A Message from the Land Registrar
"Thank you" was our message to our customers during the Land Registry's first Customer Week in August. There is much to say thank you for. Individual staff have been given commendations for good service. We've been given ideas for service improvement. There has been a steady increase in subscriptions to our online service and in the use of these new services by all types of customers. All this encourages and helps us to give better service. Looking ahead, the Land Registry is starting to plan how we can integrate quality management into every aspect of our operations and business. This year's theme training for all staff is being based on the idea of leading by quality. An essential ingredient of quality service is respect and courtesy towards those we serve and so it is fitting that we start by saying thank you. Thank you for past support and encouragement. Thank you, too, in anticipation that the community we serve will continue to challenge and support us as we strive to deliver the best quality service. To which I also add my thanks to all the staff of the Land Registry who are joined in rising to that challenge.
K A SALKELD, J.P.
The Land Registrar & General Manager
The Land Registry Trading Fund, Hong Kong
Update: IRIS I & II
The Land Registry is embarking on a new round of enhancements to improve the functions and services of Integrated Registration Information System (IRIS). Some of the enhancements are designed to strengthen the resilience of the system, so that IRIS services will continue to be provided to our customers in a smooth and reliable manner. Work will soon start and the enhancements will be implemented by stages starting from the beginning of 2007.
With regard to IT support for the future operation of land title registration, the Land Registry has commenced development of a computer system for use in the initial years of operation when transactions under title registration are expected to be low. Work on a full-function system to give comprehensive IT support to the full operation of title registration will commence after completion of all legislative work.
Update: Land Titles Ordinance
The Law Draftsman has completed the second working draft of the Land Titles (Amendment) Bill. Major stakeholders such as the Law Society, Bar Association and Association of Banks are being consulted on the draft. Comments received will be considered before completion of the amendment bill. Upon finalization of the amendment bill, the second draft of the Land Titles Rules will be considered to ensure that they are consistent with the Land Titles Ordinance (LTO(pdf format)).
A first working draft of the Court Rules are now being considered by the Land Registry.
The Land Registration Ordinance (LRO) will be amended as part of the LTO amendment exercise to introduce new concepts and in preparation for conversion of LRO land to LTO land. The opportunity is being taken to update the Ordinance to comply with the requirements of the Personal Data (Privacy) Ordinance.
The target date for submission of the amendment bill to the Legislative Council is the first half of 2007.
2006/07 Annual Staff Development Theme Training - To Excel in Quality, To Lead by Quality
This year, about 490 members of staff participated in one-day workshops held between September and November 2006 at the Jockey Club Racecourse at Happy Valley. This is a record for participation in a theme training programme since they were first organised in 1997, reflecting staff members' commitment to quality excellence.
At the training, the consultant integrated key concepts and principles of quality management with interactive games and activities to consolidate the foundation of best practice in quality improvement among staff members. Participants benefited from the workshop and enjoyed the event.
2006/07 Cross Divisional Visits
Quality service is underpinned by good knowledge of work. To strengthen staff's knowledge in the work of the department and to familiarize them with IRIS operations, we have been arranging Cross Divisional Visits for staff since IRIS live run. Last year, 13 visits were arranged for 234 staff. This year, 25 visits had been conducted in July-September for about 240 staff. Detailed explanation of the workflow and on-site demonstration of the work processes were provided to the visiting staff. The Q&A sessions also provided a good opportunity for enhancing staff's understanding of the work of their counterparts. Participants were very satisfied with the arrangement and remarked that they had gained a better understanding about the work of the department and the inter-relationship between sections.
Customer Week
To express our thankfulness to customers' valuable comments and suggestions in the Customer Service Survey 2006 conducted in this February and their continuous support to our services, the Land Registry launched a "Customer Week" from August 21 to 26. During the week, customers visiting our Customer Centre in the Queensway Government Offices or any of the seven New Territories Search Offices were given a souvenir. A leaflet summarizing the survey results was published and distributed to customers.
If you are interested in the survey results and did not visit our offices during the Customer Week, you can collect a copy of the leaflet at any one of our offices. A summary of the survey result can also be viewed from our website (http://www.landreg.gov.hk). We appreciate very much our customers' continuous support and encouragement. We pledge to do our very best to enhance our service and increase the value that we give to the people of Hong Kong.
