Future Plan

(i) New Performance Pledges for 2009/10

To improve the transparency of stopped deeds procedures and in response to customers’ needs, we have introduced a new performance pledge for registration of re-submitted stopped deeds. The total registration time is targeted at 16 working days, comprising 12 working days for registration and 4 working days for imaging and returning the registered deed to the lodging party. The new set of performance pledges for 2009/10 is at Annex I(b). We shall continue to monitor the performance pledges.


(ii) Customer Management Assessment Framework (CMA 101) – High Level Action Plan

On completion of the CMA 101 exercise, a high level action plan was formulated to take on the Efficiency Unit’s recommendations. We shall enhance the understanding
of customers’ experience of obtaining our services through different channels and conduct regular validation of customer data.


(iii) Customer Service Survey 2009

Following the comprehensive customer service survey conducted by an independent consultant in 2008, a further customer service survey would be conducted in 2009 to gauge customers’ views for continuous improvement and to measure customers satisfaction level on the improvement measures implemented after the last survey.


(iv) "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, Home Affairs Department and Electrical and Mechanical Services Department (EMSD), to facilitate their daily operations and carrying out of statutory duties.

A “Meet the Clients” session was held in September 2008 with 23 participants from the EMSD to enhance their understanding of reports-on-title services and information on land registers. The session was well-received. Through exchange of views, officers of the two departments identified means to streamline the work procedures. In view of the positive feedback, more similar sessions with other users of the reports-on-title services would be conducted in 2009/10.


(v) Revamp of Interactive Voice Response System (IVRS)

In response to customers’ feedback received in the Customer Service Survey 2008, the IVRS will be revamped. The existing call flow and information on services will be reviewed and re-designed.