(A) New Performance Pledges for 2008/09

The deeds registration process comprises two main working procedures: updating of land registers and imaging of registered deeds. For clarity and greater transparency, the service standard of 16 working days for registration of land documents will be split between the two main working procedures: 12 working days for updating the land register with the registered deed and 4 working days for completion of imaging and return of the registered deed to the lodging party. The new set of performance pledges for 2008/09 is at Annex I (2).

(B) E-services for Deeds Registration

We are developing Phase II of the e-Memorial Form. This will incorporate greater support for automatic completion and checking of the form by solicitors’ clerks so as to reduce errors. In addition, we plan to capture the data entered by law firms into a 2-dimension barcode once the completed memorial form is printed. This will allow the data to be easily captured and directly stored into IRIS, speeding up data entry and improving accuracy of data.

A survey will be conducted to tap stakeholders’ views on the use of e-Memorial Form in Phase II and to collect suggestions on enhanced features for e-Memorial Form. Views on e-services for registration of deeds will also be collected for paving the way to e-lodgement.


(C) Relocation of Reports-on-title & Owners Incorporation Section

To meet the strategic changes ahead, we have decided to reshuffle our existing accommodation. One of the major moves is to relocate the Reports-on-title Section, which serves departmental customers, out of the Headquarters at Queensway. This will make room for expansion of the core business teams and enable further improvement in operation efficiency. The small team of the Urban Owners Incorporation Unit will also be relocated together with the Reports-on-title Section. We plan to relocate the services at a site easily accessible by way of public transport services during 2009.


(D) Relocation of Central Imaging Centre to Headquarters to streamline registration process

Following the removal of the IRIS Data Centre of the Land Registry from the rented premises it shared with the Central Imaging Centre in Shatin to government premises in December 2007, the department is considering relocating the Imaging Centre to the headquarters at Queensway Government Offices. We envisage that housing the imaging service with the registration process under the same roof the Land Registry can achieve enhanced security of deeds, savings in operating costs and efficiency gains.


(E) Customer Service Survey

An essential ingredient of quality service is listening to those we serve. In anticipation that the community we serve will continue to challenge and support us as we strive to deliver the best quality service, a large-scale customer service survey will be conducted in the 3rd quarter of 2008. The aims are to benchmark progress since the last major survey as well as to identify priorities for improvement in existing services and expectations for developments of future services.


(F) Customer Management Assessment Framework (CMA 101)

In search of service excellence, we benchmark our services with best management practices. With support from the Efficiency Unit, we have started the CMA101 exercise. This is a structured self-assessment programme to identify potential improvement areas to support continuous improvement in customer management. The exercise was kicked-off in January 2008 and has already provided a number of recommendations for developing better segmentation of services for different groups of customers and improving customer service co-ordination and management. Measures to address these recommendations will be developed over the coming year.


(G) “Meet the Clients” Session on Reports-on-title Services

The Land Registry has been providing services to public sector customers, including the Buildings Department, Lands Department and Home Affairs Department, to facilitate their daily operations and performance of statutory functions. To ensure efficient inter-departmental co-ordination and to strengthen rapport, we have been communicating with them closely at different levels through various well-established channels such as Customer Liaison Groups and frontline contacts. In anticipating direct exchange of views will enable us to further enhance customer service, we have decided to hold a “Meet the Clients” programme in 2008/09 for users of the report-on-title services. The programme will provide an appropriate venue for operation officers to exchange views and identify means to streamline the operations.


(H) TV Video / Programme

As part of our publicity efforts to prepare for the introduction of title registration in Hong Kong, we are working with Radio Television Hong Kong (RTHK) to produce a TV series entitled “History of Hong Kong Lands”. The objective is to raise general awareness of the importance of an effective land registration system, and to generate public understanding and support for the implementation of title registration. Preparations are underway and it is expected that the series will be broadcast in the 1st quarter of 2009.


(I) 15th Anniversary Activities

The Land Registry Trading Fund approached its 15th Anniversary in August 2008. The anniversary marks a milestone for the department’s development and is an opportunity to showcase the Land Registry’s services and contributions to the community as well as to introduce new initiatives to the public. It is also a special time for us to pay tribute to our customers for their support over the years and to the staff of the Land Registry for their hard work.

The celebration commences with some “warm-up” activities including a 15th Anniversary poster/slogan/logo design competition amongst staff, distribution of souvenirs to mark the occasion, production of a corporate video and a special edition of Land Registry News. The culmination will be an anniversary reception cum exhibition on Land Registry’s work and future plans, to be held in late October 2008.