Service Type |
|
Post-IRIS |
2004/05 |
2005/06 |
Service Standard |
Performance Target
(% meeting service standard) |
Actual Performance
(% meeting service
standard) |
|
Performance Target
(% meeting service standard) |
Registration of Land Documents |
20 working days |
97 |
100 |
*18 working days |
90 |
Search of Land Records |
|
|
|
|
|
•"All Services" service at the Central Search Office |
30 minutes |
97 |
100 |
Replaced. All search outlets now offer "All Services" service |
- |
|
•Counter Search of computerized land registers |
20 minutes |
97 |
100 |
*18 minutes |
95 |
| Supply of Imaged Copies of Land Records |
|
|
|
|
|
| Over the counter |
|
|
|
|
|
•Without oversize plans |
20 minutes |
97 |
100 |
*18 minutes |
95 |
•With oversize plans |
- |
- |
- |
#5 working days |
97 |
| Order via electronic services |
|
|
|
|
|
•Collection in person |
|
|
|
|
|
▲ Without oversize plans |
1/2working day |
97 |
100 |
(Service standards changed, please see below) |
- |
▲ Without colour plans |
- |
- |
- |
#1 working day |
97 |
▲ With colour plans |
- |
- |
- |
#3 working days |
97 |
▲ With oversize plans |
- |
- |
- |
#5 working days |
97 |
•Delivery by post or courier |
|
|
|
|
|
▲ Without oversize plans |
Dispatch within 1 working day |
97 |
100 |
(Service standards changed, please see below) |
- |
▲ Without colour plans |
|
|
|
|
|
- Orders placed before 6:00 p.m.
| - |
- |
- |
#Dispatch within 1 working day |
97 |
- Orders placed after 6:00 p.m. or on Saturdays,
Sundays & public holidays |
- |
- |
- |
#Dispatch within 2 working days |
97 |
▲ With colour plans |
- |
- |
- |
#Dispatch within 3 working days |
97 |
▲ With oversize plans |
- |
- |
- |
#Dispatch within 5 working days |
97 |
Supply of Certified Land Records |
|
|
|
|
|
Over the counter |
|
|
|
|
|
•Computerized land registers |
1/2 working day |
97 |
100 |
*1 hour |
90 |
•Imaged copies without plans |
3 working days |
97 |
100 |
- |
- |
•Imaged copies without oversize plans |
- |
- |
- |
#1 hour |
90 |
•Imaged copies with plans |
5 working days |
97 |
100 |
- |
- |
•Imaged copies with oversize plans |
- |
- |
- |
#5 working days |
97 |
Order via electronic services |
|
|
|
|
|
Collection in person |
|
|
|
|
|
•Computerized land registers |
2 working days |
97 |
100 |
1 working day |
97 |
•Imaged copies |
5 working days |
97 |
100 |
- |
- |
|
▲ Without oversize plans |
- |
- |
- |
#3 working days |
97 |
|
▲ With oversize plans |
- |
- |
- |
#5 working days |
97 |
|
Delivery by post or courier |
|
|
|
|
|
•Computerized land registers |
|
|
|
|
|
▲ Orders placed before 6:00 p.m |
- |
- |
- |
#Dispatch within1 working day |
97 |
|
▲ Orders placed after 6:00 p.m. or on Saturdays,
Sundays & public holidays |
- |
- |
- |
#Dispatch within 2 working days |
97 |
•Imaged copies without oversize plans |
- |
- |
- |
#Dispatch within 3 working days |
97 |
•Imaged copies with oversize plans |
- |
- |
- |
#Dispatch within 5 working days |
97 |
| Sale of Memorial Day Book (MDB) |
|
|
|
|
|
•Approval of MDB applications |
2 working days |
97 |
100 |
2 working days |
97 |
•Delivery of MDB diskettes by courier/counter collection |
Dispatch within 1 working day excluding Saturdays |
97 |
100 |
Dispatch within 1 working day excluding Saturdays |
97 |
| Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) |
|
|
|
|
|
•Approval of MMIM applications |
2 working days |
97 |
100 |
2 working days |
97 |
•Delivery of MMIM diskettes by courier |
Dispatch within 6 working days excluding
Saturdays at the beginning of the month |
97
|
|
*Dispatch within 5 working days excluding
Saturdays at the beginning of the month |
97
|
Telephone Enquiry Services |
|
|
|
|
|
•DAS Help Desk |
Successful connection to a live operator within 1 minute |
95 |
100 |
Replaced by an interactive Customer Service Hotline |
- |
•All other enquiries |
Answered not later than the 5th ring |
95 |
100 |
with 24-hour access and answer by live operator during office hours |
|
•Voice mail left during office hours |
- |
- |
- |
#Return calls within 60 minutes after receiving the voice mail |
90 |
•Voice mail left after office hours |
- |
- |
- |
#Return calls before 10:00 a.m. on the next working day |
90 |
| *Enhanced Service Standard |
| #New Performance Pledge |