Extension of Service Hours for Delivery of Instruments for Registration
As part of the Land Registry's commitment to improving service, since 1 August 2006 we have extended service hours from Monday to Friday for delivery of instruments for registration at the Customer Centre on the 19th Floor, Queensway Government Offices. Details of the new service hours from Monday to Friday are as follows:
Service opening time : | 9:00 a.m. | (previously 9:30 a.m.) |
Service closing time : | 1:30 p.m. | (previously 1:00 p.m.) |
Until 1 July 2007, we are still providing service for delivery of instruments on Saturday mornings. The service hours for this remain unchanged at 9:30 a.m. to 11:30 a.m.
Promotion of IRIS Online Services
The Land Registry continues to promote the use of IRIS Online Services so as to reduce the demand for relatively expensive counter services. We participated in the ICT Pavilion of the Hong Kong Electronics Fair held in April 2006 showcasing the IRIS Online Services. We also promoted IRIS at the ITU Telecom World 2006 held in December in the Hong Kong SAR:
Reduction in Application Fees for Integrated Registration Information System (IRIS) Subscriber Account and Supplementary Login ID
As a result of our continued effort towards improving efficiency and reducing the cost of services, the subscribers' fees for IRIS Online Services have been reduced with effect from 1 April 2006. Details are given below:
Fee Item | Fee prior to 1.4.2006 (HK$) | Current Fee (HK$) |
---|---|---|
Application fee for opening an IRIS Online Services Subscriber Account | 5,000 | 2,000 |
Application fee for each Supplementary Login ID | 1,000 | 500 |
Cessation of Departmental Search Services
Since the rollout of the Integrated Registration Information System (IRIS) Online Services on 12 February 2005, government bureaux/departments are able to conduct on-line land searches through the Internet or the Government Network. In further support of the e-government initiative and after consultation with departmental users, the Land Registry has ceased to handle departmental search requests for land registers and copies of land records raised through memos since 1 June 2006.
To familiarise bureaux/departments with using the IRIS Online Services, the Land Registry organized eight briefing sessions in May 2006. A total of 314 attendees from 27 bureaux/departments participated in the briefing sessions. To date, 28 government bureaux/departments have subscribed to the IRIS Online Services.
Performance Pledge 2006/07
Through continuous good teamwork and staff dedication, the Land Registry has achieved all the performance pledges set for 2005/06. We are glad that the targets set for all services were met by 100%.
As part of our continuing commitment to improve the quality and efficiency of services that we provide, we have reviewed our performance pledges and improved some of our service standards. In 2006/07, we have raised the service standards for registration of land documents (from 18 working days to 16 working days), counter search of computerised land registers (from 18 minutes to 15 minutes) and supply of imaged copies of land records (without oversize plans) over the counter (from 18 minutes to 15 minutes). We have also enhanced the performance target for supply of certified copies of computerised land registers and imaged copies (without oversize plans) over the counter (from 90% to 95%).
The pamphlet on the performance pledge for 2006/07 has been released on 9 August 2006 and copies are available for collection at any office of the Land Registry and the District Offices of the Home Affairs Department. It can also be downloaded from our website (http://www.landreg.gov.hk. A table showing the actual performance for major services of the Registry in 2005/06 and enhanced service standards and performance target for 2006/07 are given overleaf.
