Service is the core of the Land Registry’s mission. We aim to give Hong Kong the best standards of service. We treasure all customers’ feedback, be it an appreciation or a complaint. Starting from January 2006, all customer suggestions received are reviewed at a Customer Feedback Meeting held weekly with representatives from the Operation and IT teams to ensure that prompt responses to customers' suggestions are provided.
In 2005/06, the Customer Service Manager received over 210 commendations, suggestions and complaints from our customers through the Customer Service Hotline and the Registry’s website.
Number of Commendations, Suggestions and Complaints Received in 2005/06
Commendations
Suggestions
Complaints
136
41
42
Appreciation from members of public is passed on to the staff who have given excellent service. Public recognition gives all of us greater incentive to strive for even better quality service. Customers’ suggestions and complaints are recorded, analysed and followed up to help us continue to improve our services.
Customer Comment Cards and Suggestion Boxes are provided in all the offices of the Registry to collect customers’ feedback and suggestions about the services provided. The chart below shows the customer satisfaction rate drawn from the Comment Cards:
We are thankful to our customers for the following views: Civil Service Outstanding Service Award Scheme 2005
Our commitment in delivering high quality and value service has once again been recognised in the Civil Service Outstanding Service Award Scheme this year. We won the First Runner-up Award of the Service Enhancement Award under the category of “small department”. The objective of the award scheme was to recognise the efforts and achievements of departments in the pursuit of excellence and promoting a customer-oriented service culture. The achievements of the Land Registry in the successful launch of the IRIS and promotion of quality customer service were recognised by our customers.
Improvement in staff productivity
Over the year, the overall efficiency of the registration and search processes has been increasing steadily. For the registration service, the output per man-day has increased from 25 in the first months of IRIS rollout to 34 as of March 2006. For the counter search, the outputs per man-day for search of land registers and imaged copies have increased from 70 to 75 and from 66 to 67 respectively.
Customer Service Survey
Customer views underpin our service improvement initiatives. To identify priorities for future improvements a comprehensive customer service survey was conducted by an independent consultant in February 2006, a year after the launch of Central Registration and IRIS services. The survey focused on registration, search and customer hotline services. Different methodologies such as exit interviews, postal survey and telephone interviews were adopted for conducting the survey. The survey successfully collected the views from over 2,400 customers. The results as compared with a similar survey in 2002 are shown in the charts below:
Notable improvements were recorded for lodgement of instruments, counter search procedures and customer service environment when compared with 2002.
However, one very important indicator did not improve. Satisfaction with the performance of our new electronic service – IRIS – was down to 66% compared with 70% satisfaction with the old service. This was despite IRIS having proved attractive enough to bring about a near 25% increase in the number of subscribers and a steady increase in the proportion of business conducted electronically. The main reason given for dissatisfaction concerned the stability and speed of response of the system. Steps to address this problem are being taken. We will check regularly to see that our actions are leading to greater satisfaction for system users.
