Operations and Customer Service

Future Plan

(A) New performance pledge for 2007/08 : amendment of registered data

Following a recommendation in an assignment study review report by the Independent Commission Against Corruption (ICAC) on the public search procedures in 2006 and having reviewed the pattern of request from our customers, we have introduced a new performance pledge for the amendment of registered data in the land registers with effect from 2007/08 as follows:

Service Type	Performance Pledge 2007/08
Amendment of Registered Data	Service Standard	Performance Target (% meeting target)
(a) Simple Cases	3 working days	90
(b) Complicated Cases	10 working days	90

(B) Regionalization of New Territories Search Offices

Since the launch of IRIS Online Services in February 2005, a growing number of customers has been switching to use the internet services. The number of customers using counter services, particularly in the New Territories, has reduced substantially. This very low use led us to review the cost-effectiveness of keeping the New Territories offices. After review, we decided to reorganize our counter services and to close the North and Sai Kung District Search Offices with effect from 16 April 2007.

After closure, the owners' corporation services previously provided at the North and Sai Kung District Search Offices were taken up by the Shatin District Search Office at 9/F., Shatin Government Offices, 1 Sheung Wo Che Road, Shatin.

Counter search services continue to be provided at our Central Search Office in Queensway Government Offices and the District Search Offices at Shatin, Tai Po, Yuen Long, Tuen Mun and Tsuen Wan. Customers can also conduct internet online searches at http://www.iris.gov.hk.

(C) Transfer of Customer Service Hotline to Integrated Call Centre after office hours

To enhance our interactive Customer Service Hotline service, telephone number 3105 0000, we have collaborated with the Efficiency Unit to provide manned operator service after office hours. All calls received between 1700 and 0030 at midnight for Monday to Friday and between 0830 and 0030 at midnight for Saturday, Sunday and public holidays will be transferred to 1823 Citizen's Easy Link. Soft launch of the enhanced service took effect on 30 April 2007 with the official launch targeted for 1 July 2007.

(D) Small-scale Customer Service Survey

A comprehensive customer service survey was conducted by an independent consultant in 2006. To gauge customer's views for continuous improvement and to measure customers satisfaction level on the improvements measures implemented after last survey, a small-scale customer service survey would be conducted in May 2007. We shall collect views from counter service customers as well as online services customers.