Review of 2005/06 Performance Pledge | 2006/07 Performance Pledge | ||||
---|---|---|---|---|---|
Service Type | Service Standard | Performance Target (% meeting standard) | Actual Performance (% meeting standard) | Service Standard | Performance Target (% meeting standard) |
Registration of land documents | 18 working days | 90 | 93 | *16 working days | 90 |
Counter search of computerized land registers | 18 minutes | 95 | 100 | *15 minutes | 95 |
Supply of imaged copies of land records | |||||
Over the counter | |||||
| 18 minutes | 95 | 100 | *15 minutes | 95 |
| 5 working days | 97 | 98 | 5 working days | 97 |
Order via electronic services | |||||
| |||||
| 1 working day | 97 | 100 | 1 working day | 97 |
| 3 working days | 97 | 100 | 3 working days | 97 |
| 5 working days | 97 | 98 | 5 working days | 97 |
| |||||
| |||||
| Dispatch within 1 working day | 97 | 100 | Dispatch within 1 working day | 97 |
| Dispatch within 2 working days | 97 | 100 | Dispatch within 2 working days | 97 |
| Dispatch within 3 working days | 97 | 100 | Dispatch within 3 working days | 97 |
| Dispatch within 5 working days | 97 | 98 | Dispatch within 5 working days | 97 |
Supply of certified copies of land records | |||||
Over the counter | |||||
| 1 hour | 90 | 100 | 1 hour | #95 |
| 1 hour | 90 | 100 | 1 hour | #95 |
| 5 working days | 97 | 98 | 5 working days | 97 |
Order via electronic services | |||||
| |||||
| 1 working day | 97 | 100 | 1 working day | 97 |
| 3 working days | 97 | 100 | 3 working days | 97 |
| 5 working days | 97 | 98 | 5 working days | 97 |
| |||||
| |||||
| Dispatch within 1 working day | 97 | 100 | Dispatch within 1 working day | 97 |
| Dispatch within 2 working days | 97 | 100 | Dispatch within 2 working days | 97 |
| Dispatch within 3 working days | 97 | 100 | Dispatch within 3 working days | 97 |
| Dispatch within 5 working days | 97 | 98 | Dispatch within 5 working days | 97 |
Sale of Memorial Day Book (MDB) | |||||
| 2 working days | 97 | 100 | 2 working days | 97 |
| Dispatch within 1 working day excluding Saturdays | 97 | 100 | Dispatch within 1 working day excluding Saturdays | 97 |
Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) | |||||
| 2 working days | 97 | 100 | 2 working days | 97 |
| Dispatch within 5 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 |
* Enchanced service standard | # New Performance Pledge |
The Land Registry Trading Fund Annual Report 2005/06
The Land Registry released its Annual Report for 2005/06 in October 2006. The report gives a detailed account of the various activities and achievements in the Registry over the past year. It records improvements to existing service and work to prepare for the introduction of title registration. Underlying all our work are the shared objectives of improving service, delivering value and building trust. The report contains an audited financial statement with full accounts of the financial position of the Land Registry Trading Fund. The full report can be viewed or downloaded from our website (http://www.landreg.gov.hk). We welcome your comments and feedback. An online survey questionnaire is provided or you can email us at csa@landreg.gov.hk.
Sales of Street Index (38th Edition) and New Territories Lot/Address Cross Reference Table (7th Edition)
The 38th edition of the Street Index and the 7th edition of the New Territories Lot/Address Cross Reference Table (CRT) are available for sale from 28 April 2006.
Since the 37th edition, 642 amendments have been made and 5 new streets and 59 new lots/sections/subsections have been added to the Street Index data. As for the CRT, 5,166 amendments have been made and 12 new streets and 1,328 new lots/sections/subsections have been added to the CRT data since the 6th edition.
The price of the Street Index or the CRT is HK$250 per compact disc. The licence fees for a computer network linked with less than 50 terminals and a computer network linked with 50 terminals or more are HK$2,000 and HK$4,000 respectively.
Implementation of Five-day Week
The Land Registry started a five-day week for staff in Headquarters and back office teams on 1 July 2006. The new opening hours of these offices are from 8:30 a.m. to 5:45 p.m. with one-hour lunch break from 12:40 p.m. to 1:40 p.m. on Monday to Friday (except public holidays).
Offices providing direct services to the public have continued to operate on a five and a half day pattern per week. These offices include those that provide services on search of land records, registration of land documents, search of owners' corporations, delivery of deeds, information and helpdesk. Their service hours remain unchanged until legislative amendments are made that will allow the Land Registry to cease providing over the counter services on Saturday mornings. All internet based services continue to be available seven days a week.
The Land Registry plans to implement a five-day week in the remaining offices of the department on 1 July 2007, subject to the completion of relevant legislative amendments.
COMMENTS
Land Registry News would like to hear from you. If there are any specific subjects you would like to read about or if you have any comments on what you have read so far, please write to us at the freepost address (local mail only) given below:
The Land Registry
Freepost No. 10
Hong Kong
For enquiries, please contact:
TEL: (852) 3105 0000
FAX: (852) 2523 0065