Service

Performance Pledges

Performance Pledges were first launched in 1993. They are reviewed annually and higher targets are set regularly. For 2003/04, higher performance targets were set for:

• "All Services" service at the Central Search Office - the new target is within 30 minutes, down from 35 minutes in 2002/03 and from 50 minutes in 1997/98; and
• Providing computerised land registers and copies of imaged documents over the counter - down to 20 minutes from 22 minutes in 2002/03 and from 30 minutes in 1993/94.

The Land Registry exceeded all performance pledges in 2003/04. New service standards will be introduced when the Integrated Registration Information System goes live.

Performance monitoring is conducted by a combination of private and public sector Customer Liaison Groups and an in-house Performance Monitoring Committee. The objectives of the Customer Liaison Groups are to:

• improve the Registry's understanding of customers' needs and expectations;
• improve customers' understanding of the Registry's policies, services and procedures; and
• exchange views on operational and service delivery issues.

The private sector group is composed of representatives from the Law Society of Hong Kong, the Hong Kong Association of Banks, the Hong Kong Society of Accountants, the Hong Kong Institute of Surveyors, the Hong Kong Real Estate Agencies General Association and the Society of Hong Kong Real Estate Agents Limited. The public sector group comprises representatives from government departments which are frequent users of the Registry's services. A total of 6 Customer Liaison Group Meetings were held in 2003/04.