(a) 2010/11 Performance Pledges
|
Service Type |
Service Standard |
Performance Target (% meeting service standard) |
Actual Performance |
|
|
Working Day(s) |
Minutes |
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|
1. Registration of land documents |
15(a+b)(See Note 2) |
92 |
99 |
|
|
(a) From receipt of a deed to updating the land register with the registered deed(See Note 1); and |
(a) 11(See Note 2) |
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|
(b) Completion of imaging and return of the registered deed to the lodging party(See Note 1) |
(b) 4 |
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|
2. Counter search of computerised land registers |
15 |
97 |
100 |
|
|
3. Supply of imaged copies of land records |
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|
(a) Over the counter |
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|
(i) Without oversize plans |
15 |
97 |
100 |
|
|
(ii) With oversize plans |
5 |
97 |
100 |
|
|
(b) Order via online services |
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|
(i) Collection in person |
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|
Without colour plans |
1 |
97 |
100 |
|
|
With colour plans |
3 |
97 |
100 |
|
|
With oversize plans |
5 |
97 |
100 |
|
|
(ii) Delivery by post or courier |
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|
Without colour plans |
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|
Orders placed before 6 pm |
1 |
97 |
100 |
|
|
Orders placed after 6 pm or on Saturdays, Sundays & public holidays |
2 |
97 |
100 |
|
|
With colour plans |
3 |
97 |
100 |
|
|
With oversize plans |
5 |
97 |
100 |
|
|
4. Supply of certified copies of land records |
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|
(a) Over the counter |
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|
(i) Computerised land registers |
50 |
97 |
100 |
|
|
(ii) Imaged copies without oversize plans |
50 |
97 |
100 |
|
|
(iii) Imaged copies with oversize plans |
5 |
97 |
100 |
|
|
(b) Order via online services |
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|
(i) Collection in person |
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|
Computerised land registers |
1 |
97 |
100 |
|
|
Imaged copies |
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|
Without oversize plans |
3 |
97 |
100 |
|
|
With oversize plans |
5 |
97 |
100 |
|
|
(ii) Delivery by post or courier |
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|
Computerised land registers |
||||
|
Orders placed before 6 pm |
1 |
97 |
100 |
|
|
Orders placed after 6 pm or on Saturdays, Sundays & public holidays |
2 |
97 |
100 |
|
|
Imaged copies without oversize plans |
3 |
97 |
100 |
|
|
Imaged copies with oversize plans |
5 |
97 |
100 |
|
|
5. Sale of Memorial Day Book (MDB) |
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|
(a) Approval of MDB applications |
2 |
98 |
100 |
|
|
(b) Delivery of MDB data files |
1 |
98 |
100 |
|
|
6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) |
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|
(a) Approval of MMIM applications |
2 |
98 |
100 |
|
|
(b) Delivery of MMIM data files |
4 |
98 |
100 |
|
|
7. Telephone enquiry services |
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|
(a) Voice mail left during office hours |
Return calls within 60 minutes after receiving the voice mail |
92 |
100 |
|
|
(b) Voice mail left after office hours |
Return calls before 10 am on the next working day |
92 |
100 |
|
|
8. Amendment of Registered Data |
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|
(a) Simple cases (i.e. Rectification of land registers based on Memorial information) |
3 |
90 |
99 |
|
|
(b) Complicated cases |
10 |
90 |
99 |
|
|
9. Registration of withheld deeds redelivered for registration |
16 (a+b) |
90 |
99 |
|
|
(a) From receipt of a withheld deed redelivered for registration to updating the land register with the registered deed; and |
(a) 12 |
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|
(b) Completion of imaging and return of the registered deed to the lodging party |
(b) 4 |
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10. Handling of suggestions/complaints |
Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is not possible, an interim reply will be sent within this period. |
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Note 1: Excluding deeds withheld from registration
Note 2: Enhanced service standard