| Service Type |
Pre-IRIS |
Post-IRIS |
| 2004/05 |
2005/06 |
| Service Standard |
Performance Target
(% meeting service standard) |
Actual Performance
(% meeting service standard) |
Service Standard |
Performance Target
(% meeting service standard) |
Actual Performance
(% meeting service standard) |
| |
Registration of Instruments |
20 working days |
97 |
100 |
*18 working days |
90 |
93 |
| |
Search of Land Records |
|
|
|
|
|
|
| |
• |
“All Services” service |
30 minutes |
97 |
100 |
Replaced. All search outlets now offer “All Services” service |
- |
- |
| |
|
at the Central Search |
| |
|
Office |
| |
| |
| |
| |
| |
| |
• |
Counter Search of |
20 minutes |
97 |
100 |
*18 minutes |
95 |
100 |
| |
|
computerized land |
| |
registers |
| |
Supply of Imaged Copies of Land Records |
|
|
|
|
|
|
| |
Over the counter |
|
|
|
|
|
|
| |
• |
Without oversize plans |
20 minutes |
97 |
100 |
*18 minutes |
95 |
100 |
| |
• |
With oversize plans |
- |
- |
- |
#5 working days |
97 |
98 |
| |
Order via electronic services |
|
|
|
|
|
|
| |
• |
Collection in person |
|
|
|
|
|
|
| |
|
 |
Without oversize
plans |
½ working day |
97 |
100 |
(Service standards changed, please see below) |
- |
- |
| |
| |
| |
| |
| |
|
|
Without colour
plans |
- |
- |
- |
#1 working day |
97 |
100 |
| |
| |
| |
|
|
With colour plans |
- |
- |
- |
#3 working days |
97 |
100 |
| |
| |
|
|
With oversize plans |
- |
- |
- |
#5 working days |
97 |
98 |
| |
| |
| |
• |
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 |
- |
- |
- |
#Dispatch within 1 working day |
97 |
100 |
| |
|
|
|
before 6:00 p.m. |
| |
| |
| |
|
|
- |
Orders placed after |
- |
- |
- |
#Dispatch within
2 working days |
97 |
100 |
| |
|
|
|
6:00 p.m. or on |
| |
|
|
|
Saturdays, Sundays |
| |
|
|
|
& public holidays |
| |
|
|
With colour plans |
- |
- |
- |
#Dispatch within
3 working days |
97 |
100 |
| |
|
|
With oversize plans |
- |
- |
- |
#Dispatch within 5 working days |
97 |
98 |
| |
Supply of Certified Land Records |
|
|
|
|
|
|
| |
Over the counter |
|
|
|
|
|
|
| |
• |
Computerized land |
½ working
day |
97 |
100 |
*1 hour |
90 |
100 |
| |
|
registers |
| |
• |
Imaged copies |
3 working
days |
97 |
100 |
- |
- |
- |
| |
|
without plans |
| |
• |
Imaged copies |
- |
- |
- |
#1 hour |
90 |
100 |
| |
|
without oversize |
| |
|
plans |
| |
• |
Imaged copies with |
5 working
days |
97 |
100 |
- |
- |
- |
| plans |
| |
• |
Imaged copies with |
- |
- |
- |
#5 working days |
97 |
98 |
| |
|
oversize plans |
| |
Order via electronic services |
|
|
|
|
|
|
| |
• |
Collection in person |
|
|
|
|
|
|
| |
|
|
Computerized land |
2 working
days |
97 |
100 |
1 working day |
97 |
100 |
| |
|
|
registers |
| |
|
|
Imaged copies |
5 working
days |
97 |
100 |
- |
- |
- |
| |
|
|
- |
Without oversize |
- |
- |
- |
#3 working days |
97 |
100 |
| |
|
|
|
plans |
| |
| |
|
|
- |
With oversize plans |
- |
- |
- |
#5 working days |
97 |
98 |
| |
• |
Delivery by post or courier |
|
|
|
|
|
|
| |
|
|
Computerized land |
|
|
|
|
|
|
| |
|
|
registers |
| |
|
|
- |
Orders placed |
- |
- |
- |
#Dispatch within
1 working day |
97 |
100 |
| |
|
|
|
before 6:00 p.m. |
| |
| |
| |
|
|
- |
Orders placed after |
- |
- |
- |
#Dispatch within
2 working days |
97 |
100 |
| |
|
|
|
6:00 p.m. or on |
| |
|
|
|
Saturdays, |
| |
|
|
|
Sundays & public |
| |
|
|
|
holidays |
| |
|
|
Imaged copies without |
- |
- |
- |
#Dispatch within
3 working days |
97 |
100 |
| |
|
|
oversize plans |
| |
| |
| |
|
|
Imaged copies with oversize plans |
- |
- |
- |
#Dispatch within 5 working days |
97 |
98 |
| |
| |
| |
Sale of Memorial Day Book (MDB) |
|
|
|
|
|
|
| |
• |
Approval of MDB |
2 working days |
97 |
100 |
2 working days |
97 |
100 |
| |
|
applications |
| |
• |
Delivery of MDB |
Dispatch within
1 working
day
excluding Saturdays |
97 |
100 |
Dispatch within
1 working day
excluding Saturdays |
97 |
100 |
| |
|
diskettes by |
| |
|
courier/counter |
| |
|
collection |
| |
| |
| |
Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) |
|
|
|
|
|
|
| |
• |
Approval of MMIM applications |
2 working days |
97 |
100 |
2 working days |
97 |
100 |
| |
| |
• |
Delivery of MMIM diskettes by courier |
Dispatch within
6 working days excluding Saturdays at the beginning of the month |
97 |
100 |
*Dispatch within 5 working days excluding Saturdays at
the beginning
of the month |
97 |
100 |
| |
| |
| |
| |
| |
| |
| |
Telephone Enquiry Services |
|
|
|
|
|
|
| |
• |
DAS Help Desk |
Successful connection to a live operator within
1 minute |
95 |
100 |
Replaced by an interactive Customer Service Hotline with 24-hour access and answer by live |
- |
- |
| |
• |
All other enquiries |
Answered not later than the
5th ring |
95 |
100 |
operator during office hours |
- |
- |
| |
• |
Voice mail left during |
- |
- |
- |
#Return calls within
60 minutes after receiving the voice mail |
90 |
100 |
| |
|
office hours |
| |
| |
| |
| |
| |
| |
• |
Voice mail left after |
- |
- |
- |
#Return calls before 10:00 a.m. on the next working day |
90 |
98 |
| |
|
office hours |
| |
| |
| |
| |
| |
| |
