices had to be refurbished, relocated or prepared for closing down on the launch date. During the Chinese New Year holiday, from close of business on 8th February until opening of the new service on 12th February, almost all the staff of the department were engaged in moving into their new work stations. Final data conversion to the IRIS system also took place over this period. Despite the added challenge of over 6,000 deeds being delivered on 8th February - over double the usual number - all of which had to be entered under the old system before conversion could proceed, the Department was ready for business on target. There were some anxious moments, particularly with the internet search services over the first weekend. We provided special assistance in response to the needs of various customers during the first few weeks. Within a very short time, the system was being put to the test as demand for search services increased by up to 40% compared with pre-IRIS levels. It met the test handsomely.

"The correlation and complexity of the system as well as the tight schedule and the short prior notice for the testing added difficulties to us. Many of us had to work overtime at home during weekends to get the work well prepared. Colleagues not actively involved in the system testing work also faced with the pressure brought by the tremendous change and heavy workload."

"About half year before the IRIS rollout, most of the experienced staff of each division were assigned to conduct various stages of system testing apart from their daily duties. The pressure and challenge that we experienced at that time were never encountered in the department and even in our long civil service."

"It is really an unforgettable experience to every staff in the Registry."

"As the live-run came nearer, we had to cope with the preparation work of for IRIS as well as the influx of enquiries from our customers who asked for every details of the changes and new procedures."

"To cope with this era of change, we applied what we learnt in the past and changed our mindset to face with the change. It really worked."

"When Hong Kong stepped into the Year of Rooster, on the eve of IRIS rollout, the Registry's staff worked round the clock to prepare for the final stage of implementation work and office relocation."

"On 12 February, a great day to every staff in the Land Registry, we were all on duty on this fourth day of the Lunar New Year and special Saturday to greet this new change!"

"When the business started, we were happy and impressed to see that our effort in years - IRIS - was launched. Although a connection problem occurred in the new system which made the Internet search service unavailable to our customers, our top management was quick to extend the service time for the counter service to 4 p.m. on the day (a Saturday) so as to cope with our customers' request for the land records. Luckily the Internet services were successfully connected in mid-day. "

"Until the last customer left the Customer Centre with the land records in hand, I was so exhausted that I leaned back in a chair without words! Although it was the busiest day, high team spirit of the department as a whole was fully demonstrated."

"The information counter was always crowded with customers throughout Day 1 and each and every staff was occupied every minute answering customers' enquiries on the new procedures."

"In these few months, we still faced problems like heavy workload, output temporarily below the expected level and large numbers of public enquiries etc. Many staff worked overtime to clear the accumulated workload."

"We are working closely with our contractor to continuously enhance the system to make our service more efficient and user-friendly to our customers."

"We were proud of being a member of the Registry to bring significant improved registration and search services to the community."

"Both customers and staff are getting used to the new operation and the new system, more customers expressed appreciation on the improved services brought by the new system."

"We received a lot of valuable comments from our customers during this period."

"IRIS also brought improved computer facilities for carrying out our work."

The successful launch of Central Registration and IRIS was made possible by much hard work throughout the department and by our contractor. Special thanks go to the team who prepared the department's Strategic Change Plan in 1997 and have seen through the development of the IRIS project.

A Customer Centre, providing all search, copying and deeds registration services for customers has been set up on 19th Floor, Queensway Government Offices. Later in 2005, when refurbishment of the part of the 19th Floor previously used by the old search office has been refurbished, the Owners Incorporation Unit will also move here, providing a one stop service to any customer. As well as counter services for search, copy and deeds registration, the Customer Centre also provides an information counter and self service terminals.

In the New Territories, search offices are being maintained in all districts previously served by separate land registries. Again, these are equipped with self service terminals as well as providing counter services.

All offices now provide simpler procedures, much greater selection of payment methods, faster service times and longer service periods than our pre-IRIS offices.

IRIS enables anyone with an internet account to carry out property searches and place orders for documents from their own computer. These services are available 16 hours a day, seven days a week, almost double the service hours available to subscribers to our old Direct Access Services. The internet services also cost less. Regular users can open accounts with us. Otherwise payment can be made by VISA, MasterCard or PPS. Documents can be delivered via internet browser, download, e-mail, fax or post, or ordered for personal collection at our offices.

To help users of the new services, help desk support is provided through our Customer Service Hotline. In addition, a tutorial with step-by-step demonstration and a comprehensive User Guide are available at the Land Registry's website for reference.